For all the faults that McDonald's may have in the UK, you can't question that they are customer focused.

Well you might but you'd be wrong.

The number of meetings and training sessions that I have been to where customer service and complaints are mentioned is mind numbing.

Don't get me wrong customer focus is exactly what we are about (we operate on three principles: quality, service and cleanliness.)

Studies say that 94% of people will walk away without saying anything and just not come back, so if we hear from an upset customer, then they must be REALLY pissed off and something must have gone badly wrong somewhere.

And this is where the people behind the Golden Arches come into their own.

After I sign off at the end of a shift, I'm just a person again (instead of the monster that terrorises crew members) and I also go out for things to eat. I've had two particularly bad experiences at KFC and Frankie and Benny's.

At KFC they didn't care and I thought that I was going to catch something from my food, and at Frankie and Benny's I never saw my food to catch anything from!!!!!!!!

Each time I wanted to contact the company to explain what was going on, after all thay could potentially lose money over the issue.

But each time I was given an address or phone number. Call me a geek but e-mail suits me fine. And that's where McD reigns supreme.

E-mail is an option and allows us to keep ahead of the game: yes at times it can be career threatening to the manager in charge of the shift, but at the end of the day it focuses the managers to be there for the customers, which is more than I can say for the Colonel!