Any business knows consumers will shop where they're treated well, and an American icon has taken the unusual step of having to remind employees to be 'nice.'
McDonald's is the largest fast food chain in the world, with 90 percent of its restaurants owned by franchisees.
The Wall Street Journal says those business owners were recently warned, by McDonald's executives, to improve customer service to address a growing number of complaints.
Houston's largest McDonald's franchise owner says she heard the presentation and the expectations in her restaurants are clear.
"I want it to be a pleasant experience," says Debbie Dams, "I want it to be accurate. I want the food to taste good and I want them to sit in a nice environment and be able to enjoy their meal to have that good feeling that they take with them when they go on."
In addition to demanding friendly faces, McDonald's is also trying to improve service speed by separating where orders are taken from where they are delivered, so that customers are not left to wait on a multi-tasking employee.