Business school teachable moment:
When management fails to uphold customer service standards those standards will eventually be enforced by the customers.
From the mother’s description, the McDonald employees were treating her badly. It did sound like they put a couple of fresh, warm fries on top. That blows my mind. They’re always cooking fries. Customer complains, get a fresh bag of fries. Yes, the son shouldn’t have brought and used a gun, but given how the mom was treated, it wouldn’t surprise me if the employees mouthed off to him, too.