I went to order breakfast this morning at McDonalds. And I asked if I could have everything on a breakfast combo except the sausages. I don't eat sausages I wanted cereal instead and I mentioned that I'll pay the difference. The girl behind the counter spoke to her manager about it. And she said no we can't do that but I could choose what hot drink I wanted.
What McDonalds do very well
- McDonalds talks about nutrition, they promote lite choices on their menus which is fantastic!
- They talk about catering to "individual tastes and dietary needs" on their website
- They talk about constantly reviewing their food
- Excellent, so far so good
- They followed through on what the say
- They understood what the definition of the word "individual" means
- They followed through and actually cater to customers dietary needs
- Train your frontline people including your Managers to provide customer service that supports your external brand and marketing messages. (You don't want to be a bucket with thousands of little holes)
- Give your staff empowerment to think outside the square sometimes
- Your frontline people can make or break your business whether you're a giant like McDonalds or Mr B selling fish & chips down the road
- Everyone in your company should be singing from the same page if they don't it's a bad song and no one sticks around
- Do not underestimate customer service
- You spend so much time and money working on the visuals, words, the creative brief, the ads, the website. So think delivery
- McDonalds has a nice website, nice pictures, nice words but they forget how the customer should be treated when they walk through your doors
- Providing excellent customer service builds a lasting customer brand experience and it's the cherrie on that beautiful cake you took so long to bake
Photo credit: Dr Max
Have you experienced bad or good customer service? I'd love to hear from you.
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