My hometown McDonalds has more business than it knows what to do with – especially at breakfast. And I know why. You want the secret to how this McDonalds is making money while everyone else is struggling? Here it is . . . A-N-N.
No, that’s not an acronym and it’s not a special code. It’s the name of a woman who works the drive-thru every morning and understands what true customer service is all about. What does Ann do that makes her so special? Here’s a list:
1. She smiles at everybody and says “good morning, honey.” Even the “honey” works, because her greeting is so sincere.
2. She asks for and remembers names. Then she uses your name the next time she sees you.
3. She notices small, personal things. For a long time my husband and I went through the drive-thru together each morning. The first time he was absent, she said “Where’s your husband this morning?” That made me feel like we were a little closer to family than client.
4. She notices when you’ve been gone. “Where’ve you been honey? I haven’t seen you for a while.” Those words make you feel like you’re missed, and suddenly the last thing you want to do is disappoint Ann by being gone too long.
5. She always says “thank you.” Ann always lets you know that she appreciates your business, but more importantly, she lets you know that she loves to see you every single morning.
6. She treats every customer the same way. I watch Ann with the cars ahead of me and behind me, and I see the same kind of interaction with every client. I see them pull up to the window frustrated and hurried, and then I see Ann take their money and make them smile all at the same time. Ann doesn’t play favorites, but she makes every customer feel as if they are her favorite.
7. She values your time. While Ann talks with every person that goes through the drive-thru, she uses only the time allotted before the car in front of you moves up. When that happens, she quickly says “Now you take care” to let you know it’s time to move on.
So, my McDonalds isn’t just another fast-food place. It’s the place where Ann lives every weekday morning, and Ann makes us all feel like family. She makes the golden arches truly feel golden. How’s that for customer service?
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I hope that your local McD’s manager knows what a jewel he has. Here in the deep South, where everyone is supposed to be friendly, we seem to have lost the art of customer service. Cashiers and even waitresses neglect to smile, to make eye contact, and to enjoy what they are doing.
On a recent trip to Nebraska, my wife and I stopped at a convenience store. The clerk smiled and spoke to us when we entered and asked if she could help us find anything. When we came to the cash register, she informed us that a certain candy bar was on sale. I was overwhelmed.
Good customer service isn’t difficult and doesn’t take much in the way of training. It simply requires valuing the folks you come into contact with, talking with them and treating them the way you’d like to be treated if you were in their shoes.
Richard: Thanks so much for your response. Isn’t it amazing how that clerk in Nebraska overwhelmed you just by smiling and helping? I’m with you – I keep telling clients “don’t worry about the chocolate on the pillow, just teach your people to be consistently nice to others.” Thank you for your story!!
[…] If an associate or group of associates needs more “proof” of the importance of names, send them to the blog I wrote about my local McDonalds called Seven Reasons My McDonalds Rocks! […]
A well written aricle. The world sure would be a better place if we had good old fashioned customer service everywhere. Spread the word.
A well written article. The world sure would be a better place if we had good old fashioned customer service everywhere. Spread the word.
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Thanks Tracy!! Good service must be harder than we think, or move people would be providing it, right?