I know this may seem un-American but I seldom eat at McDonald’s and almost never do so by dining-in.
Recently, I was very early for a morning meeting and decided to grab a cup of coffee at a nearby McDonald’s. Past encounters predicted that I would get served quickly and that the product would be of a quality that was consistent with price. I also expected to sit in a clean dining area and that’s about where my expectations ended.
To my pleasant surprise, power outlets were readily available so I fired-up my computer and got to work on my upcoming Zappos Experience book. I was increasingly amazed when a pleasant and cheerful staff member circled the restaurant with a coffee pot and “warmed-up” my drink.
This McDonald’s was bustling with groups of “regulars,” as evidenced by conversations they were having with Susan, the manager who made regular sweeps through the restaurant. Before I left, I made a point of talking to Susan about my unexpected “McDonalds Experience.” She simply said, “I’m glad this felt like a welcoming place. Come back and visit me soon.”
Susan didn’t say, “I hope you will visit McDonald’s again soon.” Instead, she made it personal….
While I probably wont become a regular McDonald’s customer, I will visit Susan’s restaurant the next time I am in the area….
What are you doing to exceed customer expectations and make their experience personal?