A Personal McDonald’s Experience…Absurd?

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?

Smoke over black background

Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Follow on Twitter: @josephmichelli

1 Comment

  1. […] This post was mentioned on Twitter by Joseph Michelli, Eric M. Dye and CLB, RAW Telecom Network™. RAW Telecom Network™ said: RT @EricDye: A Personal McDonald’s Experience…Absurd? https://bit.ly/fMaMBC #custserv #mcdonalds #zappos #leadership #personal | via @jos … […]

Leave a Comment


The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article