McDonald's - Uncommon Customer Service in a Common Place

I was working at my desk one day (June 2007) and when lunch time came around I went to McDonald's to get something to eat. Now, I am not a big fan of McDonald's but it's easy to get in and out and be on my way which is why I went there.

I walked into the McDonald's in Bowling Green, KY near the Kroger and Mancino's on Campbell lane. The employee took my order (Chicken Selects but no drink) and I stepped back and played with my cell phone until my order was ready. Six or seven minutes passed and the employee behind the counter called me over and gave me a drink cup and apologized for the wait and gave me a free drink to make up for it. I thought, that was nice. Then another six minutes passed and the employee asked me to have a seat and they would bring it out when they were done so I didn't have to stand and wait. Then I watch as the employee walks over and speaks with a manager or at least they were dressed like a manager. I see them talk and the employee points in my direction.

I didn't know what they were talking about but I soon found out as the manager grabbed a bag and took money out of the register and called me over. She explained to me that it is very unusual for the wait to be as long as it was and gave me a refund but gave me the Chicken Selects anyway. She apologized for the trouble and I went on my way.

Now, I don't know about you but I have never in my entire life experienced customer service like that from a McDonald's or any other fast food restaurant. Even though I am not a big fan of McDonald's food (except their salads) I know that anytime I want to get a burger, chicken fingers or a salad, I know that I will get great customer service. I believe that customer service translates to a bigger experience than just being treated well. I now have the perception that if they are that conscientious about their customer, they must also have a very clean restaurant.

I put this experience into my own life and look at how I treat clients and how I take care of their needs. I too have to be conscientious about their business and how I can go above and beyond to provide them a level of service they can't get anywhere else. I have competitors and my clients can go elsewhere if they aren't getting attention when they need it.

When I was standing in McDonald's, the employee took it upon herself to correct the situation. If she hadn't acted, I would have just waited and waited until they sat the bag on the counter. The manager would have never have known that I was waiting as long as I was because she was busy I am sure. When the employee presented her with the problem, action was taken and it was pretty immediate.

If you are reading this and you have customers that have a situation and you don't act as fast as the McDonald's manager did, it could cost you.