CX HEROES & VILLAINS
HEROES: McDONALDS – VILLAINS: THEIR WELL- KNOWN RIVALS
This story is borrowed, with permission, from my PSA colleague, GEOFF RAMM, outstanding Celebrity Service Keynote Speaker.
“We took the kids to a well-known burger drive-thru. The McD’s queue was particularly long, so we choose their competitor.
We were 3 cars away from ordering, when a staff member, walked out, took out her ciggies, lit up and proceeded to smoke right outside the kitchen door. OK we cannot see Coronavirus but we can see plumes of smoke.
My wife and I looked at each other and decided we did not want this now and drove home, burgerless.
24 hours later, my daughter, Grace and I, entered a McDonald’s drive-thru.
The gentleman at the ordering window was ao apologetic at our wait (actually, not that long). The lady at the next window was super smiley and really engaged. The lady at the final window was just brilliant – delighted to be there serving and returning to normal.
How many times, have I mentioned creating a “celebrity service” providing a great experience.
Depending on your customer experience, you can drive through, drive in or drive out!
You have the choice, choose well.”