A Personal McDonald’s Experience…Absurd?

Posted by Joseph Michelli, Ph.D. on December 13, 2010

0 comments | 1975 reads

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?

By the way, that only “looks” like me in the picture.

Joseph Michelli, Ph.D.

Joseph Michelli, Ph.D., an organizational consultant and the chief experience officer of The Michelli Experience, authored The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company and the best-selling The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.

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