Usually on Saturday morning I grab breakfast at McDonald’s with my kids.
As we leave, I always ask for a refill of my coffee.
This past Saturday was no different.
I approached the counter where there are 4 registers.
There was only one employee behind one of the registers. This was completely appropriate because there was only 1 customer in line (besides me).
After a few seconds of waiting I decided to count how many employees were working.
Within my view I counted 13 employees.
Logic would tell you that one of these 13 would notice me standing at the counter with an empty coffee cup and would kindly offer to take 10 seconds and grab me a refill.
However, they all ignored me. Keep in mind that there was only 1 customer in line and as a result they had to work really hard to avoid making eye contact with me.
Finally, more than 3 minutes later, the individual who was taking the one customer’s order stopped and asked if he could refill my coffee.
Unfortunately, this is the type of service we have become accustomed to in our society.
Can you imagine how much you would stand out if you actually gave great service?
How do you exceed the expectations of your customers?
Tags: customer service, McDonald's