Think all McDonald’s fast food restaurants are the same? Over at McChronicles, which describes itself as a “blog about, not affiliated with, McDonald’s,” there’s a post about a McDonald’s that sets itself apart from others. Even a restaurant in a chain as common as McDonald’s can do something to set itself apart from its brethren. I’ve discovered a new (to me) blog called Diary Of A Customer Service Revolutionary that I recommend to all of you. The blogger appears to be a trainer at a large retailer who is trying to upgrade customer service in his particular territory. The blog focuses on the training he gives. If you’re training or going to revise your customer service training, this blog’s for you.
And now a word from the TV Show I’m watching while I blog… I just watched a story on NBC Nightly News about the Veterans Administration hospitals and the care they give. It seems there has been a near 180 degree turnaround in the customer (patient) experience in the last 20 or so years. According to the story, veterans receiving care from the VA are getting the best there is. One patient, a Viet Nam vet is quoted as saying that now he gets respect from the employees when he goes there, something that didn’t happen years ago. (Hmm. “Respect”–imagine that.) The story also noted that those veterans whose lives were disrupted by hurricane Katrina had no problem with their records since all VA records are now computerized. With all of the negative stories about government response related to last Fall’s hurricanes, it’s nice to hear of a success. Hey, Diary of a Customer Service Revolutionary, if a government bureaucracy as massive as the VA can turn around their customer service, we shouldn’t have any problems:-)
And now, back to our blogs…Over at The Restaurant Blog, John Foley writes about what can happen when management doesn’t listen to its employees’ ideas. Bringing this post full circle back to McDonald’s let me mention that the idea for selling the Big Mac came from an employee at a franchise, not from their corporate office. Same with the idea for selling breakfasts.
“All business is a group enterprise, and it demands the best efforts of every one of its members working in unison, like an orchestra, if it is to stay ahead and reach its goals.”
— JC Penney