Normally, one doesn´t think of the world´s largest chain of hamburger restaurants as a paragon of customer service. But McChronicles, a blog by one or more McDonald´s customer evangelists, points to a store in Rosemont Park, Illinois.
If I remember correctly, McDonalds has four values. Quality, Service, Cleanliness, and Value. Rosemont´s franchise owners have taken these four values and used them as the basis to create a legendary customer service experience.Even by McDonald´s standards, the store is clean. (McChronicles regular readers will notice this level of cleanliness must be exceptional for the authors to comment on it.)
McChronicles raves about the use of m-venue, which lets customers choose their own music. (Note to McChronicles: restaurants, especially burger joints, used to do this in the 1950´s and 60´s. They were called jukeboxes then. Kids!:-)
Most importantly, the franchise owners go above and beyond the call of duty to motivate their employees. I´ve said it before, happy employees equal happy customers.
What lessons can you draw from this? No matter what your position in your organization, focus first on motivating your employees. Management guru Peter Drucker talked about the importance of being effective (the ability to show progress toward your business goals). The manager´s number one responsibility should be building a strong team of employees that are effective in meeting your business´ goals. Whether you are a shift manager, a store manager, or a territorial manager, hiring people with the right competencies, getting them the resources they need, motivating them to produce, then rewarding them for their success is the key. Don´t get caught up in the competition with your direct reports of closing the most sales or making the biggest sale. Help them to do that.
Second, be an innovator. Try new things within the limits set by your bosses or your resources. Be a continuous learner. Be the first one on your block to_____(you fill in the blank).
Third, whether you are in retail, hospitality, or operate out of an office in the B2B world, keep your place of business clean. If you´ve ever walked into a restaurant that wasn´t clean and left for that reason, you know what I´m talking about.
Quiz time: Who was responsible for creating this environment at the Rosemont McDonalds? (Hint: the answer lies in the paragraph that begins, We re-engaged Jays and asked her"?¦