McDonald's + Fish Philosophy = A Shining Moment

McDonald's tends to give good customer service most of the time, I have experienced... of course
it is unsually through a window so how much could go wrong?

Anyhoo.... on one occassion, I recieved exemplary service, absolutely stellar, at McDonald's. And so... upon reflection... I thought I should share it with you.

At the organization I work at, we watch the Fish Philosophy video on a regular basis. I love it and think all organizations should not only watch but practice it. Customer service would be phenomenal if this were regularly a part of employee integration and training.

So I was in a drive-thru line up with my children in the back of the car... and I was behind cars as well as ahead of cars... obviously could not leave the line... when I get to the speaker to order (speaker / microphone). I have now realized that I have NO cash and my debit card is in my other jacket... could not believe it... my kids were stoked for Happy Meals and I had no way to pay. So I explain to the speaker box... "Hi there. I have don't have my debit card. I just realized it. And I have to drive thru as I am trapped between cars." And then...

a friendly voice asked "What would you like to drink?"... I thought she is not listening perhaps... I explained again, and she responded "Yes I understand but perhaps you would like a drink while waiting"... My mind was utterly baffled... is she suggesting McD's would give me and my kids free drinks while we sit here in embarassment? "uhhhh, sure" I say "I would like a coke and my kids would like fruitopia." "No problem" she says, "see you at the window in a moment or two".

I was in awe. What exceptional service! It was like a ray of heavenly light shone upon this particular location's golden arches and this goddess inside with the headset on was their to deliver perfection in service. Wow!

I whip out the cell phone and call hubby. I rapidly tell him how amazed I am and advise him to scamper out in the other vehicle down the road to the other McD's and get the sought after Happy Meals. I assure the children once we are through the line and get home, Daddy will have our meals waiting.

Once at the window, I receive a wonderful smile and our drinks. I tell the smiling lady that we have McDonald's en route for us. She smiles at that and says that she was glad to have helped. And I believe her.

After I get home and eat my meal... I could not stop thinking about it. I track down the phone number and call. I ask for the manager and explain the superb service I received, then I ask her if they watch the Fish Philosophy video there. She laughs, the service was from her, the manager, and yes they do watch it and practice it she says. We chat for a moment about our beliefs in customer service and then hang up both feeling pleased.

I use this example every time I discuss customer service or the Fish video. It was a shining moment in the experiences I have had as a consumer.

Unfortunately, she is no longer the manager there... and I have realized that it is not enough to have the video be shown and embraced on the part of an organization, it takes individual commitment to ensure its regular application.