Fast-food Foundations to a Great Customer Experience

By Brittany Davies

The day I turned sixteen, my parents told me I needed to work to help pay for my education and for any of the teenage wants I seemed to think I needed at the time. Being that my mother is an operations manager at McDonald’s, I chose to work there – along with the rest of my high school class. Going into this job, I didn’t really expect much out of it besides a paycheck (and maybe a few extra pounds). Little did I know, this job set the standards I have today for providing the best possible customer experience.

From my six-plus years in fast-food service, here are some things I have carried into my litigation support marketing position today:

Put yourself in the other person’s shoes. Working in the fast-food business definitely has a stigma attached to it, and I can tell you that most is unwarranted. I distinctly remember working in drive-thru in May 2012 just days before I was about to graduate with my master’s in marketing. A customer came through and said, “Go to school and get a real job.” I was so offended and hurt. I thought to myself, “If you’re employed somewhere, getting a paycheck and paying taxes, it is a real job. And secondly, I am in school and paying for my education with this job!” I could have rightfully flipped out, but my father is always at the back of my mind telling me to smile and to “bite your tongue, Brittany.”

Today I think of this not-so-nice memory when anyone calls or emails. You have to look at every situation from that person’s point of view, be empathetic, and try to understand why they are upset  — even happy! It’s so hard not to take things personally, but you never know what someone else is going through. Being helpful and understanding makes a world of difference.

Build relationships with your clients and customers. This has been the driving motivation behind my obsession with great customer service. Every day we would have our “regulars” come into McDonald’s. Not only did I know them by Ed, Pearl or Norm, but I knew them by large coffee, three creams, and three sugars and viewed each person as a part of my family. Every customer that walked through those doors provided a chance to build a relationship, and they appreciated it when we would remember the little things.

From a marketing standpoint, I never look at my job as business to business. I see it as human to human. You must build and maintain relationships to foster trust, loyalty and friendship.

Find people who fit your brand. Our McDonald’s may have been out of the ordinary, but we considered ourselves a “McFamily.” We were all working toward the same goal that was McDonald’s mission of providing fast, accurate, and friendly service. Each person had their own individual strengths that helped form a successful team.

Having work friends who eventually became friends outside of work also boosted morale and made the job fun — an environment that I’m happy to say exists for me today at Planet Depos. Everyone is encouraged to do their individual best, and the managers and executive team are more than happy to help you achieve your goals. Developing and maintaining relationships –from an entry-level position to a C-suite position — is the foundation of extraordinary customer service.