Feeling at Home, on “The Border” 9.August.2006
This might put you in shock and awe, but I actually learned something about customer service from Taco Bell. A couple of months ago, after an unplanned trip to the eye doctor I figured I would grab some lunch before heading into work. Drove thru (because it is always freezing inside) and I had beaten the lunch crowd, because well it wasn’t lunch time yet, but that’s besides the point. I drove straight up to the ordering window and was greeted by: “What can we make for you?” Yep, that’s really what the the lady behind the speaker said. “What?” I thought in my head. At a crappy fast food place shouldn’t I be greeted with the more traditional “What the heck do you want? Did I mention I hate my job?” Her greeting immediately put me in a better mood (it’s not fun going to the eye doctor because it is all red and nasty). I ordered with a bit of cheer in my voice and said “thank you” as I picked up my food (to vary things up, I had them make it in the shape of a hexagon).
Wow, as I drove away with a smile on my face I thought “what a great way to greet customers”. “What can we make for you?” sounds like what I hear at Grandma’s house after a long drive, not what I’m used to over the “speaker” at a fast food place. Sure, it takes a bit long to say than “order when ready”, but efficeny ain’t everything. I don’t know if it was corporate, the manager or just that employee who decided they should greet people in that way. But, whoever came up with it is a smart person and deserves a raise. Its amazing what little things can add a whole lot to making a customer a repeat customer.