Do You Want A Smile With That?

Michelle Joyce makes some great points in the following article that I am borrowing from one of the weekly newsletters that I receive. I thought it worth sharing.....enjoy.


Do You Want a Smile With That?
by: Michelle Joyce

The McDonald’s drive thru in Huntersville, North Carolina, has personal face-to-face service. (I actually put my car in reverse because I thought I had missed the intercom!) When I drove up to the window, the friendliest guy on the planet greeted me with an energetic, “Good Morning! How are you today?” I was stunned.

I am not a big fan of fast food – or their lack of customer service – but when I drove through this particular McDonald’s to get a cup of coffee on my way to work, my attitude changed. This smiling employee actually put me in a better mood.

He was happy and friendly. He greeted me and engaged me in conversation before he took my order. He then offered a variety of options that I didn’t know existed. A simple cup of coffee turned into a medium, sugar-free vanilla, non-fat latte. And when the transaction was over, he thanked me, wished me well, and told me to “drive safely” on my way to work.

I received better customer service in those 30 seconds, than I did when I bought a brand new car last year. And this guy didn’t even work on commission.

As I drove to work, I continued to think about the transaction. Salespeople often get into a routine of saying the same thing, in the same tone, and in the same sequence every day. But this worker’s positive attitude and desire to serve was inspiring. I didn’t expect this type of “VIP treatment” at a fast food joint, and I was blown away at the pride that this gentleman took in his job. The more I recalled the event, the more I realized… if this guy could evoke this much emotion from me over a medium, sugar-free vanilla, non-fat latte, then what kind of a difference could I make in the lives of my prospective customers today? I was up for the challenge.

The plan was simple. All I had to do was follow the three steps that made this transaction so memorable:

1. Start with a smile and engage your prospect in a friendly manner. Would you do business with someone you didn’t like? Well, neither would your prospect. This guy made me like him – immediately. And when he made that connection, the transaction became enjoyable. And it was all about me, not just my order.

2. Offer alternative solutions. People want choices. And just because you can recite all the bells and whistles of your products in your sleep, don’t assume that your customer is aware of them. Uncover their needs and help them make a choice. McDonald's already mastered the upsell technique with their famous line, “Do you want fries with that?” What kind of additional features and services can you upsell? Better asked, what kind of additional revenue are you leaving on the table at every sale?

3. End the transaction with something memorable. When is the last time that a fast food worker told you to “drive safely”? I am used to the generic lines of “thank you” and “have a nice day”; but this guy was genuinely concerned about my personal safety. (Or at least he made me feel that way.) What are you saying to your customers that make them remember you personally? What differentiates you from every other salesperson?

The plan is simple. But it’s not a matter of understanding these principles; it’s a matter of you actually practicing them every day. I am thankful that a friendly person reminded me of what it takes to be great in sales and service. I needed that kind of jolt to refocus my attention to the simple details that work – and away from the “doom” that everyone keeps talking about. The reality is that people are still buying products and services in this economy. The only question is will they buy them from you?

Focus on these three steps today.
Greet a new friend.
Upsell something.
And make them remember you.

Oh, and if you are ever in Huntersville, North Carolina, stop by the McDonalds on Statesville Road. Ask for Burg – he will take excellent care of you. (be careful of the upsell!)