Customer Service Observations in a Fast Food Restaurant

Over the past month I visited two very well-known fast food restaurants.

One, which I won't name, has received some positive press for its outstanding customer service. The other is McDonald's.

My entire purpose in going to the unnamed place was to see what was generating the great customer service buzz. I went at a slow period although there were plenty of staff members on hand and the manager was present. Some napkins were scattered about on the floor and several booths were dirty. I watched an employee walk past several napkins on the floor without picking them up. The debit card machine had a note taped to it noting there would be an 85 cent charge for debit transactions. The staff was friendly enough but nothing beyond basic. The food was fine. The area where straws and napkins are kept was messy.

And the McDonald's restaurant? Clean, efficient, and friendly. The food was fine. We're not expecting Michelin stars here.

This is hardly a scientific study but it was a small reminder of why McDonald's has been so successful: Its predictability. With rare exception, the chain creates and delivers a good product in a reasonably pleasant environment. That is very impressive because it is so hard to do.