The Heart of McDonald’s Success: Exceptional Customer Service
McDonald’s released their quarterly financial results and to say the least, it looks like the fast food giant is doing great. The company generated $6.54 billion and global comparable sales increased 7.3 percent.
An article from Forbes discusses McDonald’s winning strategy at home and abroad, highlighting the chain’s rock star franchise model, quality customer service and how the company has succeeded throughout the years of economic downturn and chaos. The big yellow “M’s” are iconic and the Dollar Menu is legendary. Did you know that McDonald’s sells more than 75 burgers every second and feeds more than 68 million people a day?
The fast food chain is continually innovating new products and services to align with their customers. In recent years, they’ve introduced “healthy” and “more natural” items such as salads, fruit, carrot sticks and Chicken McBites. This summer they also plan to release a new specialty drink, the “Cherry Berry Chiller.” And with their happy meals, McDonald’s is the world’s largest toy distributer.
But the fast food mogul could not succeed without its employees. An article from Business Insider shared that in the U.S. McDonalds hires about 1 million employees a year and worldwide, has 761,000 employees (that’s bigger than the population of Luxembourg!). It’s also estimated that one in every eight American workers have been employed by McDonald’s sometime in their life. Talk about a lot of customer service employees. Before fame, celebrities who have worked there include Sharon Stone, Jay Leno, Rachel McAdams and Shania Twain.
Hiring customer service employees can be a challenging task. The ones who interact with the customers are the face of the company and need to reflect the organization values and mission. And it varies from company to company. That’s why hiring customer service employees is somewhat difficult because different organizations have different definitions and standards of “customer service.”
Looking at McDonald’s, they state their values very clearly, saying: “Our values are what we believe in. They guide what we do on a day to day basis. Sometimes this stuff can sound a little bit like corporate mumbo jumbo, so we've also translated it into ‘crew speak.’” McDonald’s values include:
- Giving back to the community
- Growing business
- Believing in the “McDonald’s System”
- Striving to improve
- Cherishing the customer experience
- Committing to their people
Personalizing your customer service values is important for the identity of the organization. In today’s business world, it can be difficult to select employees with the correct behavioral characteristics for customer service jobs. Learn more about the Customer Service Profile™
What customer service values exist in your organization? What do you think about McDonald's values? Let us know in the comment box below or on Facebook, Twitter, or Google+