In praise of the perfect drive-thru
Can a drive-thru hamburger chain create an Ultimate Customer Experience (TM)?
Yes! Just look at In-N-Out!
(If you live in the Western US, you already know what I’m talking about — if you don’t, then (like me before I moved to the LA area several years ago), you have no idea what an “In-N-Out” burger is!
Yesterday in the San Diego area, I was making the mad dash up to LAX to meet Tammy’s incoming flight. It had been a long, long time since I had enjoyed a hamburger from my favorite chain, so I just HAD to stop! Pulling into the restaurant, I was dismayed to see a long queue snaking through the parking lot.
However, I looked ahead and saw a smartly dressed, smiling employee moving from car to car taking orders. In this way, the kitchen had longer to prepare your order — meaning that cars were moving steadily and fairly rapidly through the line.
There are many elements to the UCE that In-N-Out creates. However, in every case — from top flight employees, to fresh ingredients (like cutting their own potatoes for French fries), to the drive-thru — it’s ALL centered on the customer experience.
It’s not the big things — it’s the little points of distinction that make a fundamental difference for any business! It’s sending someone into the parking lot to advance orders and thank customers. It’s thinking about what matters to THEM (the customer) rather than YOU (the business)!
Are you following the example of a UCE leader like In-N-Out?
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Top Floor Tips
McKain Performance Group, Inc. is headquartered in Indianapolis -- on the top floor of the tallest building between Chicago and Atlanta. And here's the skinny -- the Scott McKain team is here to share tips from the top floor in every edition of the UCEzine.
Before we even start to tell you what's in store for subscribers in this edition, we have to tell you: Top Floor Tips is informative and contains first-hand examples of different ways you can easily utilize a few of Scott McKain's concepts! |
These Changing Times
It's no secret that today's economic times are far different than they were ten years ago -- or even this time last year. These dramatic shifts impact what we buy and how we work. It's more important than ever before to create emotional bonds with clients/customers!
In his best-selling business book, ALL Business is Show Business, Scott said, "The traditional focus of business strategy has always revolved around economic principles -- costs, growing market share, enhancing shareholder value. A significant portion of the focus of our business strategy must shift to emotional principles."
If it was important for business strategy to shift to emotional principles over 6 years ago, that concept has even more significance in these challenging economic times. To create emotional bonds, you must execute strategies.
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If you have ideas to share, drop us a note. We always look forward to connecting with you!
You can email us at: topfloor@scottmckain.com.
Scott, Tammy, Shelley & Perry
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Scott's Take
Check out Scott's views on everything from delivering the "Ultimate Customer Experience" to everyday thoughts on what customers crave. This BLOG presents a unique perspective -- and you can even leave your thoughts as comments for Scott and others!
From Scott McKain created podcasts, to candid customer experience reviews -- you can subscribe to his RSS feeds and even get Scott's podcasts through an iTunes subscription! Simply point your browser to mckainviewpoint.com and enjoy the insights of best-selling author and business speaker, Scott McKain!
http://McKainViewPoint.com
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Listening to an icon...
Every year I donate a presentation to the Youth Citizenship Seminar held at Pepperdine University in Malibu, California. Frankly, I'm probably the guy that the students -- who are all between their Junior and Senior years of high school -- LEAST want to hear! The other speakers include George Foreman, Olympic Gold Medallist Bruce Jenner, Dr. Laura of radio fame, conservative talk show host Dennis Prager, and famed television commentator, spokesman and actor Ben Stein.
However, the speaker that I wanted most to hear was the closing banquet speaker. It was simply amazing to listen to him -- and awesome to watch high school students pay rapt attention -- to a television icon they had probably never heard of...Art Linkletter...
Read the remainder of this article at http://McKainViewPoint.com
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McKain Performance Group
111 Monument Circle
Suite 4800
Indianapolis, IN 46204
Toll Free: 800-838-6980 |
