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I am not sure when Burger King decided to go with, “Have It Your Way,” but from the looks of this commercial it’s been at least 32 years.
As a customer, I can appreciate being given the options to customize what I am about to purchase. Ninety percent of the time, I am going to order my food as-is, but it’s nice to know if I am keen on extra bacon & extra salty fries, the choice is mine.
What I cannot appreciate is yellow lettuce. Understanding how quality assurance goes out the door during extremely busy times doesn’t mean I, the customer, should be affected by it.
Think of the yellow lettuce as a metaphor; what we see with it, we can translate to any other company or individual. In a fast-paced world, when we become too focused on what’s ahead & beyond, we may lose site of the basics. Or, those charged with carrying out the basics have no vision.
Starbucks recently closed all stores for 3 hours on a weeknight to invest in barista re-training, among other things. Since then, I’ve noticed the little things each location has been doing as a part of re-focusing on their customers’ experience. It seems they understand there is more to communicating a message than just words. Vision & execution are equally as important. This isn’t rocket science; don’t treat your customers like jerks.
It’s often plainly visible how management effects what happens at the counter (and in the back). There are three Subway restaurants in my area. The first two are owned by the same jerk who treats his employees and customers like obstacles to his paycheck. The third is owned by a very nice guy who gets his team motivated to make the best sandwiches they can make.
When I want a sandwich, I drive past the first two Subways to visit the third.
Great example! I am one who will also go out of my way (whether it be additional money or time spent) for a better experience. I know not everyone thinks this way, but we are definitely not a silent majority.