Smiling and Politeness in Fast Food to Keep Customers Loyal

All I can say is a bad employee can destroy your business. I worked in hospitality for many years, and one of the primary requirements was you had to smile. Not only that, but in one hotel, there was a strict mandate for every employee to greet the guests or acknowledge them whenever within 10 feet. Experienced in the hospitality sector, I noticed that these greetings and smiles were not always due to happiness, but for the sake of the job description.

Customer Service in Fast Food:

I've encountered many disgruntled counter agents, especially in fast-food restaurants, who act arrogantly when ordering something special. They're making a onerous task out of it and even feel they're doing you a favor by taking your order and handling your money. They only have one chance to make a good first impression, and I quickly remind them otherwise.

A short story to illustrate: during my student days, I visited McDonald's near the campus every single day, for breakfast, lunch, or dinner, just to buy something. One day, I was talking to a classmate, discussing how rude the staff were. My classmate made a practical point that left me speechless: “Why do you keep going there?” After that, I decided to look into the matter further. I went online and purchased all the appliances I needed to make my own meals, which was always exactly the way I wanted them, and I never returned to McDonald's after that. Over the past decade, I've only been to McDonald's a total of three times.

This change in my habits was not due to the quality of the food, the type of food, or the prices, but the quality of service. I often believe, as a customer, you have the ultimate say in keeping a business afloat. Therefore, I should have written a letter or sent an email to corporate, but I never did. However, the lesson learned is that courteous and pleasant service is critical.

While I don't expect employees to always smile, I do expect them to be pleasant and to act as if I, the customer, am the key to keeping them employed. This means doing everything reasonably possible to satisfy my order. An additional slice of cheese should not be a problem, especially when I'm paying for it.

Training Others in Customer Service:

In my many years of training others in customer service, I always remind new employees that the customer is the ultimate boss. No business will continue to pay them for long without customers. This mindset helps shape a positive experience for their customers, leading to better customer retention and, ultimately, successful businesses.

Conclusion

Customer service is critical, and it's not just about a smile; it's about being courteous and doing what it takes to make the customer happy. Whether you're in the hospitality industry or running a fast food restaurant, remembering that courteous and pleasant customer service can make a huge difference in retaining loyal customers.