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WORDS OF WISDOM
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Simplify service concepts and help employees see how they personally contribute to success.
-Donna Long
It's better to look ahead and prepare than to look back and regret.
-Jackie Joyner-Kersee
A healthy attitude is contagious but don't wait to catch it from others. Be a carrier.
-Author Unknown |
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WHAT IS HBO SERVICE?
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Have you ever gone through a McDonald's drive-thru, ordered your meal, paid at the first window and then found the server hanging the bag out the window waiting for you as you approached the pick-up window? In preparation for presenting at a regional McDonald's meeting, I learned that in Ronald McDonald land they call that HBO (hanging bag out) service and it is the ultimate in drive-thru customer care.
There is a McDonald’s at Pleasant Hill Road and John Young Pkwy. in Kissimmee (where I live) that achieves HBO service often. In visiting the inside counter one day I noticed a high level of positive energy from the cooks and servers, as well as the management team. I would call their demeanor “focused fun.” They seemed to be focused on the HBO goal of quick service, but also appeared to be having fun as they worked. Focusing on the desired outcome of HBO service is simple and that simplicity makes it easy for everyone in the restaurant to understand their role in achieving the ultimate service standard for drive-thru customers. And… the energy of the team makes working toward that goal both fun and fulfilling.
What might you do to simplify one or more of your service standards? Is there a way for you to make the process both fun and fulfilling? |
CREATE SIMPLE SERVICE CONCEPTS
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As you think about simplifying your service concepts give consideration to the following:
- What does quality service look like to your customers? For McDonald's drive-thru customers one of the most critical success factors is how long customers have to wait for their bag of food. What are the important success factors for your customers?
- How can you simply define the end result you are looking for? McDonald's defines the desired end result as hanging the bag out (HBO) the window so it is waiting for the customer. Reducing that concept to "HBO service" is simple, yet serves as the basis for the WOW service.
- Remember that quality service is often simple, but not easy. The HBO service concept is certainly a simple one to grasp. To achieve all the critical steps required to meet that goal, on the other hand, is not easy. It takes planning, coordination, teamwork and commitment. What will your simplified service concept require?
- Positive energy is a contagious thing. And regardless of how great your service concepts are, without the right attitudes and energy, they will not be as successful as possible.
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ADVENTURES IN ATTITUDES
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Click this linkto learn more about the powerful program, Adventures in Attitudes. Attitude is half the battle when it comes to providing outstanding customer service and building an environment where individuals enjoy coming to work each and every day.
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