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Do You Want Fries With That?
People often make fun of the fast food industry and you especially see this group used as the setting for jokes and sketch comedy on tv. We can look closer at this group and learn some important lessons about customer service and marketing.
- The phrase Do you want fries with that? is actually a great example of two things: suggestive selling, or “up-selling”, and knowing your customer. In this case, the customer has approached the company and said I would like to buy a burger. The company knows its customers like fries with their burgers.
The suggestion that the customer try some fries will sometimes be met with a positive response and sometimes a negative response. Either way, the customer is already at the point of sale so it costs the company no additional money to market the fries to this customer. Amazon is a great example of a company that knows its customers and practices this suggestive selling. - Responding to customer requests quickly will only be met with disappointment if it sacrifices quality and accuracy. I have yet to see someone unhappy when his or her order is delivered quickly and correctly in a fast food drive through. I have, however, seen many people sigh, cuss, frown and so forth when they open the bag and discover the order is incorrect or incomplete. Regardless what industry you are in, responding to customer requests quickly and accurately will help build goodwill – that intangible quality that helps give you the edge over a competitor with a similar product.
There are many more examples of things we should do and things we should NOT do but I wanted to focus on the two items listed above. Feel free to post your own thoughts and experiences via the comments section of this blog.
Thomas Goodwin is an Ohio licensed real estate agent (Realtor) and insurance agent. He is the Founder and CEO of Northern Pine Properties, Inc., a real estate investment, development, and management company in Cincinnati, Ohio. He also had the joy of working in a Dairy Queen restaurant when he was 16.
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