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One day when I was out of town, I stopped by McDonald’s to grab a quick breakfast. When asked by the cashier, I ordered a McGriddle, a large coffee, and a hashbrown. The lady immediately asked me if I’d like to make that a meal deal, which, of course, would be cheaper. I told her that I would indeed like her to make it a meal deal. I mean, who wouldn’t, right? We’re all in the business of getting more bang for our buck.
The more I thought about this, I wondered, was that a stupid question? Now, bear with me. I know everyone says that there is no such thing as a stupid question. And I am in no way implying that the lady herself was stupid.
But come on, might that be a stupid question? She’s offering me the same meal for a cheaper price. I am in no way inconvenienced by this change in the transaction. I do not have to wait any longer. My order is not altered in any way, other than how it is rung up and charged to me.
Can you honestly think that there is ANY reason that I would say no? If there is NO reason that a customer should object to our adding value to a transaction, should we even ask? Or is asking a marketing a tool? Is it a way of communicating an increase in value and making the customer aware that we’re looking out for them?
If that’s the case, maybe it wasn’t such a stupid question after all.
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Comments
09.01.10
"Why did you give me a meal deal? I didn't ask for that."
"Sir, it's the same items just a little cheaper to you, that's all."
"But I didn't ask for a meal deal, I don't want it!"
Some people are just stupid, so you have to ask stupid questions just in case!
09.01.10
It's not a stupid question, it's a customer service opportunity. McDonald's wants you, their customer, to think they're doing you a favour by giving you a "deal" on the items you would have purchased anyway. I think the cashier was just bringing that to your attention.
09.01.10
I'm thinking more along the lines of a marketing ploy. BUT...if you feel the need initiate the stupid-question-meter...you could simply respond to the clerk by asking "do you accept cash"?
09.01.10
Pete, after reading your comment, I was able to recreate that conversation in my head and sadly, I didn't think that it was very far-fetched.
09.05.10
I gotta agree with Pete. Let's say you were ordering these products for three seperate people and needed an itemized receipt....the question isn't so stupid afterall.
09.05.10
I don't think it has anything to do with marketing or customer service.
It's part of an industrialized and standardized training routine. The lady probably didn't even know what she was asking you, except that she had been programmed to ask when she first got the job.
Or maybe she actually did just get the job.
I really don't think McDonald's drive thru workers are concerned with marketing their beloved employers. Customer service maybe, that's just human nature. But definitely not (conscious) marketing.
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