I'm typically a Burger King guy, but my options were pretty limited as I was returning from a client's home last week, so I had to settle for McDonald's. I was after my mid-afternoon coffee that would keep me going for the rest of the day.

So I pulled up to the drive through and placed my order--"iced coffee, no flavoring, please".

"That will be $1.54 at the first window please".

Photo Courtesy of msmudcat2001

I couldn't believe what just transpired. A complete stranger looked me in the eye, smiled and called me by my first name. This at McDonald's of all places! This has never happened to me at a fast food joint before. I was impressed to say the least. I thought to myself--"I will definitely be stopping here again". I'm very easy to please.

Then I rolled up to the second window...

Window Woman: "Did you say you wanted flavoring or no flavoring in that coffee?"

Me: "No flavoring please."

By her expression you would have thought I had just rolled in from the local asylum. She rolled her eyes and gave me the "you must be stupid" look. She could have at least tried hiding her look from me, but nope, she didn't care that I saw it. In that one instance, all the good will I felt from the first woman was now replaced by scorn from Window Woman #2.

As I drove away I wondered if the manager or owner understood the crazy juxtaposition in their drive through process. In one moment, they won a loyal customer, 10 seconds later they lost the same customer forever.

I think you can see the lesson here. For me, I learned that I should never have employees :-)

All kidding aside, where is the juxtaposition in your business? Is there a Window Woman #2 you don't know about?

Any thoughts? Am I strange for not wanting flavoring in my coffee? Leave a comment in the box below.

Feel free to share any other comments about this week's tip as well.

To your success,
Chris Heiler, Editor
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