McDonalds Training Video with "Behind the Scenes" at making great customer service.
Renowned customer service doctorate Michael Jordan, equates his skills on the basket ball court to serving fast food.
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Renowned customer service doctorate Michael Jordan, equates his skills on the basket ball court to serving fast food.
#nostalgia #tvcommercials #videogamecommercials #gamingcommercials #oldvideogamecommercials #90scommercials #90sads #1990scommercials #2000scommercials #2000sads #2001commercials #1991 #1992 #blockbuster #tacobell #nintendo #nintendocommercials #mcdonalds #dailymotion #youtube #facebook #twitter #twitch #motiongraphics #deezer #tv #dlive #instagram #stream #motion #twitchstreamer #fightingmentalillness #twitchclips #twitchretweet #twitchaffiliate #twitchshare #ant #scribaland #tiktok #greece #spotify #gelio #games #vimeo #google #motionmate #youtuber #greekquotes #vhs #fullmovies #fullmovie
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TVTranscript
00:03Hi, I've got something very new and special that I'd really like for you to see.
00:07It's a video about satisfying the customer called Doing Whatever It Takes.
00:12Now you're probably wondering, what does Michael Jordan know about satisfying the customer?
00:17Well, let me tell you, when I step onto the basketball court, those 18,000 screaming people aren't just fans.
00:24They are my customers. They want to see more than just a basketball game.
00:27They expect to see a show. No matter what kind of day I've had, when I put on that uniform,
00:33my customers expect behind-the-back passes, long three-pointers, or great slam dunks.
00:39It's my job to deliver it, and I love it.
00:42When you put on your McDonald's uniform, your customers want more than just quick service with a smile.
00:47They expect to be treated as a guest in your home.
00:49And if you hadn't had the greatest of days, it's up to you to put on a show and do
00:53whatever it takes to satisfy your customer.
00:56The video you're about to see will show you the difference between good service and great personalized service we all
01:02must give our customers.
01:03And it will take you behind the scenes to show you how your video is actually made.
01:07So let's see what it means to satisfy your customers by doing whatever it takes.
01:19Tapes rolling. Everybody set. Slate, please.
01:24Take one.
01:26Dolly. And action.
01:29Thank you. Come again.
01:34Hi. How can I help you?
01:35Whoa. Cut. Hold it.
01:38Excuse me.
01:39Jim.
01:40Come on. That's the wrong line. Help me out here.
01:43You're supposed to say,
01:44Hello. Welcome to McDonald's. May I take your order, please?
01:48That's the way you always say it.
01:49Oh, Dave. Sorry, but that's my fault.
01:53Well, I was talking to Jim a little bit earlier, and he said that he was feeling really stiff having
01:58to say,
01:59Welcome to McDonald's. Welcome to McDonald's. Over and over again.
02:03So I told him what we tell our people all the time.
02:06Say what feels natural, but say it with a warm, sincere smile.
02:12I thought it was great.
02:13Well, you're the real manager here, Barb. You should know. I'm just not used to letting the actors change the
02:20lines.
02:20Oh, I understand. Believe me. I used to be the same way when it came to letting the crew people
02:25think for themselves.
02:27Say, everybody take a quick break, okay? What do you mean?
02:30Oh, well, you know we have our operations and training manual.
02:33Yeah.
02:34Well, it's kind of like your script.
02:35Sure.
02:35It tells us how to do things the right way at McDonald's.
02:38Well, I used to insist that all of my team do everything strictly by the book.
02:44I mean, everything from the way they greeted the customer to how they took the order and so on.
02:49Well, I started to notice that everybody seemed a little stiff.
02:52I mean, really inflexible in the way they were serving the customers.
02:56And the customers weren't particularly responsive either.
03:01So, I decided that I really needed to call a meeting.
03:04I needed to talk about this.
03:05Right, Lisa? You were part of the team.
03:07Well, yeah, yeah. We kicked it around and everybody agreed.
03:10We just didn't feel natural constantly repeating the same thing.
03:14So, we decided to lighten up a little.
03:16Like ad lib a bit when we were serving people.
03:19And it worked.
03:20It really did.
03:22People's personalities started to show through.
03:24I mean, well, they really started to have fun.
03:27And the customers, they really enjoyed being treated like individuals too.
03:31You know, that really makes sense.
03:32It's like, well, I know that actors sometimes need to ad lib a line or two.
03:38It makes their performances more natural.
03:40But, I just don't want to violate any McDonald's operating procedures.
03:44Oh, well, no, don't worry about that.
03:46Our procedures are mostly in the areas of work routines and methods.
03:50And those have been developed throughout the years to make us work more efficiently.
03:54But when it comes to how we treat our customers, well, we want to impress them with our friendliness, our
04:00service.
04:00And we can't do that if we come on like robots, right?
04:04Well, sure.
04:05Okay.
04:05Let's try that scene again.
04:07And this time, everybody loosen up a little bit.
04:09Okay?
04:10Places, everyone.
04:13Take two.
04:15Okay, everybody.
04:16The entire scene now.
04:17Dolly, and action.
04:21Come again.
04:23Hi, how you doing?
04:25May I take your order?
04:26Yes.
04:26Uh, how about a filet-a-fish?
04:30Uh, hmm.
04:31French fries and a small Coke, please.
04:34Will that be a large fry, sir?
04:36Yes, please.
04:37For here?
04:38Yes, for here.
04:39All right.
04:40Your total comes to 319.
04:41I'll be right back with your order.
04:45And cut.
04:46All right.
04:47Looked good to me.
04:48How about you, Barbara?
04:49Mm-hmm.
04:49It's looking better.
04:50Better?
04:52Well, it still seems a little stiff to me.
04:54No, I like the opening, and then it starts to get a little formal.
04:58Hmm.
04:58Uh, now, maybe, could your customer be a little more normal?
05:05Normal?
05:05Yeah, uh, maybe a little less polite.
05:08Oh, okay, okay.
05:09Mr. Customer, this time...
05:11Take three.
05:13And action.
05:15Come again.
05:18Hi.
05:19What can I get for you today?
05:20Yeah, I want a filet-a-fish, french fries, and a small Coke, and nothing else, okay?
05:26Well, will that be for here to go?
05:28Oh, no.
05:29Oh, no.
05:29What's wrong, Lisa?
05:31When a customer comes on strong like that, we've really gotta handle him with kid gloves.
05:37Yeah.
05:37People like that are almost always looking for a bike.
05:40That's true.
05:41Like they say, turn the other cheek.
05:43Now, the next time this guy comes in, he could be one of your nicest customers, if you treat him
05:48right today.
05:48You're right.
05:49Makes sense.
05:49Got that, Jim?
05:51Let's try it again.
05:55And action.
05:57Come again.
06:00Hi, what can I do for you today?
06:02Yeah, I'd like a filet-a-fish, a small Coke, and a fry, and nothing else, okay?
06:07Is that a large fry?
06:08I said a small fry.
06:10Well, I'm sorry, sir, I didn't hear you.
06:11Is that for here?
06:12Yeah, it's for here.
06:14All right, your total comes to 278.
06:16I'll be right back at the order.
06:19And cut.
06:20Great.
06:21Well, what did you think?
06:23That was a lot better.
06:25You know, sometimes it takes that little bit extra to avoid confrontation.
06:28Right, Lisa?
06:29Oh, boy, does it ever.
06:30But it's worth it.
06:31Okay.
06:32Let's set up for the next scene.
06:36Now, the action here is, Jim, you're taking this lady's order.
06:40And you're going to ask a special favor of Jim, and that's just the way I want it to sound.
06:45Like you're, you're almost reluctant to ask.
06:49Okay?
06:49All right.
06:50Background people, keep that energy up.
06:52Roll tape.
06:55Speed.
06:56Slide in.
06:59Take one.
07:01And action.
07:03Hello.
07:04What would you like today?
07:05Well, I'd like a medium Coke and a Big Mac for here, please.
07:08Would you like a medium fry with that?
07:09No, not really.
07:10But I don't suppose it's possible for them to put a slice of tomato on that Big Mac, is it?
07:15Yes, ma'am.
07:16It certainly is possible.
07:17It'll take just a moment.
07:18Is that okay?
07:19Of course.
07:20Great.
07:20That comes to 253.
07:21I've got your Coke.
07:22Thanks.
07:23Well, get your Coke now.
07:24You can find a seat, and we'll bring your Big Mac out to you.
07:28And cut.
07:30Barbara, can I ask you something?
07:32Sure.
07:33Now, I understand the scene, but are you sure you want to show that in the video?
07:37Well, Dave, I hear you.
07:39But you know, that's what this whole video is all about.
07:42When we say, doing whatever it takes, that's what we mean.
07:46We want each customer to leave thinking, hey, McDonald's did something special just for me.
07:52That's great.
07:57Really, I don't know how you do it.
07:59I mean, you've got to remember all of your lines, and remember your actions, and still smile.
08:05Hey, from what you've told me, and from what I've read in this script, our work is a lot alike.
08:11I mean, we're both performers.
08:13We have to remember a lot of things.
08:16We'll face an audience, and we both need to smile.
08:20Now, the only difference is, my audience is the camera and the director.
08:25And if I don't get my lines exactly right, I can do them over and over until the director yells,
08:30cut.
08:30That's a keeper.
08:32Then I feel as if I've done a good performance.
08:34But you, you only get one shot with each of your customers.
08:39Wow.
08:40I guess I never thought about it like that, but you're right.
08:43I mean, I've got to do all those things right the first time.
08:47Mm-hmm.
08:47Oh, and it's a great feeling when customers look pleased and say thank you.
08:52I figure if they smile at me and thank me, I've done a great job.
08:56And even if they don't, I know I gave it my best.
08:59Exactly.
09:00Okay, places, everyone.
09:01We're gonna rehearse the lobby scene.
09:03Great, thanks.
09:06Okay, Jean, you're the customer?
09:08Mm-hmm.
09:08I want you to set your tray down and take a seat.
09:11Got it.
09:12And then just as she sits down, Lou, you show up at the grill over.
09:16Right.
09:16Okay.
09:17Then while you're talking, this gentleman at the next table, right, folds up his newspaper.
09:23Okay.
09:23Gets up and leaves.
09:25This way?
09:26Right.
09:26All right.
09:26Then you go over and clean off the table.
09:29Yeah, get the tray right.
09:29Right, right.
09:30Okay.
09:31Everybody else just act natural, eating, talking with each other, having a good time.
09:37Okay.
09:38Let's run through it one time for the camera.
09:41Okay.
09:42Okay.
09:44And action.
09:48Ma'am, here's your egg McMuffin without cheese.
10:20Well, that was fast.
10:28No problem.
10:30Oh, sir, can I take that tray for you?
10:31Oh, yeah, sure.
10:32Here you go.
10:32Hey, was everything okay with your big breakfast this morning?
10:35Yes.
10:35Yes, it was.
10:36Have a great morning.
10:37You too.
10:39Nice idea, Lisa.
10:41Thanks.
10:41It plays.
10:43But, uh, come on.
10:45Is that the way it really happens?
10:47Sometimes.
10:48All right.
10:49All right.
10:49Not often enough.
10:50But that is what we want our people to understand from this video, right?
10:54Mm-hmm.
10:55That they need to look for situations where they can impress people with our service.
11:00We need to use our heads.
11:02No.
11:02Do whatever it takes.
11:04Exactly.
11:05Okay.
11:05We need to think of our customers at McDonald's like they're our own personal guests.
11:11And treat them that way, too.
11:12Hm.
11:13But you know it's a shame.
11:14What?
11:15You don't even get to see the real stars of this scene.
11:18What are you talking about?
11:20The grill team.
11:21Well, they're the ones who got that grill order out there so fast.
11:24What does the grill team have to do with service?
11:26Oh, the grill team has everything to do with customer service.
11:29You see, if they don't respond quickly in all situations, especially grill orders,
11:33then the counter people could never deliver the customer satisfaction we're shooting for.
11:38Hm.
11:38Everyone in the store has to do their part.
11:41It's the teamwork that gets the job done.
11:52Hi.
11:52How are you doing today?
11:53Okay.
11:54Your total's $4.85.
11:55All right.
11:56Here you go.
11:57Out of five.
12:04Your change is 15 cents.
12:06Enjoy your lunch.
12:07Come back and see us real soon.
12:09I gotta get out of the car now.
12:10Don't worry about it.
12:11I'll have somebody else get it later.
12:16Here.
12:18Your order's ready at the next window and have a nice day.
12:20Thanks.
12:21Thanks a lot.
12:22Here.
12:26So what were you saying, Lisa?
12:28I wanted to talk to you about the car.
12:30Sorry, I had lived at last.
12:31It just seemed like the right thing to do.
12:33Oh, no.
12:33It was great, really.
12:34Are you sure?
12:35Uh-huh.
12:35You know, well, that's what we were always trying to get our people to do.
12:37Think on your feet.
12:39I liked it.
12:39It was great.
12:40Thanks.
12:41You seem to be a natural in this.
12:44Okay, everybody.
12:45This is the final scene, and let's make it good.
12:47This is the perfect service scene.
12:49Everybody know their business?
12:50Yep.
12:50Yep.
12:51Okay.
12:52Places, everyone.
12:53Roll tape.
12:58Slay in.
12:59Take one.
13:01And action.
13:03Well, hi there.
13:05What can I get this hungry troop today?
13:07I'm cooling my room so I could have them.
13:09That's right.
13:10And I could have them too.
13:11Oh, good for you.
13:12Um, a hamburger and milk here.
13:15And a cheeseburger happy meal with milk for Jennifer.
13:18Uh, and I'll have a six-piece McNugget with sweet and sour sauce and a small Diet Coke.
13:24For here.
13:26I got it.
13:27Good.
13:28Your total will be $6.68.
13:30Okay.
13:34Hey.
13:35Can you get a little of the money?
13:37Yeah.
13:38Get a little of the money.
13:42$6.68 out of seven.
13:50I'll get it.
13:50A puppy meal.
13:52Yeah.
13:53A puppy meal.
13:53Oh, I think Jennifer is hungry.
13:55That's right.
13:55I'll get the cuffs for the milk.
13:57Thanks.
13:57Ma'am, would you like a high chair or a booster seat with that?
13:59Uh, a booster seat would be great.
14:01Thank you very much.
14:02You're welcome.
14:04And you caught that growing.
14:05There you go.
14:07Well, now, Jennifer, you come back and see us real soon.
14:09And, uh, I don't know your name.
14:12Peter.
14:13Peter.
14:14Well, you too, Peter.
14:15Enjoy your money, ma'am.
14:16Thanks so much.
14:16I'll carry that turkey, ma'am.
14:17Oh, thank you very much.
14:18You're welcome.
14:19Ready, honey?
14:23Well, what did you think?
14:25Was that last scene the perfect service scene?
14:28It was very good service.
14:30But remember, throughout the video, there was always a way to improve the script.
14:35To ad-lib something that turned the expected McDonald's service into complete customer satisfaction.
14:41And I know you can do an even better job than the actors because you know the system.
14:48You've got the power to make things better.
14:51If we rated what you just saw as A service, we're shooting for A-plus service.
14:57The smiles, the friendly, treat-em-as-guest gestures.
15:01Let our guests know we're not just six steps and a smile.
15:06Our goal is to make our guests think, hey, these McDonald's people really care about me.
15:11And you know what?
15:12We really do.
15:13But we have to do it every time, even if it takes a little bit more time.
15:19When you notice a guest not getting that great McDonald's service, whether it's a quality problem,
15:24an error with their order, or they just need a ketchup packet, help them quickly.
15:29In doing so, in earning those smiles and thank yous in repeat business, we can make our jobs more fun.
15:37Now let's take another look at that last scene.
15:40Even though it may have been good service, there are always ways to improve on customer satisfaction.
15:47Look for ways in which you would improve our service.
15:51I know you can.
15:52Remember when it comes to customer satisfaction, it's okay to do whatever it takes.
16:03Well, hi there.
16:04What can I get this hungry troop today?
16:06It's cooling my wings like that.
16:08That's right.
16:09And I get one too.
16:10Well, good to do.
16:11Yes, for you.
16:12A hamburger and milk here, and a cheeseburger hack and meal with milk for Jennifer.
16:17Uh, and I'll have a six-piece McNugget with sweet and sour sauce and a small Diet Coke.
16:23For here.
16:26I got it.
16:27Good.
16:28Your total will be $668.
16:30Okay.
16:33Hey, can you give me the money?
16:42$668 out of seven?
16:49I'll get it.
16:50Happy meal.
16:51Yeah.
16:52Happy meal.
16:53Oh, I think Jennifer is hungry.
16:55That's right.
16:55I'll get the cuffs for the milk.
16:56Thanks.
16:57Ma'am, would you like a high chair or a booster seat with that?
16:59Uh, a booster seat would be great.
17:01Thank you very much.
17:01You're welcome.
17:04There you go.
17:06Well now, Jennifer, you come back and see us real soon.
17:09I don't know your name.
17:12Peter.
17:12Peter.
17:13Well, you too, Peter.
17:14Enjoy your London, ma'am.
17:15Thank you so much.
17:16I'll carry that turkey, ma'am.
17:17Oh, thank you very much.
17:18You're welcome.
17:18Ready, honey?
17:19Oh, my God.
17:21Oh, my God.
17:23Oh, my God.
17:25Oh, my God.
17:26Oh, my God.
17:26Oh, my God.
17:26Oh, my God.
17:26Oh, my God.
17:33Oh, my God.
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