第1个回答 2009-09-21
McDonald's success May 2007 Tuesday 29 then McDonald's would succeed? Why can the McDonald's fast food in the world a hundred schools of thought contend with a day? Now let's come out, it's the secret of success. To see how it in this vast yt-food market in it.nor!
1 the basic principle of customer service - "Q, S, C + + v"
Q: (on) = wherever in Quality, where, when, for whom are not discount of high Quality.
Whatever the industry, as long as the quality of the products, will make consumers slow-down. Therefore, McDonald's food on to customers, through the strict quality control. Because of their goods is "food, so the food hygiene and quality of course through the layers of checks, can to consumers. The staffs of the slogan is "customer first", make, no matter how customers unreasonable demands, the staffs will try to cooperate. For customers to take other fast food coupons in McDonald's consumption, McDonald's service personnel will be according to respond appropriately.
S (Service: Service) = quickly and correctly, and smile to meet people.
McDonald's require employees must always keep smile, because the service personnel is the front-line customer contact with nature, so gracious smile is very important. Today, in McDonald's attendant, but after counter countless times at the counter, can smile training for our service!
C: clean Cleanliness (= keep the neat environment.
When the guest when have dinner, hope he dining environment clean, so very the attention of the store's clean, about every half hour will clean surrounding environment, make customer can enjoy the clean environment.
V (Value: the Value) = to make each customer feel valued, reached the highest satisfaction, think to McDonald's consumption is worth.
"McDonald's for you" light is heard these words, he felt deeply by importance as customers. McDonald's employees do their best to make customers achieve satisfaction. Sometimes a waiter smile on you, to let you feel McDonald's is filled with love, full of warm place, also can let you will want to go to McDonald's next time. In the rush hour, McDonald meal the counter is always crowded at McDonald's, the waiter will pour drink please drink, and for their procedures slow and apologize. This will make you feel very welcome.
2-3 appeals service quickly and correctly, FAT (kind),
F (Fast: refers to the customer service rapidly) must be completed in the shortest time. Because the precious time transient, therefore, time management of exquisite of modern character, can in the shortest possible time to enjoy the food, they decided to step is one of the key to store or not, therefore, McDonald's attaches great importance to the time.
A correct and Accurate Accurate () : no matter how delicious food of McDonald's, if not the customer ordered food to correct the customers, will give A kind of "customer's service attitude is very careless, no organized" bad impression. So the McDonald's in rush hour, will also provide customers - and the correct choice of meals. This is the most basic of employees to McDonald's.
F (cut) : kindness and friendliness kind hospitality. Not only should keep smile of goodwill, and to actively explore customer needs. If the customer choice food or drink no dessert, McDonald's service personnel will smile to say to you: "don't reference of our new products or some drinks?" To do so, not only can introduce new products to customers also increase the turnover.
3 smile is free (heartfelt welcome customers),
McDonald's notoriously "registered trademark" is a gracious smile. So when we went to see the price when the McDonald's counter the bottom plate instructions written a column "smile free". As long as it is a McDonald's assistant must remember the spirit, which is by the cordial smile McDonald's staff customers consistent affirmative. Customer come to dinner, not only on the taste of food, pay more attention to the atmosphere in the shop, create a full of smiles warm space, this also is in others' view. Dinner at McDonald's, particularly can feel warm breath. Because every employee is so affinity. This let customers not only a deep sleep McDonald's fast-food restaurants, a spread joy and love.
4 come quickly Drive Service (or Service),
Due to the progress of The Times, automobile and human life closely combining with modern life is busy, and how to more effectively and more simple solution to the problem, "eat" more attention, and can provide the most rapid and health of McDonald's "come quickly" service also flourished. "Come quickly" was originally a window, also provide some food for the meal, but after improvement, has increased to two Windows, entry point meal, export meal, so, not only in the short time efficiency higher speed, also more and more quickly, "come quickly." this so convenient purchase system, also deeply people eat, which is why the "come quickly to the profits brought by" McDonald's gross revenues as the main factor 50%. (note).
5 seize the heart of customers
From eight to 88-year-old, everyone knows "McDonald's." That is a famous let us see how it captive all the hearts?
A free toys
McDonald's to understand customers' needs and needs. Children like toys, McDonald's, it is needed to consumers, so the group in the happy meal in special bonus free toys. Due to the toy is free, parents can allow children to eat, can have more free toys for children, McDonald's and sweet predictably.
B take popular trend, the train, manufacturing business
Olympic and World Cup soccer, Korean scene - base rabbit and Hello Kitty, as a huge, always with business. McDonald's know this car, launched a series of related along the merchandise, also attracted the interest of it to the consumption of collectors, and even cause a crazy collection of agitation!
Launch new products, innovative C taste
When the customer was sated with McDonald's food, they occasionally to change, in order to avoid the loss of customers, so as to develop continuously and then McDonald's launch can make social public, favorite meal. For example: kimchi, according to roast pork, Japanese, and Marine shrimp FengJi burger... Etc. Continuous innovation, durable minerals-each.
D discounted brand
When the restaurant taste and families are quite, discount price have become very important. In general, the price also is popular McDonald's, But for teenagers, McDonald's group is a kind of food every day to enjoy the luxury. Therefore, McDonald's for this vast youth group launched three 60 yuan, buy a send a, paired with stickers, accompanying scrath the meal card... Such special combinations. Because the price gap customers will choose in McDonald meal, McDonald's to buy a little effort, but master so much, really is "big" best small side.
Six efficient marketing methods
A make Q, S, C to best
Because there is more than half of the customers with "come quickly", so "buy food from the frequency speed" is used by many, therefore ", "service also must quickly, mutatis mutandis, stores, S, C" Q "standard of service, can let the customer segments. Again.
B XianMu "come quickly ascension (Visibility)" and "ZhengJieDu (Sanitary)"
Advertising signs everywhere in the Taiwan, signs of color is too far into dazzling, signs of smart, appearance and color choice whether features... Can become McDonald's in various demands of different restaurant attracted customers is an important topic of the eye.
McDonald's "golden big M word" can be successful on behalf of signs. Because of its golden big M word give people a feeling of warmth, plus sign succinct, easy in customer's mind.
C advertising effects
A successful commodity from good marketing methods. Advertising is one of the marketing gimmick. Example: in the newspaper advertising, promotional negotiable DM, etc. But advertising is multifaceted, most importantly, you exactly what is the goods for the final appeal? If you can let consumer in the advertisement in mind, leave deep impression, is half success!
McDonald's advertising always give a person a kind of very sweet feeling, because they feel he is happy source. But the appeal to children, with toys as promotion gifts to attract customers, with the two, natural meeting has continuously customers.
7 business form
Why is the area around the McDonald's hottest, high price? Reason is the McDonald's knows how to "Fried space". When a McDonald's decision is prohibited in somewhere, will run in before doing quite full and detailed preparation and evaluation. McDonald's first will assess the population concentration, here consumption tendency, customers and merchants age near the future trend of... Etc. When the area of McDonald's promising prospects, the need to do is wait for the recovery of the funds本回答被提问者采纳