Burger King — Restaurant in Town of Henrietta

I had just flown into Rochester from Dallas. It was about 2:30 in the afternoon and I had had nothing but coffee all day. I was starving, and the irresistible aroma of charbroiled hamburgers drew me in to the drive-thru. I don't ordinarily eat fast food but I was hungry enough to make an exception.

When I ordered, the young man on the intercom confirmed my order, gave me my total, and emphatically said "You rule!" This absolutely made my day and I was still smiling when I got to the first window. The lady their took my money and I told her how much I loved what had just happened. We had a good laugh about it and I pulled forward to the second window. This was the young man who had so enthusiastically told me I rule. Rather than just hand me my order, he leaned out the window, offered me a paper Burger King crown and asked sincerely "Would you like a crown, because you're a king?" I was utterly blown away that this guy was so into giving me the experience that I'm certain Burger King leadership wants him to.

I was in town to provide retail sales training to a local appliance retailer, facilitating 4 sessions over 3 days, and I told this story in every one of them, using it as a great example of customer experience, the words we use having meaning, and it making a difference when we say things with enthusiasm. I wish I had the young man's name....I know one appliance dealer that would hire him...

Don't eat here. I stopped in for breakfast, ordered my food and received it. Before I left, I observed a specific employee using his cellphone in an ungloved hand while at the food preparation station. I thought maybe he took his gloves off because there were no food orders and when orders came through, he'd wash up and put gloves on.. I was partially wrong.

I then watched him put on gloves both hands without washing his hands, then he pick up his cellphone and used it in one hand while still at the same food preparation station but this time, I seen the woman who took my order earlier standing next to him while looking on.

I called the location's listed number but it went to Corporate. They have a robot automated answering system that basically means they don't have LIVE people to answer their telephones nor do they care enough to get feedback from customers right away. Frustrated, I hung up.

Still determined to contact management of some sort to report this, I walked back in and asked for the Manager. The woman stated she was the manager.. the same woman who both took my order and had been standing next to the specific employee during this food code violation. Bewildered and shocked, I resign and left post haste.

Most people use their cellphones in the bathroom and don't sanitize them afterwards. Now let that ruminate...

Alright, let me set the stage for you. Imagine you're on the road after a long day. It's almost midnight, and you haven't eaten anything yet. You've looked for places to eat, but to no avail. With nothing left, you decide to take a chance on this low-rated fast food chain. Driving over, you spot the bright Burger King lights that cut through the darkness of hunger, like a castle on a hill. Entering the establishment, you are met with a nice clean environment. The staff was a bit scarce, but that didn't stop them from providing five-star service and beyond. One worker, I can't for the life of me remember his name, but we exchanged a few words. Somehow, it led me to tell him about how my landlord was close to evicting me. He stops me mid-sentence and offers a room at his house. I was stunned, I graciously declined the polite offer, but he turned to me with a smile and said this phrase that hasn't left my mind since. "Sir, I would've given you the clothes off my back, that's just the Burger King way." I nodded and grabbed my food to sit down and ponder what service really meant. As I bit into my burger, I tasted what I thought was paper. I opened my mouth and spit out a crisp Benjamin ($100 bill for you folks out of the loop). I looked up and saw the server. He met my glance and just winked.

That is the power of the...