Car Count Daily
I’ve got to admit, I had to rush here in my little studio here, and record this video above for you so this is going to kind of be off the cuff, because something happened to me, that just literally blew me away. And here’s what it is. And as a matter of fact, I have proof of it because I actually took a picture.
Today’s been kind of a wild and crazy day, and I’ve been running around like a chicken with my head cut off. And I just realized, Oh, it’s lunchtime so I had to rush out real fast, and grab some lunch. I didn’t make the wisest decision, in where I was going to eat lunch. I went to McDonald’s, okay. I know, shouldn’t go to McDonald’s, but I didn’t plan my meal out.
You’ll see that there is a McDonald’s employee in full McDonald’s uniform, wearing the McDonald’s visor and the apron, standing there at a little garbage can, that is clearly marked no smoking. Guess what she is doing? I watched her walk out of the main doors of McDonald’s, and light up a cigarette. In full view of everyone. You’ll see in the video, or the picture. You’ll see me. That’s me in that red truck in line for the drive thru. In full view of me, in full view of everybody walking in and out of there. You have a McDonald’s employee. A food service employee. Smoking a cigarette.
Now let me ask you a question. Do you see anything wrong with that? Do you think there’s maybe something that they probably could have done a little bit better? That’s what Disney calls being on stage, versus being off stage. If you’ve ever gone to Disney, you realize that the employees are … they’re extremely enthusiastic, and extremely nice, and pleasant. Everybody you come in contact with, they’re great employees. That’s what Disney calls on stage, because when they’re in view of all their guests, they have to be at their best behavior. The most helpful they could possibly be. Now, if you would go into the Disney, into a warehouse, some place that’s out of view of the public, that is off stage. They don’t have to be their normal cheery, pleasant self when they’re off stage because, look, they’re in the business of making people happy. So, if you’re in view of your customers or guests, you have to act totally different than when you’re not in view.
Let’s relate this to your auto repair shop and how this really works with you. Imagine the same scenario. I’m walking into your auto repair shop, and I see all your technicians just standing around smoking cigarettes, right by the front door, as I walk into your shop. Now, I know you’d never let that happen, right. I certainly hope not. But, what you want to do is you want to make sure that you, when you’re in the view of your clients, when your technicians or your employees are in view and earshot and nose shot of your guests, your clients, that are walking through the door, you have to be on your best behavior because you never get a second chance to make a first impression. And when somebody walks in, and they see something going on that just doesn’t seem right, that doesn’t feel right, that doesn’t feel professional, they’re going to get turned off. That’s the reason why we want to make sure that you have a really good first impression.
When people walk into your shop, your waiting room is nice and clean, you got a clean bathroom, it smells nice. Look, this is a dirty, grimy business and I get that. That stuff happens in the back room, out of eyesight, out of earshot and out of nose shot of all of your guests, and your clients that are in there, at least it should be. If it’s not, you gotta really paying attention to that because that’s not the impression you want to start giving. Disney has it right, when you’re within eyesight or earshot of your guests or your clients, you have to be on your best behavior.
Don’t let that ugliness of somebody smoking a cigarette. And look, I have nothing against smoking, but I have everything against smoking when it’s in front of your customers. I don’t happen to smoke but if you’re going to take my car out on a test drive, and you smell, and you reek of smoke, and you’re dirty and greasy, I’m going to be a little concerned. I’m sure you would be too if the roles were reversed. So, just really pay attention to when you’re in the eyesight or earshot. You wouldn’t want your technicians yelling a bunch of four-letter words in the back room, right? Things happen, knuckles get busted, frustrations happen but, you don’t want that within earshot of your clientele. So, make sure … just be very, very aware of what’s happening and what your customers see because, again, you want to have a good positive impression where they walk away thinking, wow, this is a great place, not the impression I have of … as that picture shows … McDonald’s.
Again, look, a bad choice to eat at but even a worse choice for somebody to be sitting there smoking away as you’re walking into a food establishment with the full McDonald’s garb on. Clearly an employee and clearly the wrong image that McDonald’s wants to portray. I hope this has helped. Thank you very much for joining me on these videos. Now, if you like what you see, if you have some suggestions, go down below the video, leave me a note. I read every one of them, and I respond to as many as I possibly can. Let me know how I’m doing. Let me know how I can serve you better