Going the extra mile: McD’s SG draws love as quirky customer request gains traction

McDonald’s Singapore has gotten some love online after a front line staff went the extra mile to fulfil a special request from a customer, who wanted a drawing of a dinosaur on a napkin with her yummy deliveries.

While initially meant as a joke, the customer, Amanda Tay, was pleasantly surprised to find her McDonald’s delivery attached with a drawing from the staff.

Read her full post here:

Tay’s post garnered around 221 reactions and 203 shares at the time of writing.

While a seemingly small gesture, the brand garnered attention as Tay’s post received over 203 shares at the time of writing. This is not the first time McDonald’s took on funny customer requests through its McDelivery platform. Just last month, one of its delivery staff helped a customer buy cigarettes. The customer praised the fast food brand on Twitter, and also drew the love from netizens online. The tweet garnered 1,709 retweets and 1,155 likes at the time of writing.

We asked McD's to share with us some of their tips to training front line staff. According to a McDonald's spokesperson, its crew and managers undergo a structured service training programme, which includes hands-on learning such as role-playing and simulation. These training methods help to equip its employees with relevant service skills but more importantly, motivate them to create memorable customer experiences, as its customers’ satisfaction is of utmost importance to the company.

The spokesperson added that McDonald's recognises its employees for their "commendable efforts" in delivering feel-good experiences, and it sees how this inspires its employees to do even more by going the extra mile for consumers.

"We are very grateful to customers who have boldly shown their appreciation for our employees’ good work and lauded them on our feedback portal or through social media. Being in the frontline of a service industry can be challenging, so these kind words and compliments mean a lot to our crew and managers," the spokesperson said.

Meanwhile, McDonald's has also successfully tugged at the heartstrings of customers with its new Ramadan ad, which revolves around the theme of caring and sharing.

McDonald’s is not the only brand to have acceded to quirky customer requests. Earlier this year, Singapore Marriott Tang Plaza Hotel also tickled netizens online by agreeing to a particularly funny request from one of its hotel guests – putting up pictures of Hollywood actor Jeff Goldblum. This saw the room being littered with different pictures of Goldblum from areas such as above the TV and even in the bathroom.

In today’s world where not all competitive products have a strong point of differentiation, having a personalised experience really puts a brand at an advantage. According to an earlier study by PwC, while price and quality remain top of mind when consumers make purchasing decisions, 73% of global respondents say that a positive experience is among the key drivers that influence their brand loyalties.