Someone at Taco Bell figured out that I would like my tacos more if they didn’t try to upsell me in the drive-thru. Brilliant! For years, I’ve been annoyed by lackluster salespeople/drive-thru attendants repeating the same old: “Welcome to Taco Bell, would you like to try our new Rancho Fajita Squid Wrap?” or whatever they were trying to move at the time. I’d always say either “no” and wait for a response or I’d just order what I came for. It makes me annoyed just typing about it.
Well, for the past few months, at least here locally, they simply say “Welcome to Taco Bell. How are you today?” Ahhh… Tension diffused. I reply, “Great, thanks! How are you?” Once, the late night guy said, “What do you think, man? I work at Taco Bell.”
It’s a great example of a company starting to see things from my point of view. An example of thinking “What would our customer want?” and not “how can we get as much out of our customers as possible without driving them away?”
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