Leigh, good to have you back and posting on the FIX!

Regarding McD, they've really fixed up some dilapidated properties over the years. I think they've been on a big push to revamp company owned stores and are giving big incentives/co-op dollars to franchises to do the same.

And of course, there's that upcoming push into latte's...

Paul - Thanks for the welcome back - now out of maternity leave and getting my feet back under me.

I think the franchise dollars and incentives is really a smart move... along with branching out into new brands - like Chipotle...the one in NOVA is packed all the time. Nice $$ per sale and per square foot, I suspect.

Great post Leigh. I'm a loyal reader, and particularly enjoy posts about industries that are distant from our own (B2B/technology), and therefore what we normally read about every day, but none-the-less deal with ideas that have applicability across all categories if you can think outside the box. In Robert Stephens' (the founder of Geek Squad) speech (http://blip.tv/file/676604) at this year's "Customer Service is the New Marketing" summit in San Fran, he referred to Picasso's quote, "Good artists copy, great artists steal," which I think rings true to the value of not only paying attention to innovations in your own industry.

Anyway, I just wanted to mention that your post reminded me of a similar experience that I recently had on a ski trip to Calgary, Alberta (this is in Canada for you Americans :). I stopped at the McDonalds downtown to grab a cup of lousy coffee at 7am. Normally, I would say that most of us could get around a Mickey D's with our eyes closed. However, I was presently surprised. The whole place is decked out like a 50s burger joint, with impressive attention to detail - everything from vintage cars to leather upholstery. Needless to say, it was the most surprising (and therefore word-of-mouth worthy) event of the day, and I probably told 10 people. More importantly, I (along with probably a handful of the people whom I told), would actually make a conscious decision to visit this particular outlet on a future trip. This is something that I would have previously assumed impossible for McDonalds, who I imagine get the bulk of their walk-in traffic from circumstance alone.

It's a good example of what Andy Sernovitz talked about in his word-of-mouth MP seminar (shortly before the ski trip actually) with respect to the fact that, if you do everything well all the time, your customers have nothing to talk about (it wouldn't surprise anyone to hear that my stay at the W was great). However, by exceeding the expectation of mediocrity (McDonalds isn't exactly known for atmosphere), you create a reason for people to talk.

Hey Robert -- Thanks for your comments. Good stuff.

I would hope all of us would rise above mediocrity.... the challenge is, when you establish a standard for something, you can often be accused of mediocrity just by delivering it! Therefore, there is a constant raising of the bar -- a "tweaking" of the dials as you attempt to provide the element of pleasant surprise that keeps people engaged...and TALKING!

I'm left with just one question.... you said the environment was great but was the coffee crappy?!

Thanks again! Leigh

Welcome back, Leigh.

Hope all is well.

Roy

Thanks for your valuable suggestion,now a days people are prefering to spending their time by going to a good restaurnt and have food.restaurants are one of the best places to make your honey happy.

If you're ever in a conference in Orlando, when I lived there (2.5 years ago) there were at least 8 McDonalds with different themes. I believe they were owned by the same guy or group of people but the themes I can remember where:
gourmet, safari, motorcycle, sports. Also, just about every Orlando area McDonalds near anything touristy usually offered an additional menu of bistro items like panini, fresh scooped ice cream, wraps, etc.

If I were to redo a McDonalds, I would also offer bistro items. Get the kids to bring in the parents, but the parents can also enjoy a real meal with plates and silverware. Of course, I'm eco-conscience so I would keep the environment in mind when doing the renovations, but I don't own a McD's so I guess I haven't thought too much about it. :-D

Hi Roy - good to be back.

Micheal, Thanks! I guess I had heard about the themed Micky D's and I have actually seen some of the retro ones in a couple states.

You reminded me of when I lived in Italy, McDonald's was one of the places we went when we got homesick. We got a kick out of the McBeer and McWine... In addition to a Big Mac ("UN BEEG MACA" based on the pronunciation of the cashier) you could get a salad from a HUGE Italian salad bar with big crusty rolls. They had place where they made pasta on demand, as well. A tad different than the U.S.- and definitely more tailored to adults with discrimminating tastes.

Yup, it was still McDonalds after all :)