The art of the perfect sip: What Diet Coke at McDonald’s can teach us about members

As a self-proclaimed Diet Coke connoisseur, I’ve indulged in this beloved beverage from countless  places—restaurants, food trucks, food courts, you name it. I’ve tried it in every possible setting, from upscale dining to casual eateries, and while Diet Coke consistently delivers its familiar crisp  taste, there’s one undeniable truth in my world: the best Diet Coke can only be found at  McDonald’s. I don’t know what magic they work on that fountain machine, and frankly, I don’t care. All I know is that nothing beats the satisfying feeling of that first sip from a McDonald’s cup. It’s pure  bliss, and it’s an experience that has me returning day after day.

But my daily ritual isn’t just about the Diet Coke, even though that’s what initially draws me to the  same McDonald’s every morning. It’s about the experience—the connection I’ve built with the  morning crew, the warmth of their smiles, and the sense of community that comes with a simple  exchange over the drive-thru window. There’s something comforting in the predictability of it all. I know what to expect, and that consistency is part of what makes the experience so special. I’m not  sure if the staff is extra kind because my order is as straightforward as it gets, or if it’s just the joy of  connecting with people you see regularly. Either way, their kindness adds an extra layer of  satisfaction to my morning routine. It’s a routine that, in many ways, sets the tone for the day ahead.

Now, you might wonder why I would drive out of my way, bypassing other establishments, just to get  a Diet Coke from McDonald’s. It’s because I’m not just buying a drink; I’m investing in an  experience. It’s the anticipation of that perfect sip, yes, but it’s also the genuine interaction with the people behind the counter. These small moments of connection turn an ordinary transaction into something meaningful. There’s something about knowing that the person handing you your drink  knows your name or remembers your usual order that makes the experience feel personal. It’s  these little details that transform a simple stop for a beverage into a cherished part of my day.

I’ll admit, I’m biased—the morning crew is my favorite. There’s something special about starting the  day with a friendly face and an encouraging word. These small moments of kindness have even  inspired me to pay it forward, like when I give one of my favorite employees a Christmas gift. It’s  more than just a transaction; it’s a feel-good experience that sets the tone for the day ahead. It’s  about recognizing that the people behind the counter are more than just servers—they’re part of my daily routine, and in a small way, they contribute to my well-being. If I’m being honest, the staff at  my credit union doesn’t really want to deal with me if I haven’t had my morning Diet Coke. This realization has deepened my appreciation for the importance of service, and it’s something I carry  with me into my work every day.

Now, you might be wondering what my love for McDonald’s Diet Coke has to do with credit unions. The answer is everything. Our members, much like me, crave recognition and personalized service.

They want to feel valued, known, and appreciated. Just as I go out of my way to visit my favorite McDonald’s for that perfect Diet Coke, our members will choose us—or leave us—based on the  experience we provide. It’s not just about offering a product or service; it’s about how we make our  members feel when they interact with us. Are we greeting them with a smile? Are we remembering  their names? Are we taking the time to understand their needs and preferences? These are the  questions we need to ask ourselves if we want to create a truly exceptional member experience.

And okay, I’m sure you don’t have the same love for McDonald’s Diet Coke as I do. But think about  it: maybe for you, it’s Starbucks, or a local café where the barista knows your name and remembers  your order just the way you like it. Maybe it’s that place where they don’t just serve you coffee but  make you feel seen and valued every time you walk through the door. That’s the feeling we need to strive for in our credit unions—the feeling that every member matters, that every interaction is an opportunity to make someone’s day a little brighter.

In a world where competition is everywhere, we must find our niche and excel at it. We have to offer  products and services that our members love and deliver them better than anyone else. But more importantly, we need to sell the experience. It’s not enough to simply provide a service—we need to  make that service unforgettable. We need to create moments that resonate with our members, moments that make them feel seen and appreciated. If we fail to make our members feel valued, they’ll find another place that does. And in today’s world, where consumers have more choices  than ever before, it’s the experience that will set us apart.

As Maya Angelou famously said, “People will forget what you said, people will forget what you did,  but people will never forget how you made them feel.” This quote resonates deeply with me  because it speaks to the heart of what we do as credit unions. We’re not just in the business of handling transactions; we’re in the business of building relationships. So, the next time you think  about how to enhance member service, consider this: Be the McDonald’s—or Starbucks—of credit  unions. Offer the best “Diet Coke” or “perfect coffee” you can—whatever that might be for your members—and do it with a smile. After all, it’s not just about the product; it’s about the experience  that keeps them coming back for more.

Let’s challenge ourselves to go beyond the ordinary. Let’s strive to create an environment where  members don’t just feel like they’re completing a transaction but are part of something more meaningful. Whether it’s remembering their name, taking a moment to ask how their day is going, or going the extra mile to solve a problem, these small gestures add up. They create a sense of  belonging, a sense of loyalty, and ultimately, a sense of community.

In the end, it’s about creating that perfect sip—an experience so satisfying that our members can’t help but come back for more. Just like my morning ritual at McDonald’s, where the combination of a  well-made Diet Coke and a friendly smile makes all the difference, we have the power to create  those same feelings for our members. It’s not just about doing our jobs; it’s about doing them with care, with attention, and with a genuine desire to make our members’ lives better.

So, as we move forward in our mission to serve our members, let’s keep the lesson of the perfect  sip in mind. Let’s focus on the details, on the little things that make a big difference, and let’s  commit to making every interaction a positive one. Because in the end, it’s the experience that matters most. And if we can master the art of the perfect sip, we’ll have members who are not just  satisfied, but delighted—members who are not just loyal, but passionate about what we do.