An Arby's Experience?

The Starbucks Experience has become a common phrase. It recognizes that there is often something attached with the item that is purchased. In the case of Starbucks, many people have found something else attached to that mocha, latte, coffee, or tea. Perhaps this something else is the culture, ambiance, music, or environmental awareness associated with the brand.

However, have you ever heard anyone talking about an Arby's Experience?

I mean, have you ever been in Arby's and heard:

Hey, man, that was the best roast beef sandwich.

Dude, isn't this radio station awesome?

Aren't these hard plastic chairs comfortable?

Well, last Monday, I pulled up to the Arby's drive-thru window in Lafayette while en route to class.

While I was rummaging for some change, I heard this voice, "Hey, how's it going? Isn't it beautiful out today?"

I was kind of taken aback and turned toward the window kind of dumbfounded. This was the most friendly fast food worker ever. He proceeded to carry on a quick conversation of which my responses were "Yeah," "Sure," "Yep" because I was still kind of shocked. After all this is not what fast food is about, is it? Don't you normally just pull up to a drive-thru window, pay, and get on your way? Yet, this brief exchange was so unusual, so different from all previous fast food experiences. This guy single-handedly created an Arby's Experience.

The reason this is particularly interesting to me is that this Arby's employee stepped out of the factory-like mentality of the typical fast food establishment. All of the sudden it wasn't just about producing sandwiches in the fastest way possible. So tomorrow night, I'm planning on conducting an experiment by going back to see if this place really is different. If so, I think it is safe to say that this particular Arby's is onto something different for the fast food industry. Sure, McDonald's can renovate all they want, but a conversation can go a long way, too.