Raccoons & Customer Service: Lessons behind the viral Dunkin’ video
Uncover four valuable business lessons from a doughnut-loving raccoon encounter at Dunkin' Donuts
Samantha Jane Guptill , Screenshots via TikTok
Do raccoons run on Dunkin’, too? Well, there’s at least one in Florida that does.
In early May, a TikTok video went viral, capturing an adorable encounter at a Dunkin' Donuts in Orange City, Florida. The video, shared by customer Samantha Jane Guptil, showcased a remarkable interaction between a raccoon and a Dunkin' employee, offering insights that businesses can learn from. Keep reading for the business lessons.
In the video, as Guptil waited in line, a curious raccoon appeared in the drive-thru lane, seemingly craving Dunkin' Donuts. What followed was a delightful display of customer service and unexpected entertainment. The viral TikTok has garnered over 22 million views and over 35 thousand comments. Watch the video below.
It all begins with Guptil and her companion in the car: "What in the world?" Guptil calmly says as her companion chuckles. "My dude. He wants some Dunkin' Donuts."
Unfazed by the approaching vehicle, the raccoon confidently holds its ground, effectively cutting the line.
"Don't hit him! Don't hit him!" Guptil pleads anxiously.
A Dunkin' Donuts employee at the window, seemingly accustomed to such unusual customers, grabs a donut and locks eyes with the patiently waiting raccoon. The employee then reaches out the window to offer a white glazed donut to the hungry critter.
To everyone's astonishment, the raccoon displays impeccable manners as it reaches up with its dainty paws and politely accepts the donut. With its treat in hand, the raccoon promptly scurries off into the bushes, leaving Guptil, her companion and the rest of the internet in delightful awe.
Beyond the entertainment, what are the business lessons?
From a heartwarming encounter to millions of online views, this delightful interaction between a raccoon and a Dunkin' Donuts employee has undoubtedly left a lasting impression. However, beyond the viral entertainment, there are valuable lessons that businesses can learn from this unexpected moment. Let's explore the key takeaways.
Lesson #1: Customer Service
The Dunkin' Donuts employee at the window demonstrated exemplary customer service. Instead of dismissing or shooing away the raccoon, they engaged with the unexpected visitor, treating it with kindness and respect. By going the extra mile and offering a donut, they exemplified the essence of exceptional customer service, even to unconventional customers.
Although I’m sure not many people would have been turned off had the employee chosen to dismiss the creature. By showing compassion, the employee created a moment that touched the hearts of both Dunkin’ and animal lovers.
Lesson #2: Customers are Always Watching & Sharing
This viral video serves as a reminder that customers are always observing and sharing their experiences. Whether it's a raccoon in the drive-thru or a traditional customer, businesses should strive for consistency in service excellence. Every interaction holds the potential to be recorded and shared, impacting the brand's reputation and customer perception.
Lesson #3: The Potential for Going Viral
The “random” raccoon's visit to Dunkin' Donuts unexpectedly became a viral sensation, capturing the hearts of millions online. This is the perfect example that any moment can go viral, and businesses should be prepared for such attention. Maintaining quality standards and positive experiences consistently can help your business navigate unanticipated viral moments.
Lesson #4: Leveraging a Viral Moment
In the wake of this viral video, Dunkin' Donuts has a unique opportunity to leverage the attention and turn it into positive brand exposure. By embracing the charm of the raccoon and crafting engaging content or commercials featuring a similar lovable critter, Dunkin' can capitalize on the public's fascination. This strategic move can further strengthen their brand image and enhance customer engagement.
In conclusion…
The charm of a raccoon's donut craving has shed light on important aspects of business interactions and viral potential. By applying these lessons, businesses can create memorable experiences, maintain a positive brand image, and make the most of viral moments in today's digital world.
So, whether you're a Dunkin' Donuts fan or a business owner, remember that even a raccoon's visit can inspire valuable insights and remind us of the power of exceptional customer service and the influence of a single viral moment.
If you were to owner, how would you handle this sudden moment in the spotlight? Sound off in the comments.
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