Chris DeRose published an article at Business Insider addressing the fact that McDonald’s is failing at customer service, with a vice president of the company openly talking about the “rude or unprofessional employees” at some franchises. Here are DeRose’s suggestions:
1. Create shared emotion around delivering a great customer experience.
2. Keep simplifying work processes and rules
3. Invest more in tools and training.
4. Reward and recognize great service.
What DeRose doesn’t suggest? Paying the employees a living wage. Instead, he spends his time blathering about bullshit PowerPoint terms like “wow stories” and “customer mania” and “creating memories.” If you treat your employees like garbage, they’re going to treat your customers like garbage. McDonald’s shitty pay doesn’t even get a mention in DeRose’s article, but a program where “employees nominate each other for a series of pins” is suggested as a fix. Fucking unbelievable.
I don’t go to McDonald’s often, but I have never received bad service I agree wholeheartedly with your idea and perhaps other fast food billionaire companies should consider it. What a crazy idea! A number of companies do this, is this taught in the “Bullshit generic reward terms and catch phrases”? course? sorry if I outed anyone here.
Burgerville ftw! Consistently good service there. Peculiarly good for a fast food restaurant. They are definitely doing something right in that company. I’d be interested to see a comparison of compensation provided to employees of different popular fast food chains.
It’s OK — they have Charles Ramsey now. At least they think they do.