I often write suggesting the need for
organizations and individuals to stand-out, go beyond expectations in their
business, career and life. Companies should strive to reward employees for
providing that “wow” factor. Unfortunately at McDonald’s it’s a dismissal to go
the extra “sprinkle.” Suddenly, those golden arches aren’t so golden.
McDonalds was the original fast food restaurant
for the masses. Be it your first or 1,000 visit at any McDonalds in the world
the look, taste of the food or building specs was built on consistency. The uniformed
fast-food business assured everything sold was identical, no variation what-so-ever.
Those were the days, when fast-food was quick.
Taking the family out to eat was a cheap form of entertainment and for the
factory worker or businessman it was a quick source for lunch. It gave Mom a
chance to get away from cooking and you never knew who you might see at the restaurant
to socialize with.
Ray Kroc
pioneered the future of fast-food as a corporate entity marketed towards kids,
young families and fun. Ray was the first to offer a drive-through service and uniquely
identified his locations with those famous visually attractive (at the time)
golden arches. Later he promoted the clown, Ronald McDonald, while building
child playgrounds on location for the kids.
In later years, McDonalds marketing has focused towards
young teenagers targeting lower income groups. Creating the McCafe` drink island
has proved a successful competitor against the pricing at Starbucks. The corporation has donated millions of
dollars through charity with its Ronald McDonald Houses and other associated
charities and should be commended for their fine work.
The firing of an employee for simply providing
extra sprinklings of chocolate pieces on a desert is outlandish. Providing that
little “happy meal” by adding a little extra scoop of toppings shouldn’t have
been reason for a firing, it should be encouraged to provide a customer with a “wow’
experience. At maximum a verbal warning to the employee would have been more
appropriate, since it involved a dastardly low-paid co-worker (pun intended).
After all, let’s not allow those employees to
think on their own or outside-the-box. No sir- let’s make sure they conform to
the sameness of the organization like its 1955.
If the cost is too expensive to rationalize
freebies then notate on the menu, the cost per extra scoop. Perhaps raise the
price (slightly) of a McFlurry and offer free extras. What’s next rationing salt and ketchup?
Perhaps this is why I ask for an extra-sweet Latte
and rarely receive the extra additives. I don’t mind paying for it either. But
this isn’t about the money, it’s about something Ray Kroc understood well-
It's about giving the people what they want!
Until
We Meet Again,
Jim Carver
Jim Carver
Author: The Legacy of David A. Wells- The Lexington High School
“Band of Gold”
Something Meaningful that Matters!
www.successthroughmusic.com
Something Meaningful that Matters!
www.successthroughmusic.com
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