Page 133 - Everything I Know About Business I Learned

Lead by Example

drilled into you. And the more adept you were as crew, the more
credibility you earned, even if you worked in corporate but were
visiting a restaurant as part of your field work. In my conversa-
tion with former CEO Jack Greenberg, he recounted a time he
visited a store during a rush with the present CEO Jim Skinner.
Jim had grown up in the system and was well versed in every
operational nuance. But he had forgotten that Jack, who had
entered the system in finance, had revved up to speed with the
system by completing six months of intensive in-store operational
training. Jack was on his game. Compelled to help out in a pinch,
as is typical McDonald’s style, Jim no doubt showing some com-
passion, suggested that Jack take fries; this was a relatively easy
station to handle and, if Jack worked it, it was obvious that he
would likely be able to really make a difference. Yet Jack, know-
ing his prowess was probably more current than Jim’s said, “No,
you take fries, I’ll work in the back with the grill team.” Jack’s
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response sent Jim a subtle—and probably slightly surprising—
message that he “could handle it” and was now operationally
qualified. Here Jack was higher up the corporate ladder than Jim,
yet he still wanted to show he could work the grill—and work it
well. That ability was as important to crew as it was to corpo-
rate officers. They too prided themselves and were even com-
petitive on their competent restaurant skills. In recounting this
story to current CEO Jim Skinner, he laughed as he recalled, how
after the visit, they jokingly sent the operator a bill for their “ser-
vices” at their executive pay rate broken down in hours. That
subtle, humorous, and creative approach helped to send the right
messages about pitching in whenever needed in the right way.
And never mind the interaction between Jack and Jim. Imagine
the message their presence sent to the crew. It let them know that
management is accessible. Their style may be different but not nec-
essarily better. It lets the crew know that everyone is in this as a
family, and that together we can make a difference.