Page 218 - Everything I Know About Business I Learned

Everything I Know About Business I Learned at McDonald’s

had a conference in Asia, and we got three awards for the
outstanding performance we did because there were snowstorms
and . . . stores closed because they didn’t have supplies. We were
able to supply them.”

Lesson Learned

Don’t just recognize the employee. Recognize his or her
significant other. After all, without the support of the
employee’s partner, he or she would likely never be able to
continually deliver such great results.

Recognizing the Front Line
Frontline employees are the public face of the company, and they
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interact with the customer on a level that most people in cor-
porate never experience. But many of McDonald’s corporate
leaders, in fact, 42 percent of the current worldwide leadership,
started out as crew. As a result, their understanding of the
rhythm of the operation is what makes the company so strong.

Food for Thought

How many companies today demonstrate respect for
their front-line employees?

I am amazed when I walk into well-known chain stores
only to find that they have interminable lines at the cashier,
and the staff is disengaged with the customer. And there is
never a manager in sight. Many people walking into the