Page 222 - Everything I Know About Business I Learned

Everything I Know About Business I Learned at McDonald’s

frame a bit taller, my chest pushed out a bit. Years later, others,
including a former division president, expressed similar emotions
about their promotions. So it wasn’t just the first-time employ-
ees who became so impressed about receiving a raise.

Lesson Learned

Small gestures can go a long way in giving recognition to
individuals. Recognition leads to improved engagement and
motivation. We can always do more.

The Power of Public Praise
Small gestures delivered in a big way positively influence the
restaurant floor. This was evident at one of my New York stores,
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where I served as director of operations for a franchisee. Rich,
one of the managers, was a stern individual who at times led his
operation with an iron fist. But his crew also greatly respected
his leadership abilities. One Saturday I witnessed why.
It was just after the lunch rush, and the store was a beehive
of activity, with crew sweeping, mopping, filling up the ice-
bins—all of the tasks necessary to get the store back in shape,
ready for the next onslaught of customers. I noticed Rich, his
eyes constantly on the flow of activity and the customers, rather
loudly call for a worker at the counter area to “come back and
see me now.” The moment had the earmarks of a very strong
reprimand; every employee in the store watched while this par-
ticular worker walked over to Rich, no doubt pondering what
was next for her. Rich asked her to bring her timecard to him—
again, not a good sign. But Rich had another agenda.
As soon as she brought him the card, Rich declared in the
same strong voice for all to hear, “What an outstanding job
you’ve done the last few hours. From your speed of service