Page 226 - Everything I Know About Business I Learned

Everything I Know About Business I Learned at McDonald’s

One on One with Frank Behan

t’s one thing to give recognition to those who deserve it. But it’s
Iequally important to encourage those who are bypassed so
that they stay engaged with the system. Frank Behan said he
made it a point to lay the groundwork for future success for
those who were bypassed in favor of a higher achiever. As an
example, he recalled the instances where only one out of three
possible operators would be granted the license for a new store in
a particular territory. He took the time to call the ones who were
not selected to say, “I can’t give it to you. You’re a nice guy, but
you didn’t earn it, and it wouldn’t be right. Look, I feel terrible, and
it’s nothing personal.” In many instances the operators would
strive to turn circumstances around so they wouldn’t lose out

importance of supporting the other talent in an organization—
196 again or disappoint Frank. Frank’s approach emphasizes the
not just the immediate winners. Not all of the executives followed
Frank’s script, but they still made the effort to spell out the
action steps so that a strong contender always stood the

chance to achieve.

Lesson Learned

Make recognition meaningful to employees. While a bonus
might be nice, time off might be more appreciated by, say, a
mom or pop who wants to spend time with the kids. Others
may savor the kind of event they might not treat themselves to
otherwise—find out if they like theater or concerts, and give
them orchestra seats and a gift certificate to a nearby
restaurant. Look for the opportunity to impress.