Chris DeRose published an article at Business Insider addressing the fact that McDonald's is failing at customer service, with a vice president of the company openly talking about the “rude or unprofessional employees" at some franchises. Here are DeRose's suggestions:
1. Create shared emotion around delivering a great customer experience. 2. Keep simplifying work processes and rules 3. Invest more in tools and training. 4. Reward and recognize great service.
What DeRose doesn't suggest? Paying the employees a living wage. Instead, he spends his time blathering about bullshit PowerPoint terms like "wow stories" and "customer mania" and "creating memories." If you treat your employees like garbage, they're going to treat your customers like garbage. McDonald's shitty pay doesn't even get a mention in DeRose's article, but a program where "employees nominate each other for a series of pins" is suggested as a fix. Fucking unbelievable.