Complex Communications Solutions vs. Perhaps a Simpler One


From Paul Constant in The Stranger today:

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.


h/t @atrios

Collage by David Scherer Water, used with permission


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