the fundamentals of great service into their game plans. It would make atremendous difference if a cashier would very simply smile and say “thank you” after returningyour change. From the expressions on the faces of some of the employees we felt as if we ruinedtheir entire day just by walking through the door! Personality and attitude should be majorconsiderations when hiring employees. Hire only those who will take pride in their jobs, beprofessional, and treat the guests very well.Our final recommendation for both operations is to adopt a “Total Quality Management”philosophy. Food should come out with the right ingredients and at the correct temperature. It isa waste of time and money to make an order over again if it is not perfect the first time. Withbetter training and communication there should be no reason for orders to be less than perfect. The proper attention could be directed to the next customer waiting in line. If things are donecorrectly the first time, it will save aggravation for the guest, who, by the way, will remember thathis order came out exactly how he wanted it. Basically, just take care of the customer. Giveemployees the power to do whatever it takes to make them happy. Exceed their expectationsand, in return, you will have a life long patron. He will be back again, and again, increasing longrun profitability. This concept should be applied to McDonald’s as well as Burger King, tohelpattain their corporate goals. ReferencesMcDonald's Corporation. (1992). We Guarantee It. Oak Brook, IL: Author.McDonald's Corporation. (1992). Good Neighbors. Oak Brook, IL: Author...
