I know how anxiously you’ve been waiting for part 2 – and here it is! So how do we get our team members to do what McDonald’s get 16-year-old kids to do time after time after time?
Well McDonald’s are smart. They have a system for their business (in fact their corporate name isn’t McDonald’s Hamburgers its McDonald’s Systems) and…
It’s the system that’s the answer!
At McDonald’s, regardless of whether you own the store, manage the store or are a team member in the store, you have to follow the system… a system that has tens of thousands of team members in thousands of restaurants all over the world saying exactly the same thing, smiling exactly the same way and turning out millions of burgers every day that look the same, taste the same and are the same in restaurants that offer consistent quality, service, cleanliness and value.
And McDonald’s say that, if you don’t want to follow their system, you don’t work there… it’s that simple.
So what makes a system?
Simple…
…it’s scripts and checklists!
Scripts tell people what to say and checklists tell people what to do.
Remember how the Director of a movie or a stage show gets the result they want? They give scripts to the actors and checklists to the back stage crew and then they practise over and over and over, using those scripts and checklists, until the movie or the show is a perfectly reproduced and faultlessly delivered performance that creates exactly the right result in the minds of the audience.
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That’s what you’ve got to create in your business time-after-time-after time… a team who know exactly what to say and what to do to create exactly the right result with a perfectly reproduced and faultlessly delivered performance whenever they are on show to your customers.
There’s the answer… you produce scripts and checklists for your team that are practiced and rehearsed over and over to deliver the perfect performance every time. That’s the only way you can consistently create exactly the right perception in the minds of your customers and get the best possible results for you.
You have to engender in your team the concept of “this is the way we do things around here” to create maximum delight in customers and profits that soar.
And when you have those scripts and checklists you have a system. A system to make both your customers and you say “Wow!”
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