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Recently, there was a McDonald's employee who made an error about a customer's order. There was a slight discrepancy involved because the customer wanted a breakfast biscuit with eggs, and the employee thought that since the customer mentioned "eggs" in the plural sense she wanted two of these biscuits. However, even once the customer clarified that she wanted just one biscuit, the employee continued to stating that the customer ordered two. The employee was remiss for not admitting his mistake. He was focused on being right, when he should have been focused on satisfying the customer by fulfilling her order correctly. He should have merely admitted his mistake the first time, and corrected the order as opposed to arguing with the customer.Another time, there was a McDonald's employee working the drive-through window who was guilty of overpromising to customers. One of the customers was uncertain about which beverage to order, and the employee suggested a cup of coffee. The employee, however, overpromised how much the customer would like it, and even made some far-reaching comparisons to some of the more exotically brewed varieties of coffee. Her intentions were good: she was attempting to make a sale for a cup of coffee. Nonetheless, she crossed the boundary between salesmanship and overpromising...
She could have easily rephrased her promise by stating that other customers liked it or that she herself did, which would have helped with the sale but not constituted an instance of overpromising.
3. There was also a time in which it was apparent that a McDonald's manager required additional training. A customer was asking another employee for a sandwich which the company had offered for a limited time only and no longer offered to its clientele. The employee, however, did not recollect the offer and told the customer that the McDonald's had never offered such a product. The customer remonstrated, stating that she had purchased this food item from this particular location. At this point the manager intervened on behalf of the employee, stating that the item was never on the menu and had never been on the menu. Were it not for another employee's ability to remember the item and state that it was only offered for a limited time, the manager would have confused the customer by disseminating misinformation. Managers should keep abreast of the various changes in McDonald's menu.
5. Feedback is a key to excellence and a way to make employees better. There was a time in which a McDonald's employee…
One of the most important matters for Disney Corporation is something that is not materially valuable. Its reputation is the one thing that most tend to disregard when considering its fortune, as people would rather think about the money it generates and its possessions. However, the people at Disney's know that shareholders are expecting their investment to benefit them, given the company's tradition. In order to refrain from disappointing its
66). Furthermore, social software will only increase in importance in helping organizations maintain and manage their domains of knowledge and information. When networks are enabled and flourish, their value to all users and to the organization increases as well. That increase in value is typically nonlinear, where some additions yield more than proportionate values to the organization (McCluskey and Korobow, 2009). Some of the key characteristics of social software applications
Mario's Pizza Simulation Mario's Pizza Scenario- In The Mario's Pizza Simulation, Mario opened a pizza restaurant in Palm-Springs, California in 1950 with his wife. The current location is in a busy indoor mall in which there are a number of business and shopper clientel. Mario has notice that over the past several months, customers have had to wait an inodinante amount of time for their orders. This has resulted in him
Generic Strategies Porter's generic strategies began life as a matrix grid featuring low cost and differentiation strategies, which could either be mass market or niche in nature (QuickMBA, 2010). A fifth strategy, hybrid, has been hypothesized by some, noting that there are instances where a firm could be argued to practice some combination of differentiation and low cost. The Swatch Watch has a differentiated strategy. While not a high end watch, it
Dell Inc. The head office of Dell is at Austin, Texas at the same place where the company was based. Dell Americas is also located in Texas, which is the regional business unit for the United States, Canada and Latin America. The regional headquarters offices of the company are in England, for Europe Middle East and Africa; in Singapore catering to Asia-Pacific; and in Kawasaki, Japan, to serve the market for
Although further education teachers employed prior to this date are not required to attain this credentialing, they are being encouraged to do so in order to ensure their status as professional educators (Clancy 2007). There is a push to increase the rigor of the credentialing process for further education teachers as well. In this regard, Thompson recently observed that, "Further education lecturers are already allowed to teach post-16 and post-14