The same day, minutes apart, two completely different experiences at McDonald’s and Market Basket (a Northeastern us grocery chain) and, therefore, the lessons we will learn as a result.
First, Market Basket. If you’re within the NE, you’ll remember the internal dispute the store’s browsing. The beloved President has been forced out and replaced with outsiders who, consistent with info, the shop put bent ok $300 million from ongoing projects/expansion and paid it out to shareholders.
In support of the now-former president, warehouses are closing their doors, refusing to ship to stores, store employees are wearing pins with the previous president’s picture on them, and requesting customers sign petitions located throughout the stores to reinstate “Arthur T.”
The amount of support the workers are showing the previous president is nothing in need of amazing. From creating a “Save Market Basket” Facebook page to wearing pins and explaining to customers why many stores shelves are empty, the list goes on.
Market Basket Lessons for Business Owners
When you support your Team as former Arthur T. did, as all Market Basket employees I’ve spoken with, and the press indicates she is valid, they’ll help you. In some cases to the purpose of risking their livelihood.
When there have been internal “issues,” the workers immediately made sure their customers knew what was happening and why and asked for his or her support.
And now for McDonald’s…
McDonald’s is world renown for its or its systems and processes. Believe it, they hire high school students who haven’t had employment before, and whether in Massachusetts or California, you are going to possess an equivalent burger within the same wrapper and with equivalent toppings.
They pioneered franchising.
That was until McDonald’s decided it wanted to be Starbucks and began offering a spread of “McCafe™” items.
From iced coffees in various flavors to “frappés” and a number of other things.
Now, instead of being “in and out” of drive-through in 90-ish seconds, it takes several minutes, and, from personal experience, 3 of my last four orders are tousled (at three different locations) – each involved one among the McCafe™ items.
You see, McDonald’s forgot who they were. a quick food restaurant. (Note: Ironically enough, I used to be recent during a Starbucks and that they were selling egg sandwiches. While not a coffee drinker, I’m a “coffee smeller,” and let’s just say the wonderful Starbucks scent is not anymore.)
McDonald’s/Starbucks Lessons for Business Owners
Know what you are doing best and stick with it.
When choosing to diversify, keep an eye fixed on the “back end.” Is everything working because it should? What’s been sacrificed (speed, quality, personal touch, etc.)? Can it be fixed? Is that the tradeoff worth it?
In Market Basket’s case, they’ve taken an indoor mess and turned it into a chance to actually connect with their customers.
In McDonald’s/Starbucks’ cases, they’ve sacrificed a number of their best features in trying to be all things to everyone.
Two inquiries to ask yourself of your business:
At its core, what does your business do and
When times are tough/the chips are down, what do/will you stand for?
I’d like to hear the answers if you would like to share them. Just comment below. I answer all comments personally.