It’s been in all the papers: McDonald’s restaurant sales in the U.S. have been on a downward slope. What is less well know is the cause: customers think their people are rude!
McDonald’s executives recently shared that 1 in 5 customer service complaints are related to friendliness issues, “and it’s increasing.” The top customer service complaint is “rude or unprofessional employees.”
Studies of similar companies has shown that employee problems are the results of three issues:
- Poor Hiring
- Poor Leadership
- Poor Training
- You can’t train the wrong people to be good employees
- You can’t have good employees without good managers
- You can’t keep using the same broken hiring process to get the right people
Fortunately, there is a solution. Ask Vicki Marshall, one of the most successful Multi-Unit Little Caesars Franchise Owners.
The Predictive Index® has helped us ‘get the right manager in the right seat on the bus,
significantly reducing turnover and improving how we communicate and educate our staff.”
For Marshall, the process of staffing and retaining qualified General Managers (GM) to run each of her 23 locations had also become a costly and labor-intensive undertaking. According to Marshall, in some areas each GM opening could attract hundreds of applications from external applicants and existing hires seeking promotions. Marshall and Insco would manually sort through the applicant pool to qualify candidates for the interview stage then use the interview as a way to get a “feel” for how the person would behave in the role; how he/she would manage and work with others and help drive the financial business. This approach proved unreliable as many candidates could be impressive in the interview but ultimately did not deliver the expected performance on the job.
After several seemingly successful hires turned over, it became clear that “something was missing” in their selection process and that this deficiency was costing the company several thousands of dollars. She estimates a loss of up to $3,600 and six weeks of training time for each General Manager turnover. In addition to the costs of on-boarding, losing a General Manager was having a trickle-down effect on the organization, impacting crew member morale and productivity.
That trickle-down effect results in the poor customer service that McDonalds and others are experiencing.
You can fix it!
For new employees, Marshall reports the selection process has become much more efficient noting that while they cannot control the number of applications for each job, integrating the Predictive Index with the job application has enabled them to develop a process to effectively identify the right candidates for interviews much more quickly and with greater confidence. They use the insights provided by the PI to guide the interview discussion by developing targeted questions addressing the fit and gaps between the candidate and the job.
With the Predictive Index® System on board, Little Caesars has developed a more productive hiring process resulting in lower turnover and all the associated benefits including improved morale and productivity. Marshall says the Little Caesars franchise has saved “a small fortune” in training and on boarding costs across all locations, not to mention their time and energy savings. They also rank in the top 10% of all Little Caesars franchise organizations in terms of performance and profitability, an accomplishment Marshall attributes in part to their use of the Predictive Index.
Learn how you can apply the Predictive Index Solution in your business.
Contact us today at 904-269-2299 x102 or email firstname.lastname@example.org