Originally posted June 30, 2010. Reposted August 2, 2011.
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Sadly, in the down-turned economy, organizations are cutting out one of their most important budget items: training. It’s natural to start cutting things from the budget when the economy is bad, but training should never be cut. I mean NEVER. In fact, in a struggling financial environment, training should be increased. McDonald’s proves this point perfectly.
I have three young boys, so we eat plenty of McDonald’s. My normal McDonald’s experience involves walking into a semi-clean restaurant full of grumpy-looking employees who obviously wish they were elsewhere. I walk across a restaurant with my feet sticking to the floor, look up at the menu and ponder my order. Then the cashier stares blankly at me and mumbles, “Can I help you?”
I think to myself, “Can? Can? How hard is it to train your employees to speak proper English? It’s ‘MAY I help you?’ Ugh!” Pushing my inner dialog aside, I place my order and ask the employee to hold the onions.
The cashier looks at me with wide eyes, not saying a word.
“Please hold the onions,” I say again.
The staring continues.
With more than a little frustration in my voice I say, “No Onions!”
“Que?” Is the response I hear from behind the counter.
Thankfully, I’ve found a McDonald’s that provides quite a different experience. The McDonald’s on east main street in Yukon, Oklahoma is very different. The employees are polite, alert, helpful, and they speak English. The floors are clean, as are the Bathrooms. It’s a fair drive for me to go to that McDonald’s, but I’ve decided that the drive is worth it.
What makes this McDonald’s so much better than the others in my area? Training. The owner of this particular franchise cares enough to spend money on training his employees. They are trained in leadership, customer service, and how to create positive environments. As a result, they seem to enjoy their jobs and they provide a great customer experience. The best thing of all, for the owner, is that the money spent on training translates to more money in the cash registers!
Whether you’re in business or ministry, don’t cut training!! The end result of cutting training is cutting financial dividends, effectiveness and growth. Cutting training is like cutting off a perfectly healthy leg.
Today’s post was inspired by this article.