changes that are actually "Operator Driven".
I have a suggestion to take things a little further - back off on all the "customization".
There was a cultural shift in the McDonald's system someplace in the last decade when McDonald's corporate people convinced themselves that customers wanted menu variety
over fast service. It seems to have started with slow service times after the introduction
of Made For You.
I've written often that the dumbest thing I've ever heard a McDonald's corporate person
say was when a PR person was trying to justify the long lines with MFY ... "Guests don't
mind waiting longer if they know the meal was prepared just for them". Felony stupid.
Here's an example - using the in-store kiosks - the kiosk is constantly asking you if you
want to "customize" your order. Maybe some of that is unavoidable (McCafe) but it sure
could be deemphasized.
I'm suggesting Operators go though the McDonald's operating system including kiosks,
the McDonald's App, McDelivery, etc. and look for anyplace a customer might encouraged
to make changes to their product.
I'm not suggesting that Operators turn off or turn away customers that want to "Have It
Their Way". They will always be with us. Just don't encourage them to develop bad habits.
And maybe we'll see less goofy YouTube videos of millennial customers screwing around
with the kiosks.