McDonald's came out with its strongest acknowledgment yet that customer service in the U.S. has suffered recently, and that it blundered by introducing too many new menu items too quickly.
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This article captivates me for a variety of reasons...but let's discuss the details.
Does your company culture [a] allow input that would have slowed the pace of new products in order to ensure better customer experience, [b] pushed out all those new products and blamed problems on the front line employees, or [c] admitted that, in retrospect, the new product strategy was too aggressive and made to ensure greater success moving forward?
Sometimes we have an idea that's so wonderful that we overlook the challenges that arise - and sometimes those ideas can kill the business by failing to meet the customer's expectations.
I kind of admire the leadership team at McD's for admitting they made some mistakes - and I just wish they had thought it through before pushing all that change onto the front line employees and the customers.
That said, there is no perfect way to do this...life happens. But what about your business? If someone stood up early on and voiced concerns - well, do you have the culture that would allow that honesty? How would it be received? When things go wrong, do you look for why and how to fix as well as not repeat - or do you just blame, fire, move on?