Smart Scheduling

Not to long ago, I was talking to a client who is the responsible for customer experience for a large fast food chain. The issues that impact QSR workers impact her company on grander scale. Their problem is not that there is lack of recognition of their problems or shortage of ideas on how to fix them. Everything comes to a grinding halt because decisions are consensus based - not top down or bottom up.

All impacted by the change get to have a say in the matter and often the cost of getting things wrong is too high for one or more teams for them to back the idea. This account of how one individual responsible for one Chik-fil-a location brought about change, makes for inspiring reading. The idea of a 3-day work-week with very long hours sounds controversial at first blush but if the team gets along, it may the very reason they stick around and have better job satisfaction which translates to better customer experience. 

It probably would have been a whole lot easier on myself, especially as a restaurant owner, to just keep doing things the old way. It definitely would have been a lot easier, a lot less conversations, a lot less planning, and things like that. But I'm so incredibly happy and grateful that Chick-fil-A has given me the opportunity to do this. Because the impact that