What a Billion-Dollar Food Chain Can Teach You About Operating Your Business
If you’ve ever wondered how the world’s most successful franchises manage to stay consistent, efficient, and wildly profitable, this episode is for you.
In Episode 4 of The Operations Fix, I take a look back at my very first job at McDonald’s. While it wasn’t exactly glamorous, working at this billion-dollar food chain gave me insight into the systems and strategies that drive business success. From the power of documentation to why customer service matters more than the product, you’ll discover actionable tips you can apply to your own business.
Here’s what you’ll learn in this episode:
Why documenting even the smallest tasks leads to better consistency and efficiency.
How defining clear roles simplifies hiring and onboarding.
Why customer service is the true secret to long-term success.
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If reading is more your style, enjoy the transcript below:
When people find out I started working at 15 years old, they’re often surprised. By my senior year of high school, I had two jobs and was attending school part-time because I’d already completed most of my classes. Like any teenager with free time, I decided to fill it by making money.
My first job? McDonald’s. While I didn’t love working there (and probably could have filed a complaint for some child labor law violations), my experience at McDonald’s taught me invaluable lessons about business operations that I still apply today. Let’s dive into three lessons I learned from working at a billion-dollar food chain and how you can implement them in your business.
Fun Facts About McDonald’s
Before jumping into the lessons, let me share two fun facts that blew my mind about McDonald’s:
Massive Scale: McDonald’s operates nearly 42,000 locations worldwide, with 14,000 in the U.S. alone, employing over 120,000 people. Their average employee age is just 20 years old! The fact that this massive operation is run largely by teenagers and young adults yet generates $25 billion annually is astounding.
Unmatched Consistency: Whether you’re in California, New York, Texas, or Florida, your experience at McDonald’s is almost identical. From the taste of the fries to the texture of the burgers, the consistency is so reliable that customers instantly notice if something is off. Love or hate fast food, their systems are top-tier.
Now, onto the lessons.
1. Nothing Is Too Simple to Document
One of the first things I noticed at McDonald’s was how detailed their processes were. Everything, no matter how small, was documented. For instance:
Handwashing Instructions: Above the sink, there was a sign detailing every step of washing your hands, including the number of soap pumps to use, water temperature (warm, not cold), and the duration (20 seconds).
Greeting Customers: During my onboarding, I watched a 4-hour video teaching me step-by-step how to greet customers. Yes, even saying “Hello” had a specific process.
Stocking Sauce Buckets: One time, I tossed sauce packets into a bucket, and my manager stopped me to explain their exact method for stocking them. It wasn’t about the task—it was about the consistency.
How This Applies to Your Business: As a business owner, you might assume some tasks are too basic to document—but they’re not. When team members join your business, they bring their own assumptions and habits. Without clear instructions, they’ll do things their way, which might not align with your expectations.
To avoid frustration, document everything:
How to respond to client emails.
Steps for organizing files in Google Drive.
Scheduling and formatting social media posts.
etc.
The more specific you are, the smoother your operations will run. Remember: There’s no task too simple to document.
2. Hiring Is About Roles, Not People
McDonald’s doesn’t hire based on finding the “perfect” person. They’ve created roles so clear and structured that almost anyone can step in and succeed. Their hiring pool includes 15-year-olds, retirees, and everyone in between. Despite high turnover rates, their system works because the roles are well-defined.
For example, if you’re hired as a line cook, your responsibilities are clear: cook the patties, assemble the burgers, and follow the exact sequence. If you’re working the drive-thru, your job is to take orders, handle payments, and deliver food. These tasks are outlined so well that it doesn’t matter who fills the position—they know exactly what to do.
How This Applies to Your Business: If you’ve ever thought, “I’ll never find the right team member,” it’s time to shift your perspective. Instead of searching for the perfect person, focus on building strong roles. Clearly define the tasks and responsibilities for each position. Anyone can:
Answer emails.
Take notes on Zoom calls.
Schedule social media posts.
Of course, soft skills and cultural fit are important. But when the role itself is strong, you’ll find it easier to attract and onboard capable team members. And if someone leaves, you won’t panic because your systems are built to withstand turnover.
3. Customer Service Is Everything
No matter how good your product is, poor customer service can sink your business. At McDonald’s, I’ve seen it all: customers screaming at managers, throwing food, and walking out angry. Those customers rarely return, and worse, they tell others about their bad experiences.
On the flip side, great customer service can make all the difference. Even if a customer’s order is wrong or delayed, a friendly and empathetic response can turn things around. The same principle applies to your business.
How This Applies to Your Business: Customer service isn’t just about fixing mistakes—it’s about creating an experience that makes clients feel valued. Pay attention to:
Feedback: Read testimonials and survey responses. What are clients consistently saying?
“Unsolicited” Advice: Sometimes clients offer suggestions that seem annoying but contain valuable insights.
Proactive Communication: If multiple clients express similar concerns, implement changes to address them.
Exceptional customer service isn’t just about retaining clients—it’s about building a reputation that attracts new ones.
Take the Next Step
Which one of these 3 things will you be focusing on next: documenting processes, creating great roles, or improving your customer service?
Send us an email at hello@daytodayassist.com to let us know.
