McDonalds 2000 Annual Report Download - page 17
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Working magic
for customers
The leadership of our
restaurant managers has a
significant impact on
customers’ experiences.
Consider Ahmad Afshari,
the manager of the Tyson’s
Corner, Virginia, McDonald’s.
His restaurant, which
generates $3 million in
sales annually, rates an
impressive 98 percent in
customer satisfaction.
That kind of rating doesn’t
happen by accident.
Ahmad’s leadership and
operational skills have
enabled him to motivate
his employees and beat
aggressive sales targets.
A winner of the Ray Kroc
Award for outstanding
performance, Ahmad
receives high marks for his
ability to train, reward and
develop his staff. Employee
satisfaction scores at his
restaurant are among the
highest in the U.S., and
crew turnover is among the
lowest. Not surprisingly, his
crew’s positive attitude
drives exceptional service.
Ahmad also is a drive-thru
expert. During busy periods,
his crew dons mobile wire-
less headsets and works the
drive-thru lane, taking orders
from customers. To further
speed up service, he
dedicates an individual to
filling orders, so order takers
and cashiers can focus on
their jobs. His uncanny ability
to make cars “disappear” in
the drive-thru has earned
him the nickname of “Drive-
Thru Magician.” Magician or
not, he surely has a knack
for delighting customers!
Ahmad recently was promoted
to operations consultant.