re: Five Guys, Chic-fil-A, Panera Bread vs. McDonald's, BK, Taco Bell (not food related)

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Building a positive culture at the conception of the franchise is key

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True

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Some places are in too deep. Decades of bad culture would take mass house cleaning to change. As it stands now, it's going to be a slow process to change your poor customer service places

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True. Being that McDonald's nor BK have very good products, it would be hard for them to make real changes. Even if they were always adequately staffed and had polite workers, they'd be getting killed on labor because their products are so poor. Chick-fil-A on the other hand has a great product that attracts loyal customers. This creates a positive perpetual cycle that requires good employees that they pay relatively well. This creates a positive atmosphere at work which leads to better service and so on. In fact, Chic-fil-A has already surpassed McDonald's as the family friendly fast food place by adding in the play areas, and will continue to strengthen their strong hold for the next 30 years. McDonald's had a great opportunity to grow its brand the right way in the 90s when it controlled the majority of the market share and they blew it.

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When you're pulling from a talent pool that's some of the poorest, least educated people in the nation, and paying them minimum or just above minimum wage, it's an uphill battle. You're trying to change an attitude that's been ingrained in them since birth. People's expectations of quick service restaurants are ridiculous - what do you expect out of these people? Either stop eating it or stop bitching if you ask me

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yup