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CHAPTER 7 BUILDING A CHAMPIONSHIP TEAM

meal at the counter. The person serving me immediately
saw that I was carrying a piece of luggage and came out
from behind the counter and helped carry my tray to the
nearest table.

Why does all this happen at McDonalds? Is it because I was
just lucky on both occasions? Did I just happen to be served
by their employee of the year? Were they just in a good mood
that day? No! It is because they are trained in the McDonalds
culture to provide exceptionally efficient and polite service.
In fact, all restaurant managers and crew members go though
hours of training at Hamburger University before they are
allowed to manage the restaurant. I can bet you that the
same thing will happen if you go to any McDonalds
restaurant in the world (although I don’t suggest you spill your
drink on purpose).

Let me give you another example. If you go to any Disneyland
amusement park in the world, you would see everyone who
works there smiling and being extremely friendly. If someone
were to throw some litter on the ground, it would not stay
there for more than ten minutes. Any member of the staff who
walks by would automatically pick it up and discard it. Again,
it is because of the Disneyland culture of making it a great
place to work and making people happy that has been taught
to everyone.

So, decide on the values, principles and standards that will
make up your company’s culture. You must also develop very
clear standards of performance or KPIs (Key Performance
Indicators) for every single employee. This way, they know
exactly what is expected of them and the results they must
demonstrate in order to receive rewards and a promotion.

SECRETS OF BUILDING MULTI-MILLION DOLLAR BUSINESSES 217