My latest LinkedIn posting (one week ago) mentioned mental health. This musing will have an element of it.
McDonald’s in London recently had bad press because the delivery riders or drivers were fighting over orders. Apparently, its apps enable drivers to change their GPS setting to a spoof location pretending they’re at a branch of the fast–food restaurant — when they’re miles away. This leaves them in prime position for new orders as Uber Eats, Deliveroo and Just Eat (known as Menulog in Australia) give deliveries to those closest — but it causes delays for customers.
Couriers reported violence, and intimidation had erupted — as well as motorcycles being set on fire.
Police were called to a fight involving numerous drivers outside a branch in Tooting, south London, amid all–out warfare in the capital between clashing workers.
McDonald’s was reported to have cracked down on the “clearly unacceptable behaviour”.
To the forgiving customer and observer, the adage “Anything that can go wrong will go wrong” – Murphy’s Law—might be at play.
To McDonald’s, the lesson here is to ensure that the technology they adopt works accurately. Otherwise, not only will they lose customers, but their franchisees will also lose confidence in the brand.
Being a good franchisor is tough in the sense that you must always ensure that not only do the end–consumers trust your brand, but that your franchisees perceive you as always on guard, protecting the brand’s image. There’s no room for complacency.