In 1958, Ray Kroc said the following to the McDonald brothers:
“We have found out, as you have, that we cannot trust some people who are nonconformists. We will make conformists out of them in a hurry. Even personal friends who we know have the best intentions may not conform. They have a difference of opinion as to various processing and certain qualities of product….You cannot give them an inch. The organization cannot trust the individual; the individual must trust the organization [or] he shouldn’t go into this kind of business.”
And that’s just what Kroc that of his franchise operators. His customers (meaning you) are another story.
Found in John Love’s McDonald’s: Behind the Arches, New York: Bantam, 1986.
© 2004, DrMabuse. All rights reserved.