The Sales & Retail Coaching program certified both the managers of the most important restaurants and McOpCo’s Operations Consultants and Operations Management — cultivating a culture of hospitality. In a restaurant located inside a hospital, the customer isn’t just any customer: they are patients, worried relatives, doctors. The team set out to turn those visit minutes into something different — and achieved it in just two months.
- Certification at every level — McOpCo Operations Consultants and Operations Management, managers and assistant managers of the most important restaurants, including the one at Hospital La Paz
- +16 points on VOICE (friendliness) — from 68% to 84% in customer-perceived satisfaction in just 2 months
- A unique context — a restaurant located inside Hospital La Paz, with patients and their families as the main customers, in line with the “Experience of the Future” program
- A clear mission — become the “MOST HOSPITABLE RESTAURANT IN THE WORLD”
- A mindset shift in the team — moving from “serving burgers” to building a human relationship with every customer
- Team climate first — starting with the management team, so that, from there, the whole crew is engaged in delighting the customer
“In just two months we managed to raise customer-perceived friendliness from 68% to 84%. And it’s not just personal satisfaction: we’re selling more, in a better atmosphere and with a better welcome.”
— Verónica Núñez, Manager, McDonald’s Hospital La Paz, Madrid
A key figure
In Algete, after coaching the drive-thru lead, the restaurant beat its peak-hour record: 61 cars and €2,400 (target: 60 cars and €2,300).
