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Oldsters Behind Counter Boost McDonald's Sales

By Rob Quinn, Newser Staff

Posted Aug 13, 2009 5:42 AM CDT

(Newser) – Having workers in their golden years is key to the Golden Arches' success, according to a British study. Researchers found that customer satisfaction levels were 20% higher in outlets where people over 60 were employed. The boost comes from the older workers' better people skills, strong work ethic, and influence on the younger employees, a McDonald's exec tells the Telegraph.

"The presence of older employees improves customer satisfaction, and in a service-led business such as theirs, this drives the bottom line," said a researcher.

[Images (2)]

[Quotes (1)]

A McDonald's owner poses for a photo in front of his restaurant. McDonald's aims to recruit more older workers, but the company says not that many apply. (AP Photo/ Ellen Wznick)

"Having a 20% increase in customer satisfaction levels translates into sales and profits and that is significant," a McDonald's exec said. (AP Photo/Charles Rex Arbogast)

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Mature employees are a key part of the performance recipe. This is good news for the workforce given the changing demographics of our society.
- Professor Paul Sparrow
of Lancaster University

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COMMENTS

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Showing 3 of 4 comments

oldgoat

Aug 13, 2009 11:04 AM CDT

I've heard that more companies are hiring the seniors because of their work ethic. Some of the youth haven't learned the concept of coming to work on time and what appropiate dress is. However I hope that I don't spend my last workng days working at McD's.

NxBigmouthery

Aug 13, 2009 10:50 AM CDT

Plus they can't usually work up enough saliva to splat one in your burger. Obviously I kid. I just hope these people are valued for their efforts.

Liberal_Fascist

Aug 13, 2009 10:33 AM CDT

I've been waited on by both good and bad high school kids. I've been waited on by both good and bad senior citizens. But I have to mention that yesterday I was in Mickey D's and was waited on by an elderly lady that was simply CLUE.LESS. My order took 10 minutes - for a salad and a drink that was already prepared. The manager had to come twice to help her re-do the cash register after she'd messed up my order. I wasn't ugly about it, but I have to say that I'll go to a younger person's station next time and avoid McGranny.

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elderly • McDonald's • age • fast food industry • customer service • employee

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