McDonald's Research
Research conducted by Lancaster University Management School, examined the performance of more than 400 McDonald's restaurants across the UK. It showed that employees aged 60 plus deliver a significant business boost.
The study revealed that levels of customer satisfaction were on average 20 per cent higher in restaurants that employ staff aged 60 and over. Widely recognised as one the largest providers of first time jobs in the UK, McDonald's also has a strong core of older workers, with around two-fifths of restaurants employing staff aged 60 and over.
A survey of McDonald's restaurant managers revealed the reasons behind the customer satisfaction boost delivered by later life workers:
- Over two thirds (69%) said later life workers empathise with and connect well with customers
- Almost half (47%) cited later life workers' ability to go the extra mile to deliver the best possible customer service
- 44% believed later life workers brought mentoring skills to the workplace, helping younger colleagues develop and mature.
Brian Holden, 81, Customer Care Assistant |
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After taking voluntary redundancy in 1992 at the age of 63, Brian Holden contemplated early retirement. However, believing he still had lots to offer a prospective employer, Brian opted instead to put his friendly people skills to good use by taking on a part-time role at his local McDonald's. Seventeen years on Brian's still going strong and despite having just celebrated his eightieth birthday, he has no intention of stopping anytime soon.
Having worked with young people for many years as a lab technician at a local college, Brian relishes the young and vibrant atmosphere at McDonald's. In his role as customer care assistant, Brian oversees the dining area and loves the constant interaction with customers. In fact, for Brian, one of the most satisfying aspects of the job is the opportunity it offers him to meet so many different people. Whether young or old, Brian loves getting to know the restaurant's regular customers.
Brain says, "I find some of the older customers respond really well to me, they often seek me out for a quick chat - I guess they enjoy being served by someone a similar age. But I get on well with younger customers too. I've had plenty of experience of dealing with young people in my previous job, so I feel I can relate well to all our customers, no matter what their age.
"Obviously, I'm quite a bit older than everyone else who works in the restaurant, but we all get on really well. It's fair to say, throughout my time at McDonald's there has always been a fantastic team spirit. With 17 years McDonald's experience under my belt and whole lot more life and work experience, I like to think I'm something of an example to some of the younger staff. After all, I've seen quite a lot of life, so it's great to be able to call on that experience to help out my colleagues."
During his free time, Brian loves to take day trips across the UK, something he says he wouldn't be able to do without the flexibility provided by his job at McDonald's. "When you get to my age you want to make the most of your time. That's why I love to travel around the UK when I'm not at work," says Brian. "One of the best things about McDonald's is the flexibility. I can pick my shifts to suit my travel plans, which, for me, is just perfect."