Leaders listen
Originally published October 3, 2019. Edited for grammar and time references.
For decades, McDonald's was panned for low-skilled jobs and mediocre food. For many years, a trip to McDonald's was my last resort, a necessary accommodation in a time crunch.?
When we moved to Chicago in 2014, I became more interested in McDonald's. The region has been the home of McDonald's since Chicago native Ray Kroc opened his first franchise restaurant in suburban Des Plaines in 1955. My interest in McDonald's deepened when the corporate headquarters moved back to the city in 2018 after 47 years in Oak Brook.?
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Relocating the corporate offices to the West Loop neighborhood wasn't the only big move for McDonald's that year. In the spring of 2018, McDonald's began serving their Quarter Pounder, made with fresh beef. The new fresh beef burgers replaced the frozen hamburger patties that have been the base of the marquee menu item for as long as I can remember.?
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The move to the fresh beef patties was not as simple as just hauling raw hamburger meat to the thousands of McDonald's restaurants. New refrigeration systems, cooking procedures, and dedicated cooking utensils were part of a $60 million investment in the switch to fresh beef.?
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Forsaking the ease and convenience of frozen meat for fresh beef paid off - BIGLY. In the first month, McDonald's saw a 50% increase in sales of the Quarter Pounder. After a full year, sales were 30% higher. McDonald's also gained market share during that year, a first in five years.?
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Fresh beef burgers were not, however, just a wild gamble. It wasn't an idea birthed in the hallowed halls of Hamburger University or the executive board room.?
The proposal for fresh beef burgers came from Joe Jasper, a McDonald's franchisee in Texas. Jasper credits the staff in his 20 franchise restaurants for the idea. McDonald's initially tested the fresh beef burgers in Texas and Oklahoma. Customer feedback indicated a 90% satisfaction and a 90% intent to repurchase.?
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Too often, we can make the mistake of believing that ideal leadership involves portraying a commanding presence. We idolize those who are "in charge." Frequently, we see them celebrated in the spotlight. Many of these types of leaders have, indeed, been fruitful.?
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However, I am convinced that faithful and fruitful leadership involves much more listening than telling.?
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Proverbs calls the person who only shares what they know and willfully refuses to learn a "fool" (Prov. 18.2).
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In Exodus 18, we see Moses portrayed as a "hands-on" leader. He was making all the decisions involved in settling disputes or questions among the descendants of Israel. It was apparent to his father-in-law, Jethro, that Moses was hindering and harming the people by trying to make every decision. Jethro laid out the idea of a system of graduated decision-makers with increasing levels of responsibility and authority. The most crucial phrase in the account comes near the end. "So Moses listened to the voice of his father-in-law" (Ex. 18:24).?
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Church planting, pastoral ministry, and other ministry leadership roles will bring a . multitude of voices offering advice. “There will never be a shortage of people to tell you what you should do” is a phrase I have often repeated to pastors, church planters, and other ministry leaders. We cannot and should not heed every one of them. However, if we hope to be faithful and fruitful, it is essential to listen to some of them. So, how do we discern which voices to heed?
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First, consider the person's track record. Is there fruitfulness that demonstrates applied wisdom? Has their judgment proven wise over time? Are there others who have grown or experienced some benefit from their counsel, like Moses did when he implemented Jethro's plan??
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Consider the person's motivations, as well. Are these people who are genuinely for you? Have they demonstrated a genuine desire to see you grow? Have they walked faithfully with you even when you didn't listen to their advice? Are they merely trying to assert some dominance over you? Are they only trying to put you in your place? Or are they with you??
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Joe Jasper, who brought the fresh beef idea to McDonald's, has been with them for more than 40 years.?
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So what about you? Are there areas where you are struggling in your leadership? Is it an area where you have allowed your pride to result in willful ignorance? Who are the people who have a demonstrated track record of applied wisdom you can call? Who has shown over time that they are with you and for you??
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Have you benefitted from listening to wise counsel, as McDonald's has? Share that story with others in your circle of influence. Your experience can prompt others to hear and heed, as well.?
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If you want to read more about the McDonald's switch to fresh beef, check out some links below.?
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Enjoy your weekend!
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Through the remainder of 2024, I will rerun previous Thursday Thoughts on Leadership pieces while I work on fresh content for the coming year.
The views and opinions expressed in my Thursday Thoughts on Leadership are my own. They do not necessarily reflect the views, opinions, or policies of the Baptist State Convention of North Carolina or any affiliated churches.