2. ““I want it…I want it…
PERFECT!PERFECT!Our quality must be better than the competition’s quality
Delivered to customer faster than competition can deliver.
Lowest price for equal or better value.
Customer Says:
NOWNOW!!
““I want it…I want it…
FREE!FREE!
““I want it…I want it…
3. Can we get anything
that’s perfect, fast and free?
4. Can you name anything
that’s perfect, fast and free?
Can you name a business
that offers fast service
at a low price?
Can you name businesses
that charge very high prices?
How do they profit?How do they profit?
How do they profit?How do they profit?
How do they profit?How do they profit?
5. Our rich history began with our founder, Ray Kroc. The strong foundation
that he built continues today with McDonald's vision and the commitment
of our talented executives to keep the shine on McDonald's arches
for years to come.
About McDonald's...
McDonald's...
Is the leading global foodservice retailer with more than 30,000 local
restaurants serving nearly 50 million people in more than 119
countries each day. Is one of the world's most well-known and
valuable brands and holds a leading share in the globally branded
quick service restaurant segment of the informal eating-out market in
virtually every country in which we do business.
Serves the world some of its favorite foods - World
Famous French Fries, Big Mac, Quarter Pounder,
Chicken McNuggets and Egg McMuffin.
6. Employer Awards and Recognition
• McDonald's Named One of 100 Best Companies
for Working Moms
• 2001, LATINA Style Magazine recognizes
McDonald's Corporation As One Of The Top 50
Best Companies for Hispanic Women to Work for
in the USA.
• 1998, Fortune Magazine Global Most Admired
Companies, "McDonald's Corporation was
named the most admired company in the food
services category".
• ComputerWorld Magazine 1997 recognized
McDonald's Corporation As One Of The Top 100
Places To Work In Information Systems.
• ComputerWorld Magazine 1997 recognized
McDonald's Corporation As Tops In Training.
World Class Training
McDonald’s continues to
be recognized as a
premier franchising
company around the
world. We believe a major
component of this is the
world class training you
receive prior to becoming
an Owner/Operator.
McDonald’s provides
hands on training and the
materials you need to be a
success in your restaurant
business.
7. In 1967 the first McDonald's
restaurant outside of the United
States opened in Richmond,
British Columbia. Every day since
then, McDonald's Canada has been
proud to provide our customers the
same great taste, outstanding value,
quality and superior service that the
Golden Arches is known for
worldwide.
Today there are more than 1,375
McDonald's restaurants in
Canada, serving approximately
three million Canadians every day
and employing about 77,000
Canadians from coast to coast.
VALUES and PRINCIPLES
Canada's "best" quick service restaurant experience
The core values we live by …
• unparalleled levels of Quality,
Service, Cleanliness and Value
• committed to our people
• honesty and integrity
• give back to the communities
• celebrate achievements, yet strive to be better
The principles that guide us …
• always exceed customer expectations
• success based on our three-legged stool
- Corporate, Franchisee and Supplier Partners
• enhancing and protecting the McDonald's brand
• collaborative management
• committed to franchising
• innovate and lead the industrySOURCE: www.McDonalds.ca
8. 1. Customer satisfaction: Any product may be returned within 3 months at no cost to the customer; we return every
penny you paid us, plus, for shipments within North America, we will refund your return parcel post costs.
2. Integrity: Our product descriptions are truly what we think of the product; sometimes this means saying such things
as: "...handle with hardwood scales complete with spots of wood filler. A tough, ugly tool that is perfect for the person
whose usual solution is to use a larger hammer." We let you make good decisions by giving you accurate descriptions.
3. We treat the customer like a friend. We do everything for you that we would do for a friend, including, where
necessary, telling you if you are being unreasonable. Nobody is on commission here and there are no minimum sales
targets built into anybody's job description. We have found them to be in conflict with good advice. Besides, most of you
will spend as much money with us as you can afford so we want to give you good advice, to give you the best value and
thereby guarantee ourselves a low rate of product returns. It is best for both of us if we get it right the first time around.
We listen. If you want us to change something or to carry another product, let us know; we may not end up doing what
you want but we won't ignore your comments. We have had a lot of good advice from customers over the years and
appreciate it. We also get some bad advice; the trick always is in being able to tell which is which, something we are still
working on.
About one third of our total sales volume is in products of our own design. The vast majority of these are Veritas®
brand products made by Veritas Tools Inc., our manufacturing arm. We have a research and development team of 11
people and 40 more in manufacturing. And, to reinforce the part about listening to customers, we have a number of
customers earning royalties on products that we manufacture based on designs received from them.
Whether a tool from Lee Valley is one made by Veritas Tools or is one of the 5000 or so we get from around the world, it
will always have our full guarantee. That means it costs you nothing to try us out. We're confident that the quality
and service we provide will be to your liking. Just give us the opportunity.
Lee Valley is a family-owned business that has been serving
users of woodworking and gardening tools since 1978. Our
reputation is based on three principles:
9. ““Offer …Offer …
QUALITY!QUALITY!… better than the competition
So, Logic Says:
… more convenient and faster than the competition
SERVICESERVICE!!
““Offer …Offer …
... at a lower price for equal or better value.
CHEAP!CHEAP!
““Offer it…Offer it…
10. ““Offer …Offer …
Products andProducts and
ServicesServices FREE!FREE!
But, if you can’t do logical, do the EXTREME illogical!
““Offer …Offer …
HIGHESTHIGHEST PRICE!PRICE!
… make money as a by-product,
by renting ad space.
… sell to an unrelated (human) need like:
prestige, scarcity, privilege, belonging.
Notes de l'éditeur
There’s an old joke about two men in the forest confronted by an angry bear. The question is, “If you were one of the men, how fast would you have to run to get away from the bear?” The answer is, “Faster than the other man.”
Library Parks Air Sunshine
McDonald’s
Lee Valley Tools
Values and Principles Our vision to be Canada's "best" quick service restaurant experience is supported by a set of core values and guiding principles. The core values we live by …We are dedicated to providing customers unparalleled levels of Quality, Service, Cleanliness and Value. It is what our founder, Ray Kroc, taught us. We are committed to our people because we know that a diverse team of well-trained individuals, working together, is the key to our continued success. We approach all aspects of our business with honesty and integrity. We will always give back to the communities in which we do business. We give back to the system that provides our success. We celebrate our achievements, yet we always strive to achieve new heights. The principles that guide us …We are committed to exceeding our customers' expectations in every restaurant every time. We believe our success is dependent upon our three-legged stool - Corporate, Franchisee Partners, and Supplier Partners. We have a passion and a responsibility for enhancing and protecting the McDonald's brand. We believe in a collaborative management approach, employing a mutually respectful business philosophy. We are committed to franchising, maintaining a highly collaborative relationship with our franchisees and making franchising decisions based on what's best for our customers. We will seize every opportunity to innovate and lead the industry on behalf of our customers.
13 Canadian Stores: Vanc, Coq, Calg, Edmon, Saskatoon, Winnip, London, Burlington, Toronto, Ottawa, Halifax
Nothing about High Quality and Nothing about Low Price. And by the way, it’s like a Sears order office. You fill out your own invoice and take a number for service.
So, what attracts the customer? Uniqueness, Scarcity, High Price, Prestige
Like McDonald’s and other fast food restaurants
Like McDonald’s and other fast food restaurants
Like Yachts, Lee Valley, Spas, Clubs and Bars
