Watching McDonald's recover from system delays...

Watching McDonald's recover from system delays.

It's late at night, I've had a massive day today, travelling from my hometown to Sydney had a pretty smooth run.

But looking at about eight and a half hours driving, I did it myself.

With my three kids, my wife is still with her mom.

And she is she, she will be passing shortly.

So very difficult times.

But during this drive, we stopped and it was around 545.

So pretty much in peak hour.

For McDonald's.

I personally didn't need the food.

But my kids did have a special treat for travel.

And it was interesting to see what was going on.

And basically, there was a backlog, something had happened, there'd been an error, which I wasn't privy to, I walked in.

But what I saw was a couple of people waiting, a whole bunch of things lined up.

And clearly, people waiting for things to come through.

So whether there was an error in the burger production or something like that, that's what I'm thinking is happening.

But it was very interesting.

They panic.

They kept talking, there were a lot of alarms going off, which was really interesting.

And as the food started to show up again, and they cleared the backlog, there was this sense of relief there was like, oh, okay, great, we're kind of getting back on track.

But that was exactly when my order was being met.

And this particular time is very dangerous for further errors because stress and strain of the system delay causing system errors had been resolved.

And at that stage, the operator who'd clearly just been through a very stressful experience looked at the docket and saw an ice cream cone, but the actual docket said cone with fake.

Now, my daughter's quite particular, she likes the comb with flake.

And as I go handed the cone without the flatcars like, Hey, I'm just when asked, Can you get the flake.

And she looked, and then she saw and she took it away and she made a new one.

This is not a big deal.

This is nothing special.

But I want to bring to your attention that often the danger of errors is not in the recovery period from a system delay.

Everybody's focused, everybody's talking, everyone's dealing with it.

But as that delay clears, and that stress drops off, that is a particular time for being extra careful.

That to slow down.

Take a few breaths, double-check details matter.

And I could have gone out to the car, handed it to my daughter, my daughter's like, hey, this isn't a fake, go back.

And now I've got to interact with them.

They're moving through, they've got to deal with this.

This was a good thing that I checked.

No, it's not a big deal.

And even if I hadn't checked, still not a big deal.

But in your business, there may be times when you're coming off super stressful experiences, hopefully not abusing systems.

But potentially you are and for your team to be trained and aware that this is the time when errors are very likely.

So a beautiful example of that happening today with McDonald's.

As I said, not not a big deal, whether the fake coin gets made or not.

But this is something that could have a massive difference in your business is something of more significance gets an error, not because it was a system that was failing, or anything else was going wrong, but only because of the experience that happened before where there was stress that was a strain that comes off that gets solved.

And this is a dangerous time.

All right.

That's the lesson that I want to share with you.

I hope you're going having an awesome day.

Thanks for tuning in today.

Look forward to seeing you on the next episode as we continue to journey into power systems that creates results.

See you then.