Day 152 - 11 Jul 95 - Page 51


     
     1
     2   Q.   What sort of qualities are you looking for?
     3        A.  Of a first time crew member?
     4
     5   Q.   Yes.
     6        A.  Clean, pleasant, maybe some evidence of dealing with
     7        members of the public, somebody who will portray the right
     8        image to the customer and somebody, you know, if they have
     9        had, you know, like a paper round or something like that or
    10        some similar job previously which they can demonstrate that
    11        they did well, then that is all to the good.
    12
    13   Q.   You assess them as they progress in the job, assuming they
    14        get past the three-week probationary period, right?
    15        A.  Yes, by means of performance reviews and observation
    16        check list.
    17
    18   Q.   I assume, as in common with the rest of human experience,
    19        they vary in their qualities and their aptitudes; is that
    20        right?
    21        A.  Certainly, yes, we get good crew members and not so
    22        good crew members.
    23
    24   Q.   What is required in a McDonald's person to progress rapidly
    25        through the pay reviews, the different ranks of hourly paid
    26        workers and then into management?  What sort of qualities
    27        do you look for?
    28        A.  Probably somebody who can demonstrate a high level of
    29        skill and expertise on the differing stations as a minimum;
    30        somebody who works hard; somebody who can lead by example;
    31        somebody who can show other crew members and train other
    32        crew members.  Those sort of qualities.
    33
    34   Q.   Did you insist that the people on the tills smile at the
    35        customers all the time?
    36        A.  I think if I insisted that they smile at all of the
    37        customers all the time, it would be totally
    38        self-defeating.  For instance, if I told everybody in the
    39        court here to smile, then I should think half the court
    40        would totally ignore me.  That would be the same situation
    41        in a restaurant.  You cannot smile continuously.  There
    42        were certain people, sort of, three or four members of the
    43        crew who would naturally smile at customers most of the
    44        time.  There would probably be others who found it very
    45        difficult to smile all the time.
    46
    47        There was no real -- there was no pressure put upon these
    48        people to smile.  We are more interested in politeness and
    49        courtesy towards the customers than some grimace of a
    50        smile. 
    51 
    52   Q.   Can I ask you about what are called doubles or back-to-back 
    53        shifts?
    54        A.  Yes.
    55
    56   Q.   Do you know what I mean?
    57        A.  Yes.
    58
    59   Q.   How often did they happen in your time at Colchester?
    60        A.  Very infrequently.

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