|Due By (Pacific Time)
||12/08/2016 11:00 am
Please read the case study â€œMcDonaldâ€™s Senior Restaurantâ€ and answer the questions at the end of the case.
McDonaldâ€™s Seniors Restaurant Case Quinn McMahon is manager of a McDonaldâ€™s restaurant in a city with many â€œseniors.â€ She has noticed that some senior citizens have become not just regular patronsâ€”but patrons who come for breakfast and stay on until about 3 P.M. Many of these older customers were attracted initially by a monthly breakfast special for people aged 55 and older. The meal costs $1.99, and refills of coffee are free. Every fourth Monday, between 100 and 150 seniors jam Quinnâ€™s McDonaldâ€™s for the special offer. But now almost as many of them are coming every dayâ€”turning the fast-food restaurant into a meeting place. They sit for hours with a cup of coffee, chatting with friends. On most days, as many as 100 will stay from one to four hours. Quinnâ€™s employees have been very friendly to the seniors, calling them by their first names and visiting with them each day. In fact, Quinnâ€™s McDonaldâ€™s is a happy placeâ€”with her employees developing close relationships with the seniors. Some employees have even visited customers who have been hospitalized. â€œYou know,â€ Quinn says, â€œI really get attached to the customers. Theyâ€™re like my family. I really care about these people.â€ They are all â€œfriends,â€ and it is part of McDonaldâ€™s corporate philosophy (as reflected in its website, www. mcdonalds.com) to be friendly with its customers and to give back to the communities it serves. These older customers are an orderly group and very friendly to anyone who comes in. Further, they are neater than most customers and carefully clean up their tables before they leave. Nevertheless, Quinn is beginning to wonder if anything should be done about her growing â€œnon-fast-foodâ€ clientele. Thereâ€™s no crowding problem yet, during the time when the seniors like to come. But if the size of the senior citizen group continÂues to grow, crowding could become a problem. Further, Quinn is concerned that her restaurant might come to be known as an â€œold peopleâ€™sâ€ restaurantâ€”which might discourage some younger customers. And if customers felt the restaurant was crowded, some might feel that they wouldnâ€™t get fast service. On the other hand, a place that seems busy might be seen as a â€œgood place to goâ€ and a â€œfriendly place.â€Quinn also worries about the image she is projecting. McDonaldâ€™s is a fast-food restaurant (there are over 32,000 of them in 132 countries), and normally customers are expected to eat and run. Will allowing people to stay and visit change the whole concept? In the extreme, Quinnâ€™s McDonaldâ€™s might become more like a European-style restaurant where the cusÂtomers are never rushed and feel very comfortable about linÂgering over coffee for an hour or two! Quinn knows that the amount her senior customers spend is similar to the average customerâ€™s purchaseâ€”but the seniors do use the facilities for a much longer time. However, most of the older customers leave McDonaldâ€™s by 11:30, before the noon crowd comes in. Quinn is also concerned about another possibility. If caterÂing to seniors is OK, then should she do even more with this age group? In particular, she is considering offering bingo games during the slow morning hoursâ€”9 A.M. to 11 A.M. Bingo is popular with some seniors, and this could be a new revenue source beyond the extra food and drink purchases that probably would result. She figures she could charge $5 per person for the two-hour period and run it with two underutilize~ employees. The prizes would be coupons for purchases at store (to keep it legal) and would amount to about two-thirds of the bingo receipts (at retail prices). The party room area her McDonaldâ€™s would be perfect for this use and could hold up to 150 persons.
1.Evaluate Quinn McMahonâ€™s current strategy regarding seniorâ€™s citizens.
2. Does this strategy improve this McDonaldâ€™s image?
3. What should she do about the senior citizen marketâ€”that is, should encourage, ignore, or discourage her seniors?
4. What should she) about the bingo idea? Explain.