“I love what I do. It’s fast-paced, I love the energy, working with the mix of people we have. It’s an energising business and keeps me stimulated”
requires full-time, best efforts from the day you become a franchisee and hands- on involvement throughout. We are primarily a people business – so
treat your people right, be caring and look after the employees – without them there’s no business. You need to be a hard worker definitely.
You’ve got to get stuck in. It’s a hands-on operation, you need to be close to the coal face all the time. It’s a complex business, so it needs close attention. Be dedicated, work hard and know how to treat people.
Emma Vieira has fulfilled a number of roles within McDonald’s, including now running her own franchise
that we do. And it’s the culture, too. We treat our people well, we have a very good, low level of turnover, we’re fair to people, we treat them right – it’s a pleasure to come to work!
Any words of wisdom for others? I can recommend an ethical franchisor like McDonald’s, absolutely. This is a time- and-again proven model and, as they say, there’s strength in numbers! McDonald’s is a global name with excellent operating standards and franchisees that are highly trained and motivated. It requires total dedication and hard
work to grow your business and at the same time operate at the highest possible standard in fulfilling customers’ needs. It
No need to ask you how you know about McDonald’s, it’s in the family! Yes! I started as an assistant manager. Came in and was interviewed just like anybody else. My dad’s always been the kind of guy that would say: “There’s no preferential treatment! You work your way up,” because you need to learn and because it’s quite an in-depth process. I stayed working for McDonald’s in other roles, and though not always in dad’s restaurants, we’ve always planned that one day I’d take on the family business. In about 2014 we decided it was time
to start making in-roads into becoming a franchisee and taking over the family business. Biggest problem was… dad doesn’t want to retire! But we spoke to McDonald’s – they told us: “Bill, you don’t need to retire! Emma can become a franchisee in her own right!” And so, now I’ve been successful in the application process, dad has handed the reins of his Gosforth store over, and now I’m one of the first second-generation or ‘NextGen’ franchisees for McDonald’s in the UK.
Did you go though the same rigorous application process as anyone else? Absolutely! Probably more! People
have this notion that taking over the family business means ‘there’s the keys – away you go!’ But it’s not. The reason McDonald’s is a fantastic business is because of the integrity of its people, and that includes the franchisees. Despite my history with them they still asked: “What makes you want to take this on for the next 20 years? Do you understand what it means to become a franchisee?” We have an obligation to the system to make sure that we do it right – we use the term ‘brand ambassadors’. I understand the part I play in that global business, that each franchisee’s got a responsibility. It’s through the legacy of people like my dad, and his 25 years, that has made the system as strong as it is today. It’s time for me now to step up – my turn! It’s so exciting… I love what I do!
You don’t often hear people say that about what they do for a living! Well, I do! I love the energy. I love working with the crew, the mix of people we have… I love that diversity. It’s a really energising business, it keeps me mentally stimulated. I’m very much a doer – so I like the fast pace of it all. And it’s exciting, I’m really proud of the heritage – this is McDonald’s – and I’m very, very proud of it.
Has life changed as a franchisee? It’s lovely to be able to come in and to make the decisions that will affect my business. I’ve also got a huge responsibility – 90 people working for me and their livelihood is down to the decisions I make. I’ve watched over the last 20 years how dad’s run his business, and you’ve got to be decisive yet always think: “What’s the right thing to do here? What’s the right thing for our customers and our people?” and I like that. I’ve also been able to tap into people’s
potential – I find that hugely rewarding. And you do get it back! It’s a reciprocal relationship, I think it’s really important to à
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