
Monica Rothgery, author of 'Lessons from the Drive-Thru,' and former COO of KFC in the US, discusses the importance of engaging frontline leaders and empowering hourly workers in the restaurant industry. They highlight the need for leaders to prioritize their team's well-being and build strong relationships with them. They also discuss the challenges faced by new managers and the changing dynamics of the workforce, including the impact of social media on customer interactions. Monica emphasizes the importance of teaching new skills, such as de-escalation and problem-solving, to frontline leaders. They both stress the need for leaders to show genuine care and support for their team members.
