With a need to simplify menus following the outbreak of COVID in 2020, McDonald’s eliminated hand-assembled salads.  At the time, the change seemed inconsequential, but the company website has recorded thousands of requests to reintroduce these menu items.  Salads are especially the case with health-conscious customers and families who substituted a small salad for fries and also favored chicken wraps with salads.  Given that competitors have reintroduced or continued their salad servings, there has been a migration of previously loyal McDonald’s customers to alternative QSRs.

Decisions made on the basis of expediency in response to higher costs or labor availability may have unintended consequences. Potential detrimental outcomes should be considered before changes are made that have the potential to impact image and revenue.