Appt Corporation – trading as McDonald’s
What town/city are you based in?
Number of generations
Food and Drink
Number of employees
Tell us about your family business (What you do, how you started, who’s involved etc)
From starting with just one restaurant in 2003, Appt Corporation has grown very quickly, but purposefully, to 29 locations across North, West and South West London, as well as at three sites in Berkshire. This growth has been based on serving Appt Corporation’s 18 million customers to the highest of McDonald’s standards which, in turn, depends on a high level of staff retention, especially when compared to its peers in other fast food restaurant chains. This is also demonstrated by the almost non-existent number of customer complaints – fewer than one in 100,000 customers – as well as the success of Atul’s ‘People Promise’ to his 2,500 staff. This ‘Promise’ puts a lot of store in the ability of the senior management team to listen to staff complaints or concerns and then act on them. This constant listening exercise has resulted in some excellent and comparative results, such as the fact that turnover per franchisee across the whole estate of 29 restaurants still places Appt Corporation in the top group of turnover per restaurant across the UK – even when including highly successful single restaurant McDonald’s franchisees.
What’s your proudest moment/biggest achievement as a family business?
There have been many highlights throughout the development and rapid expansion of Appt Corporation, both for the group as a whole and for Atul Pathak, the Managing Director. Atul recognises that his staff are the company’s key asset and have played the vital role in the expansion of the company from the foundation of his first restaurant in 2003. Atul has placed a personal message in each restaurant thanking the staff for their work, and that they can contact him directly. When a long-serving member of staff took him up on this following the death of his father, Atul was there to listen and console him. He was more than honoured when the team member said although he had just lost his father, he had also gained a new father figure. Atul was deeply touched to have made a positive difference to someone in his hour of need.
In 2015 Atul was awarded an OBE for Services to Entrepreneurship in the Queen’s Birthday Honours List, an honour which he has said he wanted to share with his staff, both present and the past, as well as all the local communities that his restaurants serve.
What do you love about being a family business?
One of the best things about being a family business is that Appt Corporation reflects the values and principles that are held so dear to the Pathak family and by doing so, team members become so much more than an employee – they become family members. Not only are staff seen as the most important element of the business, they are also given every opportunity to succeed in their career. Appt Corporation is hugely proud of the many careers that have been forged by those who began their journey as a team member at one of its restaurants.
Appt Corporation is a franchised group of 29 McDonald’s restaurants located in North, West and South West London and Berkshire. The franchise is operated by Atul Pathak, who became a McDonald’s franchisee in 2003 when he opened his first restaurant in Southall, West London.