I'm a restaurant guy...
and I'm on vacation. It is vitally important that operators take time away from their restaurant for a vacation at least twice a year. The ownership level needed to properly operate in this business usually requires sacrifice by family and friends as well as yourself. So, I support a twice a year break for a week for a few reasons.
1. Your Family needs you and you need them. Kiss your spouse, love your kids and go somewhere that is not your house. Get out of your element and do not look back. You should stay in your means but I do not recommend a stay-cation. Go to your in laws, great aunts, etc, for cheap or go big if you have it . Just get away. Don't go away mad, just go away.
2. When the cat is away the mice will play. I do not believe that I have ever been on vacation and at least one person in my restaurant has not lost their job. Sometimes we are the glue that holds things together and not being there can show weaknesses in the fabric of the team. This is a very fast way to test competency and intentions of several others in your restaurant. I always come back knowing a little more about the establishment and with open eyes.
3.The stars in your store can shine brighter when the Sun is not shining.Your absence will allow those up and comers an opportunity to show others what they bring to the table. Those who step up in your absence can really take your restaurant to new levels. You will be surprised for sure and new staff leaders will truly make a difference when you return. Seek them out and train them your way of doing things.
It is totally impossible in this day and age of communication to completely disconnect. I want to urge you to not react and understand that everything can truly wait until you return. Make a single contact to speak directly to if necessary. This requires you naming a leader before you leave. Wyatt Earp said "There is nothing worse than a leaderless mob." He was right then and now.
Finally, Enjoy your vacation and try not to control it. Be a follower for once. It is a new view and will change your life. Have Fun and come back refreshed.
Monday, November 29, 2010
Thursday, November 4, 2010
Tipping is not a city in China!!
I'm a restaurant guy.
When I was growing up my mother was a waitress and somehow was able to provide for our family on the generosity of customers and their tips. I do not think I understood the full impact of tipping and server salary until I entered into management. That was probably when I realized that the highest wage my Mother had been paid was at an all time high of $2.13.
As my wife is now a Server (20 yrs later) and makes that same hourly rate, I will tell you that serving in a Restaurant is still a way of making money and a good job. I am by no means promoting that minimum be raised as in my opinion the customer will then pay twice for service as is evident in California where all prices of menu items are about 50% higher than in my state that does not require we pay servers $7.25. And they still want a tip, too. This type of government action only weakens an already struggling full service restaurant industry.
We are a Cash Industry. If you have ever had a job that paid cash in the form of tips then you can understand how addictive that is to people. Feeling cash everyday in your hand and getting instant feedback in the form of money on how well you do your job can be very gratifying. The people who are servers and salespeople enjoy this type of interaction. Cash is King.
It's like gambling in Vegas. Getting a big tip is like winning the lottery, it is awesome. Getting stiffed on a large tab feels like you let it all ride on black and red hit. It sucks.
Money is typically perverted in a servers mind because more is coming the next day or shift. Servers come to me everyday and talk to me about a high bill that did not tip well. They usually feeling that it is unfair and are really feeling dejected by the customer. They feel the customer should tip them more or that I should do something about it as an operator. I usually tell them to come to me next time someone leaves them a $20.00 tip on a $50.00 tab and tell me about how unfair it is. They usually don't come to me with that.
For Servers, Tipping is a game of averages. You have to take the highs with the lows. I recommend keeping a journal of how much money you make daily and reminding yourself of your jobs actual worth on occasion. There will always be a better section or better place to make money, but I will tell you the customers pay your bills and treat them right, let them rely on you and they will never fail you.
The thinking that a section with more tables will make more money is not the long term answer. It is impossible to provide WOW! service in a full service restaurant on more than 4 tables when busy. You will miss something if not several somethings. We have to think about future of the restaurant so we can make money next year too. We cannot run them off with mediocre service today.
For Operators, set yourself a goal of making all of your servers at least $450-$600 a week. When you schedule do not be swayed by the mumblings and grumblings of those unsatisfactory servers who are struggling; but provide ALL with opportunity to supply for their families. Trust me, there are servers who are great at budgeting their money and those who aren't. We cannot schedule for those who aren't.
The main issue with being a cash industry, is that most cash greedy people do not understand managing money. They struggle daily and especially in times of crisis. Do not block someone from picking up shifts to cover their rent but provide for them a solid structure and schedule to avoid problem in future.
For Customers, Please tip your server!! The restaurant industry will not raise their wage unless made to. This is not because we are cruel, just it would strain labor budgets and we would have to raise prices. Some of these servers tip out bussers or hosts as well and that is based on percentages of their sales. So if your bill is high, think about that when tipping.
So as you can see There is a lot that goes into and out of that tip left on the table. We need to respect it from all angles. Restaurants are a numbers game. The more customers you have the more successful you are. If we are engaged in retaining our customers and growing new ones, Tips and Profits take care of themselves.
When I was growing up my mother was a waitress and somehow was able to provide for our family on the generosity of customers and their tips. I do not think I understood the full impact of tipping and server salary until I entered into management. That was probably when I realized that the highest wage my Mother had been paid was at an all time high of $2.13.
As my wife is now a Server (20 yrs later) and makes that same hourly rate, I will tell you that serving in a Restaurant is still a way of making money and a good job. I am by no means promoting that minimum be raised as in my opinion the customer will then pay twice for service as is evident in California where all prices of menu items are about 50% higher than in my state that does not require we pay servers $7.25. And they still want a tip, too. This type of government action only weakens an already struggling full service restaurant industry.
We are a Cash Industry. If you have ever had a job that paid cash in the form of tips then you can understand how addictive that is to people. Feeling cash everyday in your hand and getting instant feedback in the form of money on how well you do your job can be very gratifying. The people who are servers and salespeople enjoy this type of interaction. Cash is King.
It's like gambling in Vegas. Getting a big tip is like winning the lottery, it is awesome. Getting stiffed on a large tab feels like you let it all ride on black and red hit. It sucks.
Money is typically perverted in a servers mind because more is coming the next day or shift. Servers come to me everyday and talk to me about a high bill that did not tip well. They usually feeling that it is unfair and are really feeling dejected by the customer. They feel the customer should tip them more or that I should do something about it as an operator. I usually tell them to come to me next time someone leaves them a $20.00 tip on a $50.00 tab and tell me about how unfair it is. They usually don't come to me with that.
For Servers, Tipping is a game of averages. You have to take the highs with the lows. I recommend keeping a journal of how much money you make daily and reminding yourself of your jobs actual worth on occasion. There will always be a better section or better place to make money, but I will tell you the customers pay your bills and treat them right, let them rely on you and they will never fail you.
The thinking that a section with more tables will make more money is not the long term answer. It is impossible to provide WOW! service in a full service restaurant on more than 4 tables when busy. You will miss something if not several somethings. We have to think about future of the restaurant so we can make money next year too. We cannot run them off with mediocre service today.
For Operators, set yourself a goal of making all of your servers at least $450-$600 a week. When you schedule do not be swayed by the mumblings and grumblings of those unsatisfactory servers who are struggling; but provide ALL with opportunity to supply for their families. Trust me, there are servers who are great at budgeting their money and those who aren't. We cannot schedule for those who aren't.
The main issue with being a cash industry, is that most cash greedy people do not understand managing money. They struggle daily and especially in times of crisis. Do not block someone from picking up shifts to cover their rent but provide for them a solid structure and schedule to avoid problem in future.
For Customers, Please tip your server!! The restaurant industry will not raise their wage unless made to. This is not because we are cruel, just it would strain labor budgets and we would have to raise prices. Some of these servers tip out bussers or hosts as well and that is based on percentages of their sales. So if your bill is high, think about that when tipping.
So as you can see There is a lot that goes into and out of that tip left on the table. We need to respect it from all angles. Restaurants are a numbers game. The more customers you have the more successful you are. If we are engaged in retaining our customers and growing new ones, Tips and Profits take care of themselves.
Tuesday, November 2, 2010
The Impossible Scenario
I'm a Restaurant Guy.
I remember a call I received from a manager one time asking me how he was gonna juggle an unethical requests from his boss and the duty to the profitability line. He had been asked to call and lie to the truck delivery company and say that he was missing product from an unattended food drop because their food cost needed help and if he didn't get food cost in line then that could mean his job. He was really torn and sought out advice.
Today we will talk about the advice.
But first let's name it...
THE IMPOSSIBLE SCENARIO
A Great manager is a master at the impossible scenario. This example is extreme and has a very simple answer but this was not the only time this manager ran into this dilema and frankly we deal with this about 30 times a month as we daily do the 'right thing' for our restaurants.
Some critical requests that make up our job description:
Boss: "You need to hire more staff" versus "Your Labor is way too high, get it down!"
Boss: "You have to have a impactful table visit with every guest" versus "You must be on line and make sure every plate is quality standard."
Boss: "Never run out of plates or glasses." versus "You can't spend anymore money for the rest of the month."
These are just a few examples. Impossible scenarios are what we all about. How can I be on line and out front? How can I train a proper staff on such a low labor budget? Often managers just give up and resign to the fact that you can't make everyone happy and chose a path. This type of reaction to the impossible scenario will not bring you success.
I am saying "YES, you must find a way to do it all. that is what we are paid to do."
We have to rise to the challenge and seek out a way to make most of it happen. We cannot pick one thing and drop another. That is not how this industry works. The only way to combat this is with systems and guidelines. You must implement your standard (a very high one) into the minds and hearts of all associates and do NOT give up on your standard no matter what scenario you are presented with.
You get out of your associates what you expect from them. If you expect them to plate that food right every time then they will do it even if you only check in with them every 15 minutes. Never let down on high standards in front or back of house and this will become their culture.
Sometimes you need to show improvement not complete fixes. Getting better servers is more than a one week or even a one month process. There are just not enough qualified people to fill the slots as fast as needed sometimes. You also cannot effectively train more than two associates in a week in a working restaurant. It just can't happen. So don't make double work; make a plan. In that plan include training dollars and communicate that to your boss. You can't give up! You have to move forward all the time.
Profitability is probably the most advanced scenario. Balancing restaurant operation and a Profit and Loss Statement is a challenge sometimes. I suggest you be prepared. You have a budget monthly for small wares and maintenance. You should not use these budgets only as crisis's arise but proactively put some dishes in your shed or fix those booths two at a time before they all get ratty and you have to kill you budget by getting them all done at once. Problems arise in a restaurant, that is what happens. Be prepared. Make lists of needed items and judiciously spend according to need.
Again, This is about actions you can take to remedy the impossible scenario. This is not about Prioritizing and Making Choices. This is about finding a way to do it all. Think about what is being asked of you, Plan for success, and Do it. Think, Plan, Do. Even when it looks impossible.
Ethical decisions such as the initial scenario I wrote about are actually easier than controlling your Profit & Loss Statement. The only guideline I will give you is: You CANNOT break the law. Health Codes are law, Company Standards are law, Code of Conduct are law, 10 Commandments are law. I have been asked on occasion to lie or misrepresent or let something go. I always throw it up against the wall of 'what is he gonna tell his boss?' That is what I asked this manager on that particular day. "Do you think he is gonna call his Area Manager and tell him you refused to lie to the Truck company, so he's gonna write you up? How do you think that termination hearing goes? Get your food cost in line by management not cheating."
Being a master of the Impossible Scenario will show improvement in Decision making to all those who follow you and gain their trust. Even Bosses, Peers and Associates.
I remember a call I received from a manager one time asking me how he was gonna juggle an unethical requests from his boss and the duty to the profitability line. He had been asked to call and lie to the truck delivery company and say that he was missing product from an unattended food drop because their food cost needed help and if he didn't get food cost in line then that could mean his job. He was really torn and sought out advice.
Today we will talk about the advice.
But first let's name it...
THE IMPOSSIBLE SCENARIO
A Great manager is a master at the impossible scenario. This example is extreme and has a very simple answer but this was not the only time this manager ran into this dilema and frankly we deal with this about 30 times a month as we daily do the 'right thing' for our restaurants.
Some critical requests that make up our job description:
Boss: "You need to hire more staff" versus "Your Labor is way too high, get it down!"
Boss: "You have to have a impactful table visit with every guest" versus "You must be on line and make sure every plate is quality standard."
Boss: "Never run out of plates or glasses." versus "You can't spend anymore money for the rest of the month."
These are just a few examples. Impossible scenarios are what we all about. How can I be on line and out front? How can I train a proper staff on such a low labor budget? Often managers just give up and resign to the fact that you can't make everyone happy and chose a path. This type of reaction to the impossible scenario will not bring you success.
I am saying "YES, you must find a way to do it all. that is what we are paid to do."
We have to rise to the challenge and seek out a way to make most of it happen. We cannot pick one thing and drop another. That is not how this industry works. The only way to combat this is with systems and guidelines. You must implement your standard (a very high one) into the minds and hearts of all associates and do NOT give up on your standard no matter what scenario you are presented with.
You get out of your associates what you expect from them. If you expect them to plate that food right every time then they will do it even if you only check in with them every 15 minutes. Never let down on high standards in front or back of house and this will become their culture.
Sometimes you need to show improvement not complete fixes. Getting better servers is more than a one week or even a one month process. There are just not enough qualified people to fill the slots as fast as needed sometimes. You also cannot effectively train more than two associates in a week in a working restaurant. It just can't happen. So don't make double work; make a plan. In that plan include training dollars and communicate that to your boss. You can't give up! You have to move forward all the time.
Profitability is probably the most advanced scenario. Balancing restaurant operation and a Profit and Loss Statement is a challenge sometimes. I suggest you be prepared. You have a budget monthly for small wares and maintenance. You should not use these budgets only as crisis's arise but proactively put some dishes in your shed or fix those booths two at a time before they all get ratty and you have to kill you budget by getting them all done at once. Problems arise in a restaurant, that is what happens. Be prepared. Make lists of needed items and judiciously spend according to need.
Again, This is about actions you can take to remedy the impossible scenario. This is not about Prioritizing and Making Choices. This is about finding a way to do it all. Think about what is being asked of you, Plan for success, and Do it. Think, Plan, Do. Even when it looks impossible.
Ethical decisions such as the initial scenario I wrote about are actually easier than controlling your Profit & Loss Statement. The only guideline I will give you is: You CANNOT break the law. Health Codes are law, Company Standards are law, Code of Conduct are law, 10 Commandments are law. I have been asked on occasion to lie or misrepresent or let something go. I always throw it up against the wall of 'what is he gonna tell his boss?' That is what I asked this manager on that particular day. "Do you think he is gonna call his Area Manager and tell him you refused to lie to the Truck company, so he's gonna write you up? How do you think that termination hearing goes? Get your food cost in line by management not cheating."
Being a master of the Impossible Scenario will show improvement in Decision making to all those who follow you and gain their trust. Even Bosses, Peers and Associates.
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