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.