Jim Sullivan Multi-Unit Leadership Seminar

I'm a restaurant guy....

And I love learning about the industry.

There are very few books that actually speak directly into Restauranteurs hearts.

Usually, we Restaurant guys and gals have to gain good ideas from business books usually on generic or even completely other topics 

While I am thankful for them all. We have an incredible resource in our generation in the form of Jim Sullivan.

A few years ago I ordered and read his book Multi-Unit Leadership. I have actually read it twice. I was about to read it again when I received a link from the National Restaurant Association touting his webcast they were promoting from this years NRA Show.

Still quality stuff. Here is the link to the archived video. ENJOY 

http://nrashow.answersmediainc.com/VideoArchive

How many tables can one server take?

I'm a restaurant guy....

also a former server, the son of a Server, the Husband of a Server. I have been given a life supported by the generosity of those who give tips and at times provided food for my family and children from the same generosity of others.

Servers are by nature money driven and especially skilled in convincing others to give them money or put them in a place to make the most money. In a servers mind often more tables or more customers equals to more opportunity. All Servers have a story of the day when they held down an over sized section all on their own because of staffing issues or poor management.

"Yesterday, Jenny called off and I handled section 7 all by myself. The parade ended and I guess the manager John didn't even know there was a parade. Because when people started to poor in at 6 pm he was no where to be found and I took them all like one big party. While I was getting the drinks for the 5 top the host Betty sat my 9th table. When I got to them, they were so nice, I mean they could see how busy I was they tipped me $20 on a $30 tab. We had a few problems and only one lady was a butt hole. John took care of her and I made like $250 yesterday. I called Jenny last night and thanked her."

The story always ends with other servers oohing and ahhing  and dreaming of a day when that will happen to them.

Once I entered into the operational side of Restaurants I was given pressures to maximize service from upper management and quickly added servers to the floor every day. I was then quickly met with opposition from the service staff about how they were to make money with only 3-4 tables.

The opposition includes:
Out right defiance
Servers quitting
Schemes to have a server call off per day
Several outcries of no money
Complaints to upper management (unfortunately an obstacle when it was their idea)
Begging and Pleading

During this opposition time most new managers (and some old ones) cave in. Usually the manager sympathizes with the servers. Sometimes because they have been a server in the past. Mostly because they do not have a defense that makes sense. So they just lose.

Let me offer a few good reasons for sticking to the plan to reduce tables of service during peak periods.

Let me start by telling you the other side of the Servers account of her largest money making day at your business.

1.John the manager most likely knew about the Parade. Probably due to trying to maximize server money is understaffed as a rule.
2. When he gets a call off from Jenny he has no other servers to call in because All of his servers have made all the money they need and more or have worked the last 6 days in a row and don't care to come in.
3. While John is no where to be found, he is probably following the flow of food in the restaurant. Front door first,trying not to overrun anyone on purpose. while getting the sales in the door. Then, of course, he gets called into the kitchen because the server took all the food orders at once and blew them away in an act of self defense. John is now in fight of flight mode and luckily is a fighter.
4. Now that the food is being delivered and guests appear happy to finally be eating. There is no time for 2 minute/2 bite check back so steaks are eaten with out steak sauce, Food is improperly prepared and is not getting fixed because no one has time to check. Some is even cold!
5. The lady who John had to take care of had a item of food that never made it to the kitchen because the server just had no time to check every order and relied on muscle memory during the entire rush.
6. John Comps the entire check. Why not it is well deserved. The lady doesn't even want to eat anymore. She leaves without eating. This is a total fail in the Restaurant industry.
7. The table that tipped the server $20 had 2 meals comped off of it which equaled to $25 dollars. They got a bargain.

Next week 3 of the 9 tables will have Special Occasions. A Grandma's Birthday, And Anniversary Dinner and a couple that will host their little boys baseball team for lunch after the big game.

The Question: How many of those tables will share their occasion with this restaurant?

The answer: Most Likely none.

The Real Question: How many servers will stay in long term employment at an establishment that runs in this manner?

The Answer is: None.

Ask yourself: If you want to lose customers with your current staff and plan? or If you want to win with people who understand how to build and maintain business?

I know there is several quality servers that no matter what I write in this blog, you will believe they could actually handle this scenario without losing guests. I can appreciate the super server too. However, I would bet a large sum of money that you do not have a full staff of super servers. The odds are not in your favor.

What is The Most important Thing in a Restaurant?

I'm a restaurant guy....

and often I ask people, "What is the the Most Important Thing in a restaurant?"

The answers usually consist of
1. Guest Service or the Cusotmer/Guest
2. Food Safety or the Food

While I agree whole-heartedly with this assessment I often challenge them with a new list of Priorities that will help them achieve these desired results.

My list looks a little like this:

#1 Most important Thing in a Restaurant--Whatever your Boss asked you to do last.

If you do not like your Boss/Owner this may be a harder pill to swallow.
The fact is that Operating a Restaurant is Operating a business. In Business and this millenium we are able to track everything. With this type of tracking our supervisors or owners are inundated with numbers and information every day about how to improve or re-shape our industry. Someone, somewhere, is doing market research within a 3 mile radius of your establishment right now, then a Brain Trust of people you value are evaluating that information and coming up with the next thing that will make your current establishment successful. Use your resources and get on-board with current programs to stimulate and keep business. If your leadership team wants everyone on-board with a new initiative then make your team the first to achieve.
Afterall is said and done, The one who implements the program will speak from a wealth of knowledge about the successes and failures of the program and the guy who was obstinate to change, well frankly, no one cares what he has to say.

During Shift I cannot tell you how improtant following instructions can be. Restaurants offer a challenge a minute and require a Captain of a shift. When things begin to unravel; in the way we are accustomed to, there a things that can be done to right the shift as fast as possible. Your participation will determine how fast things can return to normal operation. We are all busy working on our own initiatives whether it is cooking, serving, etc... (we may even be overwhelmed) but keeping the reputation of the establishment will keep guests coming back more than any employee they felt bad for and made excuses for.
Guests may tip you well or give compliments to you on how you handled having too many tables, a dirty entrance or floor, or how their food took to long. But when they begin to think about where they want to go for their next meal the establishment and your supervisors will be to blame. They will make different choices. Always remember the bigger picture when working.Who's Job is it to run the whole operation? Oh Yeah , Your boss.

You are stronger as a team than alone.

#2 Most important thing in a Restaurant-Cleanliness

The day of the Dives is coming to an abrupt end. A Dive is by definition a restaurant that has good food and outstanding atmosphere but Has challenges in appearance, ususally cleanliness, maybe even service. Dives are quaint and speak to the personality of the individual although you probably would not make them a first date or grandma's birthday destination. Usually they are where the guys hang out or meet.

As operaters today we cannot afford to have a cluttered dirty look to our establishments. Most people are put off by the appearance in general. I often think of words in this millenium like "man-scape"or "metro" and think about how narcissistic we are as a society. I look in the mirror everyday and apply hair products to my balding head (so no hair is out of place) and shave and ensure I am leaving the house well put together. I do this so that others see me as I want them to see me. You may do some of the same. I would even venture to say we are critical of "dirty" things in America. So when one walks into a place to eat, What do you think they see? Is everthing crisp? Is it new or delapitated? Are they attracted to it. Look at things from the guest perspective and do not use you adjusted vision.

Paying attention to details is more improtant now than ever. Everything from vents in the dining room to salt and pepper shakers speaks to the quality of establishment. The Guests are picky. Several will not stay if you allow smoking or will not eat if there is even a small piece of paper on the bathroom floor. They do not want to smell dirty carpets or have their order taken from a server with a dirty apron. It puts them off and they form a perceprtion of your store and your leadership and company. Cleanliness is the ticket in for many guests.

I respectfully submit that if your Restaurant does not show "Over-Cleanliness" to the guest then you can expect a downward trend in sales.

I started this blog by saying I agree with the Two priorities above. I am gonna list them as #3a and #3b

#3a-If you cannot treat people right, you will never succeed
#3b-If you do not serve good-tasting food no one will eat it. If you do not practice food safety, people will get sick and this will cost a lot in sales, traffic and legal fees.

Not to over-simplify but If they won't purchase a ticket to the carnival it does not matter how big the Ferris Wheel is. They will just look at it from a distance.