I'm a restaurant guy...
and I am emotionally attached to the success or failure of my restaurant. This type of passion is the corner stone of our business and in my opinion is absolutely paramount to success.
This means I ride high when things are going well and enter into a small depression when things don't turn around or the results do not reflect the enormous effort I and my team put in.
The thing that helps me get through the down time is a part of my experience in the U.S. Army.
When I entered the army my passion for what I did showed. My uniform was pressed perfectly, my boots were the shiniest, my brass was the brass-iest. I was first in line, a squad leader, aced all tests, volunteered for all work. I was dedicated and involved from day one. I went to training with several other guys who went on to serve with me at my first post. One of them was Private Phi. While in training and early on, Phi actually acted like he had zero interest in being in the Army. He must have gotten into two fights in the first week. His uniform looked like he pulled it out from under his bunk. Phi was late to every formation and incredibly difficult to manage.
Private Phi remained minimally changed by the time we made it to Germany. Phi continued to be a screw up and I strived to be platoon leader. One of our Sergeants was tasked to work with Phi and see what could be done. Within a span of 3 months Private Phi changed little by little and improved his soldering to a level that was exemplary. It was nice to work alongside him on several tasks, everyone had seen the change.
When we reached our evaluation time we were reviewed for promotion. There were two types of E-4 promotions given. One was to Specialist and one was to a non-commissioned officer rank of Corporal. I received the lesser of Specialist and Phi was given the rank of Corporal. Everyone had seen the change and growth. His stock was up my stock was steady.
Whenever my results fall to less than stellar, I usually feel like a failure. Right after that, I realize I have nowhere to go but up. I then seek advice and apply learning to effect change. I usually hope everyone knows about my screw up or short fall. Because when I come back then everyone will see the change. It is necessary to fail in order to truly succeed.
Growth is what people look for. Can you take lemons and make lemonade? Can you dust yourself off and stand back up again? Hitting the mark every time is admirable but can go unseen without a reason to look. So when you fall see it as an opportunity to show your come back.
Do not seek failure, but you can be assured that it is going to happen. Be encouraged as I am by the Corporal Phi Factor. It is all about the comeback, baby!
Monday, March 28, 2011
Tuesday, February 8, 2011
Return to Stasis
I'm a restaurant guy...
And my job mostly involves controlling chaos. There are absolutely too many moving parts to allow me to be a control freak. There are often moments when I must rely solely on what training we have given our staff and know that it has to be enough.
My years of exposure to this environment have instilled in me a motto that I repeat to myself often:
"Return to Stasis"
Stasis n.-a. a state of balance or equilibrium.
b. a state or period of stability during which little or no change occurs.
The word "Stasis" is one that is used in medical terms or in evolutionary states and represents a state of calm normality in what is usually a tumultuous environment. I was most likely exposed to this term while functioning as a medic in the US Army. Some how I adopted it to my own career and is still a part of what makes me successful.
In our business there will be times when we are all pushed beyond our limits. Challenging times can bring out the best and worse in people. But as quickly as possible we must get things back to normal in our restaurant. I cannot express the importance of finishing a rush. We have to stock plates, refill ice bins, get all tables clean, sweep all floors. Each of our restaurants has a resting place that we and our associates feel comfortable in our own skins. Returning the restaurant to "stasis" happens everyday at close and is evident every morning right before we open the doors. The challenge we have today is to find it at shift change. And find it again between the dinner rush and the late night crowd.
This "stasis" can be achieved in a relatively short time and will reload and re-energize a staff as they once again see the calm that is represented in things being in their proper place and time. This is a great culture to establish in our businesses and will take leadership to lead the charge to implement.
So I urge you dont take that smoke break just yet, look around and start to identify what "stasis" looks like to you. Teach your people to restock the line, catch up the dish pit and restock the dishes. While we are at it...tuck in your shirt, wipe down all counters, and take out the trash. Finishing the stressful time with "stasis" means your ready for more customers and ready to make more money.
And my job mostly involves controlling chaos. There are absolutely too many moving parts to allow me to be a control freak. There are often moments when I must rely solely on what training we have given our staff and know that it has to be enough.
My years of exposure to this environment have instilled in me a motto that I repeat to myself often:
"Return to Stasis"
Stasis n.-a. a state of balance or equilibrium.
b. a state or period of stability during which little or no change occurs.
The word "Stasis" is one that is used in medical terms or in evolutionary states and represents a state of calm normality in what is usually a tumultuous environment. I was most likely exposed to this term while functioning as a medic in the US Army. Some how I adopted it to my own career and is still a part of what makes me successful.
In our business there will be times when we are all pushed beyond our limits. Challenging times can bring out the best and worse in people. But as quickly as possible we must get things back to normal in our restaurant. I cannot express the importance of finishing a rush. We have to stock plates, refill ice bins, get all tables clean, sweep all floors. Each of our restaurants has a resting place that we and our associates feel comfortable in our own skins. Returning the restaurant to "stasis" happens everyday at close and is evident every morning right before we open the doors. The challenge we have today is to find it at shift change. And find it again between the dinner rush and the late night crowd.
This "stasis" can be achieved in a relatively short time and will reload and re-energize a staff as they once again see the calm that is represented in things being in their proper place and time. This is a great culture to establish in our businesses and will take leadership to lead the charge to implement.
So I urge you dont take that smoke break just yet, look around and start to identify what "stasis" looks like to you. Teach your people to restock the line, catch up the dish pit and restock the dishes. While we are at it...tuck in your shirt, wipe down all counters, and take out the trash. Finishing the stressful time with "stasis" means your ready for more customers and ready to make more money.
Thursday, January 6, 2011
4 Squares of Development
I'm a Restaurant Guy...
and I understand that my number one job according to the public is FOOD. But as an operator with a desire for long term success I need to be just as good at people as I am with Food.
Understanding where your associates and managers are in their development can help you schedule them, give them position and even promote. I put this together for operators who really need a solid direction to go with their associates.
Please spend the bulk of your time developing the bulk of your associates. I hope this helps.
and I understand that my number one job according to the public is FOOD. But as an operator with a desire for long term success I need to be just as good at people as I am with Food.
Understanding where your associates and managers are in their development can help you schedule them, give them position and even promote. I put this together for operators who really need a solid direction to go with their associates.
Please spend the bulk of your time developing the bulk of your associates. I hope this helps.
| B | 60% | 20% | A | |||||
| HIGH | ||||||||
| Find Position | ||||||||
| Develop/Train Position | Reward/Promote | |||||||
| Company Standards | ||||||||
| Progressive Discipline | Develop/Train Standards | |||||||
| LOW | ||||||||
| C | 20% | 60% | B | |||||
| LOW | HIGH | |||||||
| Job Skill/Ability | ||||||||
| ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Saturday, December 18, 2010
Leadership is Emotional
I am a Restaurant Guy...
and in our business leadership is essential to becoming a successful operator.
I read recently in a book a sentence that made me think. The author said "Leadership is Emotional." down deep I probably knew this, but I have spent so much time reading books and attending seminars and observing great leaders trying to be better leader. In all the technical knowledge that I have acquired I some how forgot this basic piece of emotion.
Our associates and peers feed off the emotion that we as leaders emit daily. The associates look for a few different things in the chaos of restaurant daily life.
1. Trust--The associates must be able to trust in the Manager on Duty and the organization to provide them with "being there in the time of need." They will literally fight for the restaurant against all odds if they know you have their back. Trust is the fuel that can carry the restaurant to higher sales and greater profitability. Without trust the associates revert to protection. This means that they cannot push the business because they think it will break.
2. Caring--Restaurant associates are some of the most giving, sacrificial people. They are generally big hearted and want to aid and assist any one in need. From their leaders they need to feel listened to and cared about. This type of emotional attachment has led to several miss placed relationship issues in our business for years and is not the appropriate way to care for associates. The part that is needed is to genuinely Care. Most times we cannot fix issues in the associates lives, but being a safe confidant or even good advise giver can gain connections and bonds with associates that will serve you for a long time.
3. Being a part of something bigger-- Most people react to the team dynamic and support global goals and standards of excellence. Leadership's job is to lead emotionally with Vision and Celebration of Achievements. The failure of several operators is to minimize the effect of the associates on the business. The truth is we get to be a part of something bigger because they achieve great results for us. Outline the picture and let them color it in.
Achieving an emotional connection will result in a more successful and profitable operation. We cannot let up on high standards and it is not about being friends. It is about knowing your associates and giving them the tools to run the operation. I have learned that Accountants and Servers do not look for or expect the same things out of their jobs, bosses, or lives. So please do not forget the emotional component of leadership in the Restaurant Industry.
and in our business leadership is essential to becoming a successful operator.
I read recently in a book a sentence that made me think. The author said "Leadership is Emotional." down deep I probably knew this, but I have spent so much time reading books and attending seminars and observing great leaders trying to be better leader. In all the technical knowledge that I have acquired I some how forgot this basic piece of emotion.
Our associates and peers feed off the emotion that we as leaders emit daily. The associates look for a few different things in the chaos of restaurant daily life.
1. Trust--The associates must be able to trust in the Manager on Duty and the organization to provide them with "being there in the time of need." They will literally fight for the restaurant against all odds if they know you have their back. Trust is the fuel that can carry the restaurant to higher sales and greater profitability. Without trust the associates revert to protection. This means that they cannot push the business because they think it will break.
2. Caring--Restaurant associates are some of the most giving, sacrificial people. They are generally big hearted and want to aid and assist any one in need. From their leaders they need to feel listened to and cared about. This type of emotional attachment has led to several miss placed relationship issues in our business for years and is not the appropriate way to care for associates. The part that is needed is to genuinely Care. Most times we cannot fix issues in the associates lives, but being a safe confidant or even good advise giver can gain connections and bonds with associates that will serve you for a long time.
3. Being a part of something bigger-- Most people react to the team dynamic and support global goals and standards of excellence. Leadership's job is to lead emotionally with Vision and Celebration of Achievements. The failure of several operators is to minimize the effect of the associates on the business. The truth is we get to be a part of something bigger because they achieve great results for us. Outline the picture and let them color it in.
Achieving an emotional connection will result in a more successful and profitable operation. We cannot let up on high standards and it is not about being friends. It is about knowing your associates and giving them the tools to run the operation. I have learned that Accountants and Servers do not look for or expect the same things out of their jobs, bosses, or lives. So please do not forget the emotional component of leadership in the Restaurant Industry.
Monday, December 13, 2010
The Holiday Season
I'm a Restaurant Guy...
and it is The Holiday Season. This presents several challenges for Restaurant Operators.
1. Family and Friends usually have events during days that we need to work. Working while everyone else is off is our job description. Restaurants always fill up on holidays and weekends. Family pressures can rise but work with your team to meet important family events. It is all about scheduling.
2. Employees have time off needs too. Staffing is critical during busy times and there are never enough employees to go around with endless parties and children's holiday shows. Employees, during this time of year, have a tendency to flake out on shifts or just choose to be absent. I would like to encourage you to remain firm on absentee policies. When we allow some employees to get away with not being there in our time of need, it is the most unfair to those who do come to work.
3. Customers are not jolly in December. I know it 'tis the season to be jolly, but our guests do not always have that opinion. There are several special parties and meetings that will take place in your restaurants with high expectations. Customer satisfaction surveys usually take a dive during December due to customer perception of service. To put it clearly, You must give better service in this month than usual. Being in the Christmas spirit in the Restaurant should equate to attention to detail in the entire dining experience. To some people the holidays are just not jolly and several are depressed and in a pretty crappy mood. It is our Job to step up our game and rally the troops to deliver excellence and ensure that Every Guest Leaves Jolly!
I would like to wish you all a very Happy Holidays!!!
Jesus remains my reason for the season!
and it is The Holiday Season. This presents several challenges for Restaurant Operators.
1. Family and Friends usually have events during days that we need to work. Working while everyone else is off is our job description. Restaurants always fill up on holidays and weekends. Family pressures can rise but work with your team to meet important family events. It is all about scheduling.
2. Employees have time off needs too. Staffing is critical during busy times and there are never enough employees to go around with endless parties and children's holiday shows. Employees, during this time of year, have a tendency to flake out on shifts or just choose to be absent. I would like to encourage you to remain firm on absentee policies. When we allow some employees to get away with not being there in our time of need, it is the most unfair to those who do come to work.
3. Customers are not jolly in December. I know it 'tis the season to be jolly, but our guests do not always have that opinion. There are several special parties and meetings that will take place in your restaurants with high expectations. Customer satisfaction surveys usually take a dive during December due to customer perception of service. To put it clearly, You must give better service in this month than usual. Being in the Christmas spirit in the Restaurant should equate to attention to detail in the entire dining experience. To some people the holidays are just not jolly and several are depressed and in a pretty crappy mood. It is our Job to step up our game and rally the troops to deliver excellence and ensure that Every Guest Leaves Jolly!
I would like to wish you all a very Happy Holidays!!!
Jesus remains my reason for the season!
Friday, December 3, 2010
Happy New Year
I'm a Restaurant Guy....
and I'm already thinking about 2011. You may think I am a little premature in celebrating the new year with all of the Christmas season still in front of me and Thanksgiving was just last week right? Well the truth is that next years plans are being finalized as we speak in most of our organizations.
As in store operators sometimes (especially during busy seasons) we tend to deal with our business day by day or even from a reactionary standpoint. This is a luxury that should not ever be afforded in this business. Even as the customers continue to pile through the door we must think future at all times! For Upper level managers (CEO's, Directors of Operation) they must plan for the upcoming year before it ever gets here.. Yes, that is right they have planned your sales trends, marketing strategies, and budgets already for 2011.
As a General Manger or Store Manager we cannot afford to think less than 90 days out. We should always be preparing for the upcoming quarter. What are we going to invest our budget into? How much sales does it take to make our budget? What was budgetary short fall and how can we recoup that for Company in the next quarter? This also means in Q4 we HAVE to think about Q1 of 2011.
So, Let's look at current trends.
The past 2 years have been a horrible time for Our Industry and America.
The food Service Industry actually began to show positive numbers in Q3 of 2010
The companies we work for will do major reinvesting in 2011
They will not finance growth but pay from bottom lines
We will invest in maintenance and construction.
Some people will have even received merit increases.
People are still eating out versus cooking at home.
Looking at these trends we can expect that:
1) There will be no negative sales projections in the industry at all.
2) Minimum of 5% (as high as 12%) sales growth expectation for every restaurant in America.
3) There will be a minimum of 2% expectation of controllable profit industry wide.
4) There will be about a 3% re-investment into the operation.
5) There will be less Discount offers or new programs to drive traffic.
As operators we have to be looking at these numbers and expectations and planning now for a way to make this happen. (For those of you who are challenged a bit by this, please read "The Impossible Scenario" posting) We must take this time and evaluate our Business and prepare for the upcoming year. My brother was a boy scout so the motto "Be Prepared" was used often around our house. I didn't have to be a Boy Scout to take advantage of the saying and apply it to my business.
Plan your work and work your plan! Do not plan for negative results or you will have a self-fulfilling prophecy. Plan a Super 2011 and deliver the results needed. If you start thinking and planning now you can Make it happen.
Happy New Year!!! (just a little early)
and I'm already thinking about 2011. You may think I am a little premature in celebrating the new year with all of the Christmas season still in front of me and Thanksgiving was just last week right? Well the truth is that next years plans are being finalized as we speak in most of our organizations.
As in store operators sometimes (especially during busy seasons) we tend to deal with our business day by day or even from a reactionary standpoint. This is a luxury that should not ever be afforded in this business. Even as the customers continue to pile through the door we must think future at all times! For Upper level managers (CEO's, Directors of Operation) they must plan for the upcoming year before it ever gets here.. Yes, that is right they have planned your sales trends, marketing strategies, and budgets already for 2011.
As a General Manger or Store Manager we cannot afford to think less than 90 days out. We should always be preparing for the upcoming quarter. What are we going to invest our budget into? How much sales does it take to make our budget? What was budgetary short fall and how can we recoup that for Company in the next quarter? This also means in Q4 we HAVE to think about Q1 of 2011.
So, Let's look at current trends.
The past 2 years have been a horrible time for Our Industry and America.
The food Service Industry actually began to show positive numbers in Q3 of 2010
The companies we work for will do major reinvesting in 2011
They will not finance growth but pay from bottom lines
We will invest in maintenance and construction.
Some people will have even received merit increases.
People are still eating out versus cooking at home.
Looking at these trends we can expect that:
1) There will be no negative sales projections in the industry at all.
2) Minimum of 5% (as high as 12%) sales growth expectation for every restaurant in America.
3) There will be a minimum of 2% expectation of controllable profit industry wide.
4) There will be about a 3% re-investment into the operation.
5) There will be less Discount offers or new programs to drive traffic.
As operators we have to be looking at these numbers and expectations and planning now for a way to make this happen. (For those of you who are challenged a bit by this, please read "The Impossible Scenario" posting) We must take this time and evaluate our Business and prepare for the upcoming year. My brother was a boy scout so the motto "Be Prepared" was used often around our house. I didn't have to be a Boy Scout to take advantage of the saying and apply it to my business.
Plan your work and work your plan! Do not plan for negative results or you will have a self-fulfilling prophecy. Plan a Super 2011 and deliver the results needed. If you start thinking and planning now you can Make it happen.
Happy New Year!!! (just a little early)
Monday, November 29, 2010
On Vacation
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.
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.
Subscribe to:
Posts (Atom)