We see it all of the time. Restaurant Managers and Crew Members being held ften times to a standard that does not exist. Why? They themselves were held to a Standard that does not exist too! As Restaurant Professionals, it is important that we "Break the Cycle" of this behavior. By not "Breaking the Cycle" Restaurants will continue to operate as a "Revolving Door" of both Managers and Employees, along with low morale, low retention, and lack of sales. Notice, we stated Sales! Why? Your biggest asset is your Employees!
There is nothing worse, than a Manager holding an employee accountable to a Standard that does not exist, and then sending them out into the dining room nearby to " Take care of the guest" after such encounter. In addition, Employees are also great at holding each other accountable to a standard that does not exist too! Here is an example: John is a new hire. John just came onboard with the company. John teams up with Sallie. Sallie received mininum training, however she too, is constantly held to a Standard of perfection by her Management. Sallie, passes off such training to John. John, not having experienced any different, assumes his training is the "standard" in accordance with the Company policies and procedures. Overtime, new hires come onboard. John passes off his training to the new hires, never knowing the way he was trained was incorrect. However, John not realizing this is really to no fault of his own, gets fustrated and quits the Company. Meanwhile, the same occurs in Managers and Team Trainers too! If you want to fix employee morale for Managers, Team Trainers, and Crew, we challenge you to rethink how you approach self Value. As always remember to ask yourself the following key questions:
1. Is this standard reasonable for my Employees and Managers?
2. Is this standard obtainable for my Employees and Managers?
3. Is this standard coachable for my Employees and Managers?
4. How will this standard impact the guest experience?
5. How will the guest experience impact the bottom line?
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