Sunday, June 25, 2017
A Fish's Tale: A Call from Hawaii
A Fish's Tale: A Call from Hawaii: I was in my car, sitting outside one of the restaurants that I oversaw, when I got a phone call from the president of the company. He was in...
Tuesday, June 20, 2017
Blood and 911
Get involved in your community.
It's hard to explain the events of September 2001 and questions in the conspiracy group always surface but here are a few things that I know, first hand.
I had blood drives every 8 weeks at the restaurant I managed in Pt. Charlotte, FL. I liked to donate and wanted my staff to join in. I chose paydays back when we issued actual paychecks to have the bloodmobile come. I sat inside with the checks and signature roster hoping that one or two might let the phlebotomist strap them down for a quick withdrawal of a pint. No pressure but I wanted it to be conducive for a successful blood drive.
We had been doing this for almost a year. And in the same time frame, we had been executing our service standards to a higher level inside the four walls. I had amazing crew. The guest's dining experience was one of consistency to the point that they knew they didn't have to think about how it was going to be only about what they would have that evening.
Tuesday morning came and my kitchen manager called...turn on the TV . What channel? Doesn't matter.
We all remember where we were on 9/11/2001.
As the horrible images flashed across the screen, the update bar along the bottom asked for blood donations. Thursday was an 8 week cycle of payday and a phone called confirmed that the bloodmobile would arrive as planned on the 13th.
This isn't about rising to the top for a chance tragedy, this is about doing what is right, all the time. I could coax the tears if I shared the story of that day but that's our private memory, the staff and the community. We were consistently involved and there when we were needed.
We, as managers, don't realize the importance of what we do everyday, coaching the staff, establishing the systems, delivering on expectations, being involved in our community but we do it or try to at least move the needle forward.
The economy tanked. Fear in the markets ripped through the country like a California wildfire.
Why were we up 30% in September of 2001? Because the guests didn't have to think about how their dining experience would be in a world turned upside- down. They knew they could count on my crew. And this gave them the time they needed to absorb something that would forever change their lives. Consistency stabilized my market, my world, my staff's world. Promise them stability then deliver. You'll weather any storm.
It's hard to explain the events of September 2001 and questions in the conspiracy group always surface but here are a few things that I know, first hand.
I had blood drives every 8 weeks at the restaurant I managed in Pt. Charlotte, FL. I liked to donate and wanted my staff to join in. I chose paydays back when we issued actual paychecks to have the bloodmobile come. I sat inside with the checks and signature roster hoping that one or two might let the phlebotomist strap them down for a quick withdrawal of a pint. No pressure but I wanted it to be conducive for a successful blood drive.
We had been doing this for almost a year. And in the same time frame, we had been executing our service standards to a higher level inside the four walls. I had amazing crew. The guest's dining experience was one of consistency to the point that they knew they didn't have to think about how it was going to be only about what they would have that evening.
Tuesday morning came and my kitchen manager called...turn on the TV . What channel? Doesn't matter.
We all remember where we were on 9/11/2001.
As the horrible images flashed across the screen, the update bar along the bottom asked for blood donations. Thursday was an 8 week cycle of payday and a phone called confirmed that the bloodmobile would arrive as planned on the 13th.
This isn't about rising to the top for a chance tragedy, this is about doing what is right, all the time. I could coax the tears if I shared the story of that day but that's our private memory, the staff and the community. We were consistently involved and there when we were needed.
We, as managers, don't realize the importance of what we do everyday, coaching the staff, establishing the systems, delivering on expectations, being involved in our community but we do it or try to at least move the needle forward.
The economy tanked. Fear in the markets ripped through the country like a California wildfire.
Why were we up 30% in September of 2001? Because the guests didn't have to think about how their dining experience would be in a world turned upside- down. They knew they could count on my crew. And this gave them the time they needed to absorb something that would forever change their lives. Consistency stabilized my market, my world, my staff's world. Promise them stability then deliver. You'll weather any storm.
Sunday, June 18, 2017
Holidays
The country celebrates holidays. Joyous occasions where families get together, and depending on the time of year or weather, have cookouts or BBQs, the beach, movies, bowling, or dinner out at a place like my establishment.
I can remember the first time I worked Thanksgiving. Broward County Youth Fair. At 1am, We went to Rascal House in North Miami Beach and had turkey legs for dinner.
The first Christmas and New Years working was spent in Key West with a small carnival at an east end strip mall. An ideal setting and we really only opened long enough each day to hang out on Duval St each night or the beach first thing in the morning, bleary eyed and most often hung over.
My company chooses not to be open on Christmas, currently. I remember, all too well,the last one I worked. Nightmarish still 20 years later. I would most likely resign if they decided to chase the profit line on that day. Not because my christian beliefs forbid me to work on, what is considered by many, to be a true holiday (this is arguable at best) but it is a day that almost everyone else gets to spend with their families and I get to partake in it as well.
I have good friends, not in the restaurant business, that have the same self-imposed lifestyle that I do. We miss our families while we are miles apart. We hate the separation from our loved ones. And what we MISS the most is: the standing in lines at the local restaurant, fighting for the space at the park, the nasty words exchanged at the boat docks when we try to launch, splashing by the obnoxious fool at the pool...because our holidays begin when we get home during the week without the competition and annoyance of the rest of the world...because they are all at work.
I can remember the first time I worked Thanksgiving. Broward County Youth Fair. At 1am, We went to Rascal House in North Miami Beach and had turkey legs for dinner.
The first Christmas and New Years working was spent in Key West with a small carnival at an east end strip mall. An ideal setting and we really only opened long enough each day to hang out on Duval St each night or the beach first thing in the morning, bleary eyed and most often hung over.
My company chooses not to be open on Christmas, currently. I remember, all too well,the last one I worked. Nightmarish still 20 years later. I would most likely resign if they decided to chase the profit line on that day. Not because my christian beliefs forbid me to work on, what is considered by many, to be a true holiday (this is arguable at best) but it is a day that almost everyone else gets to spend with their families and I get to partake in it as well.
I have good friends, not in the restaurant business, that have the same self-imposed lifestyle that I do. We miss our families while we are miles apart. We hate the separation from our loved ones. And what we MISS the most is: the standing in lines at the local restaurant, fighting for the space at the park, the nasty words exchanged at the boat docks when we try to launch, splashing by the obnoxious fool at the pool...because our holidays begin when we get home during the week without the competition and annoyance of the rest of the world...because they are all at work.
Friday, June 16, 2017
The garage and restaurant employees
23 minutes. That's what we have together today. It's 9:30 in the morning and I have a pizza in the oven and a glass of wine in my hand. I've been to work for 4 hours today and going back to work the overnight shift and stay until lunch is under control.
Crazy? No, it has to do with the garage.
In today's competitive market of quality staff, loyal ones that do work, its necessary to do things you don't always want to do for a long term goal.
None of this has anything to do with a garage but not everyone sees things the way I do.
My garage has always been my place for a bit of chaos in what is normally a very structured life. Everything has its place at work, organized, easy to reach, well planned. But I need balance. Too much organization requires disarray. An area that allows expression. Mine place has always been the garage.
In my first life, this caused friction. My wife hated looking at the haphazard way things were stored, even though I knew, at any given time, where anything was. I defended my theory for the clutter numerous times. Made no difference.
One day, she came home and the screws were in jars, the tools hanging from peg boards, rakes and shovels in a bin. The office organization skills finally filtered into my private domain. I announced with great pleasure "I cleaned the garage for you!"
I never knew how many problems this one proud statement could cause for me. Mostly because she would never understand why I would be having dinner and wine at 9:30 in the morning.
Her hateful response was something to the effect of Don't clean the garage for me, clean it because you want to.
Here's the problem. As managers, we only focus on our needs, wants, and desires. For recognition, compensation, and advancement, like my ex. But when an employee needs a day off for a special occasion, emergency, or illness, it speaks volumes about the manager or supervisor when they are willing to eat dinner at 9;30 in the morning so enough sleep can be gotten before a grueling shift begins.
"Cleaning the garage is not important to me but it is important to you. And YOU are important to me."
Crazy? No, it has to do with the garage.
In today's competitive market of quality staff, loyal ones that do work, its necessary to do things you don't always want to do for a long term goal.
None of this has anything to do with a garage but not everyone sees things the way I do.
My garage has always been my place for a bit of chaos in what is normally a very structured life. Everything has its place at work, organized, easy to reach, well planned. But I need balance. Too much organization requires disarray. An area that allows expression. Mine place has always been the garage.
In my first life, this caused friction. My wife hated looking at the haphazard way things were stored, even though I knew, at any given time, where anything was. I defended my theory for the clutter numerous times. Made no difference.
One day, she came home and the screws were in jars, the tools hanging from peg boards, rakes and shovels in a bin. The office organization skills finally filtered into my private domain. I announced with great pleasure "I cleaned the garage for you!"
I never knew how many problems this one proud statement could cause for me. Mostly because she would never understand why I would be having dinner and wine at 9:30 in the morning.
Her hateful response was something to the effect of Don't clean the garage for me, clean it because you want to.
Here's the problem. As managers, we only focus on our needs, wants, and desires. For recognition, compensation, and advancement, like my ex. But when an employee needs a day off for a special occasion, emergency, or illness, it speaks volumes about the manager or supervisor when they are willing to eat dinner at 9;30 in the morning so enough sleep can be gotten before a grueling shift begins.
"Cleaning the garage is not important to me but it is important to you. And YOU are important to me."
Monday, June 12, 2017
Memphis Raines and the dining room
Memphis Raines.
I love movies. You can watch them a hundred times, fall asleep at the slow parts and wake up when things get interesting. I like naps.
"Gone is 60 seconds" is where we meet the (and some of my friends will be haters when I mention his name) Nicholas Cage character Memphis Raines. Car thief trying to save a brother and a very heated, back burner relationship with Sway, Jolie, pre-Pitt.
To understand the connection, first you must know one thing about me, I see everything as it relates to the world I have chosen to work in for almost 50 years. The life or death of Memphis impacted me in a dramatic way.
At the time the story actually unfolds, I work for a casual dining chain, our company is a franchise with 40+ stores. Everyday we do a line up with the employees discussing specials, soups, features and how to execute the task at hand.
I watched this movie before going in that afternoon and became angry. I'd say it wasn't my style to become angry at work but I think there is enough documented and/or physical evidence to prove otherwise (please don't move any oddly placed pictures).
We went through all the normal specifics of information flow for the day and one of the staff commented that my mood didn't seem upbeat. I responded. I was only thinking about the dining room.
I explained which movie I had been engaged in before work, getting nods of approval before I continued. Then I made sure I had made eye contact with each of them as I was making the statement "If you were cast in the movie, you'd all be dead at the end of the movie, broken body on a wooden coffin in a room in a junkyard!" You couldn't believe the looks I received from the staff.
"I, on the other hand, would be loading my 49 cars on a barge and making millions off the stolen cars that I DIDN'T EVEN HAVE TO PAY FOR!"
Silence
I continued. You walk through the dining room, you don't see the napkins dropped on the floor, the empty glasses of the guests still waiting for their food, the empty plates in front of them or a any other service that the people who pay you a majority of your weekly salary might need. You don't see that Memphis has fallen through the floor, hanging by his fingertips, an inch from your shoes with a gun in your hands, and you wonder, as your falling from 3 stories up, to your office with the coffin, how you could have missed that tiny detail!?!
In my world, I shot Memphis Raines.
I love movies. You can watch them a hundred times, fall asleep at the slow parts and wake up when things get interesting. I like naps.
"Gone is 60 seconds" is where we meet the (and some of my friends will be haters when I mention his name) Nicholas Cage character Memphis Raines. Car thief trying to save a brother and a very heated, back burner relationship with Sway, Jolie, pre-Pitt.
To understand the connection, first you must know one thing about me, I see everything as it relates to the world I have chosen to work in for almost 50 years. The life or death of Memphis impacted me in a dramatic way.
At the time the story actually unfolds, I work for a casual dining chain, our company is a franchise with 40+ stores. Everyday we do a line up with the employees discussing specials, soups, features and how to execute the task at hand.
I watched this movie before going in that afternoon and became angry. I'd say it wasn't my style to become angry at work but I think there is enough documented and/or physical evidence to prove otherwise (please don't move any oddly placed pictures).
We went through all the normal specifics of information flow for the day and one of the staff commented that my mood didn't seem upbeat. I responded. I was only thinking about the dining room.
I explained which movie I had been engaged in before work, getting nods of approval before I continued. Then I made sure I had made eye contact with each of them as I was making the statement "If you were cast in the movie, you'd all be dead at the end of the movie, broken body on a wooden coffin in a room in a junkyard!" You couldn't believe the looks I received from the staff.
"I, on the other hand, would be loading my 49 cars on a barge and making millions off the stolen cars that I DIDN'T EVEN HAVE TO PAY FOR!"
Silence
I continued. You walk through the dining room, you don't see the napkins dropped on the floor, the empty glasses of the guests still waiting for their food, the empty plates in front of them or a any other service that the people who pay you a majority of your weekly salary might need. You don't see that Memphis has fallen through the floor, hanging by his fingertips, an inch from your shoes with a gun in your hands, and you wonder, as your falling from 3 stories up, to your office with the coffin, how you could have missed that tiny detail!?!
In my world, I shot Memphis Raines.
A Call from Hawaii
I was in my car, sitting outside one of the restaurants that I oversaw, when I got a phone call from the president of the company. He was in Hawaii at an annual convention. "I get what you have been trying to tell me,"
It was a core value statement.
I have a simple thought process. Let the people who surround you know what you believe in and they can choose to be apart of your organization, based on some core values that the company has or they can choose a different path. Here's the problem, the hierarchy of the company must be on board with the concep,t this is where it all comes together.
What I believe is that if I give my employees a quality of life, based on schedules, time off, empowerment and financial needs, then they in turn will take care of the guests that enter each day and eventually help me with my quality of life, insulating me from different issues that have a direct impact on my time off. I try to put them first and they respect this and respond. I am, however, just a GM, not the company. As an employee of a company, its important for me to know my role, so that I can project it correctly.
As a newly purchased franchise of 40 stores we didn't have direction. We had no idea what the company stood for. I know, I know, for some of you, it doesn't matter but to me. it is a defining moment.
After my promotion to multi-level, I began to have the conversation with the president of the company. My reason for discussions was simple. Many times I would come to a crossroad and could only rely on my own experience for decisions. It may or may not be congruent with the goals of the company. I didn't know. So I pressed for direction. The president didn't understand my point. " Just do what you do, you're good at it" was the typical answer.. I wasn't the company and my core values were mine.
The call came just after Horst Schulze with Ritz-Carlton gave a seminar. He spoke of mission statements, core values and of course, the success of his business through empowerment. It could've been a turning point for the company. It wasn't.
Yes, there was initial excitement from the understanding of what I was trying to say but what we developed was not what the company believed in but what the company thought the employees could believe in. For lack of a better phrase, a restaurant religion.
The phone call from Hawaii proved to me that I was on the right track, that someone important could understand what I believed in but it taught me more that the people who are important to me, my employees, will trust and believe in me because I believe in me.
It was a core value statement.
I have a simple thought process. Let the people who surround you know what you believe in and they can choose to be apart of your organization, based on some core values that the company has or they can choose a different path. Here's the problem, the hierarchy of the company must be on board with the concep,t this is where it all comes together.
What I believe is that if I give my employees a quality of life, based on schedules, time off, empowerment and financial needs, then they in turn will take care of the guests that enter each day and eventually help me with my quality of life, insulating me from different issues that have a direct impact on my time off. I try to put them first and they respect this and respond. I am, however, just a GM, not the company. As an employee of a company, its important for me to know my role, so that I can project it correctly.
As a newly purchased franchise of 40 stores we didn't have direction. We had no idea what the company stood for. I know, I know, for some of you, it doesn't matter but to me. it is a defining moment.
After my promotion to multi-level, I began to have the conversation with the president of the company. My reason for discussions was simple. Many times I would come to a crossroad and could only rely on my own experience for decisions. It may or may not be congruent with the goals of the company. I didn't know. So I pressed for direction. The president didn't understand my point. " Just do what you do, you're good at it" was the typical answer.. I wasn't the company and my core values were mine.
The call came just after Horst Schulze with Ritz-Carlton gave a seminar. He spoke of mission statements, core values and of course, the success of his business through empowerment. It could've been a turning point for the company. It wasn't.
Yes, there was initial excitement from the understanding of what I was trying to say but what we developed was not what the company believed in but what the company thought the employees could believe in. For lack of a better phrase, a restaurant religion.
The phone call from Hawaii proved to me that I was on the right track, that someone important could understand what I believed in but it taught me more that the people who are important to me, my employees, will trust and believe in me because I believe in me.
Sunday, June 11, 2017
Baltic Ave vs Boardwalk
I've been blogging and doing seminars for decades now. Just didn't realize that I was doing it.
Yesterday I was reminded of a topic that started my sharing career. "Real Estate", in reference to restaurants, was mentioned on SaltyTalkRadio.com by the host, Mark Salter, who is a very close friend that I have known for almost 20 years. I join him most Wednesday and Fridays from 4pm EST to 7pm. His comments drew me back to the computer.
We are in the process of selling our North Dakota home to move back to Tennessee where the mountains and forests have been calling us. No, I won't start singing a John Denver song right now. Well, maybe in my head. But it seems like this story is trying to come out again, after years have passed since it first was shared with a fellow GM that asked for some inspiration to move his own restaurant forward. Thank you Dwight Satchell for the request and teaching me I am always willing to share.
I doubt I can recall verbatim so please indulge me as I take artistic liberties with the first edition.
Baltic Ave
The general scene of a rush at the restaurant looks like the low rent district of Baltic Ave. "Two today?" This way. The race to a table by the host (he or she always wins) throw the menus on the table before the guests actually arrive, pass them on the way back to the staging area.
The server arrives. Anything to drink? Off they go to bring water to the table, with lemon. Ready to order? Computer punch in, food cooked, delivered, check down with a smiley face and "Thanks" written on it. NEXT
An interesting stat about guests. 68% of those who chose not to return to a restaurant do so over what happens when then first come in the door.
We will assume that the entrance, lobby, and restrooms are spotless.
Connecticut Ave
Slow it down. Smile. Hi folks, how many? Right this way.
At a pace that is comfortable for them we walk to the table. Invite them to the table. Place the menus in front of them and talk about the specials. And introduce them to their server who will be with them in a moment.
St Charles Place
Suggest. (still the host because it plants the seed) The soups today are... This may seem like a silly step but people love soup. So much so, that in SW Florida I could go through 100 gallons of only one type of soup each week because we were at least to this level of the real estate market. Talk about what's happening today.
Tennessee Ave
No plates in hand as you stop. Can I start you off with an Ice cold (no product placement here, did that at the top of the story), cup of coffee, my favorite from the bar? They don't know what we offer so if the server doesn't tell them some options, water...with lemon is the response. But before you leave with a commitment for beverages,We have some great starters, I like...
Illinois Ave
Half way there.
Drink delivery. Did the host tell you the soups? We have some new sandwiches that go perfect with them. My new favorite is... Remember, rent is perceived on the value given. At this point, the server has become a tour guide. In a bar and grill, I would go for the pairing drink When I bring your food, at breakfast, I get the OJ or milk with your entree today? Commitment made and move to an upgrade.
Marvin's Gardens
Obviously, everything is correct on our end for ordering. No mistakes from the kitchen, no mistakes from the server. But did we ask ahead of time with the burger Mustard or Mayo, or the steak A-1 or 57? They can't start eating until their meal is perfect for them. Its the little things that lose us the rent money at this point. The check back, table clearing, refills. Each time we visit the table, they must feel like they are the reason you're there, not on your way by and oh, by the way or while I'm here.
Pennsylvania Ave
As I rebuilt a store in Florida, I had a heated discussion with a corporate officer about this stage of the dining experience. You're too busy to suggest dessert and it's only $2 more for profit.Turn and burn the table, get the high dollar entree. Didn't end well for the rep.
The only reason anyone ever orders dessert is because they are not ready to leave you yet. It's not about a sweet tooth, it's only about the experience and the desire for the spell not to be broken yet. The snooze alarm, so to speak.
Boardwalk
The table visit. You can fire on all but one cylinder and grow your business but it is the last step that makes it worth while for the guest. You, as the manager, must interact with the guest at the table. Today was a perfect example. A table was satisfied with the visit but the little extra I personally did made them feel they had an awesome dining experience. On Friday nights, I would plan on leaving at 7pm at a store I worked in Florida. 45 minutes of shaking hands and patting backs was required every week because I knew them personally and they had bought little green houses and big red hotels and placed them on Boardwalk.
Yesterday I was reminded of a topic that started my sharing career. "Real Estate", in reference to restaurants, was mentioned on SaltyTalkRadio.com by the host, Mark Salter, who is a very close friend that I have known for almost 20 years. I join him most Wednesday and Fridays from 4pm EST to 7pm. His comments drew me back to the computer.
We are in the process of selling our North Dakota home to move back to Tennessee where the mountains and forests have been calling us. No, I won't start singing a John Denver song right now. Well, maybe in my head. But it seems like this story is trying to come out again, after years have passed since it first was shared with a fellow GM that asked for some inspiration to move his own restaurant forward. Thank you Dwight Satchell for the request and teaching me I am always willing to share.
I doubt I can recall verbatim so please indulge me as I take artistic liberties with the first edition.
Baltic Ave
The general scene of a rush at the restaurant looks like the low rent district of Baltic Ave. "Two today?" This way. The race to a table by the host (he or she always wins) throw the menus on the table before the guests actually arrive, pass them on the way back to the staging area.
The server arrives. Anything to drink? Off they go to bring water to the table, with lemon. Ready to order? Computer punch in, food cooked, delivered, check down with a smiley face and "Thanks" written on it. NEXT
An interesting stat about guests. 68% of those who chose not to return to a restaurant do so over what happens when then first come in the door.
We will assume that the entrance, lobby, and restrooms are spotless.
Connecticut Ave
Slow it down. Smile. Hi folks, how many? Right this way.
At a pace that is comfortable for them we walk to the table. Invite them to the table. Place the menus in front of them and talk about the specials. And introduce them to their server who will be with them in a moment.
St Charles Place
Suggest. (still the host because it plants the seed) The soups today are... This may seem like a silly step but people love soup. So much so, that in SW Florida I could go through 100 gallons of only one type of soup each week because we were at least to this level of the real estate market. Talk about what's happening today.
Tennessee Ave
No plates in hand as you stop. Can I start you off with an Ice cold (no product placement here, did that at the top of the story), cup of coffee, my favorite from the bar? They don't know what we offer so if the server doesn't tell them some options, water...with lemon is the response. But before you leave with a commitment for beverages,We have some great starters, I like...
Illinois Ave
Half way there.
Drink delivery. Did the host tell you the soups? We have some new sandwiches that go perfect with them. My new favorite is... Remember, rent is perceived on the value given. At this point, the server has become a tour guide. In a bar and grill, I would go for the pairing drink When I bring your food, at breakfast, I get the OJ or milk with your entree today? Commitment made and move to an upgrade.
Marvin's Gardens
Obviously, everything is correct on our end for ordering. No mistakes from the kitchen, no mistakes from the server. But did we ask ahead of time with the burger Mustard or Mayo, or the steak A-1 or 57? They can't start eating until their meal is perfect for them. Its the little things that lose us the rent money at this point. The check back, table clearing, refills. Each time we visit the table, they must feel like they are the reason you're there, not on your way by and oh, by the way or while I'm here.
Pennsylvania Ave
As I rebuilt a store in Florida, I had a heated discussion with a corporate officer about this stage of the dining experience. You're too busy to suggest dessert and it's only $2 more for profit.Turn and burn the table, get the high dollar entree. Didn't end well for the rep.
The only reason anyone ever orders dessert is because they are not ready to leave you yet. It's not about a sweet tooth, it's only about the experience and the desire for the spell not to be broken yet. The snooze alarm, so to speak.
Boardwalk
The table visit. You can fire on all but one cylinder and grow your business but it is the last step that makes it worth while for the guest. You, as the manager, must interact with the guest at the table. Today was a perfect example. A table was satisfied with the visit but the little extra I personally did made them feel they had an awesome dining experience. On Friday nights, I would plan on leaving at 7pm at a store I worked in Florida. 45 minutes of shaking hands and patting backs was required every week because I knew them personally and they had bought little green houses and big red hotels and placed them on Boardwalk.
Saturday, June 10, 2017
Ping Pong and restaurant management
In the 90's a regional manager posed a question, a riddle to me that left me stumped. No matter how I wrestled with the idea, I couldn't understand what the answer could be. And for me, this was irritating.
I was overwhelmed at work, trying to turn a kitchen around. Control food cost, reduce labor costs, improve overall quality and service. I had very few qualified employees that I felt I could trust the daily execution to, let alone, see the company goals for my restaurant.
I had to rethink my strategies but anyone that has been in a similar situation knows that it seems impossible sometimes when there is a new fire that needs put out popping up daily and in reality, almost hourly.
I have an analytical mind. I also have a work ethic and the stamina that surprises many at the energy i can put out trying to achieve a goal. What I needed was direction.
The regional came in. I expressed my frustration He knew I wanted to be good at what I did. He knew that I wanted to arrive. He knew that I needed to grow first before I could comprehend what goal setting was all about. He knew how to speak to me at my level.
"Andy, imagine a swimming pool covered in ping pong balls. Your job will be to get all the balls under the water, all at the same time. All by yourself."
My mind started racing because I knew there was an answer and that it could be done. But as I came up with one crazy idea after another, my analytical mind dismissed it as an impossibility. Buoyancy, physics, volume, weight, nothing worked, in my problem solving skills. I gave up even though I knew it could be done.
I have told this story to almost every employee that I have hired in the last 30 years for 2 reasons. One to be the same type of teacher that John was for me and secondly, to find that mind that could work out the answer by themselves.
"Take one ball Andy, poke a hole in it. Hold it under the water until it fills up. Move on to the next one.
One thing at a time and fix it for good.
I was overwhelmed at work, trying to turn a kitchen around. Control food cost, reduce labor costs, improve overall quality and service. I had very few qualified employees that I felt I could trust the daily execution to, let alone, see the company goals for my restaurant.
I had to rethink my strategies but anyone that has been in a similar situation knows that it seems impossible sometimes when there is a new fire that needs put out popping up daily and in reality, almost hourly.
I have an analytical mind. I also have a work ethic and the stamina that surprises many at the energy i can put out trying to achieve a goal. What I needed was direction.
The regional came in. I expressed my frustration He knew I wanted to be good at what I did. He knew that I wanted to arrive. He knew that I needed to grow first before I could comprehend what goal setting was all about. He knew how to speak to me at my level.
"Andy, imagine a swimming pool covered in ping pong balls. Your job will be to get all the balls under the water, all at the same time. All by yourself."
My mind started racing because I knew there was an answer and that it could be done. But as I came up with one crazy idea after another, my analytical mind dismissed it as an impossibility. Buoyancy, physics, volume, weight, nothing worked, in my problem solving skills. I gave up even though I knew it could be done.
I have told this story to almost every employee that I have hired in the last 30 years for 2 reasons. One to be the same type of teacher that John was for me and secondly, to find that mind that could work out the answer by themselves.
"Take one ball Andy, poke a hole in it. Hold it under the water until it fills up. Move on to the next one.
One thing at a time and fix it for good.
Sunday, June 4, 2017
Carnival life and the restaurant business
The "tip"
In my early days of food service, I came to understand this phrase as a line, or queue. It helped form my thought process later in life in the restaurant business. Most of my bosses never understood the concept but I saw it first hand.
In a world based on ultra fast food, carnival food, 2 things had to happen in order to "cover the nut".
As hundreds milled past on their way to the favorite ride, their child's 4-H showing, or the concert that would sellout the grandstand, one, just one needed to slow long enough and decide that this was a perfect time to grab a quick bite.
That's the first thing. They chose you. A corndog fried to a golden brown texture, with so much mustard that the heat from the dog and the vinegar in the condiment as you inhale for that first bite, nearly leaves you breathless.
Part one is presentation, opportunity, and preparedness. It's a 30 second transaction and off ya go.
The second half is the "tip". Linger during the transaction. Slow it down. Keep them at your window just long enough for the masses that want to blow past you notice there is activity at your establishment. Then get ready.
We all know that no one wants to be first on the dance floor. But once a brave couple starts shaking to a beat, others follow.
That empty parking lot you have because the employees park in the back is like waiting for that first guy to stop. That, of course, is the first part.
But the restaurant owners teach us to not be on a wait. And this is where they blow it. Get the "tip" to build based on the activity. The slow, steady moving of the line. I know this concept is hard to understand so I'll tell you briefly about Jackson, MS
The state fair. 100s of 1000s came out on the weekends. Once I was able to establish the "tip" out of 2 windows I could maintain 6 across and 10 deep for 12 hours solid. That was my lobby. All I had to do was deliver, keep the line moving. And I did it everyday of the week.
As we hurry to get them sat in our chosen field think about letting the tip grow.
1st day of fishing season.
I share stories. Some people like them, some are offended. I use the stories from my life experiences, real or made up, to find a reference for the listener. Kind of like all those Sundays you spent in church, sometimes you fell asleep, sometimes the pastor was only speaking to you. Trust me, he was speaking to you every week, you just chose not to listen.
That's what this will be like. I'll try to get to the entrée in the first couple sentences. Grab you interest or let you move on, I really don't want to see bobbing heads as they try to read.
Over the next few months, I'll be writing about the service industry, well, restaurant service. I won't bore you with my accomplishments but I have been successful in the field.
We'll shift gears towards the start of the new year as I prepare my mountain home for spring planting and the addition of small livestock and land modification. I must warn you, I don't like chemicals and I'm not an expert in this realm but we have fed our family mostly on home grown food for the last 4 years.
We can still talk about the service industry if you want.
I've been involved with an internet radio show for the last 3 years, saltytalkradio.com , the station and stream belong to a good, long time friend of mine. Yes, we talk about a million different subjects, drink too much sometimes while we're live and don't really care about who gets offended.
So you're welcome to participate in this blog. bash me on Instagram, troll me on Twitter, report my channel on YouTube, or block me on Facebook. I'll still post because sometimes they wake enough just before the message to actually hear that I was speaking to you.
I share stories. Some people like them, some are offended. I use the stories from my life experiences, real or made up, to find a reference for the listener. Kind of like all those Sundays you spent in church, sometimes you fell asleep, sometimes the pastor was only speaking to you. Trust me, he was speaking to you every week, you just chose not to listen.
That's what this will be like. I'll try to get to the entrée in the first couple sentences. Grab you interest or let you move on, I really don't want to see bobbing heads as they try to read.
Over the next few months, I'll be writing about the service industry, well, restaurant service. I won't bore you with my accomplishments but I have been successful in the field.
We'll shift gears towards the start of the new year as I prepare my mountain home for spring planting and the addition of small livestock and land modification. I must warn you, I don't like chemicals and I'm not an expert in this realm but we have fed our family mostly on home grown food for the last 4 years.
We can still talk about the service industry if you want.
I've been involved with an internet radio show for the last 3 years, saltytalkradio.com , the station and stream belong to a good, long time friend of mine. Yes, we talk about a million different subjects, drink too much sometimes while we're live and don't really care about who gets offended.
So you're welcome to participate in this blog. bash me on Instagram, troll me on Twitter, report my channel on YouTube, or block me on Facebook. I'll still post because sometimes they wake enough just before the message to actually hear that I was speaking to you.
Subscribe to:
Posts (Atom)