Category Archives: people development

cultures dont grow from talking

In elementary school we all were given a sample of bacteria that we then put in a petri dish for observation.  Our teacher told us that if we put the sample in a certain type of environment that it would grow.  This bacteria was pretty hearty so all it really needed was to be held […]

if you want something done right

Historically this sentence was followed by “then you better do it yourself”.  This of course assumes that “you” are the only one competent enough to complete…well anything at all.  If you truly feel this way then you’re in big trouble.  The fact is is that one person can’t possibly complete as much work as a […]

“let me get my manager”

You’re eating a meal and something goes wrong.  Not a big thing…a little thing, but you need it to be fixed.  You alert your server and the solution you come up with is that your meal will be remade.  At which point you hear these dreaded words from your server, “Let me get my manager.”  […]

why auto gratuities shouldn’t work…but they do.

A friend of mine that lives in LA told me that they were at the Roosevelt Hotel bar and their bar bill for two drinks had an auto gratuity added.  This friend has worked in the restaurant industry for a long time and knows that auto gratuities are normally only added to large parties.  Quick […]

why the restaurant industry will be changing in the customers favor

My friend who has worked for Olive Garden for over 20 years told me that the company recently sent notice to all tipped employees that regardless of what their hourly rate is they would all go back to making minimum wage.  My friend at the time was making over $14 for their service and this […]

you can’t train customer service

Some of you are thinking, “Oh yeah, tell that to my manager.  We have a twelve step program that teaches us all about providing great customer service.”  I don’t doubt that’s true and I have actually been guilty of doing this same thing.  I see a crew member that isn’t providing great customer service and […]

customer experience vs customer service

The Customer Experience in a restaurant incorporates everything that goes in to a customers visit.  Customer service is part of that visit, but so is the food, dining room, look of the staff, and the atmosphere.  There is no number that is used to measure the Customer Experience but there are indicators of whether a […]

restaurant employee feedback

Do you have a restaurant team that challenges you?  Or are they rank and file?  By challenge I don’t mean disagreeing with you at every turn, but employees that give you honest feedback about how the business is doing. If you’re not sure there is an easy way to get people to start being honest…ask […]

new restaurant manager syndrome

We are happy to have you as the new restaurant manager and we’re glad to see you’re enthusiasm to help us be more successful.  But before you decide certain things need to change please take the time to understand why we do things the way we do.  Otherwise your “new” ideas may fail because we […]

the angry chef, restaurant manager, reality show host, Etc.

I remember the days of serving where the chef would yell at us for various misdemeanor kitchen crimes.  You might not garnish a dish right, or it could have a sauce you don’t remember and all of a sudden you were berated with a flurry of foul language all meant to do nothing at all […]

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