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Blog, Articles, Duties and Responsibilities Surrounding Restaurant Management
One Customer Wins, NOT!
Sep 2nd
Mr. Irate: ARE YOU THE MANAGER HERE?
Operator: Yes, I am! How is everything? What can I do for you?
Mr. Irate: YOU CAN “DO” IS GIVE ME YOUR CORPORATE OFFICE NUMBER!
Operator: Sir/Ma’am, Is there something I can help you with?
Mr. Irate: NO! THIS PLACE IS A SHITHOLE! YOU ARE THE PROBLEM HERE!
Operator: OK, please allow me to correct what it is upsetting you?
Mr. Irate: THERE IS NOT ENOUGHT SALT ON YOUR VEGETABLES! I AM DONE TALKING TO YOU!
I DON’T WANT A REFUND, I WANT YOU FIRED!
I know exactly what you are thinking….just what I need….another bullshit article on how to handle guests???
NOPE…NOT THIS TIME!
On the contrary, let’s talk about a totally different,”new, fresh” approach, didn’t RTG promise you this from the outset?
Let your corporate office train you on handling the irate customer…enjoy that 2 day boring ass seminar…by the way…while in a classroom & not even a dining room!
Sorry…it always cracks RTG up…corporate training, maybe we can do some role playing…YEAH!
What the hell is RTG talking about now?
Guess what? Depending upon the size of your dining area, you have many, many, many HAPPY, THRILLED CUSTOMERS!
Where are they? In that SAME EXACT DINING AREA that jerk off is sitting…DUH! That is why they are customers!
Year after year, battle after battle, the scene ALWAYS unfolds the same…
Operator gets PISSED…WHY?…because despite what this 1 (one) MORON thinks…this operator lives to make EVERY customer happy!
Several things happen here…most of the time the tone & atmosphere of the ENTIRE RESTAURANT changes…it is human nature. The operator is COMPLETELY BESIDE themselves that they cannot make this individual happy! The operator immediately becomes a FAILURE in their mind, despite what the other 500 customers say that EXACT SAME TIME in the dining area.
Often, if not taking this approach…the operator confronts the entire staff on how terrible the restaurant is….happens EVERY SINGLE DAY, EVERY SINGLE SHIFT…
After a MONUMENTAL STRUGGLE, RTG provides an approach never talked about…completely contrary to your training…DON’T ALLOW THE 1, YES 1, VOCAL CUSTOMER OVERRULE THE SILENT MAJORITY!
That is correct! Yes, we said it! Listen to that irate customer & move on!
Do not allow 1 person to dictate your shift & your ambiance & your seasoning of food!
Kewl? (our version of cool)
Listen, let it roll off & get right back out there & talk with all of those HAPPY CUSTOMERS!
If you are this customer, EAT @ HOME!!! NOBODY WANTS TO HEAR YOUR BULLSHIT!
Yes…we are a little rough around the edges…but that’s what our followers have come to love…real experience, real answers!
Consultant Chaffing
Aug 19th
Yes, we said it!
Read that article title again!
Consultants REALLY aggravate the hell out of us!
The fundamental issue with consultants in the restaurant industry is they are failed operators!
Don’t believe it? Check the number of “jobs & years of experience” your consultant you pay thousands has?
You may find out the harsh, truthful reality; the “years of experience” are spent looking for another company due to lack of excelling @ their current company?
Do you know how many days we have spent in a room with a consultant telling us how “shitty” us & our operations are?
They give you a “great, elaborate, beautiful plan” & don’t touch 1 pan or serve a single table the entire time! ABSOLUTELY AMAZING!
Silly me! I thought we were in the restaurant industry!
Pretty dam sad, we agree!
So…Let’s talk about us!
We are not consultants & will never be consultants!
We operate successful restaurants daily! A collaboration of successful corporate & individual operators, from MIT to MUM, we run the entire gamut.
We do believe you are motivated, why the hell else would you work 14-16 hr days?
We do believe you run good operations!
We do believe you come in daily & give it 110%!
We do believe we can help you achieve elite operations by focusing on the aspects discussed throughout this blog & our products.
We are here to simply provide guidance from a group of successful operators, not beat the shit out of you & tell you to pay us thousands!
RMS will not spend the next 2 years boasting on the Internet about how great we are & “saved your restaurant”.
Your restaurant does not need “saving”, applying some of our simple techniques, from years of experience, is all that is needed.
Have fun with us, provide us your feedback, let’s all grow together! We want to learn from you also!
This is an exciting & rewarding industry we all operate in, 86 the doom & gloom bullshit!
We are looking forward to working with you!
Thanks!
What Do Your Customers and Dare I Say Guests Think About You?
Jul 7th
Times are tight for the consumer. Yet, they still go out! They go to spas, out to dinner, hotel/motel time! It is our job as operators to make sure that their experience is as good as it gets so we can count on them for future business. That’s not too far fetched is it? People who get clubbed over the head with a black jack and have their purses snatched are more than likely going to go somewhere they can find value. They want to go somewhere they can trust. Recently, we have come across a tool that we feel is vital to the operator of any service industry concept. You are able to hear first hand from our Mp3 box (top right of your screen) one of the people responsible for this technology.
I know when you are in the building everything is halo’s and rainbows. I know this. But when you leave….yeah, you don’t know do you? They say you can’t be there all the time. This is very true. However, you can keep tabs on what’s happening inside your four walls and what’s being said outside those four walls with a click of a mouse. Technology is just creeping up on the dinosaurs. Time to evolve my friends.
The Restaurant RoundTable Guys suggest that you follow the yellow brick road and click on the banner below. There is no place like home. Why not enjoy home while you are actually off. Let these guys do the secret shopping so you can do what you always wanted…keep your people accountable!
Who The Hell Cares Anyway?
May 1st
Three people don’t show up for work. The associates who do show up are working twice as hard to pull up the slack. The rookie manager is instantly in psycho mode. Who the hell cares? I do. Well, I do now anyway.
This is rookie manager’s time to shine! The typical situation is that when things go wrong…the people who are there are getting abused. I’ve done it a million times. I have definitely been guilty of taking out frustration on the crew that was present and accounted for. Why? Because like you reading this I am human. Now what makes me different than the typical operator? I learn from my bad choices.
I remember one morning I showed up to work ready to set the world on fire. Two hours into my shift I wanted to set the restaurant on fire (literally). Instead of embracing the loyal team members who did show, I mutilated them. I over reacted to every little thing. I was mean, hateful and most of all unprofessional.
The worst part was they stayed anyway. Even worse… when the absent t.m.’s showed up late or the next day…I did nothing!!! I was grateful to have a full staff. The one’s who were with me in the time of need got abused the whole day. The ones who didn’t care to show up were welcomed back!
If you don’t take a step back once in a while and recap some of your adventures in management you really lose the lesson learned. The lesson here is “who the hell cares?” My diligent employees were wondering that very thing. They are thinking “I show up and this asshole yells at me all day? The losers who set him off are welcomed back? This guy doesn’t get it!!”
I didn’t. I wound up losing two of those people. I had to answer to my boss and the part that sucked the most…I had to come to grips that I was WRONG!. It’s been 20 years since that day. I have since improved on this quite a bit. I can still lose it from time to time but it’s mostly theatrics. If any of my crew is reading this now…I am never theatric.
Being involved with day to day operations one has to care. It’s tricky though. You can’t be anyone’s friend. You can not be deemed as distant. The best thing I can say is to be professional and friendly. You know the drill! Praise in public and criticize in private. Appreciate those who kill it for you daily. Get rid of the jerks that don’t. It’s that simple. Your team will view this as support. If we just fill slots with bodies you will eventually lose the good ones. Is that okay?!! Never.
Who the hell cares? I hope who ever is reading this.
Make good choices.
Expect What You Inspect
Apr 21st
It is a very funny thing to walk into a restaurant and notice what no one else working there notices. This is a tunnel vision syndrome that plagues the management community everywhere. The manager in charge claims to have an immaculate back of the house. The workers often know differently!
Upon closer inspection you start to see the opportunities in sanitation and procedures. Why is it that the employees are not surprised by what the district manager finds that has eluded the incumbent manager? The reason is very simple! The employee’s job is to find every short cut they can to give the illusion of job complete. It is the manager’s job to check everyone out as quickly as possible so that they can end their long day. Of course, the long day has just begun as the DM starts his tour of doom!
The employee is often going to perform to the level of their supervisor’s expectation. If the manager is in that burn out zone where minimum is proficient and excellence is just a distant dream then this long day is the manager’s fault. Is that OK?
Inspect what you expect. Take the time to thoroughly check your associates’ work. It is this reason that you are a manager. Managing people and their performance are your responsibilities.
Things that we overlook:
•High dust
•Lights
•Recipe accuracy
•Floors under counters
•Ticket accuracy
•Chair legs
•Handles on equipment (health inspectors love that one)
•Uniform standards
•Inside of equipment (fryers, ovens, coolers, grills etc.)
This list took a total of 34 seconds to type. The items on this list take only minutes to maintain. If done because of a failed audit or upper level management tour will take hours! No one wins when you are exposed as a low expectation manager. Surely you have better things to do then beg you boss for forgiveness while you are scrubbing the inside of a server station at 3 AM.
Do not fault the team members for this situation. It is their job to perform to the expectation given. The blame falls soley on the manager.
Inspect what you expect every shift. Three times a day or more. Why else are you there? I’m sure the good and agitated DM is wondering that very thought! Why are you here? Where are the results from the guaranteed salary you draw? Believe this…if you won’t perform someone else will.
The district manager and above rarely get to where they are by holding low expectations of any subordinate ever.
When you are a salaried employee of a restaurant your schedule can be strenuous to say the least. How awesome is it to get a good visit and go home on time? How awful is it to get a call on your day off to come fix something that YOU did not finish? “Sorry honey! I have to go back to work because I have a jerk for a boss!” Really??? I’m sure the DM is saying I can’t believe I am baby sitting this lazy, complacent fool. Is the DM a jerk or is the manager a bigger jerk for putting their boss in this situation?
Please remember that we Round Table Guys hold one essence above all. This essence is that YOU are in charge of your own destiny. It is your accountability that sets you miles apart from the other’s in our industry. There really isn’t much room for personal feeling on this matter. We either achieve results or we don’t…it’s that simple!
Expect what you inspect. Inspect your performance and hold all others to your high standards. If you do not do this EXPECT to fail because you will. Is that OK?
Corporate Governance Lunacy
Apr 13th
After many years of contemplation & mental anguish, the categories have developed themselves….
From the office secretary…to the lawn-service salesman…to the pharmaceutical rep…to the official “french fry dropper”…THANK YOU! After your display of talent you have officially earned your own category of corporate governance lunacy Mrs/Mr Recruiter…Job Well Done!
With your COMPLETE lack of ability to succeed in the field, CONGRATS Mr/Ms Trainer! You too have displayed a brilliant ability to ABSOLUTELY NOT train people for the reality of real world operations! Since you are completely incapable to succeed in operations, we have given you an “ivory throne” & your own department @ the “corporate” office…very suiting…the one place there is no cash register! Perfect to train the horrible hire by the recruiter…
You, Mr/Ms HR rep…you may be my favorite of all! Your DISMAL sense of being great @ investigative work, along with your horrible personality & complete lack of sense of humor has landed you in the perch of HR! Wow! Mom should sure be proud of the way you “gather facts” & make the EXACT wrong decision 99.9% of the time! You are truly special to the operator & very near & dear to their heart!
Finally, the great “corporate support team”…who in the hell do you support? Damn sure not the people whom bust their ass everyday to pay your salary! You spend your day developing “imaginary” numbers & spreadsheets to ensure operations does not hit their “bonus.” You are the final peice to this illustrious puzzle of “professionals!”
Funny?…This is the reality nightmare the operator must live on a daily basis!
We are developing our own special tab for these consummate professionals at the top of the site & will write articles & blogs surrounding these issues.
Who is your personal favorite?
1) Recruiting Dept
2) Training Dept
3) HR Dept
4) Corporate Support Team
Please leave your comments on this topic! If you don’t have something to state about this topic, check your pulse?
Restroom Rudimentary
Apr 8th
Wish I could be a fly on the wall @ your house right now… it’s time to pick on customers a little…. let’s have some fun!
Prior to entering the restaurant industry 22 years ago, I simply did not know….
Forgive me, but I never imagined…in my wildest dreams… some of the hilarious things I have seen & I’m sure you have to…
If you are easily offended, here’s your warning….
Urinals used as a ‘drop off’ point??….silly me… I thought those might be used for urine, hence the name?
No way? If I only had a $100 bill for each time I have seen the ol’ #2 ‘dropped off’ in a urinal, retirement here I come!…
Never realized walls, floors, & doors, etc. are actually not the decor of the restroom….go ahead & ’let er rip’ wherever you would like…..but make certain you avoid hitting the toilet! That is the dam decor around here!
The ‘spray’ of crap all over the wall seems to be cool nowadays to some customers? Did I miss something? … When the hell did that become cool?
Absolute favorite of all time was the individual who actually took the time to distribute a nice perfect ‘log’ into the soap dispenser… Yea, I know…sick?
I wish I was kidding!
If you have been in this business, you know I’m not….Some people are EXTREMELY NASTY!
How about that piece of clean toilet paper on the floor?
Is something that simple considered dirty to customers?
After the discussion above, the obvious answer is ‘No Way?!’
It is considered filthy to most customers. We must remember as operators to dramatically detail our restrooms on a daily basis. The ‘critical eye’ for what is clean must be utilized right here! Trust me! Your customers are begging for it.
Along with the consistent detailing, a simple ‘walk – thru’ will save you many customers and you can avoid having that unpleasant conversation explaining how someone forgot what the urinal is for.
If you are a customer, which everyone reading is…please let a manager know so it can be addressed & don’t be the 1 who uses the floor instead of the toilet PLEASE!
Thanks for the help!
Be Selective That is Your Job Coach!
Mar 25th
When a customer walks into a restaurant they have expectations. Some are looking for a great value. Others are looking for ambiance as well as a unique experience. What ever the case may be it is up to the staff to read and deliver.
I have written before on guest service. It is the most significant determination in one’s willingness to frequent any establishment. Believe it or not…price is not the first thing most folks think about. The adage holds true more times than not. Oh, yeah here is the adage…YOU GET WHAT YOU PAY FOR!!! This holds true in our investment in our staff. Payroll is what it is. Our job as operators is to ensure that we properly staff our restaurants and stay within certain budget guidelines.
We get what we pay for as well. The selection process to staff a restaurant hast to be just that…selective. When a manager or owner starts just filling in slots with random bodies the likelihood of a great experience delivered is the same as an ex-spouse being genuinely sweet and generous towards his or her former spouse. I learned a long time ago from my mentor that when interviewing a prospective employee to rate them as a business partner. Rate the attire, attitude and enthusiasm. Is the mammal in front of you someone that you want to invest $1200 in? These are important factors.
How many times have we walked into a restaurant to be greeted indifferently? Out of those experiences how many times was a manager standing within observation range? Too many I am quite certain. If you as an operator don’t coach and council indifference then you have just insured it’s permanence in your building. Fix it! It’s that simple. Silent approval is not acceptable. I am not on a soap box about this. It really just pisses me off to observe.
During the interview if your prospective business partner can’t manage a smile then what are the chances of this person being inviting and luminous towards your customers? Not likely coach. If you ask the basic questions and get less then basic responses how will that translate with guest interaction. I’ve seen it all. I’ve seen the torn t-shirt applicant with their entire face attacked by a bedazzler. It’s not discrimination not to consider this person for a front of the house position. Hell, if you own a head shop then by all means offer them a ton of money and welcome them for a prosperous partnership. It’s not old fashioned to be selective. Your guest/customer whatever you want to call the people paying your bills will appreciate being treated well by a charismatic member of your staff. Your constituents (I like that) will also remember and spread the word of the goth, 3″ hole in the ear, heavily tattooed, grizzly, greasy, still sweating from their skate board ride into work that you thought was “pretty cool, man” server.
I’m going to ask for your feed back on this as I would enjoy hearing from you. Don’t confuse a good choice with a horrible decision. We are paid to do a job. One of those jobs is staffing. Take your time and consider many for a few positions. In this economy you better be picky because I guarantee your customers are.
The Bill
Mar 23rd
This week we want to hit a little on a retention tool. That tool is benefits. If you would be interested being on a live call with a real agent who deals in restaurant cafeteria plans please stay tuned and by all means leave a comment. Thanks.
The Right Person for the Wrong Job!
Mar 16th
I am very proud of one stat that I have consistently led through out my 20+ years as a restaurant/bar manager. I have and will always be in the top percentile in turn over. I just really don’t lose very many people.
My friends this is not by accident.
One main rule to follow is simple. Remember the bosses you’ve had and work the same habits into your operation that made you happy as an employee. I also remember the bosses that were ineffective. In every case of ineffectiveness the same culture value rang true. That, my friends, is the inability to adapt, change and overcome unforeseen obstacles. This is the restaurant business baby! Shit happens. Great leaders (even mediocre ones) improvise and overcome!
In many concepts we have different jobs. We cross train a great deal of associates to fit our needs. We hire, train and develop our folks. Is that ok? If Susie calls in and you need a host… simple, get Johnny to do it. We have one too many in that department and we are training a new guy that’s somewhat ready to be productive. Done…settled. That is the art of improvising. It’s not ideal. It is just getting through a shift.
Another rule I’ve learned and most importantly taught is that sometimes you hire the right person for the wrong position. Cast your mind. It’s a crisp fall morning when this very “charismatic” young lady comes into my restaurant with a resume and her app filled out. Ahhh, a breath of fresh air! I have my assistant manager interview her and he hires her to start in a week. I put her on the training schedule to train as a waitress. I did not interview her. I did not ask my AM what she applied for. I ASSUMED she was going to bring us balance on the floor with her great looks and game show hostess like smile.
One week later…
I am handling complaint after complaint on this new waitress. I attempt to coach her. She is frustrated and ready to throw in the towel and her check binder for that matter. I sit her down and we talk about it. I asked the questions…1. Are you happy with the training you received? 2. Are the tips awful tonight? 3. Why are you so frustrated?
She felt like she was being attacked personally and began to cry. I kid you not. Not the wimpy sobbing cry but the frustrated I want to punch you in the throat cry. Then she said very aggressively,”I didn’t apply to be a f@#@#’en waitress! I applied to be a line cook!!!!” Now you HR people would of certainly fired this infidel for the abusive language. But that’s why you work in HR and this is why I run a restaurant. I replied very simply, “Fine! your a cook now.”
The smile on her face made it all worth the turmoil. She finished the two tables that were left and then ran in the back to play with the boys. Three weeks later she was my expo and running the kitchen. She was the best cook I’ve ever had the pleasure of managing.
She now owns a restaurant and I eat there at least once a month. She always comes to the table. She is always in a chef outfit and always sweaty.
I’m glad I didn’t lose her to my own dumb assumptions. She worked for me for 2 years and I am happy that I helped her find her niche.
How do you hire a staff? I say with an open mind.
