Restaurant Manager Secrets.Com ©
The customer service industry is a unique place to choose as a career path. Some people are really great at it. Some people spend their whole time trying to get out of it.
This video will not shock any “real” operators!
Managers and operators: How far off is this guy?
Oh, by the way…new email address rtg@restaurantmanagersecrets.com
Thoughts on the video are welcome.
This subject fuckin rocks….sorry about the intro..but it is SO fitting…
Here we go…
Server or Cook (we don’t discriminate) awakens mid – afternoon ….cottonmouth, headache, blurred & bloodshot eyes, & mystery as to whom is next to them….
Yea…we can talk about it…because we have SURE AS HELL been there…
If you haven’t?….WELCOME to the restaurant industry!…
Struggling to get to the shower…only two thoughts….
1) WHO’S CLOSING??
2) WHO’S CLOSING??
Yes… it is sad…but true!
The ENTIRE ride to work is spent wondering…I sure as hell hope it’s not that ASSHOLE closing tonight!…
Finally upon arriving @ work…15 mins late of course…
Employees IMMEDIATELY ask the same question…day in, day out…
WHO’S CLOSING???
Servers are the BEST @ this game by far…they have the uncanny ability to stir up more SHIT in a 1 minute period @ the service station than ANYONE in your restaurant…
Employees usually know the answer to this question before hitting the timeclock…ready to make that ‘life decision’ on whether to work here or not?..
Yes it is FACT! Some employees would MUCH rather QUIT than to deal with the manager whom actually is going to check them out…like any successful operator does!
This silly little game is played each minute throughout the industry….
If you are the closer & you do not get a look of fear or shoulders slouching, etc…when you are asked that question….do not plan on career advancement any time soon.
This is NOT A NEGATIVE…it is simply ANOTHER lesson in human nature & restaurant manager psyche from RTG!
Trust us! You WANT to be the manager whom employees DREAD closing because they know you will be making sure the closing procedures are CORRECT!
It’s GREAT for your upcoming successful career!
Managers new to this unique industry that we love simply cannot seem to grasp this concept….
PLEASE understand the importance of CLOSING the restaurant CORRECTLY by ensuring all employees complete procedures.
If the restaurant is not closed correctly…
You are simply leaving the opening manager those responsibilities…
Note to self…
Opening managers….DON’T DO IT!!…Call the closing manager back in to close…so you can open.
Otherwise… we promise…THEY WILL NEVER GET IT!!
YA DIG? CLICK THAT BOOK TO THE RIGHT & LET’S GET YOUR CAREER STARTED!
Thanks & we look forward to your successful operations!
Lately, we’ve been on the IVR-OSAT rant. It is frustrating as operators not to be able to solve an issue when it happens!!! True we should see it. But if you are dealing with vendors, phone calls, inventories, schedules, interviews, hands on cooking, training, landscaping, window cleaning, district managers, unruly regulars, truly awesome regulars, power outages, fryer change outs, dishwasher repair, wanting to punch HR through the telephone, getting Louis to wash his hands after he sweeps the kitchen and seeing if your next shift is going to arrive…you might miss an “opportunity”!
Today in real world it happened!!! A gentleman pulled me aside and spoke to me about an issue he had. Whooo Hoooo!! He actually looked surprised that I seemed happy to talk to him about it. It took me 19 seconds to fix the issue. Here is what I did.
After all that hard work was done I gave him my business card. On the back of it I wrote “Free one on Jim…Consultation Fee”
He laughed and said what is this? I told him the issue he brought to my attention was going to save me from 10 plus more complaints and that he earned it. I also explained how happy I was that he brought it to my attention instead of calling the “HOTLINE”.
My partner wrote last week about this. The OSAT guy or gal the customer calls are more then likely never going to be inside the restaurant they are representing. They come from the same tree as the HR Nazi’s.
This was quite simply a refreshing freaking miracle I tell you!!!
Thanks and make good choices.
It is a crazy crazy industry that we work in. The customers are “entitled” and lately I’ve noticed the same trend in the staff.
“You want me to clean what?” “Look, buddy! I will not do that for what you pay me.”
You know where I will go with this…Coach Carter style in a hurry. Either way there is something else that is totally bothering me at this juncture.
Knowing you audience does not work anymore. With the ongoing trend of IVR, OSAT, employee surveys and the ever looming “big brother” surveillance it matters not who you know. I worked for a company years ago that preached “guard your words and actions.” It could not be emphasized enough.
Managers you think you know…but you don’t. You will know, however, when you are sitting in an arbitration hearing. You will feel a little uncomfortable when HR gestapo is beating you in the face with a phone book.
We’ve all seen the role playing videos in the past. We get half the story and we start assuming. Assume this! If you speak unprofessionally to your employee it will come up. It more then likely will come up publicly and with collaboration from the crew.
Finding a job is easy. Losing one these days is even easier.
Things that are automatic:
If you are thinking this...you probably are!
Dickie Dimwit you will be dealt with accordingly just on this short list alone. We haven’t even touched the taboo iceberg yet.
This is not just for the guys by the way. Round Table Guys are proud to have so many women managers on our facebook fan page. Lately, women have been just as prone to scrutiny as their male counter parts.
The job is hard enough folks. Play nice. Make good choices.
Remember if you have something funny to say tell it to your buddy at the bar. Have your personality but keep it clean for Christ’s sake at work.
No NO No! Do not travel down the road of Job-Jumper Dude(ette).
For more on the Psyche of what it takes to be successful in this industry pick up our E-book!
Click on it. Buy it. Execute it! Learn from our No-No experience.
Later Gators!!!
EVERY SINGLE DAY the opportunity presents itself…
ALERT! ALERT! ALERT!
We have breaking news for restaurant managers & customers….
Believe it or not, the manager of that restaurant you dine in….
Yes, that one! The one you saw…& decided not to speak to…
CARES ABOUT YOU HAVING A GREAT DINING EXPERIENCE!!!
That individual does not wake up in the morning attempting to make your life a living hell….
There is 2 very different sides to this discussion….
The 1st side is very simple…the customer is exactly right & that individual does not give a shit & should have NEVER been put in the position of restaurant management.
Trust RTG when we tell you…THESE “MANAGERS” PISS US OFF…to a MUCH GREATER extent than you!
Why? Managers who do not care…& as hard as it is to admit it…for those of us whom love the industry…ARE DISGUSTING!
On the other side….
The corporate office cannot help you!
Stop shooting off emails & calling someone who is not even in the same state as the place you are bitching about…by the way…how many restaurants do you think that person you are speaking with has run?…EXACTLY! ZERO!
Yes! I know you are shaking you head right now…saying Bullshit?
As a customer, we need your help….
The corporate office will always send you a “free pass” to go back & visit the same exact place where you just finished having a ‘horrible experience.’
If this is your M O…then it is what it is & your just MISERABLE & need to stay your ass @ home!
I SAID IT! I will say it AGAIN…Stay your miserable ass @ home!
You bitch when you go to the gas station, you bitch when your drive, you bitch when wake up & realize your miserable ass is alive for another day.
Get the point?
Now, if you do have an issue, TALK TO THE MANAGER!
If the manager does not resolve your issue, ABSOLUTELY speak to the corporate office to get the issue resolved!
Most managers work very hard long hours & understand that customer satisfaction is the most vital piece to driving sales in their establishment.
THEY WANT TO MAKE IT RIGHT FOR YOU!!
Too often in today’s environment of ‘entitlement’ the manager never has a clue that something is wrong, how the hell are they to correct it?
RTG BEG YOU! TALK TO THE MANAGER ON DUTY! If that individual cannot handle it, call the GM & speak with that individual, if they cannot handle it…call the corporate office.
MANAGERS…Stop making those of us whom do CARE look stupid!
LISTEN! This is the most common mistake….
On the contrary…managers often become offensive…95% of the time a customer just wants to be heard….THAT’S IT!
Stop the drama!…LISTENto the customer…APOLOGIZE & TAKE ACTION to correct the concern!
Managers are steady missing the correct answer to this equation…this is your PRIME OPPORTUNITY to turn a ‘disgruntled’ customer into an ambassador for your business…not just a customer.
PAY ATTENTION & LISTEN!
We have to stop the ignorance on both sides of this equation….
PLEASE FOR RTG’S HEALTH….STOP!
HAPPY EATS & WE WILL SEE YA SOON!
I did some traveling. As you are aware, I like to talk about the operations of all the places I visit. Today we discuss customer perception. I was part of a party of 21 in an old time diner/grill in down town Minneapolis. They did not accept reservations but luckily we were accommodated with one huge “governors table”. The Vikings were playing and the weather was pretty treacherous so we made their Sunday so to speak.
Our waitress Cathy was “seasoned” and immediately started getting drink orders. The manager and other 5 servers were gathered around the “high counter” which was where the cooks are on display. Cathy took 5 trips to deliver all of the drinks. She walked by the other 5 servers and manager 5 times. Hmmm. She then took our order.
A couple of other parties arrived during the next 15 minutes. The “younger” servers promptly started their serving procedure. The other parties were 3 to 4 tops. There were 4 of these said parties. They were taken care of pretty efficiently. That was cool because now the 5 servers could go hang out with the manager again. Nothing spells success better then a huddled mass around a drink station.
After about 20 minutes the food started to arrive. The manager, whom we haven’t heard a word from yet, dropped off (literally) 7 bowls of home made french fries. He did mutter “fries” to our delight. That’s the last we heard from him during the meal. Our server Cathy then took 7 trips going by 5 servers one manager and already served tables. 7 trips carrying 3 or more plates a trip.
The party I was with didn’t notice the “seasoned” waitress getting ran like a hag-rid slave as the other “Cinderellas” were having chit-chat time with our young studly manager. Perhaps Cathy our server is mean to these younger girls? Perhaps. The best part of the 7 journeys is when she dropped a plate of pickles. The 6 congregates did look up to see where the shattering sound came from but then immediately got back to the trials and tribulations of Saturday night’s activities. Maybe they were discussing business? Maybe they were ignoring $300 + in revenue in their dining area. Hell, I’m not psychic.
The customers in the booth next to me were trying to tractor beam some coffee refills. Cathy our server noticed and made mention of it as she walked by the “water cooler” group still yapping away. The manager promptly brought over a pitcher of coffee and SAT IT ON THE TABLE and walked away. This is stellar. I watched the shocked look of the lucky patrons in the booth who received such refined service.
Shortly after that, an eight top got up from their table. As I said in previous blogs, I don’t rate food too often just the operations. The table was like a giant Jenga game. Plates, mugs, napkins, utensils stacked up in a fashion that put me in the mind of a paleolithic structure constructed by primates. I watched our server Cathy walk by it on her numerous trips past party central and finally she relented. The server that received zero help from her cohorts started to disassemble the cluster fucked table. It got to her!!! The server who received the tip came over to wipe it down at least. Very awesome.
The symptoms: maybe Cathy is bitchy to her co-workers. Maybe she’s 20 years older then the rest of the wait staff. Maybe they don’t relate or hang out on Saturday nights. Maybe the customer doesn’t care about these little factoids.
The RoundTable guys manage very diverse staffs. Some of these staffs have been 70 or more at one time. I have had staff members that absolutely hated one another. The one thing a manager must do is manage. It’s not personal until you get the survey results online or some know-it-all blogger spells it out for the world to see. In any case I did go introduce myself to the manager. I told him what a wonderful unassisted job Cathy did and I asked for his card. He gave me a to go menu. That about sums up the whole visit.
We can probably look forward to said manager joining the ranks of the all knowing consultant in the very near future.
This article is dedicated to Cathy (our server) and all the other one’s who get their work knocked out and do it well with or without a team work atmosphere. Cathy forgive them…..they know not what they do.
Managers please take action on this subject. Our industry depends on each of you. Let’s coach like every guest is the last one. We need your help to bring the reverence back to our illustrious positions. Remember the customer sees everything. If they don’t like what they see they will give someone else their money. That is all.
So, you chose to be a manager…
Well, if you are into the holidays… you are making a poor life decision. I always interview very hard. Informing the applicant about their holiday plans, I MAKE THEM FOR YOU, is often the most enjoyable part of my interview.
Even after that I still get the sob stories year after year.
“It’s my grandmother’s last Christmas”
“My cousin Ed is in town!”
“Boss, my kid is suicidal!”
“My religion prohibits me from working on Christmas Eve.”
I always respond in my normal caring manner.
“Your Grandma is enjoying her 80th Christmas”
“Your cousin Ed will be too drunk to notice your absence”
“Your kid fails at everything else, so this should be no different.”
“Your religion is not going to pay your light bill.”
I always say these things in a very nurturing way. When one person skips out and the rest of the team shows up….well you know it may cause some undue dissention.
“Why is Michelle off?”
“This sucks! You are a terrible manager! You have your favorites obviously!”
I say to these people who skip out, “Merry Christmas hope Santa gives you a new job. Happy New Year!” It’s really quite simple. Pick alternative days to celebrate with your loved ones. Obviously, few places are open on Christmas but the ones who are…you signed up…deal with it.
The Round Table Guys hope you have a wonderful Thanksgiving. We hope that you get through it with little employee casualty. Face facts though peeps! You better be going over those dusty applications. You are going to need them. Especially, if you let the holiday hookie people come back to work. The ones who did sacrifice will find employment else where. We promise you that.
Good times is what RTG loves to talk about, here we go….
Supervisor: Get your clipboard!
Operator: Yes sir (thinking…I sure wish he would find something to do)
Supervisor: Let’s take a walk around your restaurant….
Operator: Yes sir (I wonder if I can fit his ass in that dumpster?)
Supervisor: Look @ your vents & blinds…both need to be dusted.
Operator: Yes sir (I sure as hell need to be cutting labor)
Supervisor: Let’s get the bottoms of these chair legs clean, when are the carpet / tile cleaners set up, detail the oven, detail the grill, detail the floor in dish area, etc….
Operator: Yes sir (Does anyone in this restaurant give a shit about anything he has pointed out to me other than him?)
This scenario unfolds each day…unit after unit…throughout the industry we adore!
There will always exist a balancing / juggling act in this industry, so stay on the hire wire & do not allow 1 aspect cause you failure in the big picture…Customer Satisfaction Still Rules!
RTG would like to ask a question…..
Who really gives you a ‘detail walk’ every time they enter your establishment…just your supervisor?
On the contrary…RTG believes the customer does every single time they enter!
The condiments on the tables being clean & correct is vital to the customer.
The high chairs detailed are vital to the customer.
The vents & blinds being dust free are vital to the customer.
The server who has pants that are too long & frayed @ the bottom is vital to the customer.
We could go on for days….& we are positive you could also?
Stay true to the details in your restaurant, your customers always will!
They will not mention the details to you, but they will not return if the details are not nailed!
Take the time to look @ your restaurant from a customer’s perspective, with an eye for details & enjoy the results!
Strolling through the inner harbor in Baltimore last night my date and I (yes I have one from time to time) found ourselves hungry. Too much Irish beer? Perhaps. However, it’s 11 pm and most of the places have closed kitchens. We stopped by a place called Dick’s. We were greeted by a young lady. We asked if the kitchen was still open. She said yes. She asked if we’d like to sit inside or outside. We chose the latter of the two. She also explained to us if we didn’t see a server to come get her. We did like we were told like good little customers. We waited for about ten minutes and no server came. My company was awesome so I didn’t mind too much. The kicker was when the host actually came out to “burn one” and sat at the table right next to us. Let’s put this out there…. Employees smoking on the front patio is not so great. Having the same person who told us to wait for a server and blowing smoke at us told me either she forgot that we were waiting or she just didn’t care. That’s customer perception.
Continuing our stroll pissed as hell!
Yes, we got up and continued our stroll in search of late night fare. Then the neon sign just four doors down was beckoning us. PF Changs!!! No greater pleasure then soaking up a buzz than Chinese food (sorry Waffle House we love you too). We were greeted by the person opening the door for us. Pleasantly, I add. We were seated promptly which wasn’t too big of a shocker because of the late hour.
Kevina was our waitress. She was a beautiful girl with a huge smile. She was able to extract our order while entertaining us with her awesome personality. Our beers were delivered within 2 minutes. Our soup and appetizers came in 8 minutes. Our entree was in front of us in 16 minutes. What does this tell you Mr./Mrs. Manager?
Late night meal period does not have to be horrible. We train our customers every day. Is that ok? Some concepts lower their prices late at night more for traffic purposes.
A system that often goes over looked is off peak meal period thoroughness. As I’m trying to keep things positive I have to congratulate PF Changs and it’s staff and especially Kevina. We were treated fantastically, professionally and personally.
It’s really simple. For the most part customers pay the same for services and product through out all the meal periods. Why should some one get a better package at 12:30 pm then they get at 11:00 pm? It’s a rhetorical question. Customers will appreciate a great experience and may just blog about them.
I’ll be rapping about Crab cakes tomorrow stay tuned!
So I continue the adventure through the great mid east. Today’s meal was the Deli located on the first floor in Baltimore’s Tremonts hotel. This was located at 222 St. Paul Place. Now again I’m not talking about food. I’m talking about systems. Today’s system is the smoker’s black out. This is a common problem we all face as managers.
The non-smoker often feels left out for the “mini-breaks” often handed out by the managers. Far too often the smoker is permitted to “step away” from their position to go inhale a cancer rod. The non-smoker basically is not given the same opportunity. Maybe the non-smoker would like walk about liberty as well. Today at the Deli I witnessed the manager Debbie break it down. I will quote her now. “No one leaves the line from 12-2.” She said it in a nice tone and all the staff was immediately back to their task. It was a little slow but we know how that can change during the lunch meal period.
It did get busy. The best part of this was that no one griped. That tells me that this manager is consistent on this specific policy. The staff is on display there is no back of house to speak of. Any bad reaction would have been noticed had there been one. The RTG’s congratulate the Deli at the Tremonts Hotel and it’s staff for running a great lunch shift. By the way, the service was great. The sandwich was very good as well. Most importantly, the staff and manager all engaged me with out knowing I’d be blogging about them. This tells me that it happens on a regular basis.
Comments and concerns about this subject are appreciated and fairly vital. We look forward to hearing from you.
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