The Customer Comes Second

In their search for excellent customer service, some restaurant owners invoke the adage, "the customer comes first". Yet many operators are left scratching their head when the more they repeat this mantra, the less their staff seems to put it into practice.

Effective leadership requires more than a recital of famous quotes, adages or proverbs. To be an effective leader - getting others to buy into an objective - you must first be a good servant. In other words, learn to lead by example by treating your staff the way you want them to treat your guests. If you want to motivate your staff to do something, then you need to walk the talk.

As human beings we crave recognition, respect, kindness, courtesy, dignity and appreciation. How many loyal customers do you think you'd have right now if each one of them were to experience these each time they visited your restaurant?

Now ask yourself, how much respect, appreciation and recognition do you actually give to your staff? Do you praise them for a job well done - even if it's routine? When you find them doing something wrong do you pull them aside privately or do you find yourself calling them out in front of others? How often do you remind them of their importance? Does your staff feel dignified in their jobs, or do they only do it for the money?

As an owner or manager, you have enormous influence over the work environment. Here are some tips for making your staff feel appreciated and respected:

• Smile - it's often been said that a smile requires much fewer muscles than a frown; besides, a smile given is more likely to get a smile in return.
• Listen more and talk less - take time to communicate more effectively by asking your staff how you can better help them do their jobs - and then listen to their responses with genuine empathy.
• Call them by name - Dale Carnegie once wrote there is no sweeter sound than hearing one's own name. Name recognition is one of the most effective forms of flattery and makes the recipient feel valued.
• Respect their time - you don't want your customers to wait, so why make your employees wait when they need your help, advice or direction?
• Give them your undivided attention - have you ever been telling someone something and noticed they are constantly looking away or are distracted? Don't allow interruptions or distractions to take your eyes or attention away from the one you are talking with.
• Say please and thank you - simple courtesy and manners produces amazing results. Chic-fil-A and Marriot are well known for teaching their staff to respond with, "My pleasure" whenever a guest tells them thank you. Is it any wonder they are recognized leaders in customer service?
• Apologize - when you make a mistake with an employee, admit it, apologize for it and then correct it. Showing humility conveys respect and sincerity.
• Criticize in private - managing employees oftentimes requires that disciplinary action be taken when rules or policy are not followed. When corrective action becomes necessary, do so in a private setting. This shows respect and dignity and will be recognized by the entire staff - not just the one being disciplined.

When you treat your staff in a manner that makes them feel like #1 in your eyes, they'll almost certainly treat your guests as #1 in their eyes.

Everyday Rules For Every Supervisor

Here are five rules every manager and supervisor should follow everyday. They are simple in concept and easy to do. Challenge yourself to follow them.

1-Know your people. Take time to offer a friendly greeting at the beginning of each workday. You will be amazed at how your greeting in the morning or at the beginning of the shift can set the tone of a Team Member’s attitude all day. A “grumpy” manager or supervisor will most likely have “grumpy” Team Members. Let Team Members know that you care about them as individuals. So, talk to them occasionally about their outside interests.

2-Give plenty of feedback. Let people know you really do notice the work they do. Make specific comments about the work they do. For example, instead of just telling a person they did a good job, specific about what was really good about their work. You might say, “I really like how detailed you are when you serve your guests”. Expect some mistakes, especially with inexperienced Team Members. So, when mistakes are made with new tasks, assume first that your instructions were not clear, and take the time to clarify the expectations.

3-Never ignore non-performance. When you recognize someone is not meeting job expectations, check to see what’s happening. Identify and discuss the problem performance with the Team Member and let him/her know that you expect an improved performance.

4-Praise Team members who do what’s expected of them. Remember, the salary is not sufficient recognition for satisfactory job performance. Just praising the exceptional performance will mean few Team Members will be praised. It’s easy to praise top performers, but don’t forget the rest. Take time to show those who regularly perform their work adequately that you appreciate their efforts. Remember, good performance gone unrecognized will diminish. If you don’t show you care about what they do, why should they care? If you don’t show you appreciate them, why should they appreciate you? I could go on, but you get the idea.

5-Remember the work atmosphere. The most important part of the work climate is a healthy sense of self-esteem. When Team Members feel good about themselves and they feel good about what they do it is much easier for them to be cooperative and display a willingness to go the extra mile for you. When you think about it, the attitude of the boss is the most important attitude of all. You, as a manager or supervisor set the tone. Remember, never, regardless of the situation, scream or shout at a Team Member or anyone, as this will break all lines of communication and you will lose your team’s respect and credibility.

Following these five supervisory rules can make the difference between success and failure as a manager or supervisor. Check yourself every day against these five rules