ELECTRONIC HOUSE CALL - July 7, 2000

WHO'S RUNNING THE JOINT?
I have been appalled at some of the behavior I see from (alleged) service staff, not only in restaurants but in businesses of all sorts. From surly "greetings" to downright nastiness, there appears to a general lack of service consciousness out there . . . but that is not my point.

It got me wondering: why would an owner or manager, who allegedly should know better, allow such behavior to exist in his/her business? I suspect that perhaps it is related to the difficulty in finding staff. Could it be that people are putting up with such destructive behavior because they are afraid that if they fire these misfits, there will be nobody to replace them? Have they effectively allowed the inmates to run the asylum because they are scared of what will happen if they exert some authority and direction?

My point is that if you do not run your business, someone else will . . . and they will probably run it into the ground! There is no "reason" compelling enough to entrust your most valuable asset -- the goodwill and trust of your guests -- to untrained, uncaring staff members. If your crew doesn't know what to do or how to do it, train them. If they are not suited for the job they are in, find another one where they can shine. If they are not right for your business at all, free up their futures! But you cannot accept less than what you know is right or you are not a manager, merely a babysitter for a terminally-ill enterprise.

I appreciate that the job market is tight, but so what? If you have been guilty of accepting substandard performance because of fear that there will be nobody available to work if you fire the slackers, it is time to rear up on your hind legs and take your business back . . . while you still have a business!

Of course, if you can truly say that none of this applies to you, then you stand to inherit all the patronage from the folks who still don't get it!

[ Home ] [ Top ] [ Email Restaurant Doctor ]

© 2000 Restaurant Doctor