As we talk all day with restaurant managers, Im often able to determine the Good from the Great Managers by one qualifying factor, WHETHER THEY FEEL THEY ARE IN THE FOOD BUSINESS OR IN THE PEOPLE BUSINESS!
Sure, all restaurant managers are responsible for getting their customers a great product in a timely manager, but the foundation of how to do so consistently over time rests on the team that the manager is building.
This is a particularly hard focus as we are in a rapid paced work environment. Of course , the focal point should always be in guest experience in order to create sales via repeat business; but here is a defining questions that can help determine the truth around creating a people culture in your restaurant business:
Is it better to add a customer for life or multiply customers for life?
There is a philosophical difference between those managers that vest into their team as opposed to those that don’t. The managers that understand the power of their people realize that by vesting into their development they are actually able to multiply the consciousness around guest satisfaction and how to create a culture that will keep guests coming back. Those that are less team driven try to add customers by personal interaction and customer relationships. It certainly takes a level of humility to put the team first and not always be the center of customer relations, but I can say with great confidence those that multiply are bound for GREAT success while those that add will not sustain long term prosperity.
