By Steve Slowey
So I took over one of my restaurants from a manager who, in many circumstances, could not do the job. Today makes a full month since I took over. In that month, I have dealt with entitled employees, poorly executed systems, lack of training, and poor execution at every level. It is amazing how much damage is done when there is no leadership and no accountability.
Ultimately this is my fault as l should have never allowed it to get to this point but, I did. This scenario is not uncommon. It is likely we all have all allowed parts of our professional or business lives go, then found ourselves having to clean up the mess we created. Businesses are either in a progressive state or a regressive state; there is not a third direction.
This store has been in a regressive state for a while, and though it was and is still making money, business would be crushed if another concept were to open in the area. Profit alone is no way to judge your business. Ironically, at this location, the manager even said that he ‘didn’t see an issue’, that ‘the store was making money’.
The consumer has the ability to choose where they spend their money, and it is every employee’s job to ensure that the customer made the right choice when they walk in the restaurant. Open your eyes and try to see what your customer sees. Do a thorough evaluation of yourself and your business and make the changes needed to stay relevant.
Well-ran businesses do not worry about competition, they embrace it because their standards are high, and their execution is consistent. I have a lot of work still to do to get this store where I know it should be, but is there really any other choice? By being an absentee owner, I allowed this to happen so I have nobody to blame but myself.
I hope you do some soul searching and take an honest look at your business. If you don’t like what you see, address it. I am doing just that. I am already seeing progress and getting good customer feedback but it has taken hard work to get here.
I am a believer in clear and concise systems that maintain standards and evaluate performance. Getting those systems in place has been difficult but they are the reason I am getting results. The systems are exposing the employees who are productive and the ones who are not.
If you find yourself wondering how to address some of the issues you are facing let us know. I am confident we have the tools to help you get back on track.