What did you learn from your staff today? MAX HITCHINS
In America, Bill Marvin is known as The Restaurant Doctor (See RestaurantDoctor.com). He contends we can continually learn from our staff…if only we will take the time to listen. In a recent newsletter, he told of what Ada Lara Thimke, from Lara's Tortilla Flats in Oshkosh, Wisconsin, shared with him. “I learned that people are really shy and uncomfortable talking about themselves. One really has to put them at ease by being sincere and frank when sharing tidbits of one's personal life. By doing this, they see you as an equal rather than as - The Boss". “I have shared some of my joys, some of my sadness and a lot of my happy moments with them. This has truly opened doors and they are equally as open and at ease sharing parts of their lives with me.”
By line: Max Hitchins’ weekly emails Secrets, Tips and Tonics to fill your Bistros Bars and Beds are read by thousands of hospitality professionals around the world. Tasmanian AHA members can subscribe to receive these (for FREE) by going to www. www.HospitalityDoctor.com.au You can also get additional updates from Max at facebook.com.au/ maxhitchins
“You are not a superior human being because you happen to be in management. It only means that you have a little more experience and are willing to take on a little more responsibility. Once you get over yourself (get past your own ego) and allow yourself to just be human, your staff will most likely reciprocate in kind.” “I don't mean you should be drinking buddies or become a godparent to their children, just that you deal from respect and realize they have things to teach you ... if you only have the courage to listen and learn.” In our Pub, at Bondi Junction in Sydney, we had a lady named Eileen who had worked at the hotel for thirty years prior to us taking it over. She was a good worker, delightful lady and had ‘her own’ upstairs bar with a loyal following of customers. In our first week our total sales in this bar were $2400.00. Soon after taking over the Pub I recall going to Eileen with an idea to boost trade in her bar. Now, remember, she had ‘seen off’ many owners and managers in her thirty five year at the Pub. (I was just another one!). She looked at the me and at the idea I had documented for her and said “No…that’ll never work here.” I was crest fallen as I was quite sure the idea would work. When I thought about what I had done I realised I was at fault. I had not given ‘ownership of the idea’ to Eileen. As she was going there ‘all the time’ I needed her to be committed to the idea if it was going to work. So the next time I went back to Eileen with an idea to boost trade I said “Eileen, here is an idea I saw they were using in another Pub in Sydney. Do you think YOU could make this idea work in YOUR bar? After thinking about it she said “Yes…I think I can make that work here.” I used the same approach from then on with every new idea for ‘HER Bar.’ When we sold the Pub that same bar with the same person running it had average weekly sales of $30,000 per week.
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VERSION: DATE: ARTWORKFORAPPROVAL: CAREHASBEENTAKENBYTHEZOOREPUBLICTOPREPAREANDCHECKTHISFILEANDARTWORKFORACCURACYANDCONSISTENCYWITHYOUR INSTRUCTIONS.HOWEVER,ULTIMATERESPONSIBILITYFORTHEFILEANDARTWORK, INCLUDING ITSCONTENT, DESIGNER: ew
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