Employee Meetings- The Right Way

My employer had an employee meeting the other night.  Having sat through many of these, both as an employee and as a manager, I was not looking forward to it.  They all kind of go the same way, accomplish what is necessary (for a while anyway) and need to be done every 4-6 months.  Unfortunately, what was well intentioned turned into a blame game, did not accomplish much and failed to get everyone on the same page.

One of the inevitable downfalls of an employee meeting is that it has to be done before or after business hours.  That means a bunch of servers and cooks either have to get up early and come to the restaurant or they have to come late.  This is detrimental because very few servers are morning people.  Thus, morning meetings means grumpy and less attentive employees.  Late meetings means servers are missing out on family, sleep or drinking time.  Many have already worked at least one shift and are tired.  This also means grumpy and less attentive employees.

During the meeting, the managers, inevitably, have a list of things that need to be covered.  Things like running food, pre-busing, helping each other out and overall teamwork are covered.  If luck happens, new food/menu items get introduced.  What inevitable happens during these meetings (and what happened in my meeting the other night) is that people pick out a couple very specific issues to focus on rather than look at the issues as a whole.  For example, in my meeting, one server, when discussing running food, spoke about "This one time I had eight tables going, was totally in the weeds and no one would help me run food.  There were people chatting in the back, people smoking and the manager was playing on the internet.  Why should I run others' food when no one will run mine?"  Well, this might have been true for that one situation, but it certainly is not the case in general and the anecdote did nothing to help the overall message of the meeting.  The overall message- run more food- gets lost because one sever is complaining about one very specific situation.  The meeting dissolved from here as other servers spoke of their own similar stories.  Eventually, what was meant as a 45 minute meeting had turned into a 2 hour "bitch/moan/blame fest."

Many of us, especially those who have worked in the restaurant industry for a long time, have certainly been in these meetings before.  They are frustrating because we all don't want to be there, they take too much time, and don't accomplish much.  However, there is a right way to do these meetings.  My first advice is to not have them to begin with. General housekeeping items, like running food, pre-busing, helping each other out and overall teamwork should be covered in a pre-shift meeting (you are doing pre-shift meetings, right?).  This is the time where a manager can say "okay, for this shift let's focus on making sure all the food gets run to the tables within 30 seconds of it being put in the window."  That way, everyone is on the same page.  The next shift, cover something else in the meeting, something like pre-busing.  Then, during the shift, give consistent reminders to staff about what they should be working on that day.  Eventually, the things you are covering during pre-shift will be commonplace.

The second piece of advice is to only have a meeting when you absolutely need to.  Are you rolling out a new menu?  Is there new software being installed that will drastically change the way work is done?  Are there new owners or partners that will do things differently?  Is there something drastic happening?  If there is nothing major being changed in the way the restaurant is done, don't have the meeting.  Cover it during the pre-shift.  Finally, if you must have an employee meeting, make it fun.  You don't want to be there and the staff does not want to be there, so do something fun.  For example, the staff eats your food all the time, do an industry trade and get something else to eat.  Have a contest on menu/drink knowledge.  Let those of age have a (meaning 1) beer while you meet and give smoothies to those who cannot.  If you have to give out bad news, sandwich it between two pieces of good news.  Don't let the meeting end on a bad note and make sure the meeting ends on time.  Stay in control and encourage people who have very specific gripes about what you are talking about to speak to you after the meeting, so as not to bog down the meeting.

Employee meetings can be very beneficial if done correctly.  They can lead to better service, better attitudes and can get you back to where you want to be.  Look at how you do employee meetings and see how you might improve them in the future.

13 Things Your Bartender Won't Tell You- My Thoughts

I saw this article from Reader's Digest.  Having worked in bars and restaurants for over 20 years, I thought I would give my $.02 on "The Secrets of the Bartender..." 

1. Yell, whistle, or wave money and I'm going to make you wait. Make eye contact and smile, and I'll come over as soon as I can. Know what you want and have your money ready. Don't create a traffic jam.  

I don't come into any place of business and snap my fingers, wave my arms or yell for someone to acknowledge me.  I wait patiently to be recognized and complete my business transaction once I am.  You, as a patron of a bar, should do the same.  The bartender will get to you when he/she gets to you.  I also agree that you need to be ready to order- especially when the bar is busy.  Do not get the bartender's attention and then decide to talk to your friends about what drinks you want.  Decide, wait, get served, pay, tip, and drink.  In that order.

2. Start a tab. If I swipe your card five times this evening, that’s five times as much paperwork I have to do at 4 a.m. 

For me, I do not care.  If you want to start a tab, go ahead.  If you want to pay by the drink, go ahead. Whatever is going to be best for the guest is best for me.  It is all about customer service and taking the needs/wants of the guest in mind.

3. You want a drink made "strong?" Then order a double—for double the price. 

I might hook-up a regular guest with a little extra booze now and then, but if it is the first time I have ever seen you, I am pouring to recipe.  If you like more booze, then you need to pay for it.

4. Liquor sales in bars and restaurants were down 2.2 percent last year. Even beer sales are slow. But people scrimp on food first, drinks second. 

People do scrimp on booze too.  Instead of a Tanqueray and Tonic they will order a well gin and tonic.  Instead of a pricey microbrew, they will order a macrobrew.  They will still drink, just not drink the same thing. 

5. A lot of bars have comp tabs, which allows me to give away drinks. It's smart business and helps build a base of regulars.

Come in regularly, order a lot of food and drink, tip well and you will get a couple of comp drinks.  If this is the first time you have ordered from me, I am not going to give you a free one.  You need to earn free drinks. 

6. Bars that don't have regulars (in hotels, airports) have started using wireless gadgets that measure how much is poured and automatically ring up each shot. They're meant to prevent overpouring and to cut losses, but I don't like them—neither do customers. 

Not just bars that don't have regulars but many establishments have started to closely monitor the pouring of drinks.  Times are tough and businesses need to watch costs closely.  Overpouring a drink is throwing money into a glass.  Smart businesses will watch what bartenders pour.

7. If your tipping guideline is still "a buck a drink," listen closely: That doesn't fly if you order a $12 cocktail. Tip at least 15 percent. 

Better yet, tip 20%.  $12 drink?  Tip $2.

8. At some bars, the sliced fruit garnishes sit out until they’re gone, sometimes for days. Munch accordingly.

Oh yeah, never eat the fruit.  It has been handled by god-knows how many hands and has been sitting out all day.  Bar fruit is gross.  Plus, who knows when it was cut.  It might have been cut three days ago and has been sitting out during the day and then put back into the cooler at night.  Gross.

9. The smoothest guys compliment a woman, then walk away—it's very nonthreatening.

Agreed.  Compliment and move on.  If she is interested, she will come see you. 

10. I have the police on speed dial, and I never hesitate to call.

It is better to be safe than sorry.  When the police show up, everything gets taken care of.  People suddenly settle down and there are no more problems.  I let them do their jobs and diffuse the situation. 

11. Don't order a round of drinks after last call. Last call applies to everyone—even you. 

If you order a round of drinks after last call, I will simply tell you, "I called 'Last Call' fifteen minutes ago and that was your chance to order.  We have stopped alcohol service."  What I want to tell you is "You are not so special that you get another round when no one else does.  Pay your tab, go home so I can too."

12. Some of us get a cut from the cab company when we call a taxi for a tipsy patron. Not that I've ever done that, of course.

Never gotten a cut from the cab company.  I call the cabs that will get there the soonest.  I want your drunk-ass out of my restaurant.

13. Last week, a couple had a little too much and got into a dumb argument, then asked me to choose the "winner" of the fight. There isn't a tip big enough to get me involved in that situation! 

Just walk away from any and all arguments.  There is no way to help the situation and your tip will most likely suffer.

Server/Waiter/Order Taker/Grunt

I have worked in the hospitality industry for over 20 years.  I have done most every job in hospitality- everything from washing dishes to being the GM of a restaurant.  My job titles have been varied.  Most recently, I have been working as a server and bartender while I continue to get full-time work.

Today, while at work, I was about to greet a table where the lady was talking on the phone.  Usually, greeting a table when someone on the phone can be dicey because a) you don't want to interrupt what might be an important call (if it was so important why did you take it in a restaurant when you knew you would be interrupted?) and b) you don't necessarily want to wait to greet them because they might be in a hurry (if you are in such a hurry, get off the phone already).  As I approached the table, she took her mouth away from the speaker and said in the most rude voice possible "Tell my 'Order Taker' I'll have a Diet Coke and the Kids Grilled Cheese.  And make it fast I am in a hurry."  Well, alrighty then...

I have been in this industry for a long time to know that there will be, on occasion, times where I am treated with little to no respect.  That I will be looked at as a simpleton just taking orders, communicating the order to the kitchen and bringing out the food and the check.  However, her attitude today was shocking to me for some reason.  No one has ever called me an "Order Taker" to my face before.  Made me feel pretty worthless as an employee just trying to make a few bucks.

I guess I see myself as more than just an "Order Taker."  I see myself as a "Provider of Guest Services," a "Gonna Make It Right For You," a "Make This Experience One We Will Remember."  I try to engage my guests when I serve them- find out about them, make the experience a good one, and try to make a few bucks at it.  The experience today set me into a poor mood and, obviously, is still bothering me.  My hope is that there are very few people out there who treat servers just as "Order Takers."  We may take your order, but that is not the extent of our job description.

129 Cardinal Sins of Service- Part Two

More thoughts on the Cardinal Sins of Service.  This next batch has to deal with the table and how it is set for the guest.

5 and 6. "Silverware set askew on the tables" and "Tabletop that isn't picture perfect."
Admittedly, I have not worked in many fine dining establishments so these two, as an employee, did not bother me very much.  When working, I tried to bus the table as quickly as possible and get it rest as quickly as possible so I could get another table.  I never pulled out a T-Square to ensure the napkin and flatware had been properly aligned to the bottom edge of the table.  Simply, I put the napkin down and put flatware on top and straightened it as best and quickly as I could.  During busy times, I would be lucky to get the flatware near the table before the next guest sat down.


One thing that does drive me nuts is when a restaurant seats my party at a table that has not been wiped clean yet.  This is usually done due to lack of communication.  One host says to the other "52 is gone."  The other host takes the next waiting party to the table.  A table being "gone" and being "cleaned" are two different things.  If the silverware is not on the table and some of the condiments are askew, that's fine.  Just make sure the table is clean before you seat me and my friends.


7.  Forks with bent tines.
Just throw bad forks away- don't try to fix them because they never get fixed correctly.  There is nothing worse (okay, maybe there is) than opening a silverware roll-up to see a fork all bent out of shape.  It looks like a medieval torture device.   Most restaurants are buying a ton of flatware every month anyway, just throw the bent one away and replace it.


8.  Unevenly folded napkins.
 This does not bother me much.  Napkins are never perfect squares or rectangles so there is bound to be some overlap and unevenness.  When folding the napkin, do your best to make it look straight.  Don't make it look like my three year old tried to do it.

How Does the Class of '14 View Food?

Yesterday, Beloit (WI) College came out with their "Mindset List."  It provides a look at the cultural touchstones that shape the lives of students entering college this fall.  The list, found here, got me to thinking about how college freshman might view the food they eat and where they get that food.  A few things came to mind-

- The class of '14 will always order their late night pizzas online.
- Pizza coupons will come directly from a text message, a facebook ad or a tweet.
- Many colleges will have to deal with the class of '14s increased amount of allergies.  More kids have peanut, gluten and/or egg allergies than ever before.
- Also, colleges will need to offer more vegetarian and/or vegan choices because students who are have increased.
- “Caramel macchiato” and “venti half-caf vanilla latte” have always been street corner lingo. 

As we look forward, more and more changes to the food industry will happen.  Food sellers (including cafeterias) will need to keep up.

129 Cardinal Sins of Service- Part One

Admittedly, I am borrowing these ideas from Eric Ripert of New York's Le Bernadin Restaurant.  But, the discussion and further thought on each one is purely mine.  Rupert wrote these 'sins' because he thinks that many restaurants should look at their own service and see where it can be improved.

Here are some thoughts about the Cardinal Sins of Service-

1. Not acknowledging guests with eye contact and a smile within 30 seconds. First impressions count!
I wrote about 1st impressions here, but more from a server point of view.  This Cardinal Sin deals with any employee greeting any guest that comes into a restaurant.  It doesn't matter if it is the host, a cook, a dishwasher or a busboy, all employees who see a guest enter needs to make eye contact and say hello.

2. Not thanking the guests as they leave. Last impression!
Again, I wrote about how the guest only remembers you how you leave here.  However, this, again, is for all employees.  Make sure that whatever employee is at the front doors when a guest leaves says "Goodbye" and "Thanks for coming in."  Throw in a "See you again soon," open the door(s) for the guest and he/she will leave with a great final impression.

3. Not remembering the guests' likes and dislikes!
If you have "regulars" that come to see you, you better know what they like to eat and drink.  If the "regular" hates avocados, make sure that no dish for that guest ever comes out of the kitchen with avocados.  Know what the guest likes and dislikes will ensure they come back to see you often.  Often returning guests means more money in everyone's pocket (except the guest, of course).

4. Not opening the front door for guests. 
You open the front door for people who come to your house, don't you?  Of course you do.  Open the front door for guests that come into your restaurant, too.  It is good hospitality and good business practice.

More discussion on the other 125 Cardinal Sins forthcoming. 

4 Laws of Server Customer Service

While reading How to Become a Rainmaker, the excellent book by Jeffrey J. Fox, I tried to relate what he was writing about to the job of a server.  What I came up with was the "4 Laws of Server Customer Service."  If followed, these laws will guarantee excellent customer service for each and every guest a server comes into contact with.

Law #1- You Never Get a Second Chance to Make a First Impression
I know, very cliché, but also very true.  Imagine getting sat at a table and the host says "Your server will be right with you."  Three, four, five minutes go by and no server.  What is your mood now?  Probably pretty upset and annoyed.  Are you going to have a good experience through the rest of the meal?  Probably not.

As a server, you need to greet that right away.  You need to greet them with a smile.  You need to greet them with enthusiasm.  You need to get the guest experience off on the right foot otherwise the rest of the meal will go down the drain.

Law #2- Never Let the Guest Go Thirsty
One thing I have heard over and over and over from guests is that they hate it when their cup goes empty.  It shows that the server is not paying attention to their needs or is just plain lazy.  Even if that Diet Coke needs to be refilled 14 times, make it happen.

Law #3-Communicate Honestly
Did you forget to put the food in?  Is the kitchen going down in flames?  Is the Soup of the Day pretty terrible and you wouldn't let your dog eat it?  Tell the guest honestly.  They will appreciate what you are saying, appreciate that you are looking out for them and be more apt to visit you again in the future.  Imagine being very busy and you, absentmindedly, forgot to put a table's order in.  It has been 10 minutes, they look hungry and you know it is going to be another 10 before the food comes out.  Just go up to the guest and tell them about your mistake and rectify it- quickly.  Bring them salad or chips or another round.  The guest may be upset, and rightfully so, but a lot can be smoothed over with honesty (and another round).

Law #4- People Only Remember You How You Leave
The easiest way to muck up a great dining experience is to take forever to present the check and collect payment.  The guest may have had a wonderful experience with the food, the drink the atmosphere and the service.  The guest may have had a wonderful time chatting with you and/or being served by you.  Then, everything falls apart because you were too busy chatting with co-workers, doing side work, rolling silverware, smoking or farting around in the back.  When the guest wants to leave, make it happen.  Get them the check in a very timely manner and, when they are ready to pay, take their money and send them on their way and send them on their way happy thinking about the great experience not the length of time it took to get the check.