Culture – Confrontation cannot become our new customer service. We’ve been talking about this topic a lot in this last week. Periods of adjustment are hard and it takes people a long time to form new habits. Most people who enter our shops are in total compliance and are proud to do so. They get that wearing a mask is a simple, selfless act that demonstrates a willingness and an understanding to participate in the solution. Plain and simple, it’s reasonable. But not everyone thinks that way. Some catch on slow, some are forgetful, some are just indignant. Luckily for us, the folks in the latter group are getting fewer and fewer as people are acclimating to the new normal. Especially as private businesses are requiring masks for entry, like us. When we have to correct someone who walks in without a mask, we have an option to make the exchange as pleasant as possible or curt, demanding and rude. Confronting and engaging those who enter without a mask creates a negative experience, not only for those whom the request directed at, but also everyone who happens to be within ear shot. Most of the time, it’s not the act of wearing the mask or social distancing that causes the negative experience, it’s how the team member addresses and corrects the person. Simply put, it’s our approach and it must be one of kindness, appreciation and finesse. It can’t be a demand, it has to be a request. People respond much better when they are asked to do something as opposed to being told they have to do something. As the days and weeks go on, we will develop the skills to better deal with the hard-to-deal-with crowd. Just like we developed skills needed to deal with the drunks. The more we do it, the better we get at it. Don’t yell at someone for not wearing a mask, thank someone who is. Making people not want to come back isn’t an option and it can’t be way we treat people. Confrontation and negativity can’t be our new customer service.
Leadership – It’s our job to coach people. Most everyone wants to do the right thing. They want to be helpful, follow the rules and be polite. When they enter out shops, they’re looking for one of two things, food or a break from reality…and sometimes both. While we’re all adjusting to this new normal, we have to assume the new role of “coach.” A good coach wouldn’t brashly tell his players to just “go score points, you fucking idiots,” and we can’t treat our customers like that either. Good coaches know that players need a plan, details, motivation and encouragement to win the game and our customers need that same thing. They need to know what winning looks like and it’s our job to coach them to a win. Not just for us in our restaurants, but when they are taught how to win with us, they take that experience and repeat it where ever they visit next. Our coaching is helping them be better customers everywhere. When a person, a couple or a group enters our doors, they should be met with a genuine greeting, then a simple and welcoming rundown on what a successful visit to our shops looks like. Explain the rules and let them know you’re here to help. Give them your name and let them know you appreciate them coming in, “even if it is a little weird.” And don’t berate them if they make a mistake. Most of the time it’s just a simple accident and they’re happy to correct themselves. A good coach doesn’t make her players feel like screw-ups, she makes them feel like winners. Even if it is something as simple as getting a slice of pizza or a lushie, everybody wants to feel like they’ve won. We do too.
History – Every year we have our “Hell Month.” It’s marked by the start and end of festival season. It starts in mid-May with Rock on the Range and usually ends about this time with the Rib Fest. Right about this week we all take a collective sigh, lick our wounds and count our earnings. Of course this year is different and I find myself missing it a lot. The busyness, the teamwork, the cash. It allowed us to do a lot of things that we won’t be able to do this year. But, like almost everything and everyone, we resigned ourselves to this year being skipped. Luckily though we’re on the other side of 2020 and over half the year is gone. Thank god.
Motivation – “It costs you nothing to be kind. I’m not impressed by money, social status or job title. I’m impressed by the way someone treats other human beings.” – Anonymous
The 5th Thing (something I’m reading, watching or inspired by) – I just two new books in yesterday; Kitchen Confidential by Anthony Bourdain and Run, Rabbit by John Updike. I’ve been looking forward to digging into these two authors for a while now. Kitchen Confidential is like THEE book about working in restaurants, so I’m a little behind on this one. John Updike secured his spot as one of Americas best novelists with Run, Rabbit and is a master of writing completing novels, plays, sports commentary and everything in between. If most writers aim to get their words to simply line up on the page, John Updike get them to dance.
Baby Update – William is officially 10 months old. I can’t believe we almost have a 1 year old. Having a kid these days is sort of scary. I’m happy this whole Covid thing came after he was almost 6 months old, but before he was old enough to know what was going on. He was past the age of fragility, but before the time where we had to explain anything to him. He just thinks people wearing masks are funny. I kinda do too.
Thanks for reading! Like or hate any part of this? Let me know! I really value your feedback.
Have a great week!
5 Things to Consider Archive 