More Lessons Learned While Eating Food
By Sean Alexander

I seem to see management lessons in restaurants all the time. Of course, that may be simply because I don’t spend a lot of time in my own kitchen. Nonetheless, restaurants, by their very nature, are complex, dynamic environments that demand every management skill anyone might ever need. Non-associated restaurants, by that I mean non-franchise, non-chain restaurants, may not reach the size that requires extensive logistics and higher-level management structures, but the basic management needs of any enterprise can be seen in every restaurant.

The lessons begin with the marketing for the place. My experience is that most don’t really market at all. Or, at best, they have a descriptive name and sign over the front door. But how often do restaurants really work to get your contact information? How often do they know your birthday? Why is that important? Have you ever gone out for a birthday dinner alone? So, why not offer, just in advance of a customer’s birthday, a special enticement for wine, dessert, a second meal, something that would compel a customer (not a prospect…this person has already been to this establishment) to call up one or more friends/family/colleagues to celebrate the happy occasion. Heck, even if you’re as old as Methuselah, you can celebrate getting to another birthday, can’t you? Then there are all of the various holidays and other special days that are available to tie promotions to. Some restaurants get this, most miss it entirely.

The ability to handle mistakes is a big one I’ve discussed before in the newsletter (re: Volume I, Issue 3). Suffice it to say here, that not only restaurants but many businesses fall flat on their faces regarding this one.

Restaurants are great at displaying fantastic teamwork; an absolute requirement to delivering excellence in any business. Recently, at Il Fornaio, a favorite Italian restaurant here in Reston, VA but headquartered in Marin County, CA with locations all over the USA, I had a ring-side seat to witness great teamwork in action. The meal was just about done and I had ordered a dopio (i.e., double) espresso. I had observed that the waiter was starting to get just a tad overloaded, so I noticed immediately when the time for espresso delivery had come and gone. However, no sooner had that thought synapsed through my brain than the Manager Partner, Alessandro Negrette, magically appeared at my side…espresso in hand. As he graciously set the cup in front of me, I said, “Grazie.” His “Prego,” (meaning “Your Welcome” and so much more) was served up as a gentle whisper with a knowing nod and a pleasant smile. Perfect.

Now, the cynics among us would say that since Il Fornaio is an upscale restaurant one should expect such teamwork; and they would be right. However, such teamwork in upscale restaurants is not always evident. Sometimes it’s not evident at all. Plus, being upscale doesn’t explain the wonderful teamwork I witnessed in a Mexican restaurant just down the street and around the corner from Il Fornaio. Julio’s is your basic cement floor sort of establishment. The fact that they’re always packed isn’t only because of their cheaper menu; their teamwork is top-notch. As a friend and I were waiting—longer than expected or appreciated—for our meals, a young woman (I never did get her name) materialized out of the hustle and bustle to provide us with more chips and fresh salsa. She simply smiled set them down, picked up the used ones and was on her way. Now, I know that the new chips and salsa were designed to take our minds off the slow food delivery, but that action also made me notice the fact that they noticed us, and the team kicked into gear and provided a working solution to our minor dilemma. While the slow service does need to be addressed, the impeccable teamwork was a beauty to behold.

Teamwork is not an easily attained state. While most of us are predisposed to work reasonably well with others, to work as a team requires careful selection of team members, clear operational guidelines, initial and continuous training, and attentive and involved management. How’s the teamwork where you work? Is everyone engaged? Is everyone aware? Does the goodwill of the customer trump the desire to look inward, rather than outward? There is no room for compromise here. You either operate at the highest level of excellence—at The Vital Edge of service delivery—or you muddle along until the doors close for the last time. You choose.

To Your Vital Success,

Sean Alexander

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© 2010 Sean Alexander. All Rights Reserved.

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Sean Alexander is President of VitalThought, a boutique consulting company that focuses on Results-Based Management. His monthly ezine, The Vital Edge, helps executives, project managers and team members discover project and personal success with results-based strategies and tactics. If you're ready to energize your projects and yourself, investigate the possibilities at www.vitalthought.com.