And Then This Happened
Posted by estiator at 10 July, at 03 : 31 AM Print
MANAGING FOR SUCCESS By CONSTANTINE N. KOLITSAS Business Coach
It’s a tough labor market out there, and everyone knows it, or, at least everyone should know it. It’s all over the news. Reports indicate three open positions for every person on unemployment available to work. And the restaurant industry is among the hardest hit. This, of course, manifests itself in compromised performance metrics. Food takes a little longer to get out of the kitchen with fewer and less-qualified cooks on the line; servers can’t provide the level of service to which guests are accustomed when they are handling two or three extra tables. And the lack of server support (bussers, bartenders, etc.) makes it worse.
For the most part, guests are understanding. But there are those who are unsympathetic and, to make matters worse, find it their sacred duty to publicly voice their displeasure. I was victim to one of those keyboard warriors. We were short in the kitchen and had a new hire we were training; he just got in the way. What should have been a four-man line was, in essence, a two-and-a-halfman line. On the floor, we had a call-out and, without a reserve of servers, were running mandown there as well.
Despite these less-than optimal conditions, the line did a great job, as did the floor. Of the 150 people we served, there were only three or four minor issues. The manager on duty (I was glued to expo to make sure that the line didn’t go down) did a great job of making sure every guest left happy. He sent dessert to a couple of tables, bought a few drinks, and communicated with guests.
Explain to your guests that our industry is recovering from the pandemic but is also suffering because of the lack of qualified people who are ready and willing to return to work.
And although almost every guest left happy, there was that one that got away. Stavros Z. (of course it would have to be a Greek), left this review on Yelp: “The service was lacking and terrible. One waitress was handling 7-8 tables—ordered two appetizers—they come out 15-18 minutes apart—when inquired when the second appetizer was coming—we were told it takes longer to prepare, then why not wait to bring them both out together. Then came to the main entrees—they bring out 3 out of 4 to the table—after 10 minutes the waitress came to us to explain that the entree went to the wrong table—and that a new order was submitted. The manager came over to see how things were going—once we told him the issue—he went to the kitchen and came right back with the entree—who knows when the entree would have come out if the manager didn’t come over. The manager did apologize and offered a dessert/ plus a specialty drink for the table before we left. Not certain when we will be returning.”
I decided not to reply to the review but will break it down here for you, dear reader. The restaurant is an upscale Greek concept and we serve appetizers as they come up, “meze” style. So, yes, the shrimp saganaki took longer to make than the pikilia of dips, which, except for the pita bread, are served cold. Guests to the restaurant understand this. (I’m not sure why a Greek wouldn’t.) It is true that the runner brought the third plate to a different table by accident, so we had to remake the plate. The manager didn’t magically create the dish by virtue of walking into the kitchen. We knew of the mistake and were fixing it, and he happened to walk in as the cooks were plating it. The manager did a great job in making it right. Oh, and by the way, notice that there is no complaint about the food. So, let’s put this in perspective… The guest doesn’t understand the concept of how shared appetizers are served, and he thought a simple mistake that was rectified (by the way, the manager also took the meal off the check) warranted a two-star review. My comfort here is that any rational person reading the review will dismiss it, particularly when they take into account the fact that restaurants everywhere are understaffed.
I’m relaying this experience here not because I need to get it off my chest, but because there is a teachable moment in there. Again, I did not explain anything publicly. To engage with an irrational customer online only invites ire from other irrational people. Our 4.6 rating on Yelp tells our story. But there is one thing the manager could have done, and something I implore you all to do when things are not going well because of the lack of help: Explain specifically to your guests that our industry is recovering from the pandemic but is also suffering because of the lack of qualified people who are ready and willing to return to work. It’s the truth, and, as the Bible tells us, “the truth will set you free.”
Constantine Kolitsas is the president of CNK Consulting, a restaurant consultant and coaching business. He can be reached at 203-947-6234 or at ckolitsas@gmail.com.
