GRAB A BEER WITH STAFF-IT PAYS TO LISTEN
HAVING worked at so many venues on the Sunshine Coast and many other places before I started SSC Hospitality, I often hear other staff members saying “what is the management thinking? Why do they keep doing this or that?”. Like most things in life, everyone in the Hospitality Industry has an opinion.
My current role often involves being in two or three places each week. Every now and again I, too, see things that “baffle” me, to put it mildly! So the question that came to me was, why don’t employers or business owners sit down with their staff over a coffee or a beer and talk?
A 30-minute frank and honest discussion between staff and managers or owners, say twice a year, would help every single business out there. Yes, it may cause tension at the meeting and for a little while after, but it’d be short-term pain for long-term gain. Lets face it-the Hospitality Industry-is an industry that requires team work as much as any industry. For example- a real estate office will survive if 2 of the salesman are stars and 6 are hopeless. Try running a cafe with those numbers. And communication is the cornerstone of teamwork.
I know AFL isn’t the sport of choice up here, I’ve been a Geelong Cats fan since the days of Gary Ablett senior (80s-90s). Back in 2006 after several years of bad performance, players took their turn to sit in front of the rest of the team and get told their pros and cons.
The main things that came up were work ethic and effort, and taking you seriously. What was the result of this little chat? A Premiership the next year in 2007, then in 2009 and 2011. The playing group were convinced that meeting back in 2006 was the catalyst for the amazing period of success.
The Hospitality Industry Is No Different To Sport
Not only have I surveyed my customers to see how I can improve service, but I’ve asked my staff that question and how can I make their work life easier.
I strongly believe the benefits of doing this far outweigh the negatives. Some managers think they know best, and “advice” is not needed. But I dare say that these people are running businesses which are in fact in the most danger of failing, or at best just surviving. You need to not only listen but hear them and show that you value their opinions.
OVERCOOKED: The long, challenging journey of a business owner
It was my first holiday in two and a half years! Like any semi-successful small business owner, I had to factor in a work component to the trip because my mind is always “racing”.
I met with several business owners – basically to interview them about what was working and what wasn’t. They were really open and helpful (well, LA more so than NY).
These people ran businesses that I am looking into starting myself – within the Hospitality Industry-and I wanted to learn as much as I could.
Research,Preparation & Analysis Is Compulsory
As someone who has worked as a real estate agent (don’t hold that against me) – it amazes me how little research some business owners do before starting their own.
When I was selling homes, some people would look at 10 houses before they bought one, and some would look inside of 50 (not just at photos). Who do you think ends up happier most of the time? The same is true in business.
The Art Of War by Sun Tzu is an amazing book. It states: “Every battle is won or lost before it is ever fought”.
So new and future business owners, have you considered these things: how much money will you need and what happens if you lose it all? What is clearly unique or special about your business?
Have you thoroughly done the sums – or is it a great business idea that doesn’t make any money? eg. the first soup kitchen in outback Australia where it’s oh, 30 degrees on a cold day! And just as important – what is your goal?
Being in business is definitely one of the most satisfying things I’ve ever done. Probably because it’s the hardest thing I’ve ever done. It never gets any easier. I’m never going to master it and every day is a battle. But a little bit like my golf game-one good shot a day keeps me coming back!
Jim Rice is a chef and owner of hospitality staffing company SSC Hospitality. Contact info@sschospitality.com.au