Empathy and the Return to Work

As more restaurants have started to receive their PPP Loans and others simply can’t take another week of zero revenue, restaurants are beginning to “recall” their laid off employees. Many restaurant owners are finding themselves in the role of villain for calling back a work force in fear for their personal safety and the loss of unemployment benefits that going back to work will trigger.

To transition successfully, restaurant owner/operators and employees must understand the stress that each is experiencing during these uncertain (and dangerous times). Restaurant owners fear losing everything they own, including heavily mortgaged homes, personal savings and other encumbered assets if their restaurant is forced to close. Restaurant employees fear that their work place may not be safe, especially as more and more employees return to work (with some perhaps not following social distancing guidelines at all), as well as the very real fear of losing unemployment benefits that may be offering a moment of financial relief that many in the service industry have never experienced, as servers, bartenders, and kitchen staff often live hand to mouth.

To create a safe and productive revival, restaurant owners and employees must be able put themselves in each other’s shoes to better understand one another’s concerns. Without empathy for one another, restaurants will fail to survive and thrive during this transition period.

This article will focus on employees and their top concerns as they are recalled into the workplace. My follow up article will address the same from the restaurant owners’ perspective.

So, let’s explore the top concerns restaurant employees have about returning to work amidst Covid-19…

1.      How safe will I be at work?

Employees under “Safer at Home” orders have been quarantined at home for weeks. Assuming that they and their family members and/or roommates have also been following safety guidelines, they feel pretty confident that they face zero to no risk of catching the Corona Virus. However, once they return to work they lose control of their own safety and place it in the hands of their employer, fellow co-workers and the guests they will be servicing.

So what are some things you can do to help set your employees minds at ease?

Returning employees may have no idea what safety and sanitation measures will be in place when they return (especially those restaurants that have continued to operate prior to their return). Provide a summary of your restaurant’s current health safety model, what successes you’ve had, and what improvements you’ll be able to make once they return to work.

·        Let employees know who has been working the last several weeks (FOH & BOH) and what they have done to stay safe.

·        Share with them what safety equipment or supplies they will be working with in addition to how the restaurant has maintained and even elevated cleaning and sanitation standards during this time.

Employees will also want to know what safety precautions will be taken to assure possibly infected staff are not coming to work.

·        If you don’t already, make sure you create a Health Contract that states that employees who are experiencing signs of illness cannot come to work. Many restaurants already have health contracts in place. These existing contracts can be edited to include specific symptoms of Coronavirus (as published by the CDC) including fever, shortness of breath, cough, and persistent pain or pressure in the chest. (Updated symptoms can be found at CDC.gov.) Upon feeling better, employees able to return to work will need a Medical Evaluation and Release.

·        Take temperatures of your employees (with a Distance Thermometer) prior to entering the building. This will help prevent any carriers from entering the building and contaminating surfaces and equipment. You may also ask that employees voluntarily share if they have traveled outside of their homes and potentially exposed themselves to the virus prior to starting their shift or if they have someone in their home who is currently ill.

·        Ask employees if they would honor a contract between themselves committing to not only practicing safety measures at work but continuing them once they return home.

·        Share the New Service & Safety Operations Handbook with employees several days prior to their return and have them acknowledge that they have read it and will adhere to the new expectations. Make it clear that anyone not following these guidelines may be fired for putting their coworkers at risk.

·        Most importantly, call each employee and take the time to personally engage with them. Ask them what it is that concerns them the most about returning to work. Although there may ultimately be nothing you can do to give them peace of mind, at least you’ll know you did everything within your power to retain your employees, and they will feel included in the process.

2.      How much will I earn?

Unemployment earnings are more generous than ever and also provide the rest and peace of mind that most hospitality workers have never had. Many restaurant workers are getting a much-needed break after many years of living the restaurant “grind”, perhaps even getting financially ahead versus living paycheck to paycheck. Whether you like it or not, you’re now asking them to give this up and return to a potentially hazardous job for less money than before the “Stay at Home Order” (and less than Unemployment is paying them now). So, it’s no wonder that they’d like to assess their risk of exposure, and their financial reward. Some may choose to work for a new employer that is offering more money or simply continue to avoid work altogether if they know they will be safer in the long run. How can you put a price on peace of mind when (according to a Colonial Life Study) over 50% of employees spend 1-5 hours per week worrying about work stress (prior to Covid-19).

It’s safe to assume that with limited resources available there is only so much you can offer your employees regarding pay rates. Nevertheless, without employees you will not be able to survive, thrive and subsequently grow. So you must get creative on how you can maximize pay, create incentives for your team and offset income with a sense of accomplishment. Keeping your team engaged and motivated will ultimately make for a much more productive (and safer) environment.

·        Find out what other restaurants are paying and start with a competitive base rate.

·        Consider a shared tip pool, based on hours, pay rate, and any other equitable considerations.

·        Offer a free daily meal to all employees.

·        Although this is a perfect time to catch up on deep cleaning projects and organizing paperwork, keep employees engaged with long term projects that they can be proud of too. Have your top employees update or even create new training materials. Allow cooks to submit recipe ideas or even learn some admin responsibilities. The slower pace of the industry in this moment allows for training and leadership development opportunities that otherwise rarely exist.

·        Find out what other skill sets your employees possess… Does someone sew? Would they be willing to make masks for everyone (or even to sell to customers)? Does anyone have graphic art skills? Are there any marketing or design needs they can focus on? Is there a social media guru in your midst? Find out, because staying relevant on social media is a must! Many of these jobs may be done remotely, which is especially important to those with existing health concerns or higher levels of anxiety about returning to the restaurant where they have less control.

Please remember, these are stressful times for everyone. Make sure you’re always keeping the lines of communication open with your employees. This is more important than ever before. Don’t wait until you have this all figured out before communicating with your teams. It’s okay and even helpful to let them know that you are learning as they are, aren’t perfect, and will be looking to them for feedback and ideas as you move forward together. As you reopen keep in mind that some days will be better than others, but ultimately, “We’re all in this together”. Restaurant teams have an unprecedented opportunity to grow stronger and closer as we move forward.

Best of luck to you and your respective restaurants, and most importantly our beloved Restaurant Industry! Please don’t hesitate to reach out if you’d like to explore this topic or address any other concerns. Email me at: [email protected] to set up a time to catch up… Stay Safe, Passionate & Empathetic!

Eli