An Example of Bullying Instead of Managing

We all know that the catering and restaurant business took a beating during Covid and for many recovery has been slow, if any recovery at all.

This sector has probably been the hardest hit of all with the problems of finding and retaining staff.

So, I was appalled this morning to witness the behaviour of a so-called manager at a fast food restaurant. The last time I visited one of their restaurants was over 50 years ago and I now know why I have not repeated that visit. But that’s a different subject.

I had dropped my son at school and had been thinking about trying this particular place I passed most mornings. It was just after 8 am and thought I’d treat myself to breakfast.

The place was virtually empty, not a great sign and had messages on the windows advertising various things such as kids' menus. Again, not a good sign (excuse the pun).

I was told I could sit anywhere and then an older server came and very pleasantly took my order. I was working and reading during what was a breakfast so large I could have fed a small village.

As I was finishing I watched a large family (number, not size) extricate themselves (slowly) from a large van and enter the restaurant and sit down.

By now there were probably 5 or 6 tables occupied and only one person serving all of them.

I finished my meal and asked for containers to take what I hadn’t eaten and produced my credit card. My server was great and produced the containers and a receipt for me. By the way, I drink tea and without asking he had produced a small pot of hot water so I could top up my tea.?

Whilst I was getting ready to leave, two things happened. The first was that the family got up and left. They had only been sitting for less than 5 mins and as I saw them getting into their van, I heard the Manager (I presume) tearing into the server about not serving them quick enough.?

I couldn’t hear everything as the manager berated?him, but just that he (the so-called manager) thought the server could be quicker and he wasn’t doing his job and they had lost some business. The server was trying to explain that he was the only one?serving and they were understaffed.

As I left, I told the manager “Just out of interest, the server is really good”, to which the manager said. “Thank you” and I then added, “So stop giving him a hard time” and left.

My blood was boiling and I contained myself to not carry on with what I wish I’d said after I thought about it. We are all aware that the catering and restaurant business is poorly paid and so this kind of behaviour exasperates the issue of getting and keeping staff. To mistreat employees just makes everything worse. I will not go back to one of these restaurants EVER again, because if they allow their people to treat someone like that in front of everyone, it is demeaning to the person, and for me, is a reflection of the company's values.

A good manager would not have berated the employee without first asking a few questions and getting their view on the situation. How does he know the people that left had not changed their minds? A good manager would have seen the serving issue and helped by going to the table and talking to the waiting customers and if need be, taking their order to relieve the other member of staff. A good manager would, if they felt a hard discussion was needed, have had that discussion away from customers. But no, this manager wanted to clearly prove who was the boss and bullied him instead of managing him. It was disgusting to witness and I felt very sad on leaving to have witnessed this incident.

Little wonder we can’t attract and/or retain people!

Peter M. Beaumont?is the Founder and Principal of ConnXN Consulting and is a Leadership & Organisation Accelerator for his business as well as with Success Authorities. He is also the author of?The Relationship Roadmap, a comprehensive guide to building relationships with strategic clients.