Was He A Little TOO Enthusiastic?
A few days ago, I was involved in a conversation about financially curious employees. After a busy shift, a restaurant owner/manager was asked by a young employee, “How much money did we make today?” The owner said, “It was a great day; we’re up 20% from last year.” The kid wasn’t satisfied: “But how MUCH MONEY did we make?” Owner: “Why do you want to know?” Kid: “Because!”
The discussion ensued about what the appropriate response should be. Initial opinions were “None of his business!” and “Fire that kid for being so nosy.” Suspicion, wariness, distrust.
As managers of a business, yeah we’ve got our guard up! Right? And this question came out of left field, leaving the owner wondering what end game this kid had in mind. The discussion continued. Some suggested dazzling the kid with confusing numbers or just responding “Not enough” to shut him up.
What would you do? Squash the kid’s nosy inquiry? Or would you share more about how your business operates?
Some others took an educational approach. “Use it as a teaching opportunity!” they suggested. Total transparency. Sit down with the kid after the shift and show him rent, labor, food costs, all the expenses. Show him how the money comes in and how it’s used to fuel the business. Explain revenue versus profit.
The potential downside, it was pointed out, is that the kid will not understand the big picture. He’ll just see the revenue and get ticked off that he’s only getting paid $10/hour or whatever it is. But if you take a chance and create a culture of learning, you have an awesome opportunity to get your staff involved and interested in your business. A better understanding of the state of your store gives context to your staff’s work. It gives meaning beyond just showing up and slinging drinks/dropping plates/wiping and resetting tables. They’ll take what you’ve taught them and reflect it in their conduct. You have a chance here to look to the long term, to get the staff to share in the store’s accomplishments, to keep an eye toward developing that curious young employee into your next manager or head chef.
The kid’s question is either a snarky, provoking annoyance or a gift to your store if you handle it right!
Cheers, Leslie
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Hi! I’m Leslie Kalk, Training Developer for Six Figure Waiter: Fresh, no-BS restaurant training with ONE MISSION – to improve the lives of bleary-eyed restaurant managers by motivating wait staff to provide the best guest service on planet Earth. My objective is world domination through service to others. I’m also a rabid football fan, a karaoke diva and a fiend for an exquisite cup of coffee. Find me on LinkedIn, Facebook or email me at [email protected]