Problems, issues, and situations are all words most people think are stressful and filled with drama, and they tend to create a subliminal defensive posture and mentality. As an owner, remember that your team keys off your actions, emotions, expressions, and reactions. Keeping this in mind, let’s replace all those terms with one: Opportunities.
Let’s talk about my six rules for problem solving and handling opportunities.
1: Remember to remain composed and level-headed.
Picture this: You’re in a shop looking at some fine China and crystal glassware when “somebody” knocks a piece on the floor, and it shatters. The last thing anybody wants is a raging bull running in the room to handle that opportunity.
It would be best if you walked into the environment with the understanding that your only task is to ensure safety, guest satisfaction, and team member support.
Remember this: If the opportunity is guest-centric, not only is your involvement being evaluated by that guest, but it is being watched by every guest nearby and your team members. So don’t be that raging bull.
2: Involve your team and get the facts.
First, ensure your team understands through training that fact-finding is not fault-finding. Your team must tell you exactly what the opportunity is so you can quickly determine the best way to approach the opportunity. If it’s a piece of equipment that has failed, don’t ask, “Who broke it?” Try to determine what is wrong so you know the direction to take to get it fixed. If it is a guest-centric opportunity, what specifically did the guest bring to your attention?
3: Don’t avoid the issue.
The longer an issue sits unattended, the worse it becomes. If it’s a guest-centric item, the sooner you can make everybody happy, the better. Address the issue head-on to mitigate any impact on your guests, team members, and overall business.
4: Apologize sincerely and say thanks.
If the problem is guest-centric, apologize to the guest and make it specific. Your team already explained to you what happened, so address it. “I’m sorry your sides were cold. That should never happen in our restaurant, and I apologize. Thank you for letting me know.” This shows the guest you are taking full responsibility, with no excuses, for the issue.
Again, if the problem is in the kitchen or team-related, be sincere with the team and apologize for the situation (be specific). “I’m sorry the POS is having issues today,” or, “I’m sorry the sink is backed up.” “Thanks for letting me know. Let’s get it fixed.”
5: Focus and have your priorities in order.
Once you engage, focus so that everybody involved knows you are 100% engaged in solving or providing support to a satisfying fix. Look your guests in the eye when apologizing and be completely present when talking with your team. Offer a solution if one has not already been offered. Understand that the immediate fix sometimes is not the final fix.
6: Identify the root cause.
I believe in the 5 Pillars of Success for Restaurants, with people and processes being the top two. Solving problems is a primary area where these two pillars intersect and must be considered to solve problems in the long term.
What does that mean? Every issue has a process involved as well as people involved. Identifying what went wrong might be clear-cut in some cases, but finding the cause may take some thought. Was it a people mistake, or must your process be tuned up? If it was a people mistake, what caused that, a simple mistake or training on how to follow the process?
Problem-solving is a critical skill set for all restaurateurs. By following these six rules, you can confidently handle challenges and turn problems into opportunities for growth and improvement. Have a positive mindset and proactively approach these opportunities. Let the leader inside you put your restaurant in a better position to thrive in adversity.
How hard can it be?
Bryan Meredith is the Restaurateur Coach. With over 25 years of hospitality experience blended with over 15 years of technology experience, Bryan brings a wide range of knowledge to help understand how these two worlds can peacefully work together. As a former owner/operator of an independent BBQ joint in Charlotte, N.C. operating four locations plus concessions, five Professional Sports facilities, and managing over 250 team members, he gets it. Currently, he writes articles, speaks at industry events, and serves as a restaurateur coach.
Plan to Attend or Participate in the 2024 Bar & Restaurant Expo, March 18-20, 2024
To learn about the latest trends, issues and hot topics, and to experience and taste the best products within the bar, restaurant and hospitality industry, plan to attend Bar & Restaurant Expo 2024 in Las Vegas. Visit BarandRestaurantExpo.com.
To book your sponsorship or exhibit space at the 2024 Bar & Restaurant Expo, contact:
Veronica Gonnello (for companies A to G) e: [email protected] p: 212-895-8244
Tim Schultz (for companies H to Q) e: [email protected] p: 917-258-8589
Fadi Alsayegh (for companies R to Z) e: [email protected] p: 917-258-5174
Also, be sure to follow Bar & Restaurant on Facebook and Instagram for all the latest industry news and trends.