Page 109 - Everything I Know About Business I Learned

Standards

Lesson Learned

Take a tour. As much as we preached to be “visible and on the
floor” in the thick of the activities occurring in the store, we also
stressed the importance of both walking around the perimeter
of the restaurant and spending time in the dining room. Early
on, Ray implored managers to be outside of the kitchens. Many
of our managers resisted this role as they felt more comfortable
“behind” the counter, not in front of it. It was a constant battle
to teach them the importance of getting out and around, a
strategy described by In Search of Excellence author Tom Peters
as “management by walking around.” Our version of this
activity, while seemingly innocent enough, actually allowed
great opportunity to observe how the restaurant was operated
from both a customer’s and a critical point of view.
We focused on a number of areas in our tours: staff and
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crew, the physical plant, customers, the movement of cars in
the drive-thru and the customers at the counter, the detail
cleanliness, the dining room temperature and lighting, the lot
lights and signage, the restroom condition, the condition of
the parking lot, and more. We constantly collected
information, some to be used immediately, some for later that
shift, and some for consideration at another time. It allowed
for an opportunity to recognize both individual and team
effort, always with an eye on the activities of the staff. And our
goal was to do this every 30 minutes! Vigilance was constant.
No matter whether you are responsible for one location or
hundreds of them, a skilled assembly line or an office full of
employees, or a crew on a construction site, getting out and
around and being visible is an important part of leadership. It
shows that you genuinely care.