Page 155 - Everything I Know About Business I Learned

Courage

rivaling motorcycle gangs displaying their colors at a Long
Island McDonald’s parking lot one summer night. At least, that’s
the best motive to which I now relate my actions.
Upon hearing the ruckus, I looked out the window and started
getting the sinking feeling that I, the manager on duty, would have
to confront these guys sooner rather than later. Out of the corner
of my eye, I saw food being thrown around and one guy pushing
and punching in half jest, but clearly it was getting out of hand.
This was bad for our customers, and I knew it was my
responsibility to take control. But how? It wasn’t like I could
look up the solution in the manual. If I called the cops, would
they say that the gangs really weren’t doing anything warrant-
ing police action? That would just tick off the gangs. And, at
the time, managers on the floor wore a distinctive red hat sig-
nifying “manager,” so the two gangs would clearly know who
called. More to the point, there were 12 to 15 of them and only
125
one of me . . . and I was all of 5 feet, 8 inches and probably 150
pounds at the time. What match is that?
Food began to fly, hitting the windows and making a general
mess of the lot and seating area outside, and I knew my time
had come. I had to go out there and face the consequences. I let
my crew—who by this time was a bit nervous about what might
happen to them and our store, let alone me—know that if things
got bad out there, call the cops. Right away. Out I went, in my
best “High Noon walk,” to face my adversaries.
Despite their jeers, I approached the burliest one in the bunch.
“Listen,” I said, somehow not stammering. “I am the one
responsible for this restaurant, and I can’t let you guys make a
mess here and fight. It’s a family atmosphere here, and I’ll have
to call the cops if you continue. Why don’t you guys go across
the street, and you can do all you want [it was an empty shop-
ping center lot]. I get to keep my job, and you guys get to hang
out without anyone bothering you.”