You Gave Em The Pickle… Now what?!

What do you do when the motivational speaker packs up and goes home?

Culture The behaviors and beliefs characteristic of a particular group Remember your first day?

The behaviors and beliefs characteristic of a particular group

Remember your first day?

Culture Where values, goals, mission meet the actual behaviors…

Where values, goals, mission meet the actual behaviors…

Culture at Farrell's Give Em The Pickle Alex Getting fired for smoking pot The Domino’s Pizza Half a grapefruit Spinach tooth Parking validation Take care of the guest, don’t nickel and dime em Mistake recovery, who’s the boss, I’ll be back Non-negotiable standards Don’t let your rules interfere with customer service “ Yes” is the answer Everyone has a part in the big picture Give away the extras

Give Em The Pickle

Alex

Getting fired for smoking pot

The Domino’s Pizza

Half a grapefruit

Spinach tooth

Parking validation

Take care of the guest, don’t nickel and dime em

Mistake recovery, who’s the boss, I’ll be back

Non-negotiable standards

Don’t let your rules interfere with customer service

“ Yes” is the answer

Everyone has a part in the big picture

Give away the extras

Pacific Coast Restaurants Culture from Farrell’s to PCR But, you cant just tell the story You need a plan

Culture from Farrell’s to PCR

But, you cant just tell the story

You need a plan

Pickle Talk On Demand Regular dose of Bob

Regular dose of Bob

Values and World class General Managers

World class General Managers

Is this …your Culture?

Q,S,C,V,C Quality Service Cleanliness Value Consistency

Quality

Service

Cleanliness

Value

Consistency

Value #1 – Service, duh! Host Open the door for all guests Greet with a smile Answer phone before second ring Say hello/goodbye to each guest Use their names

Host

Open the door for all guests

Greet with a smile

Answer phone before second ring

Say hello/goodbye to each guest

Use their names

Value #1 - Service Host Open the door for all guests Greet with a smile Answer phone before second ring Say hello/goodbye to each guest Use their names Measurements Profile for the position Hiring criteria Job descriptions & performance reviews Certified trainers Training guides Secret shoppers DM visits Comment cards 100 name club

Host

Open the door for all guests

Greet with a smile

Answer phone before second ring

Say hello/goodbye to each guest

Use their names

Measurements

Profile for the position

Hiring criteria

Job descriptions & performance reviews

Certified trainers

Training guides

Secret shoppers

DM visits

Comment cards

100 name club

Value #1 - Service The Standard Introduce it, Sell it, Train it, Measure it, Supervise it

The Standard

Introduce it,

Sell it,

Train it,

Measure it,

Supervise it

Value #1 – Service Server Product knowledge Yes is the answer… Teamwork is a trademark Seamless, unobtrusive service Bartender Hand shakes with energetic greets Name use Offer 2 nd rounds before 1 st is half empty Fast ticket production Controlled ambience

Server

Product knowledge

Yes is the answer…

Teamwork is a

trademark

Seamless,

unobtrusive service

Bartender

Hand shakes with energetic greets

Name use

Offer 2 nd rounds before 1 st is half empty

Fast ticket production

Controlled ambience

Value #1 – Service The Manager Connect With The Guest Cultivate regulars Learn and use guests names Care for the employee

The Manager

Connect With The Guest

Cultivate regulars

Learn and use guests names

Care for the employee

Value #1 – Service Create incentives that help drive your Culture: Shopper Scores Turnover Top Line Sales Controllable Costs Recruiting management from within their own ranks Training those new managers

Create incentives that help drive your

Culture:

Shopper Scores

Turnover

Top Line Sales

Controllable Costs

Recruiting management from within their own ranks

Training those new managers

Value #2 – Product Quality Make It Perfect - really

Make It Perfect - really

Value #2 – Product Quality A multi-departmental corporate initiative Temp, touch, taste everything Chef/Sous signing off on all prep items 4 menu item tastings every shift – with cooks Shift meetings for development Chef recertified every kitchen ‘ee in their areas

A multi-departmental corporate initiative

Temp, touch, taste everything

Chef/Sous signing off on all prep items

4 menu item tastings every shift – with cooks

Shift meetings for development

Chef recertified every kitchen ‘ee in their areas

Value #2 – Product Quality Reinvention

Reinvention

Value #3 – Cleanliness The deepest, darkest, dirtiest parts

The deepest, darkest, dirtiest parts

Value #3 – Cleanliness Staff assigned daily cleaning duties Menu covers/pages kept continually clean Daily dusting of ledges, window sills, plants Tables de-gummed Dumpster area bleached daily All metro shelving cleaned regularly Bathroom checks, line sweeps, fingerprints Flashlight closes conducted every shift (Front and back)

Staff assigned daily cleaning duties

Menu covers/pages kept continually clean

Daily dusting of ledges, window sills, plants

Tables de-gummed

Dumpster area bleached daily

All metro shelving cleaned regularly

Bathroom checks, line sweeps, fingerprints

Flashlight closes conducted every shift (Front and back)

Value #4 – Financials Run the number Pennies, seconds, ounces If you buy it by the pound, weigh it If you buy it by the each, count it Vigorous Price Tracking Tight waste tracking; posted regularly Bartender pour tests, cook grab tests Theoretical costs in place

Run the number

Pennies, seconds, ounces

If you buy it by the pound, weigh it

If you buy it by the each, count it

Vigorous Price Tracking

Tight waste tracking; posted regularly

Bartender pour tests, cook grab tests

Theoretical costs in place

Value #5 – Training Hire Smart, Train Hard, Show Your Appreciation and Manage Easy Key ‘ees participated in interview process Unanimous mgnt approval required for all hires Thorough training Extensive role playing so we didn’t practice on the guest Trainees knew expectations from Day 1 Dept Managers were responsible for the final results MODs supervised training on a daily basis Graduation was hard Only qualified trainers were certified Very thorough outlines so details weren’t missed

Hire Smart, Train Hard, Show Your Appreciation and Manage Easy

Key ‘ees participated in interview process

Unanimous mgnt approval required for all hires

Thorough training

Extensive role playing so we didn’t practice on the guest

Trainees knew expectations from Day 1

Dept Managers were responsible for the final results

MODs supervised training on a daily basis

Graduation was hard

Only qualified trainers were certified

Very thorough outlines so details weren’t missed

Value #6 – The Employee We Care, We Listen, We Respond Target key ‘ees for Shift Leader positions Career Progression for all Shift Leaders Pickle Meetings to reinforce the standards “ Inspect what you expect” Long, thorough, welcoming Orientations 19 points of evaluation on Shopper form Soft Skill training for management Regularly scheduled performance reviews Non-negotiable standards Three levels of ‘ee surveys

We Care, We Listen, We Respond

Target key ‘ees for Shift Leader positions

Career Progression for all Shift Leaders

Pickle Meetings to reinforce the standards

“ Inspect what you expect”

Long, thorough, welcoming Orientations

19 points of evaluation on Shopper form

Soft Skill training for management

Regularly scheduled performance reviews

Non-negotiable standards

Three levels of ‘ee surveys

Value #6 – The Employee We Care, We Listen, We Respond Target key ‘ees for Shift Leader positions Career Progression for all Shift Leaders Pickle Meetings to reinforce the standards “ Inspect what you expect” Long, thorough, welcoming Orientations 19 points of evaluation on Shopper form Soft Skill training for management Regularly scheduled performance reviews Non-negotiable standards Three levels of ‘ee surveys

We Care, We Listen, We Respond

Target key ‘ees for Shift Leader positions

Career Progression for all Shift Leaders

Pickle Meetings to reinforce the standards

“ Inspect what you expect”

Long, thorough, welcoming Orientations

19 points of evaluation on Shopper form

Soft Skill training for management

Regularly scheduled performance reviews

Non-negotiable standards

Three levels of ‘ee surveys

The Great General Manager Integrity … the first great need for a leader is unquestionably integrity. Without it, no real success is possible, His teachings and actions must square with each other. Dwight D Eisenhower It is not what we profess but what we practice that gives us integrity. Francis Bacon

Integrity

… the first great need for a leader is unquestionably integrity. Without it, no real success is possible, His teachings and actions must square with each other.

Dwight D Eisenhower

The Great General Manager Humility Build me a son, O Lord, …give him humility, so that he may always remember the simplicity of true greatness… General Douglas MacArthur

Humility

Build me a son, O Lord, …give him humility, so that he may always remember the simplicity of true greatness…

General Douglas MacArthur

The Great General Manager Consistent Fourth highest manager trait out of twenty. determined by 400 PCR employees

Consistent

Fourth highest manager trait out of twenty.

determined by 400 PCR employees

The Great General Manager Tough/Fair … my dad … taught me how to swim

Tough/Fair

… my dad

… taught me how to swim

The Great General Manager Honorable

Honorable

The Great General Manager Honest Honesty is the first chapter in the book of wisdom. Thomas Jefferson Honesty has a beautiful and refreshing simplicity about it. No ulterior motives. No hidden meanings. An absence of hypocrisy… Charles Swindoll

Honest

The Great General Manager Communicator When leaders communicate their vision, they win the confidence of their followers. Paul Madlock It seemed rather incongruous that in a society of super-sophisticated communication, we often suffer from a shortage of listeners. Erma Bombeck

Communicator

The Great General Manager Integrity Humility Consistent Tough/Fair Honorable Honest Communicator

Integrity

Humility

Consistent

Tough/Fair

Honorable

Honest

Communicator

Attributes of a Great General Manager Integrity Humility Consistent Tough/Fair Honorable Honest Communicator Values Service Food Quality Cleanliness Financials Training The Employee Specific Daily Action Items

Attributes of a Great General Manager Integrity Humility Consistent Tough/Fair Honorable Honest Communicator Values Service Food Quality Cleanliness Financials Training The Employee Specific Daily Action Items

Attributes of a Great General Manager Integrity Humility Consistent Tough/Fair Honorable Honest Communicator Values Service Food Quality Cleanliness Financials Training The Employee Specific Daily Action Items

Attributes of a Great General Manager Integrity Humility Consistent Tough/Fair Honorable Honest Communicator Values Service Food Quality Cleanliness Financials Training The Employee Specific Daily Action Items

Attributes of a Great General Manager Integrity Humility Consistent Tough/Fair Honorable Honest Communicator Values Service Food Quality Cleanliness Financials Training The Employee Specific Daily Action Items

Attributes of a Great General Manager Integrity Humility Consistent Tough/Fair Honorable Honest Communicator Values Service Food Quality Cleanliness Financials Training The Employee Specific Daily Action Items

Attributes of a Great General Manager Integrity Humility Consistent Tough/Fair Honorable Honest Communicator Values Service Food Quality Cleanliness Financials Training The Employee Specific Daily Action Items

Attributes of a Great General Manager Integrity Humility Consistent Tough/Fair Honorable Honest Communicator Values Service Food Quality Cleanliness Financials Training The Employee Specific Daily Action Items Culture

Close

The Not So Great General Manager’s Culture Integrity Humility Consistent Tough/Fair Honorable Honest Communicator Something’s missing Self first Compromises Non confrontational If there’s a benefit Spins the facts “ They know what I want”

Integrity

Humility

Consistent

Tough/Fair

Honorable

Honest

Communicator

Something’s missing

Self first

Compromises

Non confrontational

If there’s a benefit

Spins the facts

“ They know what I want”