This document contains 30 management rules for the food service industry. Some of the key points include: put customers first and ensure they have a positive experience; focus on continuous training so staff can improve and avoid mistakes; recognize employees for doing things right to motivate them rather than just criticizing; and make small improvements regularly as these can lead to great results over time. The rules emphasize the importance of good customer service, effective training, and positive reinforcement of employees.

1. Food Service Industry
30 Golden Management Rules
1. All work is team work.
2. If you want to be bigger than everybody else, you’d better be
better than everyone else, too.
3. Our business is run first for the enjoyment and pleasure of
our customers. Then for the convenience of the staff of
owners.
4. The secret to winning is not to lose twice in a row.
5. The customer is not always “right” but is always the
customer, and it’s all right for the customer to be wrong.
6. Catch your people doing something right. A pat on the back is
just a few vertebrae up form a kick in the ass.
7. Never practice on the customer. Training is your secret
weapon.
8. Be tough on standards, easy on people. What you permit you
promote.
9. Challenge the process daily: are we doing the right things and
are we doing the right things right?
10.Leaders are never “energy-neutral”; you’re either giving
people energy or draining it from them.
11.Customers will forgive mistakes in the kitchen more than
mistakes in the service. Service is our invisible product.
12.The early bird gets the worm, but the second mouse gets the
cheese.
13.Over teach. Managers and employees both under learn and

2. over forget.
14. Unoccupied time passes slower than occupied time. If you
have time to learn. You have time to clean.
15.Small changes add up to greatness: be 1% better in a 1000
different ways.
16.Average means you’re either best of the worst, or worst of
the best.
17.Employees are our fist market. Never treat a customer better
than you treat an employee.
18.You can have the best product in the world, but if you can’t
sell it, you still got it. Train your team to get better at menu
merchandising.
19.Good service means never having to ask for anything.
20.All behavior is the result of consequences: you get what you
reward.
21.Use the “Sullivan Nod”: if servers smile and slowly nod their
heads when suggesting a drink, appetizers or desserts the
customer always nods back and say “yes”.
22.Recruiting doesn’t end when you hire someone. You recruit
your employees daily.
23.If someone tells you it’s the principle of the thing and not the
money…it is the money.
24.In the business, you can always tell when it’s a full moon
without ever looking outside.
25.Tools left in the toolbox never built anything.
26.One definition of insanity is to keep doing the same thing over
and over again and expect different results.
27.High performers hate working with low performers. Groom’em
or Broom’em.

3. 28.You can tell how good the restaurant leadership is by how the
people act when the manager isn’t there.
29.Teach everyone something new every shift: 1 step by 100
people is better than 100 steps by one person.
30.the restaurant business is a free circus everyday. All you have
to do is pay attention.