Saturday night I received a text message from my friend Jimmy. Could I bus tables at his restaurant on Mother’s Day?
My mom was away and I was heading home from a funeral. Caught off guard I said yes. I have never in my life been a busboy; but I’m always up for a new experience. I spoke to Jim on the phone and mentioned he must be desperate if he is asking me. We both chuckled. He also needed one or two more people as he wanted to give the regular busgirls the day off to celebrate Mother’s Day. I found him two more people. See, it’s all about networking and who you know.
The Sicilian dvd I’ll admit I am exhausted when I present a full day program, but this manual labor thing really hurt – and a lot! That evening and the next morning I felt like Dr. House as I was popping pills to make the pain go away.
We started the day with a team meeting. All the servers were told that 15% of their tips would go to the bus staff and $8 per person to the salad kid.
Woo-Hoo!! I yelled. No one found it amusing. I did. I was there to have a good time. And this thing about the bus person being seen but not heard………………. That certainly wasn’t going to happen.
So Michelle, Adrian and I busted our butts for 7 hours. None of us had done this type of work before. The compliments we were getting from the customers and the staff were all positive – even when I spilled water on the lady. I was laughing with people; one even asked if I was the owner as I was being so attentive.
When tip time came around four of the seven waiters handed over what was probably 15% or more. Three of the staff stiffed us and took off out the door. Big Time.
The Restaurant Manager was looking out for us and did ask what we were given from each person. We told her. The ones who remained were horrified by their teammates actions. One even talked about the hypocrisy of a waiter stiffing the busboy when he or she knows what it is like to be stiffed by a customer.
Michelle and I were cool with this. We did this to help out a friend. Adrian on the other hand got a first look at how and why people who work on the same team often end up not liking one another.
Rich & Gail with Al & Ruth (center) from North Carolina.
We picked them up on Broadway in Nashville; asked to take a group picture. They said yes. I love fun people.
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Walking the streets of Nashville today I came upon the friendliest people. But we always knew that people in the South are friendly. Now being a Northerner I know there is also a sentiment that people from the South are stupid.
Well when this nice man said hello today I replied with a “How’s your day going.”
To which his response was “Better than I think it is.”
I stopped to talk to him. I asked him to explain his comment.
He explained it to me with an example. He said lets just say I’m thinking my day is going great and then I go into my pocket and find a quarter. It just got better.
I smiled, shook his hand, told him I love his attitude and walked away. Walking down the street I thought to myself maybe these people in the South are a lot smarter than Northerners give them credit for.
And then I was stopped dead in my tracks by this:
I won’t even tell you how far back down the street I had to go.
It was clear that the cruise ship I was on was not going to Cozumel last week. (That Swine Flu Thing)
How did I know?
- Could it be that we left Key West at 1:00 and at 4:00 the sun was behind the ship rather than above it or in front of it?
- Could it be that the little ship positioning arrow on the TV Channel in my cabin was somewhere off the east coast of Florida rather than somewhere in the Gulf of Mexico?
So I did what every Smart Alec would do; I walked over to the Information Desk and shared my information with them. I commented that it is clear we are not going to Cozumel and asked where we were going. To which the young man answered me that no information has been released yet and the captain had not yet made the determination if we were or were not going to Mexico.
Okay, let’s get real here. First of all, I highly doubt that decision was the Captain’s decision, but that of the top leaders at Carnival Cruise Lines. Second, you and I both know we are not going to Mexico even with evidence and you still deny it, because that is what you’re supposed to do – not break the chain of command and say something that you are not authorized to say.
So instead of breaking the chain of command, the Captain and the top leaders make you look misinformed and get you frustrated. I just don’t get it. Leaders need to realize that your front line is frustrated with the slowness or lack of information – especially when the information is clear to your customer.
Was this really a top secret decision? Okay, maybe the leaders didn’t know where we were going, but they knew we were not going to Mexico; and a lot the passengers knew it too. (Now of course there were the one or two crazies that were wiling to risk going to Mexico.) So instead of disseminating this information, any information, you leave the customer in suspense and your front line looking clueless.
Attention leaders!!!! Your team really does want to support you and do a good job. But sometimes you have to do a better job than you’re doing. Holding information is not power. Information is only power when everyone receives it. Everyone.
“Would you like your check, sir?” said the waiter who came over to my table at the O’hare Bar and Grill the other day.
I had been seated at the table for about 20 minutes waiting for someone to come over to me.
“Don’t you usually take someone’s order and let them eat before you offer them their check?” was my response.
He was not amused. I was very amused.
He finally went on to trash the Maitre D’ and the other server for not taking care of me. Now there’s a great example of teamwork. And an even better one for the customer experience; letting people know how inept your co-workers are. People……….STOP DOING THAT!! If your team screws up, just apologize and do what you can to make it better. I already know they are inept! (Or maybe it was an honest mistake?) As a customer I really don’t want to hear about your internal problems. I just want to eat.
My chicken sandwich was delivered about ten minutes later.
Mad Money release I wonder if he spit on it. Yes, restaurant people do that. I have good friends who own and work in restaurants. The stories they tell me……….
So, here are your choices……………..
- You can be traded to another department or operating unit
- You can take a demotion within your existing department or operating unit
- You can take some furlough time
- You can take a severance package
What would YOU do? I’m watching this play out right now with friends as well as some of my clients.
Companies (and that includes municipalities) are doing what they need to do to cut costs. Some are being reactive; some proactive. For some it is too late. But what I am seeing is an attempt to keep as many people on the payroll as possible by trading, demoting and furloughing. I think this is a good thing. So then what seems to be the problem?
Is it poor employee morale? Diminishing employee engagement? Lack of Innovation and Creativity. Corporate Greed to the max?
Nope. (although the above is probably happening) It is often about EGO!
Yep, egos are being bruised in the latest version of musical employees at many companies. Employee Worth is being questioned. Employee Contribution is being questioned. Every person’s value is being questioned. The job you thought you were doing; the job which was the glue to keeping the company solvent (in your eyes only) is going away; sometimes overseas; sometimes just going away.
Or maybe what is really happening is the company is doing whatever it can to keep you off of the unemployment rolls – which would most likely be an even bigger ego crusher. And maybe the worth, value and contribution thing is more of your issue.
Maybe you should have a meeting to discuss what you can do about this?
It was an ad for Trident. It said “4 out of 5 Dentists recommend Sugarless Gum for their patients who chew gum.” I had the TV on in the background and smiled with this memory from my “youth.”
Years ago I would have been impressed with the 4 and probably started eating sugarless gum. Last night I wanted to know about #5. Who was he or she? Why didn’t they go along with the herd? Is #5 rogue? Is #5 right? Is #5 crazy? Does #5 know something that the other 4 do not? Was number 5 ahead of the curve? Did #5 think the whole study was ridiculous and didn’t matter one way or another? I really want to know more about #5.
I was listening to this commercial while preparing handouts for a presentation next week with a fast food giant. While most companies are cutting back and spending less money on staff development and employee training, this giant thinks that even in lean times keeping employee morale high, sharpening employee skills, and celebrating success should still be high on the priority list. Keeping employees motivated to succeed is more important than ever. So next week we’re taking a Recess.
Naturally I couldn’t agree more with the fast food giant; now more than ever organizations need to be doing whatever possible to keep people loyal and happy while working hard for you. I’m also thinking that management at the giant and that dentist #5 could be good friends.
I was chatting with a friend yesterday who was telling me how long her To-Do list was. Like most people the list keeps getting longer; the list of accomplishments keeps getting shorter.
Forbidden Warrior hd In this world where we are trying to get employees to be more productive, engaged and efficient I have one simple piece of advice.
Stop Making To-Do Lists. Instead, make Today Lists.
What do you want to get done today? Make a list. A short one. Do this every day. Instant Success. Instant Productivity. No more aggravation.
You’re not impressing people with a list that could fill up a jumbo roll of toilet paper. And you’re only getting yourself sick.
I was exiting the highway today behind a slow poke; so slow that I was able to read the lettering in the rear window. It said:
I CAN SHOW YOU HOW TO MAKE A LOT MORE MONEY! CALL 1-800-123-4567
The car slowed down to a stop as the ramp curved to the right. As I approched becoming part of the back seat I noticed the side view mirror on one side was missing and the other side was being held on with duct tape.
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At the end of the ramp the car got in the right lane; I pulled in to the left. I needed to see who was driving this car. I needed to know what the person looked like who was going to help me make more money, yet couldn’t get their mirrors fixed.
And then I started thinking about first impressions – specifically with sales people. I started thinking about people who appear successful and those who are not. I started thinking about people who are true to who they are and what they do and those who are not. I started thinking about companies who hire me; companies who tell me I look like I’m fun and in all my dealings with them from the initial conversation to the thank you I send after the program I try to be all about fun (and value, of course); because that is who I am.
I just couldn’t see this person helping me make more money. What about you? Is the first impression people have of you truthfully who you are?
My friend called in sick today.
- Is he sick of the nonsense?
- Is he sick of deadlines that cannot be met?
- Is he sick of being treated poorly?
- Is he sick of budgets that are so unreasonable?
- Is he sick of watching people abuse and use the system?
- Is he sick of feeling under appreciated?
- Or is he really sick – as in ill?
TImes are getting tougher and tougher in organizations. While a lot of companies are cutting staff and looking to save costs, they are forgetting one thing – the talent that remains. The people who are left are being asked to do even more with even less – and to do it with a smile. Easier said than done.
Employee Morale continues to plummet at work. More employees are becoming disengaged. Smart companies are recognizing this and are doing something about; are allocating monies for staff development and training – even in these hard times. Is yours? Should it? Do you have the guts to share this post with someone who needs to read it?
