Are Your Staff Killing Your Business?

There is a great new cafe/restaurant open down the road. I only hope they can last. They do the best coffees locally and the food is heavenly. We had tapas dishes the first time we went and loved it so much we ordered a second round. I travel a lot for work, so I eat in a lot of restaurants and it is not an exaggeration to say it was the best food I could remember.

I say I hope they survive, not because the restaurant business is tough, but because I think the actions of staff could be killing the business.

There are a couple of issues I want to expand on that are relevant to any business.

1. Too many managers – two people working same times, same days, sharing the same position. Then who is responsible for what, where are the boundaries and how do other staff know who to go to. This gets bigger when these two begin to compete with each other. Tensions make for a frosty atmosphere. Lucky favorite customers can even get to hear about it – not a good situation. It makes an enjoyable dinner out not as pleasant. On a Friday night out I’m not interested in your dirty laundry!

2. Competing to be most favored among customers – OK that sounds like it should be a good thing. But what if it involves two staff members competing to provide free stuff. Friday was the first time I have ever gone to the counter and tried to insist I pay more. I was looking for the owner with the hope of letting him know. Missing from my bill were one tapas dish, 3 glasses of wine, 2 desserts and two coffees (est. $50). My bill $44.50 – meaning I paid for less than half of what I consumed. The two managers were competing – one gave us free wine, the other free dessert and coffee, the first one free tapas dish.

3. Not respecting the value of the product – for about a week I didn’t pay for coffee. It doesn’t seem like much but it was all I was buying. When I question the free stuff because I want to pay I am dismissed – they can afford it, the prices are high anyway, it doesn’t matter it’s not my restaurant, but you’re a regular and you give feedback. I’m a regular who gives feedback because I want you to have every chance of being here a long time because I think your food is that good. I don’t consider it overpriced, I’m happy to pay for it and expect to.

On the business side they have an issue with high staff turnover/ One manager is allegedly too strict and too hard on staff. The other is possibly too easy. It makes staff unhappy and uncomfortable. The shifts are too long. They are killing the enthusiasm of the good ones – long hours, and tension. A high turnover makes it hard to train everyone adequately and if they aren’t trained they’ll make mistakes. Changes need to be communicated. For example at an 8pm booking 3 different staff members used the excuse of “oh they’ve rearranged the table numbers” for dishes or drinks being delayed (not all at our table!).

Changes in staff lead to inconsistencies which drive customers away. Customers want to know what they get will be the same every time they get it – it builds confidence, trust and loyalty.

As a customer this is how I felt. My glass of wine had a very feint taint but it was free – send it back or not? We waited on the wine for some time (at that point we didn’t know it was free) but I’m guessing that’s because it wasn’t put through the system. We ordered without the wine list and when I caught sight of one I was impressed the waiter had done a smooth sell into the most expensive glasses of red and white. Nice work but no, well not for the business anyway

I don’t want to hear about tensions, issues, what crap others have done, or how you think the corkage is too high and won’t charge your regulars. They are in house issues, I’ll deal with it over coffee but not on a Friday night out at dinner.

I feel uncomfortable when you do not charge me for things I have ordered. Do you think they are not worth paying for? Do you think I will only come back if you give stuff away? Actually I am less likely to go back because I now feel like I am costing the owners money if I do! Each time I get more and more free. I would have paid for one dessert to share instead we had to force two down not really enjoying them because we felt obligated to – they were complimentary. We weren’t charged for coffee because he asked us if we’d like them. That is a classic upsell guys. You are supposed to ask and when we order we are supposed to pay!

When you don’t charge me I cease to value your product too.

Almost finished my rant! One last big tip don’t let staff drink, even if customers do offer them a glass of their wine or similar. The more people drink, the more relaxed they become, the more they talk about stuff they shouldn’t and loose lips sink ships.

So I hope this business can sort their way through without resorting to desperation tactics – like having themed evenings, and increasingly changed menus – but focusing on business increasing ventures like deals with the real estates and high end stores in the strip to give their customers a complimentary coffee card “why don’t you have a coffee and think it over, or discuss it”

It is worthwhile asking though – are my staff doing anything to kill my business?