Pitino.“Truth makes a problem part of
the past.”Enough said.
• Be on time. Excuses are like...well,
let’s say bellybuttons. Everyone has one.
Next time, please just leave the house
10 minutes earlier. A short staff delivers
poor service.
• Build repeat business. A new
customer will visit a restaurant once by
either chance or by choice. A coupon for,
or proximity to, our restaurant may foster
a chance visit. A good or great experience
on the part of our cooks, servers and
managers converts“chance”to choice
next time the customer thinks about
where to eat. Repeat business is our
lifeblood, and it means that the customer
has driven past 20 or 30 or 40 other
places to choose ours. Let’s give them
something memorable every time.
• Save the drama for your mama.
Don’t act like the south end of a northbound horse. The truth is it’s not about
you or me, it’s about the customer. If
your mind set tends toward complaining
and whining and being sarcastic, well
that’s pure poison to the team and the
customer. If you insist on endlessly
railing to your fellow crew and managers
about how this is a bad place to work,
and it’s not like your old job, or that
everything’s unfair, and that you would
rather be somewhere else other than
here, then it’s my responsibility to help
relieve your misery by giving you a job at
the competition. Things that matter most
should never suffer because of things
that matter least…just saying.
• Continuous improvement. If
you see, sense, or know a better way to
improve our people, process or procedures
please let me know. I promise to listen
to your ideas before you have to listen to
mine. None of us is as smart as all of us,
so please bring your brain to work every
shift and help us all move the business
forward for our customers and colleagues.
We must all have a bias for action to make
things better all ways and always.
• Have fun. Bottom line, we all get to
work in the restaurant industry. It’s the
best business in the world, and it’s a free
circus and a free university every day. Yes,
you get paid to have fun too! So have
fun with what you do, who you serve
and w