Management Training

Welcome to Managment at Flat Waves Food Shack!

Would you know what to do if a fire started at home or at work? Are you ready to save your life in case of fire emergency? Take the time now to review the course and you will get the basics of fire safety.

 

Managing Customer Service Staff

One Thing We CAN Control

Managing our customer service is arguably the most important part of your job!

There are many things in this business that are out of our control, but customer service is not one of them! We can have 100% control of doing our best to serve customers. 

Our Customer Service training program is fairly extensive as we believe that it’s one of the biggest factors that differentiate us from all other restaurants.  Always remember that our customer service recipe is based on simple principles that are

  • “ Go Beyond One Meal”
  • Always show honor, dignity, and respect to our customers. 

Things go wrong in business, and everyone makes mistakes.  The quality of the relationship at the time of the mistake can determine how big of an issue it becomes.  If we build great relationships with our customers on a daily basis, we will see happier, more loyal customers, and a huge decrease in angry customers- even when mistakes are made.  

It’s a very important part of your role as a Managing Partner to connect with and build relationships with customers.  You set the tone for how our customer service staff interacts with customers, and the customers perception of our company as a whole.

4 Things You Need To Make A HAPPY CUSTOMER

When people eat out, whether its fine dining or fast food, everyone is looking for these 4 things:

  • Great food
  • Great service
  • Friendly People
  • Cleanliness

There are many others that we can come up with, but these 4- everyone wants.  Notice 50% of customer satisfaction is based strictly how we relate to them?



There is extensive training that we have surrounding the Flat Waves Quality Customer Service, but it starts with you as a manager.  You have to exemplify it first. You have to believe it for you.  And it also starts with hiring the right people… Hire happy people for customer service positions, and training is much easier. 

It is impossible to change someone’s personality.  We’ve tried. And failed. A lot.  Hire the right people and you will only be teaching them how to tailor their strengths to our Flat Waves system and specific principles.  It is very easy and you can have a very successful team quickly when starting with the right people!

Types of fire extinguishers (copy)

Extinguishing different types of fire

Match fire extinguishers with types of fires

  • Water and Foam
    Class A fires
  • Carbon dioxide
    Class B & C fires
  • Dry Powder
    Class D fires
  • Wet Chemical
    Class K fires

Decide if the following statements are true or false

  • Class C fires are fires involving energized electrical equipment.
  • There are four classes of fire, Class A, B, C and K.
  • Class B fires are those fires that occur involving paper and wood.
  • Class K fires are fires in cooking oils and greases.
  • Water will not extinguish most flammable liquid fires.

Which of these objects belongs to Class A fires?

Combating Turnover and Encouraging the Flat Waves Culture

Flat Waves Culture...Keep Employees Happy and Longterm

The Three Root Causes of Job Misery 

according to “The Truth About Employee Engagement”  (pg. 221)

  • #1-Anonymity
  • #2- Irrelevance
  • #3- Immeasurement

Book To Read!! Its a great one! 

  • Read the book - The Truth About Employee Engagement by Patrick Lencioni.  Its about a CEO, a small restaurant, and turning average or dying businesses into great ones by focusing on the internal company culture first. We use the 3 principles laid out in this book at Flat Waves and is a big part of your role here as a manager!

#1- Anonymity

  • “People cannot be fulfilled in their work if they are not known. All human beings need to be understood and appreciate for their unique qualities by someone in a position of authority.  People who see themselves as invisible, generic, or anonymous cannot love their jobs, no matter what they are doing.”
  • “The person who can have the greatest influence by taking a personal interest in anyone on the job is the manager.”
  • “It is immensely more difficult to decide to leave an organization or a team… when you feel that others on the team know and understand you as an individual.”
  • Manager Actions: Take a genuine interest in your staff.  This doesn’t mean to just imitate them and try to pretend that you like the same music or sports teams, but actually sit down with them and find out what is going on in their lives.
  • Tips:
  • Find out their kids/family members names are and ask how they are doing individually by name during times of small talk.
  • Ask about their kids and what they like to do, when their birthdays etc., make notes in your calendar and then ask them about things at the appropriate times. Maybe let them off work early if it’s their kids birthday and it’s slow!
  • If it’s a younger person on your staff, maybe you can help them in school in some way, get their sports schedule and show up to a game, throw a small party for their birthday at work etc.
  • Look for ways that you can get to know your staff beyond their job performance at work and their performance will increase!

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#1- Anonymity

  • “People cannot be fulfilled in their work if they are not known. All human beings need to be understood and appreciate for their unique qualities by someone in a position of authority.  People who see themselves as invisible, generic, or anonymous cannot love their jobs, no matter what they are doing.”
  • “The person who can have the greatest influence by taking a personal interest in anyone on the job is the manager.”
  • “It is immensely more difficult to decide to leave an organization or a team… when you feel that others on the team know and understand you as an individual.”
  • Manager Actions: Take a genuine interest in your staff.  This doesn’t mean to just imitate them and try to pretend that you like the same music or sports teams, but actually sit down with them and find out what is going on in their lives.
  • Tips:
  • Find out their kids/family members names are and ask how they are doing individually by name during times of small talk.
  • Ask about their kids and what they like to do, when their birthdays etc., make notes in your calendar and then ask them about things at the appropriate times. Maybe let them off work early if it’s their kids birthday and it’s slow!
  • If it’s a younger person on your staff, maybe you can help them in school in some way, get their sports schedule and show up to a game, throw a small party for their birthday at work etc.
  • Look for ways that you can get to know your staff beyond their job performance at work and their performance will increase!

#2 - Irrelevance

  • “Everyone needs to know that their job matters, to someone. Anyone. Without seeing a connection between the work and the satisfaction of another person or group of people, an employee simply will not find lasting fulfillment. Even the most cynical employees need to know that their work matters to someone, even if it’s just the boss.”
  • “Human beings need to be needed, and they need to be reminded of this pretty much every day.  They need to know that they are helping others, not merely serving themselves.”
  • Manager Actions: Let your people know that they matter, and that the work that they do matters.  Tell them that they are important to you, and that they make a difference to you and to the success of the restaurant.  Enable people to see the connections between their job, and the success and satisfaction of the other staff. I.E.- Be sure your dishwasher knows how he is important to the smooth operation and success of a good service shift.
  • Tips:
  • Ask the question of “who?”
  • Who am I helping?
  • Who is my staff helping?
  • How can I get my staff to ask “who?” for themselves.
  • Then ask “how?”
  • How am I helping?
  • Are we just helping someone put food in their stomach or is it much more than that?
  • How can we make a different in the lives all that we touch and GO BEYOND ONE MEAL!?
  • When someone doesn’t have a good day at work sit down with them before they leave and show them the impact that a bad shift had on the people around them and how doing good work can make the difference
  • Praise good work by connecting it to other impacts beyond just the work that they did.

#3 - Immeasurement

  • “Employees need to be able to engage their progress and level of contribution for themselves.  They cannot be fulfilled in their work if their success depends on the opinions of whims of another person. No matter how benevolent that person may be.  Without a tangible means for assessing success or failure, motivation eventually deteriorates as people see themselves as unable to control their own fate.”
  • “Too often, an executive will try to rally employees by giving them some macro objective (for example, hitting a coprprate revenue number, cutting company expense, or driving up the stock price).  The problem here is that most employees have no direct impact on these things, certainly not on a daily basis… and when they realize there is no link between what they do specifically and the objective given them, they loose interest and feel unable to control their own outcomes.  They need metrics to be measured against that actually reflect something they can control!”
  • Manager Actions: Implement the measurement metrics with all staff and review daily! Each position at Flat Waves is measured a bit differently with some similarities.  People want to be able to see if they are improving in their work and how well they are doing. Many jobs in the restaurant aren’t measured well and people have no way of telling if they are doing a good job or not until months later they get a raise or get fired.  The daily measurement metrics are to allow for everyone to always be able to gage their performance and strive to do better daily!
  • Be sure that each employee always has his/her measurement metrics sheet and is filling it out and always improving.
  • Measurement Metrics by Position

The Benefits of Managing For Employee Engagement (pg 224)

  • Increased productivity:
    • “Employees who find fulfillment in their jobs are going to work with more enthusiasm, passion, and attention to quality then their counterparts who do not, mostly because they develop a sense of pride and ownership in what they are doing. That means they will arrive ealier, stay later, pitch in outside their areas of responsibility, and look for ways to improve their performance, all without being asked.”
  • Greater Retention and Lower Costs:
    • “People hang  onto fulfilling jobs as long as they can, mostly because they know that their chances of finding another are relatively slim.  What is more, engaged employees tend to attract other good employees to an organization, either by actively recruiting them or merely by telling friend about their enthusiasm for their work! The result of all this for an organization is significantly lower costs related to recruiting, hiring, retraining, and termination.”
  • Sustainable cultural difference
    • The opportunity is huge for us at Flat Waves do differentiate between our competitors by building a culture of employee engagement! People want to be engaged, and the majority of company’s in our industry do not effectively engage their staff.  With the right company culture, we can attract the best staff and keep them longer than other restaurants.
    • “Managers who work to reduce the three signs in their organizations discover an unexpected side effect. Employees themselves begin to take greater interest in their colleagues, help them find meaning and relevance in their work, and find better ways to gauge their own success, and they do al of this without specific direction from their bosses. In essence, they take some responsibility for keeping the three root causes of job misery at bay.  Ironically, this gives them yet a greater sense of meaning while creating a sustainable cultural advantage that competitors will envy but find difficult to duplicate.” 

Congratulations!

You've completed a course on fire safety. Hopefully, now you have a better understanding of fire dangers and fire prevention procedures.