What is wrong with people? That is my common refrain after watching a mindless hour of Kitchen Nightmares. Because of my work with small businesses I consider it a bit of research into the minds of the restaurant owner. And EVERY week I sit there wondering what is wrong with these people.
If you don't know, the premise is that world renowned chef and restaurateur, Gordon Ramsay, goes into a family owned establishment that is on the brink of closing and helps them turn their business around. It is like ER for the kitchen. Every week he deals with horrible food, disgusting decor and an obstinate owner/chef. Usually, the owner/chef does not want to change. The crazy part about that: THEY INVITED HIM TO COME.
The things I observe are that people are working, but they are focusing on the wrong things. So a LOT of time is spent doing something, but it isn't anything that moves their business forward. And they are resistant to change. Last night he said to a particularly awful woman, "change is hard, but you can't continue to be nostalgic for things that do not work." It is perfect quote because all of us get stuck in our ruts and the act of changing - even for the better - can seem too difficult.
Now, I have never opened a restaurant, but I know that it is probably one of the toughest businesses to own and operate. That said, if it isn't working why do you keep doing it and why do you keep running in circles and not getting anything done.
Here is a good step by step look at how you can observe your business and make some movement towards changing - without calling in the somewhat abrasive Ramsay:
- Ask for customer feedback - sure we have all seen those cards on the table asking about our service, our food, etc. But any business can do that. Ask your customer to fill out a quick survey and if they do give them 10% of their ticket. That feedback is critical... and priceless.
- Gather your friends and critics - take all of the feedback for a month and read it to a group of friends, mentors and even those who aren't sure what you are doing is worthwhile. Have a brainstorming session on how those comments make sense and how you can change towards the better.
- Implement one change - you don't have to be as drastic as they are on the show and throw out everything, but take one change and implement it each month. Reward employees or yourself when you actively engage in the change without going back to your old run. Then, take those surveys again and see if there is any impact on your customers experience.
The GREAT thing about being in business is that you aren't working in a vacuum - you have an audience who is eating up your product - just take the time to ask them how it is going and be willing to hear the truth and act on it.
Photo Credit: Dave Pulig
