Are you a leader in your organization and believe that you are working hard? Think you are learning a lot every day? Perhaps you’re in the C-suite or a manager, or even better, an entrepreneur. I realized early on that I can learn a lot on the job in my company. I read books and blogs, but especially make time to seek out and listen to feedback from my team. One of our values at Nick’s Pizza & Pub reads: “We are dedicated to the learning, teaching and ongoing development of each other” so it is easy for me to live and practice this value.
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There are times that after working a shift in my restaurants I leave at the end of the night shaking my head wondering if I am crazy, mumbling to myself, “Don’t they get it?!” A typical dinner shift for me is moving through the restaurant, talking with guests, cheering on the team, and course correcting behaviors in the moment and when necessary. After the shift, I will do what we call a post-shift. This consists of feedback loop at the end of the shift with managers and key executives in my company. The “they” I speak of above is this group of leaders, and the “it” is moving. The number one thing we as leaders need to do is move others.
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At Nick’s Pizza & Pub, the word “customer” is actually not part of the language we use in our culture. We refer to our customers as GUESTS because we believe our goal is to create meaningful relationships that go far beyond a single monetary transaction. Similarly, we don’t have a “staff” hired to perform mind-numbing tasks. Instead we have a dynamic TEAM of leaders that work through support and cooperation to give work purpose. Here are 5 ways we set our team up for success and ultimately support our guests by supporting our team: American Express OPEN Forum: 5 Ways to Support Your Customers by Supporting Your Staff.