DOING THEIR BEST! I had a recent experience on the road at a famous slider QSR. I stylized the photo to protect the innocent. It was a Sunday and this place was BUSY! Not fun busy, customers all standing around grumbling busy, cars cinnamon rolled around the building in the drive thru, cars honking, drivers getting out of line BUSY! The manager was obvious and she was KILLING IT, literally running from spot to spot, helping her team, interacting with frustrated customers, playing SUPER WOMAN. The team was clearly short staffed (only one of three griddles packed, it was obvious to anyone watching)...
Is this normal for this site? Do they operate like this every Sunday afternoon?!? Do you have sites trying to do this? It is not sustainable! I saw employees that I know are going to quit. The manager was doing everything in per power at the time to "fix" the problem, but it was a resource issue. Did she schedule it this way? Was she man hours constrained? With the right staff this could have been a GOLDEN couple of HOURS, I mean the kind of hours that the team rallies around and brags about for months!
In this environment (employment, economy, culture) PLEASE do not do this to your teams. Give them what they need to succeed. Do not think they can run at 115% for days, weeks, months at a time, you will lose good people that should be part of your team for the long haul but will not put up with abuse. Be the CAVALRY, be aware that they are in need, tell them you see it and know and are on the way with help. Give them a sense of how long they need to fight the horde before help will arrive.
And now we come to the real problem... do you know?
Do you see the issue? Can you tell when your sites are busy and need more help? Over the last decade I have determined that most leaders outside of a site don't have the data needed to know when demand is too high for the resources assigned. Why? Most organizations can only see what was done, not what was possible. They see the orders and entrees executed and not the cinnamon roll around the drive thru, not the line waiting inside, not the addition 10, 20, 30 customers that could have been served during that busy hour, not the screaming in frustration wait that the customer endures just before they say "never again, I will never be back".
Let us help you see the problem/opportunity! WE CAN! WE HAVE for all of our clients. Every client who has partnered with us has identified scheduling mismatches that they had NO IDEA were happening repeatedly week after week, month after month, opportunities to serve more customers better. FasterLines - FastQSR can give you the vision your team needs to know where the next great service hour is hiding! Be the CAVALRY! Don't leave your team in despair at the Alamo! Why Wait?!?!?
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