Retention
Harker does not like using the “millennial” word, but he says the generation has influenced the way he operates his business. “Any field of knowledge is available to them at their fingertips,” he says.
In the past, restaurants would put some effort into teaching employees about the wine list or the menu. At Harker's restaurants, employees have the opportunity to present to the team before shifts on any passion or hobby they have—even if it doesn’t directly relate to the industry.
For instance, he asked a manager pursuing her doctorate in opera performance to make a presentation on the topic to the team. “It’s easy to see how the appreciation of a craft can inspire employees,” he says. “If I spark that in an employee and cut them loose on the floor, that might give them the lift they need to create those experiences for guests.”
At Branch Line, Harker’s concept focused on rotisserie meats and veggies, a manager started Branch Line University. As part of the program, employees teach a seminar once a week on a topic of their choice. Not only does the sharing of expertise engage fellow team members, but it gives presenters the opportunity to develop their teaching skills and boost their confidence, he says.