Dumb and dumber

"What part of your job is the most unnecessary, dissatisfying, unproductive, or just plain dumb?" Ask that question of your employees and get ready for some fantastic feedback. 

If you don't ask, you may never know why good employees walk out the door or why good customers don't come back.

Will this turn into a gripe session? Is this a lesson in futility? Yes and no. Hopefully your employees will give some thought to their responses. And I know they will appreciate being asked. Your job is to turn the gripe session into a positive brainstorming session. Here's how it works:

  1. Get a pack of index cards and print your question on each one. You can download a ready-to-use card here. Distribute the cards to all employees at pre-shift briefings or put it in their pay envelope.
  2. Put a box in the office to collect the completed cards.
  3. Compile the responses into a top ten list — or twenty or thirty. You can combine similar answers, but don't edit too much.
  4. Hold a team meeting to address the list. Distribute the copies to everyone, and have flip charts handy for note taking.
  5. Read the list at a pre-shift briefing or the next employee meeting. Allow team members to make comments and amendments to refine the problem. Remember, this is their exercise.
  6. Get a flip chart and start at the top of the list. Brainstorm ways that the problem can be fixed or eliminated. Take notes on the flip chart and encourage employees to think outside the box a little. They have valuable insights, and their suggestions will make their jobs easier and more productive. The end result will be happier employees and happier customers.

Your part of the exercise:

As a manager or owner, you can't let yourself get defensive, dismiss suggestions or minimize complaints as irrelevant. Every idea is a good idea. Every complaint is a valid complaint. This will be harder than it sounds, but it will be worth the effort. You'll start seeing results immediately.

Members help make our journalism possible. Become a Restaurant Business member today and unlock exclusive benefits, including unlimited access to all of our content. Sign up here.

Multimedia

Exclusive Content

Financing

Despite their complaints, customers keep flocking to Chipotle

The Bottom Line: The chain continued to be a juggernaut last quarter, with strong sales and traffic growth, despite frequent social media complaints about shrinkflation or other challenges.

Operations

Hitting resistance elsewhere, ghost kitchens and virtual concepts find a happy home in family dining

Reality Check: Old-guard chains are finding the alternative operations to be persistently effective side hustles.

Financing

The Tijuana Flats bankruptcy highlights the dangers of menu miscues

The Bottom Line: The fast-casual chain’s problems following new menu debuts in 2021 and 2022 show that adding new items isn’t always the right idea.

Trending

More from our partners