Having C-suiters spend time in stores is great—provided they know what's really going on

Restaurant Rewind: Here's how bad things can get when a visiting VIP employee doesn't have a firm grasp on what they've gotten into.

It’s not unusual for a newly hired restaurant-chain executive to spend time in a unit as a line-level employee. Seeing an operation from the perspective of a customer or worker often provides insight and a reality check c-suiters might not get otherwise. In general, being in stores is a great thing for the CEO. 

Except, that is, when they don’t have a clue as to what’s really happening in their restaurants.

This week’s episode of Restaurant Rewind looks at how wrong things can go when an exec doesn’t have a firm grasp on operations, personnel or the conditions of a store. They’re nightmares that I’ve personally witnessed, from rodent sightings to having a renegade employee sounding off about what he or she doesn’t like.

Tune in for a sample of the train wrecks I’ve seen while in-unit with a leader who wants to be one of the team but doesn’t have a credible claim on being so.

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