Make it happen or watch it happen?

Being a speaker and consultant in our industry makes every trip to a restaurant a mini-investigation

draft. It is enlightening to see managers do their thing and then see the

employees, without the manager knowing, following the directions of their leader.

The manager of my local full service chain always seems to be busy, but never

interact with any guest other than a quick thank you on leaving. Don’t see the

Empty tea glasses, dirty tables, or checks waiting to be paid. On most express services,

Often times, the manager is likely “processing” people on the record (Next! Anything else?

Next!) Or working in the kitchen.

There is an old saying: “Always imitate the behavior of the winners”, and I would like to highlight

three winners that I have come across in my local area. They stand out and succeed for two reasons:

(1) the competition is not that great, and (2) they have great restaurants.

Chick-Fil-A, Founder’s Plaza, Flower Mound, Texas. Jason Driscoll’s philosophy?

Do everything you can to get the customer back. As with most CFAs, “It’s my pleasure.”

it is a common response to the customer rather than “No problem”. How about driving a

wrong customer order? That makes the difference! Keep it up, Jason!

CiCi’s Pizza, Founder’s Square, Flower Mound, Texas. I’m not sure if there is

something special in this mall with two big operators, but on my last visit

there Brian the manager not only did a check-back but also offered and refilled our drink

glasses. This action goes way beyond even generic full-service check-back and waaay.

beyond the quick service managers they compete with. Congratulations to Brian!

McDonald’s FM 407 in Lewisville, TX. The franchisee in this area has some nice units,

but on my last visit I saw Carlos, the manager, run the record and then do two uniques

things. The first guest was a mother with a small child in her arms. Carlos apologized and

He carried the tray to the table. Next, I asked him for some mustard that he had trouble locating. Hears

He apologized and let me know it would be brought to the table — which he did. That is


These managers make it possible and their actions encourage their employees to comply.

great service too. Do you think you have a great restaurant? The power is in those who are

learning, not those who have already learned. To quote Chris Eubank, “The largest room

in the world is the room for improvement “.