[eff around] 4 Strategies for Maximum Deployment
Read on Substack
June 12, 2023
When I need advice on high-performance restaurant operations? I call Bobby Shaw. (Hey, it’s got this “Better Call Saul” sound to it). There are few people I know who build culture, leadership, and scale to hundreds of stores like Bobby does. He’s also been a part of iconic brands I love - including Chipotle and Salt & Straw. I’ll let you learn more about him in his bio . During a coaching call, he shared with me his “4 Strategies for Maximum Deployment .” These are simple and actionable guidelines for business owners to: 1. Harness 100% of employee assets; and 2. Create raving (and profitable) fans out of their customers I loved them, and asked Bobby if I could share the high-level details with you. And with his permission, here they are! Thanks for your wisdom and generosity, friend! Bobby looks like he’s cracking his knuckles and ready for war STRATEGY #1: LEAD FROM THE FRONT. Your manager needs to be out in front - connecting with guests and supporting your employees. Nothing else should happen during peak time, or early on in the store's opening (first impressions matter, yes?). It’s easy for them to get sucked to the back - working on paperwork and projects that just aren’t as important. But when your staff sees your manager work alongside them.... They're held accountable. They know what the priorities should be. They know what "hospitality" looks like. And performance improves. STRATEGY #2: MISE EN PLACE. This French culinary term means "putting in place" or "everything in its place". Bobby learned this while working for Chipotle Founder Steve Ells. It's the discipline of preparing and organizing ingredients and equipment before cooking. This way, during game time, there is: • Minimal movement • No bumping into your colleagues • Steps saved • Speed of service • More time dedicated to giving customers smiles and an incredible time STRATEGY #3: ACES IN THEIR PLACES. A store needs to be fully staffed. Not for the goal of keeping your costs down. But for the sales you want to make, and for the customer experience you want to be famous for. And everybody’s personality, skills, and aspirations are considered when assigning work. This requires a manager to be aware; see potential; be brutally honest; and give a damn. STRATEGY #4: GET PERSONAL. Empower and encourage your staff to delight customers. The operative word is "delight". Which means that giving the customer the minimal needed so that they won't bother you, doesn't make the cut. Immediately greet them - even if you can’t help them, yet (acknowledgement is what matters). If there are a lot of customers waiting for a table, engage with them. • Ask customers if it’s their first time, if they have questions, and share promotions or store updates. • Offer water or snacks while they wait. • If they are a repeat customer, offer them a sample of a new menu item that they might love. It starts at the top, it starts by example, and it's meant to leave customers better than when they entered. Each of these strategies can be an article, conversation, or book on their own. And if you’re interested in learning more, Google the principles, ask ChatGPT, or better yet - connect with Bobby ! But at the very least, I hope they help you think differently, do things more consistently, and make even one degree of betterment in your organization. What about you? Any examples of these strategies at work in your organization, or those you serve? Are there any strategies that weren’t mentioned, that should make the cut? Thanks for reading Eff Around & Find Out! Subscribe for free to receive new posts and support my work.