Restaurant managers have a lot of responsibility…and of course, this can be a good thing or a bad thing! If you’d like to avoid making some of the biggest management mistakes, read on to find out what you should never do.
1. Mistreat employees.
If you’re unfair or unkind, it will come back to haunt you in the form of employees who don’t feel any loyalty towards their job. A restaurant can’t be successful without dedicated employees.
2. Don’t give customers any opportunity for feedback.
Whether it involves checking in with them at their tables or leaving comment cards, give your customers the opportunity to let you know about any problems. If you don’t, you have no way of knowing what mistakes you’re making.
3. Ignore customer complaints.
If a customer takes the time to complain, it’s important to take them seriously and do everything you can to make it better, whether that involves apologizing, comping the meal, or giving out coupons for future meals.
4. Tell customers they’re wrong.
Even if you know a customer’s complaint is ridiculous, there’s still no excuse for telling them they’re wrong. It’s important to take every customer complaint seriously, even the ones that don’t make sense.
5. Ignore social media.
Check Facebook, Twitter, and review sites (like Yelp) often to see what customers are saying about your restaurant. It’s important to know what impression customers are getting of your business.
6. Argue with customers online.
Social media gives you a great opportunity to respond to customers in public, but this opportunity can turn into a pitfall if you just argue and insult customers. Remember that everyone can see your online comments!
7. Don’t give employees clear instructions.
Your employees aren’t mind readers! If you want dishes prepared a certain way or tables arranged just so, you have to tell them. Clear instructions will save time and hassle.
8. Keep employees who are dead weight.
Is an employee lazy, constantly late, or just a bad worker? It’s your job as a manager to keep the restaurant running smoothly, and you can’t do that if you keep employees who don’t do their jobs.
9. Be a stickler about the rules.
Yes, it’s good to have rules, but realize that you can’t be strict all the time. Occasionally, it’s in your best interest to bend the rules for a customer if it will make them happy (and if it isn’t too much of an inconvenience).
10. Ignore problems.
A leaky faucet? An underselling menu item? Employees who just don’t get along? Broken equipment? These problems shouldn’t just be swept under the rug. If you ignore them, they’ll just hurt you more in the long run.