Enter The Holidays

It's that wonderful time of year again where you spend all of your money and get footed pajamas in return. I thought we should talk about the two most important entities to you at this time (besides your families)— those would be your employees and your customers. All deserve your undivided attention, and that’s what makes it particularly tough. But, you have to do it or you might not even get the pajamas.

So, let’s start with your management and crew.

At this most joyous time of year, you have to be aware of the time constraints of your employees and cut them some slack. They have the same obligations of gift buying, social requirements, decorating, and all the other wonderful activities the season brings that you do. You might have to be a little more flexible in scheduling hours and even days to work. There are several different holidays going on as a variety of cultures celebrate their respective observances. You have to be mindful of these dates and adjust for the crew’s needs. It’s more work, but your employees will appreciate and respect your concern.

One thing I have seen work very well with employees is a holiday party on your closed night or slow time. Celebrate the success of your business with your own State of the Restaurant address that lets them know what is going on and how they fit in. Be open and honest in your assessment of the past year, but be as positive as possible. Tell them what your goals are for the next year and how they fit in. Maybe even assign specific goals to certain crew members to give them ownership, with a possible bonus involved. For example, the drive-thru crew gets the goal of shaving seconds off the average service time, or the cleanup crew has the bar set at achieving a cleaner restaurant. Maybe you can institute a customer satisfaction card that allows guests to name a crew person who has done something above the call of duty.

At the party, announce the Employee of the Year and celebrate what that person has done to earn the honor. Invite your suppliers to the party and thank them for all their help and service during the past year. And then, announce the Supplier of the Year with an award. Most important, allow time for your employees and suppliers to get to know each other. If your crew is heavy on teens, invite their parents to the party, especially the award winners. Nothing but good can come from parents, teens, and you having friendly interaction.

Introduce your family to everyone. It makes you human and allows for a more personal interaction between you and your crew. Hey, you have kids and a boss, too. Your employees will work harder for you if they perceive you as a person with aspirations, problems, and a sense of humor.

Give tours of the restaurant, especially if your employees are relegated to certain stations and don’t see how the rest of the restaurant runs. Let people try out other stations, especially the parents, so they learn how hard their kids are really working. You might find the next great grill person is currently running fries. Also, let your people demonstrate their techniques to their peers.

Let your people with special talents entertain. Go ahead play an instrument, sing a song, show artwork, read a poem.

Most of all make yourself available throughout the evening. I can’t stress the importance of communicating with your people now and throughout the year. You will head off the problems before they can ever occur.

And, as the evening closes, give everyone a small gift to remember the experience. Anything will do, even a flower. It truly is the thought that counts. And, wish them all a peaceful New Year.

And now, what do we do for your customers? Some ideas:

• Be convenient for them. If you have a gift certificate program, emphasize it. If you don’t, start one—they make great stocking stuffers. And it is found money during the Ides of January.
• Make your store holiday headquarters. Make it the respite of weary shoppers. Really ramp up your service and courtesy; folks need it.
• Have a treasure chest for kids, with little gifts, and a couple of big ones, like bikes.
• Put on a holiday fashion show with a local clothing store.
• Do a grandparents lunch with the grandchildren. Make Grandma and Grandpa the star.
• If it fits, put up a tree, and let people bring an ornament for a free drink. Encourage cross-cultural decoration.
• Host a concert from the local elementary or high school.
• Have one of your crew read a chapter from A Christmas Carol each night until the book is finished. That encourages lots of repeat business.
• Have a special holiday menu, renaming your food with holiday names. In fact, start now with a naming contest. I can hardly wait for a holiday name for Big Mac.
• If you have a customer database, send a card with a gift.
• Above all, have fun in the restaurant even if you can only afford a few decorations. Customers appreciate any action, however small.

It should go without saying, but: Don’t forget your family in the middle of all the excitement. They are the reason you are doing what you’re doing.

I didn’t want to close the year without thanking my family—Kate, Latte, Cowboy, Hubcap, and Moiya. Without you guys, I’m not sure where I would be in life. Oh yes, thanks to my almost new family, the Launders, for all their love and support.

A peaceful New Year and the happiest of trails.