There are a variety of rules in our family. Rules that embrace acting with empathy, kindness, and temperance in a world that leads us to believe it needs more. Regardless of the age of our children, they learn to apply these traits with action, reflection, and forgiveness. In preparation for their teenage years, day-to-day events allowed us to work on these chivalrous attributes and strive to master them. When a child turns 15, it is time for public application. Sorry, you must work in the service industry.
The service industry, in our case, is restaurants. This on-the-job training allows our children to apply their skills and hone through repetition. Welcome to the big leagues kiddos.
Applying lessons learned from the service industry
Before I began my career in manufacturing, I worked in the restaurant business for almost seven years. My mentor was a leader named Jennifer Blake. Through repetition, I learned more about life, people, and processes than any collection of classes in school. Reflecting on it now, I want to share my top 10 lessons learned in the restaurant business and how they apply to a career in manufacturing.
Top 10 lessons learned from the restaurant industry applicable to manufacturing
Eat shit - In a macro sense, you are going to have bad days, we all do. Don’t let these bad days start tomorrow off badly.
Love the process - Don’t become obsessed with perfection as an outcome or strive to become a perfectionist. Instead, embrace perfecting the process and always realize you can improve.
Don’t be a snob - You think that just because you have been in the position for five years, you have earned the best-paying tables on each shift? So, you think you are too good to help roll the silver? Move on.
Starting over is okay - In a micro sense, just because you had a crappy table, don’t let it affect how you approach the next. Good. Learn from it. The next table may need you more than you need them.
Be humble when you realize you did something good - Have you had that one patron that was overwhelmingly easy? Then you look at the tip, and they tipped you 100% on a $50 bill. Sometimes, people will be more grateful when you subconsciously pay forward.
Kindness is not a weakness - Simply caring about what people want is an art. Sometimes, people want a discussion. Other times, people want to be just left alone. In both situations, learn to read the table and act with kindness.
Experiment with the platforms - Try different things. Try other ways to greet. Try different ways to explain the best drink on the menu. Or, practice explaining which dish should be avoided if you want to leave room for dessert. Be deliberate with experimentation.
Curiosity is a craft - Be curious by learning how to do it. How is your evening going so far tonight? What are your plans for after dinner? As guests share their stories and opinions, they can feel more comfortable and connected with their environment.
Learn how to say corner - Be observant of your surroundings. When you become complacent the team will lose and a tray of dishes will meet their death on the kitchen floor.
Respect the kitchen - OpEmpathy is rooted in operational empathy, or prioritizing your mindset and behavior to increase the effectiveness within the operations. If you can’t make dinner right, you will not be in business. Serving is not the business you sell. You sell a product, and you need to prioritize those making the product so that you can enhance it with the service.
These are my ten rules learned in the service industry and then applied in manufacturing. You may have a few different ones, but I feel confident we are mutually close.
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