Episode 311 - Leadership at the Counter

in real time. It's kind of like getting a front row seat to everyday leadership and action, the kind that isn't polished for a conference or prepared for a presentation. It's leadership on the front lines during lunch rushes, behind counters,

and in drive through lanes. So in my mind, I have a simple, yet powerful leadership and efficiency scorecard that looks at the operation across five key areas leadership and management, team efficiency, in workflow, customer experience, crisis handling, in overall performance. So first up, as leadership and management. I love to

watch for visible leadership. Is there a manager out front with their team or are they hiding in the office completely disconnected from the reality of what's happening in the front of the house. Are they giving clear direction to employees, seem comfortable approaching them? Are they solving problems quickly and professionally? And how is their temperament, their appearance, their confidence. Number two is team efficiency and workflow. Here I pay attention

to how the team flows together. Are they coordinated or is everyone doing their own thing? Do they move with purpose or bump into each other when it gets busy? Do they adapt or does chaos take over? Is one person doing the bulk of the work while someone else is off to the side on their phone. Number three is customer experience. First impressions matter. I look for friendly greetings, clean dining areas, and respectful service. How do the employees

treat customers? And when I leave does the experience feel complete or unfinished? Number four is crisis handling. Every restaurant has its moments burn fries, upset customers, machines breaking down, or servers dropping a plate of food or spilling a drink. This is when true leadership shows up. How does the team handle the unexpected? Do they freeze or take control? Does the mess stay on the floor or does someone quickly arrive with a mop and a broom. Number five

is overall performance. Would I come back based on the experience that I had, not just for the food, but for how the team made me feel? That question matters more than many leaders think. So I've been doing this for a long time. I love business all kinds, it doesn't matter the industry. I strongly believe that there are leadership lessons everywhere you look. Restaurants are a prime example

of this. This is why in my first book, I made sure that part of the daily Leadership Challenge was to remind you to get out there and study other businesses and study other leaders. You will learn key lessons if you pay attention to them, because they are everywhere. And you can ask everyone on my leadership team what

going to lunch is like with me? They will laugh and say he picks up on every consistent detail and makes it a point to try and incorporate that into our business and into our leadership toolkit to become better and more efficient. Things like the world famous my pleasure from the staff at Chick fil A to the always consistent crease and twist that is in every Jersey Mike's

sub bag. It's the small things that are taught to employees on day one that ensure your culture and your promise will be kept in good hands for your customers. But it all starts with leadership. So this scorecard thing that I do, in my mind, isn't just for restaurant managers. It's for all of us. Every workplace is a version

of this environment. Teams, timelines, customer needs and pressure. The lessons you learned sitting quietly with a cup of coffee and a can be applied to retail teams, hospitals, offices, startups, you name it. Maybe in a future episode, I'll share what I observe, what worked, what failed. Most importantly, what any leader can learn from watching everyday operations in places that most of us visit without a second thought. Until then, I challenge you go sit somewhere quietly and observe, not

as a critic, but as a student of leadership. This has been the seven minute Leadership Podcast, and I thank you for listening.