Ever been to a restaurant where everyone seems to be running their socks off, sweat pouring down their brows and steam rising from their team t-shirts, and yet the level of service is slow and messy? Or perhaps you've managed a shift like this (I know I’ve had a few in my time?) Restaurants are unpredictable beasts and we can all get caught out at times. Sudden spikes in trade for no apparent reason can cause havoc for anyone. But what about those shifts where the labour budget is not to blame, and for some reason, despite everyones best efforts it all goes a bit wrong? Welcome to the Hop Guide to Front of House Productivity.
So I want us to think about productivity in two ways. Firstly the productivity of the whole team. The group output from all the individuals combined. And secondly the individual productivity. How productive each team member is.
Now you may think, the more productive the individuals are, the more productive the team will be. Not quite, it’s a little more complicated. The key thing we’re looking for is ‘Equal Productivity’. If all your employees are equally productive and working at a similar rate (their work rate) then the overall productivity for the restaurant will be good. You can see the graph below.
Pretty obvious, right? Ok, but what happens if just one member of my team decides to slack off a bit. If you’ve got a good team they will usually pick up the slack. Their work rates go up, perhaps service suffers a little, but overall productivity of the restaurant goes down only slightly.
If this is just a one off it’s not such a big problem. However, if it starts to become a regular thing, the rest of the team will start to notice and the sense of cohesion and team work will start to erode, “Why should I help him if he doesn’t help me?” What you end up with is six individual servers only interested in their own sections. If it’s not busy, it’s not too noticeable, perhaps guests will pick up on the negative energy, but productivity isn’t affected too much.
However, once it get’s busy, disaster strikes. Because the team is divided and the servers have become used to working on their own, they can longer generate the Team Productivity needed for the volume of trade. Individual work rate soars but Team Productivity is low.
All because one person in the team started to slack off a bit. I hope you’re getting the point now. It is far more important for everyone to be working at the same rate, being equally productive, than it is for a few to be doing the majority of the leg work. It only takes one person to upset the balance.
Teams where individuals are working at different levels of productivity don’t last long. It’s the quickest way to upset employees and can be a nightmare, not to mention costly to fix. The key is spotting it early - that means even on quiet shifts. You need to notice the behaviour, then stop it, before it becomes habitual.
So remember, every time a server is not pulling their weight they are starting to create conflict within the team. If that carries on, it will divide the team, which in turn, will have a devastating effect on your business and your employees.