It all started with a call from someone in the office, “Hey Rich. One of your customers just called me with a problem and I have no idea what she’s talking about but I want to help her. Can you help me?” I was dumbstruck. How had one of my customers had to go all [...]
This looks like an x-files post but it isn’t. While training today I kept telling the trainee (a multi-store supervisor promoted up from a single-store manager) that he didn’t know his employees yet he was going to be relying on them to get things for him and do things for him and that his name [...]
Today I started training a new supervisor type. He’s not a new employee. He’s been manager longer than I was before I was promoted to supervisor. He’s got a lot of potential. I tried to get him promoted two years ago, but there wasn’t room for him until now. I also have enjoyed having him [...]
Mike Sigers over on Simplenomics asks the question, “Can A Restaurant Hostess Cause Bankruptcy?” He goes on to explain with a story of a front-liner from hell who could be any front-liner in any business.
Front-liners are those people we put out there between the world and our business. They’re the sales associates, counter jockeys, cash-wrap-riders, [...]
