One thing I love about suburbia is Chick-Fil-A. Thankfully, one recently opened up near our house which has led to a trip 1-2 times per week. We are not the only ones hitting the new addition to the neighborhood. It is slaughtering my predominantly vegetarian diet. This place is always busy… except Sunday (of course).
During the last visit, I noticed something interesting. The manager was not sitting in an office watching the staff from behind glass. He was not at the register directly helping customers and ringing up sales. He was not behind the grill making food. I would like to say that this is a good thing.
So, where was the manager? He was focused on two things – his employees and his customers. He was actively involved in ensuring both of these parties were having a successful experience.
For the customers, he was greeting them, welcoming them to restaurant, and ensuring the experience was a clean and professional one. I watched the presumably highest paid employee empty the trash from bin to dumpster twice in less than 15 minutes. This was not merely a detail. It was important because it helps ensure the customers have a clean place and the remaining staff could also drive this mission behind the registers and grills and on the dining floor.
For the employees, he was not micro-managing. He was checking in repeatedly to see what if anything they needed – from additional change for registers to food for the grills to lemons for the their awesome diet lemonade. He wanted them to succeed at their mission of helping the customer and taking care of them. There were no excuses about rank or politics about position.
The lesson here is that good managers do the same. They pay attention to the employees and customers. They get the right people, give them the right tools, help where necessary, and know when to get the hell out of the way.