One of the things that technicians-turned-service-mangers-turned-trainers will discover is that once they’re in the training mode, they will notice things that they didn’t see before….things that help them better understand the process of training overall. I stumbled upon something recently that I didn’t know about training in the restaurant business. Take a look at the illustration below:
Can you guess what it is?
Unless you are familiar with Cracker Barrel restaurants, you probably can’t. But, if you’ve ever eaten at one of this chain’s locations, you may be able to figure this drawing out due to the reference to “Peg Game” near the left side of the illustration. And, if I explain further that the “7 and 8” numbers represent “spot/seat” and the two blank boxes to the right represent “Drink/Appetizer” and “Meal”, you might be able to guess what this partial illustration is representing. I say ‘partial’ because it’s a bit too large to show all of it here and make sure you can make out the important part of it, which are the numbered boxes, standing position and the circle.
What you’re looking at here is the bottom section of a page from the tablet you don’t pay much attention to when you are ordering in a restaurant. The entire page is numbered from 1 through 8, which means it’s designed to accommodate up to eight guests at a table. Note the “You Are Here” reference and the positioning of the feet. If you are the server, and you’re taking care of a table that has only two people, the diagram shows how you number the guests based on how you’re facing the table. And, if it’s, as they say in the restaurant business, a four-top, the illustration shows how to list the four guests there correctly. And, if a server is taking care of a table of eight…well, you get the idea.
So, what is all this about? It’s about preventing something that shouldn’t happen in a restaurant when the meals are being delivered. With this simple system, the server is not only training when they start work, but they have ready reference every time they approach a table (until it becomes a familiar habit). And, what is being prevented here is a server, or a server being helped by other servers in a situation where there are several guests, mixing up the delivery.
Think about it….you’re out for breakfast, lunch or dinner, and you place your order. Then, while you’re enjoying a conversation with your partners at the table, the food arrives, and the server sets your order down in front of somebody else, and what winds up in front of you is the order for somebody else, and….now, you’re not enjoying your experience at this restaurant.
However, with the graphic reminder at the bottom of the order ticket page, the odds of this happening are reduced, not only if your server is new on the job, but also if they have more experience, and they make it habit use the graphic they are so familiar with to keep themselves on track as far as not mixing up orders.
For a service manager who is tasked with maintaining a proactive in-house training program, the same idea applies. Presenting a training session is one thing….making sure that technicians have access to information they need in the field to keep them on track and doing the best job they can do is another.
Learn From Yesterday…Live For Today….Look Forward To Tomorrow