Empowering Employees for Quick Service Restaurant Success

“He who is not everyday conquering some fear has not learned the secret of life." -Ralph Waldo Emerson

In life, you have two options: you can live fearfully or you can live powerfully. This fundamental choice influences every decision we make, including how we manage and empower our employees in a quick service restaurant (QSR) setting. Are your employees making decisions from a position of power or from a position of fear? This question is crucial not only for personal growth but also for the success of your restaurant.

Power vs. Fear: The Core of Decision Making

Imagine you are flying a plane for the first time. If you're doing it from a position of fear, every turbulence will make you question your abilities, and every unexpected event will seem like a catastrophe. On the other hand, if you fly from a position of power, you remain calm and composed, navigating challenges with confidence and making informed decisions. Your instructor or Co-Pilot empowers you by his tone of voice, the words they use, and their body language.

This analogy is directly applicable to managing employees in a QSR environment. When you teach and support your employees, you empower them to handle their roles effectively. Conversely, if you throw them overboard without proper training and support, you're setting them up for failure, driven by fear and uncertainty.

The First Interview: Turning Fear into Power

It all starts with the first interview. The potential employee will likely be fearful, unsure of what to expect, and anxious about making a good impression. As an interviewer, your role is to transform that fear into a sense of power and confidence.

Begin the interview with a warm, welcoming tone. Use positive body language and open-ended questions that encourage the candidate to express themselves. For example, instead of asking, "Do you have experience in a fast-paced environment?" you could say, "Can you share a time when you successfully managed a busy situation?" This approach not only puts the candidate at ease but also gives them the power to highlight their strengths.

Speak at the interviewee’s level, meaning if they come in wearing a Chicago Cubs Baseball cap open up the conversation with that interest. Hot take: Managers are not spending enough time with the development of employees, getting to learn their interests, goals, and dreams. As a manager, you can make a massive impact on an employee’s life. It all starts with empowering your employees!

Teaching and Supporting: The Key to Empowerment

Empowering your employees starts with thorough training and continuous support. Just like a pilot who undergoes extensive training before taking to the skies, your employees need to feel prepared and confident in their roles.

Invest time in comprehensive onboarding processes. Pair new employees with experienced mentors who can guide them through the initial stages of their job. Provide regular feedback and opportunities for professional development. When employees feel supported and valued, they are more likely to perform at their best, contributing to the overall success of your restaurant. Employee empowerment leads to an enhanced food & guest experience.

Steve Wynn discussing the key to his success with his employees.

Adapting to Diversity: The Hallmark of Great Management

The QSR industry is diverse, with employees and customers from various ethnicities and generations. A key to a successful restaurant is great management that can adapt to the needs of this diverse workforce.

Effective managers understand that each employee brings unique strengths and perspectives. They create an inclusive environment where everyone feels valued and respected. This includes being culturally sensitive and open to different ways of thinking and working.

For instance, understanding that different generations may have varying communication preferences can enhance workplace harmony. Younger employees might prefer digital communication, while older employees might value face-to-face interactions. By adapting your management style to meet these diverse needs, you empower all employees to contribute meaningfully to the team.

Building a Culture of Empowerment

Empowering employees is not a one-time event but a continuous effort that involves building a culture of empowerment. This culture starts from the top and permeates every level of the organization.

Leaders must model the behavior they wish to see in their employees. This includes showing trust, providing opportunities for growth, and recognizing and rewarding achievements. Encourage open communication where employees feel safe to share their ideas and concerns. By fostering a culture of empowerment, you create a positive work environment that motivates employees to excel.

Conclusion

In conclusion, empowering employees is a vital strategy for achieving success in the QSR industry. By making decisions from a position of power rather than fear, providing thorough training and support, adapting to the needs of a diverse workforce, and building a culture of empowerment, you set the stage for a thriving restaurant. Remember, the key to a successful restaurant lies not only in the quality of your food but also in the strength and empowerment of your team.