Re: “Drama” in the pizzeria… what to do about it
Okay, I’ll tell you how I handle things in my shop and maybe you might be able to find something you can take from it.
Firstly, and most importantly, it starts at the top… with me. I treat everyone professionally, with respect, and demand that from my crew. Yes, every now and then a little tiff will start to erupt but I quickly put out that fire by telling the “tiff starter”, "That does not happen in our shop. We are all adults and we will treat each other with respect. If you’ve got a problem with something someone is doing, you need to go to that person and talk to them about your problem and work out a solution for that problem. If you can’t come up with a solution then I’ll get involved and we’ll come up with a solution together.
Another big thing is the interview process. You’ve got to find the right crew that fits your style of management. I’m a control freak. I’m constantly talking to the crew during a shift (always saying “sir” and “ma’am” and “thank you” and “good job” to my people) as I direct the flow of the store. When I hire I look for bright people who (and trust me there’s some that don’t) have a desire to work hard and learn in an environment that’s conducive to learning.
In a rush environment, communication is always important and I’ve set a precedent in the store that’s followed religiously: pizza slapper always talks to saucer, saucer always talks to makeline, oven tender always grades pizzas and communicates this back to the production people. The delivery drivers know that the rule is one at a time unless otherwise specified by the manager in charge (which most times doubles ARE allowed… we just don’t want to run into problems with “delivery hogs”, as I’m sure most of you guys have a couple in each and every store).
The crew are always pushed to do the best job they can and they’re ALWAYS complimented on a job well done. This creates teamwork and they really feel they’re a part of a team… or even a 2nd family if you will.
We always have extra-curricular activities, such as parades, a Christmas party (last week), meetings, doorhanging parties, etc. I never tell anyone to do anything I wouldn’t do and I always ask for input on things that I might need help with. I’m also very straightforward when it comes to sales in the store, sales goals to be accomplished, and records that we’ve accomplished or potential records that we have a chance to accomplish. This creates an ownership by these guys and they thrive on it. They actually come up to me and ask if they can help with things.
I’m not saying I’m a great operator, and please don’t think I’m bragging because I know this post seems to come off that way. These were not original ideas that I’ve come up with. I’ve just been fortunate enough to have served under some pretty good managers in my career and these are the things that they taught me. I’ve given you examples because maybe some of these things can help you in your store.
So, always be positive. Always treat your people professionally and demand the same from your crew. Never talk about anyone and never let anyone talk about others. Ask for input when input is needed. Always, always make them feel like they’re a part of something special. And finally, in the interview process, make sure you hire the right people for you. Hope this helps. -J_r0kk