Management by Cartooning

[hobie16]

This was written by Scott Adams, the creator of Dilbert.

The other day I was in a restaurant and saw a sign advertising "Sliders Fridays." From what I gathered, they offered a deep discount on tiny hamburgers, called sliders, on Friday nights. The interesting thing about this discovery is that I own the restaurant and it's the first I knew of it. (Stacey's at Waterford: http://www.eatatstaceys.com)

I don't just own the restaurant. I also manage it, although I use that term loosely. I've taken the concept of hands-off management to the next level. Most of the time I have no idea what the staff is up to. They organize customer events, execute marketing ideas, hire and fire, change the menu, and pretty much anything else they want. I only get involved if there is a largish expense that needs to be approved. I see the financials daily, by e-mail, but I'm mostly about the bottom line.

As a well-known critic of managers, I painted a big red bulls eye on my back when I started managing the restaurant. For the first year I was involved in the details somewhat, but primarily to establish an operating culture. I wanted to give them lots of flexibility to try new things, and even more freedom to fail. And I wanted them to feel like it was their own business.

I'm lucky because I have exceptional managers, with lots of experience, who appreciate the freedom they are getting. I think freedom partly compensates for the fact that restaurant pay isn't the best. It's a luxury not having your boss breathing down your neck. Apparently something is working because the restaurant quality is better than it has ever been, and January revenues were slightly up from last year despite the tanking economy. I'd love to take credit for that, but lately all I do is eat there.

The principles I tried to establish with the staff early on, that seemed to have stuck, include these:

1. Have fun. Loosen up.
2. Try something new. Often. Keep whatever works.
3. No penalty for a new idea failing. Trying is the thing.
4. Employees are more important than customers.
5. Stop asking Scott for approval. Just do it.
6. Managers get to see the financials.
7. Being a jerk to coworkers is grounds for termination.
8. Do whatever seems smart and fair to make customers happy.
9. Watch the competition closely and borrow their best ideas.

It probably helps that the staff realizes that getting another job these days is a dicey proposition, and they all want to make sure the restaurant stays in business. When someone doesn't pull their weight, the staff weeds them out on their own, either directly or indirectly.

It's a fascinating exercise. Obviously it only works if you have the right people in key positions. But so far, so good.

[Doctor McKey]

The principles I tried to establish with the staff early on, that seemed to have stuck, include these:

1. Have fun. Loosen up.
2. Try something new. Often. Keep whatever works.
3. No penalty for a new idea failing. Trying is the thing.
4. Employees are more important than customers.
5. Stop asking Scott for approval. Just do it.
6. Managers get to see the financials.
7. Being a jerk to coworkers is grounds for termination.
8. Do whatever seems smart and fair to make customers happy.
9. Watch the competition closely and borrow their best ideas.

This was my bible when i managed. The most important ones on the entire list are #1, 2, 3, 4, 8. When i ,managed a small sub franchies, I told all my co-workers ( and yes they where co-workers.. i was NOT their boss... I was equal to them with the exception of when it came time to be the manager. I never asked them to do something that I was unwilling to do. )try one thing from the menu everyday. Just like the old saying... Never trust a skinny chef.. the same can go for wait staff / counter help that cant describe what our food is like.... Not tastes like... but the sensation that one gets from eating that item.

I always asked my staff to be creative when i managed a concession at a theme park in Virginia... I had one person below me and one person above me in the food chain their... but the guy who owned the stand had no clue on how to manage the place.. I landed the job because he wanted to be able to go to the onsite pub and drink leaving me to be the artist, manager, and sales rep.

Unfortunately for us here at TWDC, Eisner killed all levels of creativity when it comes to the castmembers. His many years of distruction to the company has caused a ripple effect that is leaving Iger a tough time to repair. He is starting it off right and getting rid of un-needed positions, cutting wastfull costs, and now putting the right people in charge. Iger has pulled all of the heads of the diffrent areas of the comapny and told them that he has no intrest in being a micro manager like the former CEO, he wants them to manager their buesiness units the way they saw fit and report to him on how its working... He also stated that, if the number dont "jive" with what he is being told, then he will get involved and find someone who can do it right.

I hate to say this... but Iger will be the saving grace for this company as we know it. With any luck, we will have Walts legacy back over the next 10 to 15 years.


The Doctor

[techie-13]

I live near these restaurants (I'm in Dublin) and have driven past the Stacey's in Dublin many times but never been in. Now I'll have to drag Hubby there for a meal. I like supporting businesses that support their employees.

[hobie16]

I live near these restaurants (I'm in Dublin) and have driven past the Stacey's in Dublin many times but never been in. Now I'll have to drag Hubby there for a meal. I like supporting businesses that support their employees.

Plus, Scott seems to be a decent guy.

[dazyhill]

If I'm ever up in that area,I'm going to that restaurant.The jokes on the menu are hilarious.
I like the rule about being a jerk to your co-workers is grounds for dismissal. Couldn't have that at Knott's. We wouldn't have any employees left.

[felinefan]

TRUE DAT!!!! Not to mention any managers left. I speak from experience. No, wait, we did have a few decent co-workers when I was there. I'm sure most by now have either quit or retired.