Anticipate Problems

Every time I speak to an industry leader who has a horrible day due to the POS system crashing during service, it makes me wonder why they aren’t more proactive in preparing for such an occasion.

In my favourite restaurant movie Dinner Rush with Danny Aiello, there is a scene where a sudden blackout in the restaurant is handled incredibly well by the staff. By storing long dinner candles in an accessible place where every staff member knew where to find them, they were able to respond quickly by placing lit candles on the bar and on every table throughout the restaurant to illuminate the room. In the same scene a regular quips, “They always make such a fuss every time I come here!”

All businesses encounter emergencies and yet successful operators are those who anticipate problems and provide solutions in advance. Be proactive by creating an operational system that handles all crisis scenarios and have your staff practice these drills over-and-over until it becomes second nature. Then you will avoid embarrassing situations and are always prepared to win over staff and guests.