Shake It Up A Bit: Leadership Lessons From A Hamburger Joint

Posted here. Times are tough for managers. Some of your employees are being laid off while others are surreptitiously looking for new jobs. On top of that, a manager's own job may be in danger. Some management positions, however, are tough even in the best economic conditions. To be effective, these managers constantly need to focus on finding ways to create a motivating and productive workplace. Fast-food managers are definitely in this category, particularly given the uniforms that they and their employees have to wear. Here are some of the valuable lessons I've put to use throughout my management career: 1. A STRONG WORK ETHIC IS CONTAGIOUS. My fast-food job was only part-time, but for some people in my small town, working in fast-food provided their only income. One woman, Michelle, worked this job full-time, and she did it well. She also expected the rest of us to do it well. She had a productivity level that vastly exceeded any other employee: she was the Energizer Bunny long before it existed, and she always got the employee-of-the-month plaque, an honor that eluded the rest of us. My quiet-mannered boss recognized the inherent leadership skills that Michelle possessed, and by consistently recognizing Michelle's achievement, he made her the example that the rest of us wanted to follow. If there are people in your organization who are big producers, recognize them publicly. Reward them. Others on the team will notice that management expects and rewards high productivity. 2. CYNICISM IS SEDUCTIVE "“ AND DESTRUCTIVE. I learned this after I left fast-food to take my first job in a professional role. I was working among engineers and designers, and I believed that they were all incredibly smart. They were also incredibly negative. They were pessimistic about the work environment, their bosses, and life in general. At first I mistook this for the wisdom of my elders, since many of their gloomy prognostications came true. But after a while, I realized how much otherwise productive time was being wasted. They were willing to complain, but they rarely did anything to make their situation better. I found that I did not perform well in that environment, and I grew to hate it. This was such a contrast to my fast-food experience. The work was not exciting or glamorous, but I felt good about coming to work and spending time with my co-workers. I really took pride in working at a restaurant that people came back to over and over again. If your team is wallowing in negativity, it can spread to everyone. Keep a check on the climate in your team. If complaining has become the norm and if cynicism dominates your discussions, your team needs a dramatic change. Remember the aphorism: optimists get more done. 3. "YOU-VE GOT TIIME TO LEAN, YOU-VE GOT TIME TO CLEAN." This was our fast-food manager's mantra. The idea is simple; no matter what assignment you have, there will be times when you aren't busy with that assignment. So, if we were working the cash register and tempted to lean on the counter during a slow period, we couldn't relax and chat with our co-workers. There was always something else we could be doing; instead of leaning, we should be cleaning. This same expectation should exist in your workplace. Encourage your employees to use their "down time" to work on other projects, focus on their professional development, or help out their co-workers. Too often (especially now), this down time is used for worrying and speculating on worst-case scenarios. And absolutely nothing good comes from that. 4. SHAKE IT UP A BIT "“ ROTATE THE ROLES AND RESPONSIBILITIES OF YOUR EMPLOYEES. When you work in fast-food, you typically learn to work all of the stations, from running the cash register in the front to flipping burgers in the back. (I preferred the cash register so I could chat up the customers - go figure.) Shifting our work roles gave our manager a lot more flexibility with his workforce, and it allowed us as employees to better understand the jobs we didn't typically do. It also reduced the monotony that can accompany some of the jobs in a restaurant. In a professional environment, rotating employees makes good sense, too. It allows the employee to gain a much broader view of how the business runs, make better and more creative decisions, and thus make a stronger contribution. It also creates an environment for managers to discover innovations that may otherwise stay hidden. 5. EVEN THE TOP GUY REPORTS TO SOMEONE. The only time I saw my boss get really nervous was when the "corporate office" was coming to town. In fast-food, although the franchise may be run locally, the corporate team visits periodically to ensure that the corporate consistency is maintained from one restaurant to the next. During the preparation time for the corporate visit, I saw my boss worry, fret, prepare, feel like a failure, and (eventually) recover. Chances are your bosses are going through the same thing, especially when the business outlook is so uncertain. Support them, give them a friendly ear, and help them succeed when THEIR bosses need something. Your team is probably not as productive as it can be. Your leadership efforts, however, can help counter that, even (and perhaps especially) when the chips are down. Focus on recognizing your top contributors, encourage using downtime for self-development, and help your own boss succeed. And be grateful that you don't have to deal with dark brown polyester. Nancy McGuire President McGuire Consulting Group, Inc Chapel Hill, NC Phone : 919-967-3446 Fax : 919 942 7202