21
Nov
Nov
The Platinum Triangle
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I can’t take complete credit for this, in fact, little at all. I had it explained to me by a mentor of mine long
ago. It just stuck, and I’ve been using and abusing it ever since.
GUEST
COMPANY EMPLOYEE
Try to imagine an equilateral (evenly sided) triangle, despite my limited skills. Each
side is represented by the three entities that an operations/unit manager must satisfy.
side is represented by the three entities that an operations/unit manager must satisfy.
Here’s the purpose of this exercise: EVERY DECISION made, from morning
coffee to locking up at night, MUST be made with the maximum effort to keep these
three in balance. One cannot make a decision regarding one side at another’s
expense. The question must always be asked: “How does this decision affect the
coffee to locking up at night, MUST be made with the maximum effort to keep these
three in balance. One cannot make a decision regarding one side at another’s
expense. The question must always be asked: “How does this decision affect the
other two?”
Example
Many better managers instinctively, intuitively and subconsciously consider these
aspects of the problem solving sequence without ever having visualized it before.
You don’t take away from another side when you expand the influence of any side,
you affect it. Here are some examples, and the consequences to the other sides:
aspects of the problem solving sequence without ever having visualized it before.
You don’t take away from another side when you expand the influence of any side,
you affect it. Here are some examples, and the consequences to the other sides:
Employee Jill and the night server/kitchen crews want to be permitted to wear facial
jewelry while they work. They’d feel more comfortable “being themselves”.
Guest seniors are appalled and scared of individual that would mutilate themselves
for the sake of current “fashion”, and will opt to go to your competition- forever.
Company not only loses their senior segment, but now has a policy consistency
problem for all of it’s units.
jewelry while they work. They’d feel more comfortable “being themselves”.
Guest seniors are appalled and scared of individual that would mutilate themselves
for the sake of current “fashion”, and will opt to go to your competition- forever.
Company not only loses their senior segment, but now has a policy consistency
problem for all of it’s units.
Restaurant Management
suggest that you begin mandatory half hour breaks for all
employees working more than four hours to cut labor costs.
Employees lose wages and tips, and are forced to pick up their workload to cover
breaks for co-workers during peak shifts. Morale dips.
Guests are waiting longer for orders and experiencing breaks in the service due to
missing employees. Service “isn’t what it used to be!”
Scenario
Guest party of eight wants to bring in a two bottles of Grandpa’s favorite wine for
his 80th birthday dinner, just this one time, in your establishment.
Company loses drink revenue, and may be at risk for violating state liquor laws.
Employee Susan the server loses tip revenue, and has other guests why they can’t
bring a six of Samuel Adams next time because it would cost less.
In each case, the other two sides are negatively affected by the desire/need of
another side. I must mention that the answer isn’t always “no” to requests – it may
be a positive response if there are benefits to all (with an extra side of common
sense, of course). It may be a situation for diplomacy and compromise as well.
One must be aware of the negotiating skills of the presenter, and always play devil’s
advocate. The manager has to be the defender of those either not in attendance or
without a voice.
Restaurant Decision Makeing is but one of the many skills involved with management of a
business. Planning, hiring, discipline and marketing have their own unique
applications of the triangle. The common denominator is that the balance must be
kept, the consideration of all sides is imperative.
business. Planning, hiring, discipline and marketing have their own unique
applications of the triangle. The common denominator is that the balance must be
kept, the consideration of all sides is imperative.
I used to keep a small, labeled triangle posted near my office desk, and throw a
glance at it when confronted with choices to be made. Even the smallest of
requests: “Can I go outside for a smoke break?” warranted a quick eye to my
noteboard, prompting replies like “who is watching your station?”, “has every table
been bussed?” and “have you banked out with the bartender yet?”
glance at it when confronted with choices to be made. Even the smallest of
requests: “Can I go outside for a smoke break?” warranted a quick eye to my
noteboard, prompting replies like “who is watching your station?”, “has every table
been bussed?” and “have you banked out with the bartender yet?”
We are bombarded with questions throughout our working day. Most of these
questions are born of self interest/gain. Sometimes, it’s a decision to act that has to
be made, not an answer. “We’re out of the Lemon Sole for the buffet, can I just put
some Fried onion rings in it’s place?” The correct answer is to get out of your
chair and look for the fish. The employee is not properly motivated to really look
that hard for an item that involves more effort to prepare. They may have even laid
in wait for you to be too busy to look for yourself.
questions are born of self interest/gain. Sometimes, it’s a decision to act that has to
be made, not an answer. “We’re out of the Lemon Sole for the buffet, can I just put
some Fried onion rings in it’s place?” The correct answer is to get out of your
chair and look for the fish. The employee is not properly motivated to really look
that hard for an item that involves more effort to prepare. They may have even laid
in wait for you to be too busy to look for yourself.
Backwards Triangle
Work the triangle backwards sometimes. You would do that if a cashier was short
$20.00 every day, why not use the same thinking to solve other dilemmas? If one
side is being affected, is there someone who gains by it?
$20.00 every day, why not use the same thinking to solve other dilemmas? If one
side is being affected, is there someone who gains by it?
Once you are comfortable organizing your decision making process this way, you
will recognize it in others. My guess is that they’re regarded as an achiever too.
will recognize it in others. My guess is that they’re regarded as an achiever too.
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