Hey there— Alex here,
Tough conversations happen all the time in the restaurant industry.
A chat with an angry guest can be really intense. Confronting a team member who has fallen behind in progress or become passive aggressive is never easy.
Getting ahead of the issue is always going to be the best practice, and if you don’t confront these problems head-on, then you start to build on a bad foundation.
Communication is hard enough. Dealing with complex emotions that we create as humans can make running a business or our lives very stressful. It’s best to get in-front of any problem you have right away and try to squash it. Without judgment or ego.
It’s okay to be wrong sometimes; we just have to make it right as soon as possible. A lot of the time, people just want to be heard, seen, and understood.
Talking through those things right away without getting defensive is the only way things can be resolved. In a restaurant or outside of it.
“People almost never change without first feeling understood.”
Douglas Stone
