What would be an example of going against a common belief?
In retail, in restaurants, everyone always says that the customer comes first, so the staff has to bend over backwards to do whatever the customer wants. There’s nothing wrong with this, but in many years of working with restaurant concepts and in management, I’ve adopted a different philosophy of who the customer is. There are two customers for any venture — the external customer who walks through the door and the internal customer you employ. My staff knows very well that they are my customers, as well. Management has to focus on the needs of the staff, making them feel respected, in order for the outside customer to reap the rewards of a prepared and engaged staff. If the staff is unhappy, they’ll deliver poorer service and quality because of a poor attitude. So essentially, the staff comes first, well before the customer ever arrives. You mentioned learning from mistakes. Would you give an example? I actually think one of the reasons why I’ve found success is that I’ve done a good
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