How do you deal with an unresponsive staff?

[Jim]

I find myself frequently frustrated by working with a staff that doesn't seem to care. Specifically, I take it personally when poor product is served or lackluster service is evident, yet nobody takes the outcome seriously. My excuse has always been that I set myself up by elevating expectations. However, I can't imagine that much can be accomplished without 'raising the bar'. Anybody else have this frustration or, more importantly, anybody overcome it?

Jim,
I understand and can identify with your frustration. I have worked with people who just don't seem to give a s___ whether their food is good or not. I have changed jobs before to overcome this problem. Fortunately, I made sous chef and can directly control what is produced. From the dishes being cleaned to the final plate going out to the guest. I used to try to show people how to improve, with some it was a success. The ones who wanted to improve, with others , well, some people just don't care. They just want to put in their shift and get paid. Those ones I don't even try to show, I just try to get rid of them.

I think the bottom line is guys...they have to be let go. I have what I feel are VERY high standards. NO finger prints on plates, no splatter marks from sauce, no sub standard quality foods...even if we have to not serve and item because of it. And dont even get me started on the cleaning list...right down to the mop room. The fact is that you cannot "teach" a person to care...they either do or they dont. I think it is unfair for anyone to expect someone to care about something just as much as you do, especially when it is your heart and soul that you are serving. I had a cook that I tried for months to steer in the right direction, and it just got worse...so I fired him. Yes, there are occasional success stories, but the percentages are low. No, firing is not always and answer to a "problem child" ,but if you dont succeed in changing the behavior, there are plenty of eager and "caring" individuals that are looking for jobs.

[Jim]

Chef Scott, I can appreciate your insight and, in most cases, I would agree. However, I do not work in an independent operation and termination is often something that is a long and arduous task. And, yes you can not teach someone to care... so now what is the answer? It is a tough predicament, but I am sure not a unique one. I guess what I am looking for is some management technique (that takes the food service industry into account) that will motivate/steer the 'marginal' worker.

[Pete]

I have been in just such a situation. I worked in a restaurant, in a company, that got all the long term employees that the smaller places couldn't afford anymore because of their high wages. These people knew that their jobs were safe no matter what they did, as long as they didn't down right break the rules. My whole staff had at least 8-10 yrs in the company. And the company wouldn't let me can them unless I had a really good reason. I turned everything into a game for them. Made cooking a competitive sport. Had contests, such as menu ideas for specials, in which they could win money. Money and competition are what motivate these people. It worked for awhile, until I got the **** out of there and into a better place. Unfortunately, many cooks are in this business to make money and that's it so play to their level to raise them to yours. It can work if you are stuck with these people.

[ChefRon]

I agree with the last post. I think the problem is related to society as a whole these days: "what's in it for me", that immediate gratification thing. My wife owns a day care and cares for the children of 23 separate families. Of these 23, not one has a father who lives at home. Most have never met their dads! These kids are growing up into adults that have no respect for authority and no understanding of discipline. For them, actions do not have consequences. I hate to say it, but get used to it guys. As a nation we have sowed our seeds and are about to reap what we have sowed.

Well...Chef Ron, I think you are taking this a little over the top. I agree that most people these days have the "whats in it for me" attitude, and yes there are problems arising from the lack of discipline and respect that is not taught at home, but I think the original question here is how to handle problem employees.

As for you Jim, I can relate to this also. When you are dealing with unions and houses with seniority rules, etc...terminating someone can seem almost impossible. And like I said before...I do not believe that someone screws up, that termination is the answer. I have a tremendous amount of patience when it comes to things like this. Most of the time, all you can do is counsel them, and try to figure out what is wrong, and why they dont care. I have found that sometimes simply talking with a person, like a person, and as a person, helps a lot. Get under thier skin, and into thier mind. Find out WHY they dont care or dont seem to want to do thier job. Money is a cop out. If you CARE about your employees and treat them like human beings, you are guaranteed to get better results and more loyalty out of them. Motivation by money, games, or whatever is only temporary. Relationships are much stronger and much more reliable. You have to have the problem before you can find a solution.

[Jim]

Thanks for all of your input! I am attempting a combination of the suggestions mentioned. Specifically, I am 'picking my battles' as not to not be the 'tyrant boss.' I am, however, suggesting, pointing-out and otherwise recommending techniques to improve productivity & output. I'll keep you posted... or I'll post my resume... just kidding! Again, thanks!!

Try these it may help(i hope).
I have simply said to some" don't you want to be proud of what you do?" That one has worked with chefs. Otherwise i was in charge at a restaurant and had problems keeping good staff. The way i solved it was not easy or the nicest (but **** you can't be nice all the time). I starrted to be very tough on the bad staff. Sitting over there shoulders and correcting there mistakes right away. The reason i did that was that the owner didn't let me fire because a lot of th estaff was friends kids etc.. either they would quit because they couldn't handle me or they improved to be great workers. I know that it works because after i quit to more on the place has gone downhill. I hope you can have the same succes as i had with this because noone likes to work with a s--t staff.

This has always been a great time to stay "cool" in the kitchen. I may have an idealistic approach here but bare with me. When just 22 and teh youngest EC Motorola had I was faced with the challenge of formerly being an active duty Marine and trying to widdle a small niche in civilian work ethic. YOW! Well the first thing I did was try and bully my way around, then did what came naturally for some strange reason. I took the "teacher" route.
Patience, discipline, tough love and a good example set worked. Want them to perform? You have to perform! (checks on time etc.) Find out what drives them and ask questions like, what do you want to be in a year? Suggest that they act as they are already in that postition etc. Explain that it is easy for managers to give promotions to people whoa already fit the role. The most important thing I learned from a wonderful V.P. of a major management company is: let them know they are entitled to the air they breath and nothing more! They have to EARN the rest!!!! Some day our great nation will be of that complete mentality, that we earn what we get, and it is not automatic! Lead them and they will follow, show them and they will learn, teach them and you have given them a great gift. If nothing here works, (paper trail 'em)!
Peace brothers and sisters....

One last thought here team, we collectively have to get a vision out there that this is a very desirable industry and there are many young, energetic and talented professionals waiting for a good position. Once you raise the bar in a kitchen, (do it with written memos here folks) there is a pretty clear path that people will take. Either they will take the High Road to success or the road that leads out the loading dock! Just watch and make sure they do not grab a PSMO on the way out!!!!


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