Tips for hiring the most challenging job in retail

district manager people Jun 21, 2021

I remember back in 2004, I had 63 restaurants in three states, and seven district managers under my responsibility as a Corporate Operations Director for an S&P 500 global franchise organization. The region was underperforming, so we took over and implemented systems and processes to improve and elevate the area.

When the first vacancy in the district manager position opened, we had difficulties finding the right person because this is the most challenging job in our industry. Why? Having this job takes a lot, both physically and emotionally. Think about it! On one hand, the position implies the management of multiple units, which is no walk in the park.

It’s not the same to manage and supervise one unit and work with only your team every day, with a clear schedule, clocking in and clocking out, than to oversee multiple units. Many the times, these locations are far away from each other, and each store has specific needs and challenges, as well as diverse groups of people...

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My Restaurant Manager Was Shot!

people safety Sep 15, 2017

Having one of your people shot in an in-store robbery gone terribly wrong is not something you ever expect. But it happened to me!

It was my second week of training as the new Director of Operations of a very well-known QSR brand, and, like all new external hire leaders, I was going through the traditional brand operations orientation at a training store.

When I started that day, I had no idea that I was going to wind up outside the hospital’s intensive care unit waiting to hear how my manager was doing – a manager I had not met and whose name I heard that day for the first time. I hadn’t even “officially” taken over the region but there I was, standing outside the hospital emergency room hoping that this manager was going to make it and thinking about what I needed to do to make sure that this never happened again. Not on my watch!

Many things went wrong that day. There was a breach of safety, a bad guy decided to do the wrong thing and...

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I Love Millennials in the Food Industry!

people Sep 06, 2017

I think that millennials are perfect for our industry.  I know that many people may think that I am crazy or that maybe I don’t know enough millennials to understand how terrible it is.  I have heard so many complaints about them that I do understand your pain.  I have to say that I also know millennials very well.  Not only have I worked with them, my franchisee clients have lots of them and I even have three of them at home.  One of them is 22 and I have 17 year-old twins.  All three of them are part of the American workforce and two of them in the food industry.  Not only do I love spending time with them but their friends think that I am “cool”.  A couple of days ago my 22 year old daughter asked me to go to go to lunch with one of the friends that she is considering being roomates with.  Yesterday my 17 year old son asked if I would play a board game with him and his two buddies and my daughter likes to bring her...

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There is a Staffing Crisis in the Food Industry

people Sep 02, 2017

If you look around, there are a lot of “HIRING NOW” signs in just about every restaurant and food franchise.  It is a contradiction to the reported levels of unemployment in the country.  So, why is it that if there is so much unemployment we are consistently so short-staffed?

There are 2 problems:

  1. Business leaders do not address the job of recruiting, interviewing, hiring and on-boarding their team in the same consistent, methodical and committed way in which they execute the operations of their business.  As a matter of fact, the important job of “finding the right people” is all too often delegated to people that don’t have the training, tools or experience in doing it right, and they just hire the first body that comes through the door to fill-up an application and then proceed to throw them in the fire (put them to work) as quickly as possible with very little training or guidance.
  2. Once those poor people are in the organization...
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