This Foodie Friday sees us trying to answer the all-important question about whether to tip on the pre- or post-tax amount of the check. I suppose in some ways this falls into the category of “is a hot dog a sandwich?” but it has practical implications for the people on the receiving end of those tips, your waitstaff.
The thought for this was put in my head by an ongoing column on The Takeout, called Ask The Salty Waitress. Rather than getting caught up in the philosophical arguments for and against tipping off the taxed amount, she does something that I have often urged people in business to do: look at the practical and not at the hypothetical. She takes us through the math of the financial implications of tipping each way. In the end, it amount s to a $2 difference in a high tax area on a $100 check. Her feeling – and mine – is that the $2 probably means a lot more to the tippee that to the person eating out in a nice place.
This happens in business all the time. I’ve seen dozens of times when a meeting devolves into a heated argument over something in a contract. Everyone is standing on their principles but neglecting the real world. Often, when you can get the meeting to focus on the actual differences of conceding a point and getting something done vs. standing on principle and prolonging the discussion, the actual differences are actually pretty insubstantial, like the $2 tip.
Call me a pragmatist or call me someone who prefers to spend his time on things that warrant it, but my first instinct is always to figure out what the real outcomes are. If the result of taking either path is to have you end up in pretty much the same place then I’m taking the path of least resistance. You?
One more bit of thinking today as Hurricane Florence approaches the Carolinas. While it’s easy to see the eye of the storm in the satellite photos, the message here on the ground is that there is no “I”. Let me explain and tell you why it’s relevant to your business as well.
Riding this thing out seems to be a communal effort here. My neighborhood has a closed Facebook group and it’s been overwhelmed with offers from neighbors offering to help one another with everything from cleaning up yard waste to clearing storm drains to fixing generators. There are constant reports of where there is bottled water or gas available to buy (both are hard to find) as stores’ stocks are replenished. In short, while everyone is looking after their own storm prep, they’re doing so with an eye to the community as a whole.
That’s something that gets lost in business sometimes. Each of us is very focused on our own success and we sometimes lose track of the whole. I don’t just mean the entire enterprise (how well is the business doing) but also of our co-workers (how well are the people doing). Too many of us are selfish. We spend time self-promoting. We try to climb over others on our way up the ladder, not recognizing that doing so creates the envy and resentment that can poison an organization.
The truth is that while of course business is competitive, at its best it’s also collaborative. You can’t succeed, either as an individual or as a business, without the trust and support of others.
We’ll get through this storm just as we did the last one. That, in part, will be due to good preparation and help from one another. As with the storms that happen in business, it’s much better than trying to ride it out alone, don’t you think?
I went to bed last night after watching my favorite weather forecaster give a rather dire outlook for this week. When I moved to North Carolina I opted for hurricanes over blizzards, I guess, and now it appears that one is headed right for us.
I ran out earlier to pick up a case of water bottles just in case the forecasts are accurate. The local Walmart had nary a bottle anywhere, and the long aisle of empty shelving reminded me that I wasn’t the only person who had this idea four days ahead of when this thing is supposed to pay us a visit. I’ve got lots of ice to hold the food and lots of wine to hold me so I think I’ll be fine.
On the drive home I thought to myself that it was pretty cool how everyone is going about their business and preparing. There weren’t any D batteries at Walmart either and there were lines at the gas stations I passed. People are trying, as we were constantly told in the Boy Scouts, to “be prepared.” Which leads me to today’s screed.
There is a hurricane headed for your business. It might not be on your radar yet or you may have red flags raised over your beaches, but you can rest assured that at some point a massive, devastating storm will hit you. The thing is that you need to have a disaster place in place and preparations made long before that time arrives. Was Chipotle ready for the massive e. coli outbreak? It almost destroyed them and they still haven’t recovered. What if the power grid fails for whatever reason and all of your refrigerated inventory must be thrown out? What’s the plan to deal with that and are there financial plans in place to recover?
You need a crisis response team and a disaster plan. Your key players from all your relevant business functions – operations, public relations, marketing, quality assurance, legal, etc. – have to have been briefed on the plan long before it’s executed. I’ve written before about how my organization’s web servers failed after 9/11 due to a lack of dust filters that forced the shutdown of the emergency power we were careful to have at our disposal. When the crisis had passed, we rewrote the disaster plan to account for yet another “just in case.”
Hurricanes happen. The question isn’t how to prevent hurricanes but how best to prepare and recover from any damage they cause when they do. I’m ready for this one. Are you?
According to a piece published by the BBC, scientists have found that goats are drawn to humans with happy facial expressions. There was a study done in which researchers showed goats pairs of photos of the same person, one of them featuring an angry expression, and the other a happy one. The goats overwhelmingly went to the picture of the happy face. They also spent more time examining the happy face photo (we social scientists might call that better engagement!).
Notwithstanding whatever application this has to working with goats, all I can say is DUH! Who among us walks into a bar and heads for the person with a scowl on their face when there are smiling people about? My grandmother would call them farbissinas – sour pusses – and it was about the worst thing she ever called anyone.
Happy people are better businesspeople. Happy people tend to be honest, they tend to be nice, they tend to cooperate, and I think they have more emotional intelligence. All of those things make for better team members. They play well in the sandbox with the other kids, which is one of the most important things I used to look for when hiring.
You can’t be happy if you hold on to grudges. By doing that you’re focusing on the past rather than on today. It’s hard to be happy if you worry about every little thing (sweating the small stuff) when you should be focusing on the things that matter and that you can control. There is nothing wrong with being detail-oriented (in fact, it’s a great trait!) but the details should pertain to those big things. Optimists are generally happy, even in the face of bad things happening. People who attack the problems that arise as challenges and not as…well…problems tend to be happy too.
All of those characteristics make up the kind of folks we should want on our teams. Maybe I’m more of an old goat, but I gravitate to happy people. You?
I’d like us to think about David and Goliath this Foodie Friday. In the food service world, there are a few Goliaths – McDonald’s, Burger King, and Starbucks to name a few. There are far more Davids – everything from mom and pop restaurants competing in the same quick-service space to regional chains. It’s interesting to see how the little guys try to compete with the big ones and there is a lesson in that for any of us in business.
I’m often surprised at how some Davids think they can just “me too” their way into success by following the strategies and tactics of the big guys. I guess the thinking is that one wouldn’t have to grab a whole lot of share from a big guy to have a wildly successful business. They drop pretty large crumbs.
I was reading something recently that reinforced my surprise. It’s a study by Sense360, a restaurant consultancy. It found:
McDonald’s has been admired for its value-oriented strategy that’s led to its market dominance and resurgence. Many QSRs have tried to replicate McDonald’s winning strategy, with little success. That’s because they’re copying the wrong things and not taking away the key lessons that would lead to a better result.
What McDonald’s and other Goliaths do is to formulate very detailed customer personas. They identify key consumer attributes and build their strategy around attracting the core customers they’ve profiled again and again. Those personas are NOT the same across different brands, so trying to use strategies designed to attract them may not fit your customer profile at all. For example, the quality of food at McDonald’s is, according to the study, a very minor reason why their customers go. Advertising the quality of your food as a way to grab a McDonald’s customer is going to fall on deaf ears.
Obviously, the Starbucks customer has different concerns and priorities than the McDonald’s customer, which is exactly what the study found. Therein lies the lesson for any of us. What we all need to be doing is looking internally and see what we can do well that is different from what our competitors are doing and which resonates with OUR customers, not theirs. What will give my business and my brand an opportunity rather than going head-to-head with someone who has more resources than me, often moves faster to adapt to market changes, and has a different customer anyway.
David beat Goliath because he managed to hit him in a weak spot and not because he went after his strength or waited for him to tire. That’s the sort of thinking we need to incorporate in our business planning, don’t you think?
Filed under Consulting, food
How good are you at distinguishing fact from fiction? As I’ve written before, I think that is one of the two most important things anyone can learn in their professional (and personal) lives, with the ability to express your thinking clearly orally and in writing being the other. The folks over at The Pew Research Center studied whether members of the public can recognize news as factual – something that’s capable of being proved or disproved by objective evidence – or as an opinion that reflects the beliefs and values of whoever expressed it. The results aren’t particularly surprising but they also are a good reminder to any of us in business.
First, the results. I’m summarizing here but you really should read the entire study – it’s fascinating and gets to a lot of what’s going on in the country today:
The main portion of the study, which measured the public’s ability to distinguish between five factual statements and five opinion statements, found that a majority of Americans correctly identified at least three of the five statements in each set. But this result is only a little better than random guesses. Far fewer Americans got all five correct, and roughly a quarter got most or all wrong. Even more revealing is that certain Americans do far better at parsing through this content than others. Those with high political awareness, those who are very digitally savvy and those who place high levels of trust in the news media are better able than others to accurately identify news-related statements as factual or opinion…Republicans and Democrats were more likely to classify both factual and opinion statements as factual when they appealed most to their side.
In other words, confirmation bias comes in quite a bit of the time. I raise this because I think it happens all the time in business as well. We receive data that doesn’t support the direction in which we’re taking the business but we reject it as biased. We get complaints from customers but dismiss them as opinion even when there are facts to support the customer’s unhappiness. It all comes back to what the study measured – many of us can’t distinguish fact from fiction.
We need to pay attention to the source of what we’re hearing. Does the data come from an unbiased, third party or is it an opinion? Is the person who is telling you something doing so based on first-hand experience or are they just repeating something they’ve heard elsewhere? Do multiple sources independently report the same information (not quoting one another, in other words) or are you basing a business decision on a single source? If you’ve spent any time in business, you know that even “trusted” sources – your analytics, your financial reports and others – can be manipulated. Always seek the unvarnished, fact-based truth and learn to ignore opinion unless it’s labeled as such. It’s hard to do that, but you’re up to the task, right?
It’s June, the month of newly-minted college graduates entering the workforce. There will be a fair amount of job-seeking going on and today I want to spend a minute to reflect on a few things I’ve learned over the years both about finding a job and filling one.
First, finding one. Obviously, the way the job market works has changed since I graduated college several decades ago. Job websites and LinkedIn didn’t exist and the process is way more efficient now. The problem is that so has the nature of work because business itself has been reshaped. The disintermediation of almost everything has meant the nature of hiring needs has changed. Retail jobs have moved from store clerks to engineers who help with online inventory management, customer experience, and other jobs that didn’t exist in the retail sector back in the day. Ride-sharing has created a different sort of cab driver (a popular job for many when we couldn’t get other work), one that doesn’t require a hack license but does require that you have access to a car.
What hasn’t changed about looking for that entry-level job is that you need to have a willingness to do damn near anything. My first job was making slides for presentations at a trade group. Yes, I was an honors graduate with degrees in English and Education and I had no interest in making slides: I wanted to write. I also wanted to eat and to get my foot in the door. I’m always surprised when I talk with a young person who feels many entry jobs are beneath them.
The other thing that hasn’t changed, and this applies to both sides of the hiring desk, is the skills required. I always looked for people who were smart, who could express that intelligence both orally and in the written communication we had, and who seemed like self-starters. Those candidates are the ones who will learn on the job and perform, and I have many examples of that in my hiring. I’d add to the list that the candidate should be able to handle disruptions well. Every business has been or will be disrupted and, therefore, the nature of every job will change as well. Society and business are constantly getting more efficient – more things will be available to more people for lower overall costs – so the hiring and job-seeking processes need to mirror that. Does yours?