I Hate My Boss, Customers, Job...Wait, Free iPod?

I worked as a hostess in an upscale steakhouse for three months just after graduating from college. The highlights from my stint in the hospitality industry: brownnosing managers who spat snide comments about guests as soon as they left our heavy, wood-paneled doors; a hostile, untrusting owner; constantly replaced busboys and runners, usually illegal immigrants who were too scared to report maltreatment from customers and managers; patronizing guests; customers and coworkers ogling me. In the three months I worked there, one manager, eight hosts, and a dozen or two servers and bussers quit or were fired.

No great business model here--a shrinking list of repeat guests, weekly employee turnover, a workforce who felt little or no ownership in the restaurant. I did, however, learn the ameliorative power of the sales contest.

The steakhouse ran a monthly competition to see which waiter or bartender could get the most customer-information cards filled out, which we later entered into the computer system for future marketing purposes. The monthly prize for most cards entered? A spiffy new iPod.

These contests provided the restaurant with information for attracting a more loyal clientele, and they revved up the staff. Ardent waiters asked about the state of the competition throughout the month, wanting to know who was topping their numbers. Most of the servers and bussers disliked our owner, but they were eager to work for a prize and forgot to gripe about their lack of tables, needy customers, or irritating coworkers, at least for a few minutes. The contests were repetitive and dominated by the same four or five waiters every month--David Cichelli lists better methods in The Corner Office--but the contests were a two-fold achievement nonetheless. The owner painlessly got waiters to fill his customer database, and employees got excited to work in the rush for the prize.

Even in a less-than-ideal working environment, a small incentive and a dose of competitive spirit can improve employees' morale. At least until they quit.

Comments

[panasianbiz.com]

Your experience at the steakhouse sounds dreadful. Well, until the iPod part, that is. I do agree that bonuses, profit sharing, free promotional items, even a simple pat on the back for a job well done can all boost employee morale.

[annoyed]

I have been there, and I have had worse to deal with. I went as far as creating an office humor satire website about my evil boss and wicked co-workers.
theofficehumor.com

[ellie]

This is great info for start ups and businesses relying on sales staff!

[Maria Franchesca]

Nicely put. People will do amazing feats, withstand tremendous pressures, and keep their mouth shut (for short periods, of course) when opportunity to gain arises. Remember, however, TINSLAAFL-there's no such thing as a free lunch. Really made me think critically.

[Terry, Chicago]

Great blog. I found this site not long ago and have enjoyed reading all of the blogs. This one really caught my eye. I know how it can feel working in a restaurant and your blog definitely brought back old memories. Well done.