I can't get over how I've never done any service work, know nothing about this subject, and your posts keep dragging me in because they're about running...anything. Any group of people.
Like so many, I watch "The Pitt" for the "Competence Porn", the pleasure of seeing real competence and cool problem-solving. I just got to the S1 episode where the big shooting disaster comes in, and they were all so prepared with their wristbands and tags and procedures and the experienced guys leading the suddenly-scared-looking docs that hadn't been through one before. I almost wanted to cry, it was so beautiful.
But, yeah, any other workplace getting those "what if" drills and procedures budgeted - and the budget holding not being cancelled, if the disaster doesn't happen for a year or so - is a dream.
Military and medical people get this training. In Waterworks infrastructure, you'd think so, but when a huge pipe burst, or when the flood came, we made it up as we went along.
Crisis Management can not be taught, you sink or swim. That said if it happen to often, then its a policy issue and or the owner. They ask for to much with out support, good assistant Managers are must in larger venues. Just trying to keep theft in check is dam near a full time job.
This strikes me that it's a bit of a doom loop too. High turnover means training people is risky, because it increases the amount of time it takes to recoup the training investment. Poorly trained managers then encourage high turnover, which makes managing harder, which increases management turnover.
Similarly, if you get a reputation for training ultra-competent managers, competitors can freeride off of your training program by poaching your managers without investing in training them, themselves.
And then those poached managers ask to come back because they don't like working surrounded by other poorly trained people in an enviornment where the owner doesn't understand or value training and doesn't understand how to let managers manage.
I can't get over how I've never done any service work, know nothing about this subject, and your posts keep dragging me in because they're about running...anything. Any group of people.
Like so many, I watch "The Pitt" for the "Competence Porn", the pleasure of seeing real competence and cool problem-solving. I just got to the S1 episode where the big shooting disaster comes in, and they were all so prepared with their wristbands and tags and procedures and the experienced guys leading the suddenly-scared-looking docs that hadn't been through one before. I almost wanted to cry, it was so beautiful.
But, yeah, any other workplace getting those "what if" drills and procedures budgeted - and the budget holding not being cancelled, if the disaster doesn't happen for a year or so - is a dream.
Military and medical people get this training. In Waterworks infrastructure, you'd think so, but when a huge pipe burst, or when the flood came, we made it up as we went along.
Crisis Management can not be taught, you sink or swim. That said if it happen to often, then its a policy issue and or the owner. They ask for to much with out support, good assistant Managers are must in larger venues. Just trying to keep theft in check is dam near a full time job.
Its not a job for the weak
Several extremely valuable points made in this one 🏁
This strikes me that it's a bit of a doom loop too. High turnover means training people is risky, because it increases the amount of time it takes to recoup the training investment. Poorly trained managers then encourage high turnover, which makes managing harder, which increases management turnover.
Similarly, if you get a reputation for training ultra-competent managers, competitors can freeride off of your training program by poaching your managers without investing in training them, themselves.
And then those poached managers ask to come back because they don't like working surrounded by other poorly trained people in an enviornment where the owner doesn't understand or value training and doesn't understand how to let managers manage.