To be a Manager (with a capital M) means having a true sense of ownership, it implies the deep understanding of one’s responsibility and it’s about the timely delivery of your personal promises as well as your brand’s.
For restaurants and businesses alike this is the Holy Grail when it comes to the organisations and the personal values of each person within the business.
It’s so simple and straight forward and yet it’s much easier said than done…
If you speak to anyone (or rather most people) about their own level of ownership, they will mostly tell you the same thing: They are responsible-they understand what it takes. If and when it does not happen-it’s because of someone else. Always.
But you and I know this is not quite true.
I have often wondered why that is. After much thoughts I can only conclude there is clear divide and clear misunderstanding between what one actually does or deliver and what one believes they do or believes they have done.
Only last week during a training session, one delegate told me of a situation where he was clearly demonstrating ownership and his sense of responsibility. He basically wanted something done in a certain way and at a particular time. He sent one email to get his new activity actioned and got no reply. So he sent a second one and got no reply. He then sent a third one and again got no reply. What he wanted done did not happen.
So I asked : “Who do you believe was responsible in that case?”
He replied: “Not me, it was the fault of the guy I sent the email to.”
“Imagine you are driving your whole family from London to your home town. Your car breaks down on the way. You call the AA and they don’t answer. You call the AA a second time and still they don’t answer. So you call them a third time and they still don’t answer.
“How long are you going to stay by the side of the road calling the AA? What are you going to do if the AA still don’t answer your 20th phone call? Would you wait that long? When will you take action? What action will you take?”
Now, please tell me who is responsible in this particular situation?
Make excellence a habit.