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| A Tip20! Original Article |
Scheduling for Slackers
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Is simply not scheduling a problem employee a good solution?
by J.D. Marshall
Tip20! Contributer
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What a dilemma this is and we as managers face it almost on a daily basis. The question cannot be answered with a simple yes or no answer either. The answer lies much deeper and involves many other topics of discussion.
Huh? You mean I can’t just start scheduling my problem employee one day a week and in the worst station? Well yes you can but no you shouldn’t. Why? Hmmm, let’s look at some of the repercussions first, that may develop from that.
O.K. you schedule the problem employee (we will use a server as an example) on a Monday night in a slow station. He/she shows up for work and immediately starts grumbling to the other servers about the shaft he is getting, only one night a week and a lousy station to boot. Then they go on complaining about the management, the lousy tips, how bad the food is. Soon this will start to affect the attitudes of the rest of the crew. Smiles will disappear, others may start to grumble. The guests catch wind of it. Do I need to go on?
Alright, I will. All the other stations get sat, then a 10 top walks in. Oh no, where are you going to put them. That’s right, with the problem child. How do you think that is going to go over? A server that is in a bad mood and hates you the restaurant and everyone else in it, do you think these guests are going to enjoy their service? Do you think they will tell all their friends and family about the lousy service? You can bet that they will. Bottom line is lost revenue.
Well what should I do? Let’s analyze this. Where did the problem begin? Was it in the hiring process? Did you hire them because you needed a warm body, or did they really have the experience and skills you needed. Were they informed of both the good and bad sides of the position hired for (oh you will make hundreds a day) when in reality they may only do that on weekends. Did you check references? Were they eligible for rehiring?
Did the problem start with training? Was the training completed or did we just throw them to the wolves after a brief discussion and one day of following another server. Training should last for at least five shifts/sessions. This should include written and verbal tests, being followed by the trainer for at least one complete shift with the trainee doing ALL the work. That means the daily setup required, all order taking, running of food, etc. We cannot expect a person to be a super star right out of the gate. Training is the most important thing we can do for our employees. If this is the problem, sit them down and explain the training process and retrain them.
Ok, I did that and they are still a problem. Now can I schedule them for just one shift or not at all? No not yet. Why? Where’s the documentation? What documentation? You did document and keep records of all the problems you had with this employee i.e. any verbal or written warnings. Please tell me you did. Why should I do that? Protection from law suits. The more thorough you are the better. Include dates, times and witnesses of any infractions incurred. It sounds like you want me to terminate their employment. Not just yet. Before you do that you should try sitting them down once more and discuss the problems, then give them a few days off to consider the options. Two things may happen at this time. They will quit or work harder to prove that they are a good employee. Either way you win.
Hopefully you now see the problems with not putting a problem employee on the schedule or giving them less shifts. For in-depth employment laws contact the Dept. of Labor your local labor board or your attorney for more advice.
(The author is not an attorney and is not dispensing legal advice. Please follow all laws, rules and regulations.) |
(J.D. is a long time veteran of the restaurant wars. Though not known for his writing skills he is always willing to share his wit and wisdom about the restaurant industry. You can find many of his thoughts and comments at Tip20.com. Have a question or comment for J.D.? Contact him at tiptopmanager@america.hm. Or log on to Tip20.com)
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