Doing It Right Isn’t Always the Right Way to Do It
Chef Robert Irvine
Without fail, when Chef Robert Irvine initially reviews the restaurant’s operation and décor, he talks to the owner and commences to inform him or her of all the things that are wrong. Immediately the owner, and usually the key employees, put up their defenses. It never ceases to amaze me when people are doing something wrong, how quick they are to defend it. In one episode, the cook was visibly and verbally adamant about his years of experience and culinary skills. He defended his breakfast and dinner dishes that Robert said looked like a mess of food piled onto the plate. No doubt, this cook’s standard was good for himself, but it was not good for business. Robert asked the cook to prepare poached eggs, he would do the same, and they would see which one was better.
Sometimes, in order to help people, they have to see where they are wrong so they can bring down their defenses and receive advice. It is difficult to help people when they cannot see that they need help. If your restaurant has been in the red for months, obviously your system is broken.
After the poached eggs were done, the cook, along with several kitchen workers, tasted Robert’s poached eggs. They were amazed at the freshness and how delicious Robert’s eggs were compared to the cook’s pre-packaged poached eggs in hollandaise sauce. After tasting Robert’s poached eggs, I could see the cooks’ defenses come down and he subordinated his position to Robert and listened to him. Robert was then free to change the décor, menu, and how the cooks and servers performed. Needless to say, the end result was a happy owner because the restaurant’s point of sale increased 25% and his employees discovered a new way of performing.
