Taking Your Time

“Don’t fix it if it ain’t broken” is part of most management cultures, but the hard part is deciding just what “broken” means. Owners often think something is broken based on their emotions rather than the facts. Getting a complaint from a customer that your deposit policy is unfair may result in an emotional reaction—no one likes to hear complaints. But that’s not the same as getting six complaints that your deposit policy is unfair in the same week. Even then, when it seems likely you have a problem, you shouldn’t rush to fix it. Take time to analyze and discuss changes you might make; make sure your solution doesn’t lead to even more complaints.

With the exception of safety issues, most quick decisions to fix things that might be broken are unwise. If a fire extinguisher system above your stoves is broken, the decision to fix it should be immediate. If you are one person short in the office, rushing to hire a new employee isn’t wise. When you need to change, repair, adjust or get rid of anything that costs money or affects your ability to make money, you need to take time to look at the pros and cons of the fix.

Running a catering business is a constant battle between knowing when to take quick action versus postponing action until a review of the situation and potential reactions to the decision are determined. I’ve always taught my consulting clients that the answer to most management questions is two simple words: “It depends.” There is also a one-word answer that works just as well:
“Maybe.” Using these words can give you the time you need to carefully consider possible solutions to problems, immediate and long-term.

Note: I’ve taken this directly from my newest book Secrets Of Catering Management. It’s a very cool book.