After a recent termination, a former member of our staff at Maeva’s Coffee took to a public facebook group to voice her displeasure. One comment in particular caught my attention because it so acutely illustrated the fundamental differences between my role as an entrepreneur who happens to own a small service business versus that of a typical business owner or corporate franchise manager.
A member of the Facebook group had asked how to contact the manager of the shop and the following comment was made:
I’m sure the comment was meant to be derogatory in some way, but the truth is when I saw it I couldn’t help but feel very pleased. In those few words, the entire essence of my role in the owning and operating Maeva’s Coffee couldn’t have been better defined.
It’s true: we don’t have a manager. I am not a manager. I will never be one.
I don’t have any desire to manage people. I’ve never felt a rush of power or greatness in directing people to do menial tasks. A manager tells you to empty the trash. Writes little notes to remind you to make sure the restroom is clean at the end of the night. Scolds you for forgetting to clock in. Walks in and tells you to restock the bakery display case; put stock away; get this soup order to table 4.
It’s good to be clear and honest with direction and structure, especially at the very beginning of employment. I’ve no problems giving direction in the shop when it is needed. However, if a staff member is still in need of basic direction after a few weeks of employment, they are not the people I want on my team.
Part of this comes from a fundamental difference between the way I view my staff relative to myself. When I sign paychecks, I don’t think of the money going out as payment to an inferior. Tax and technical aspects aside, the expectations I have for my staff are equivalent to any subcontractor we might hire for the shop. Much like the electrician agrees to fix an outlet, each one of my staff has made an agreement to perform certain tasks in exchange for a cut of the gross revenue of Maeva’s Coffee. Some of these are skilled tasks; such as pulling beautiful shots of espresso, akin to an electrician who has cultivated trade skills to replace fixtures and safely managing wiring. Some tasks are unskilled; like taking out the trash, keeping tables clean, and mopping the floor. All expectations are made clear on the onset of hiring.
When a staff member fails to meet these requirements, it is much like an electrician who leaves wires live and uncapped inside of your drywall. Would you be expected to be happy with a professional service performed in such a manner? Absolutely not.
There are places for people who need mothering and managing- but it was never my ambition to spend my own time and funds to create such a place.
I don’t want employees who mindlessly do the least amount of work in exchange for small hourly wage. That relationship is not one on which to build a thriving and successful independent local business. A lackluster attitude is a slow poison; nothing will sap your personal energy, cause inertia in the passion of your business’ culture, and harm your connection with clients more quickly.
I want staff who attend to the trivial tasks necessary for our shop’s well being because they want to be genuinely involved in its growth and evolution. I want collaboration; I want an ebb and flow of passion, commitment, and creation. Pride and a sense of direct contribution to our success is displayed in work ethic; the motivation behind an action is as important as the action itself. A staff member who restocks product for the following shift out a kindness and responsibility to their coworkers rather than because ‘someone told them to’ means hunting down and hiring people who have an natural sense of solidarity. Don’t be afraid to terminate a new hire who shows up to just ‘do a job’.
We all define our own roles in the minds of others by our actions, words, and by how we react to the behavior of those around us. We teach others how they are able to treat us.
I refuse to be a manager. As someone who has the privilege of choosing with whom I work, I refuse to have staff that need constant managing.
I am an entrepreneur; a leader with many irons in the fire and no time to babysit. If you are exasperated with the amount of time you spend managing your staff, here are some suggestions on how you can stop managing and start leading your team in your small business:
Be Clear in Your Expectations;
Get the basics settled. Clearly outline what your expectations are in your staff handbook and stand firmly by the disciplinary actions outlined when responsibilities are neglected. Stop giving second, third, and fourth chances. If you need to start over by hiring new staff to create a culture of respect, get to it.
Give staff a personal reason to be invested in your business. Be hyper aware of their interests and talents. Create ways for each person’s unique abilities to enrich your business. You can do this by sponsoring continuing education in your industry and creating ways to reward the pursuit of knowledge. Hire staff to use their talents for your business or create time in your schedule for them to use them. For example, if you have an amateur videographer on staff, allow them to create interesting staff profiles to use in your social media campaigns or product stills for your website.
Hand Over Essential Tasks:
You’ve hired people you can trust to do the basics, now allow them to help you run your business better. I’ve put certain staff in charge of choosing upcoming guest espresso features, training new employees, or keeping the dry storage inventory in order. Because they aren’t paying attention to a million things like me, and, in many ways have more expertise than I do, they do a better job at it than I could. I appreciate their investment and they appreciate having input on the business they work in every day.
Expect the best from your staff. Allow them to represent your business in trade shows, industry gatherings, competitions, etc. and they’ll bring the pride back to your day-to-day operation.
Listen As An Equal:
Creating open dialogue with your staff is essential. Recognize and move beyond your own insecurities when they trust you enough to bring an issue to you. Don’t be offended at anything; listen to them as equals.
Model Your Expectations:
Never ask anyone to do something you wouldn’t or don’t do. When I’m working on shift, if a staff member asks me to grab something from the stock room or clean up a mess that’s just happened while their own hands are full, I model the same positive, quick, and helpful response that I expect when I ask them to do similar things. Again, even though many decisions are ultimately left to me, I hire people I respect and treat as equals. No one would ever be able to say I don’t clean the restrooms or do as many dishes as anyone else on shift.
If you’re feeling overwhelmed, know your business needs an overhaul but aren’t sure how to stop managing and start leading, you don’t have to do it alone. I’ll be posting more in-depth ways to specifically craft your business culture soon. If you’re still feeling overwhelmed, let’s meet for a cup of coffee and talk!