Business is a reflection of its leadership

In my early 20's working in London, I unexpectedly found myself in the position of bar manager at a bistro in London's lively theater district. I felt like I had won the lottery.

This opportunity arose when both the GM and AGM unexpectedly departed due to a surprising love connection. Despite feeling wildly under-qualified, I suddenly found myself at the helm of a restaurant and was determined to be successful.

During one hectic afternoon, with a barebones crew, we were overwhelmed before the afternoon matinee. Everything that could go wrong did.

It proved to be a humbling experience, and as customer complaints soon reached my Area Manager's desk, I knew accountability was inevitable.

When he made the journey across town to address the issues in person, I attempted to explain the challenges I faced. I pleaded that our team was new, still finding their footing.

However, my Area Manager's response cut through any excuses. His stare was piercing as he declared, "There is no such thing as new or weak staff on the floor of a restaurant. Only inept leadership who knowingly exposed our restaurant and guest to the predicable outcome."

He also reminded me that just two days earlier, he had offered support, and my response had been overconfident, saying, "I got this."

From that moment, I abandoned the inclination to blame the inexperience of my staff, or myself, for failing to uphold the brand promises we made to our guests.

When I eventually founded my own restaurant group, I made it a fundamental principle for my leaders: never put a new team member on the floor until they were truly ready, work daily to strengthen the weaker staff, and promptly address those no longer willing to give their best each shift.

I learned that business is a reflection of its leadership.