Operational Empathy Should Be Part of Restaurant Leadership

As the QSR industry becomes increasingly crowded, understanding operations from the inside out is more crucial than ever. The pressure to deliver high-quality products quickly, efficiently, and consistently is immense. As competition intensifies, companies must innovate and streamline operations to stay ahead. This is where real, hands-on experience becomes invaluable.

In my career, I’ve seen firsthand how critical it is to understand every facet of operations, not from behind a desk, but inside the kitchen. These first-hand learning opportunities provided me with unique insights into the industry, which in turn has shaped how I lead my team. Now, as I oversee operations, IT, and supply chain at Marco’s Pizza, I draw on these early lessons to help grow Marco’s. Here are my top tips on driving streamlined operations that generate results. 

Operational Empathy: Understand the Core

One of the most significant ways my background has influenced my strategy as a COO is through operational empathy. Following college, I began a role in Walt Disney World’s financial sector, where my first task was to dive deep into the operations of each restaurant in Magic Kingdom by working at them. While some might have objected to such a task, I saw this as an opportunity to widen my understanding of how each of these unique restaurants ran each day. 

In operations, you may think you have a pulse on the day-to-day while behind your desk, but showing up and seeing processes firsthand may open your eyes to new challenges or difficulties operators are having. By witnessing these areas of opportunity to improve, you can now fully grasp what is needed to develop a strategic plan to streamline operations and increase unit profitability.

This is where operational empathy comes into the picture – as an executive, your team members and franchisees look to you to understand and appreciate the experiences, challenges, and needs of employees at all levels of an organization, especially those on the front lines. This involves a deep, hands-on understanding of the day-to-day operations and the perspectives of the people who execute these tasks. This is developed through direct engagement with the operational aspects of a business. This level of empathy has led me to understand the pressure points within systems and devise strategies, whether procedures or tools, that enhance operational efficiency while ensuring the well-being of my team. 

This approach not only improves employee morale, but also reduces turnover, fostering a more stable and motivated workforce.

Customer-Centric Approach through Empowerment: Deliver Excellence

My time at Disney and Darden ingrained in me a strong customer-centric approach to operations. Specifically, at Walt Disney World, they taught me not only the value of, but how and when to execute guest service recovery. By implementing a situational-based training program, Disney was able to define how and when you, as a front line “cast member” were empowered to step out of your normal role and interact with a park guest. They taught you how to recognize someone in need of help and the best course of action to take. This could the be right way to address a lost and scared child. Or someone who dropped their food on the ground. Or perhaps an incorrect food order. This situational based training removed the ambiguity and empowered us all to do things because it was the right thing to do. We didn’t need to “find a manager” to make it happen. That is the power of empowerment.

I recognize that for a guest encounter to be exceptional, it starts with understanding and exceeding customer expectations at every touchpoint. This is a strategic advantage for us at Marco’s. And for any business that follows this approach. As an operations executive, you must focus on numerous customer-focused initiatives, such as personalized online ordering options and loyalty programs that reward repeat consumers, for example. These efforts will significantly contribute to a stronger market position and loyal customer base.

No two restaurants are the same, so take a pulse on where your system is at in terms of customer programs and service offerings. While some may be robust and others lacking, find a middle-ground solution that will be beneficial for everyone. When finding these solutions, don’t be afraid to try a new initiative – if the data is leading you to a unique approach, you never know when that might be the missing piece to profitability. 

Explore Efficiency and Process Improvements: Be Curious

At the core of operations is a meticulous approach to analyzing systems and processes and identifying areas for improvement within your company. Site visits are one of your most powerful tools for gauging the effectiveness of your operations and operational tools, providing you with practical insights into optimizing with purpose.

By talking to franchisees, their teams, or the teams in your company-owned stores, you will learn which tools are effective and where there is opportunity. Whether it’s a tool to improve order accuracy, or estimate delivery times, manage food or labor costs, asking questions, listening, and learning from your organization increases the success rate of each and every process. 

Cross-Functional Collaboration: Bridge the Gaps

My diverse background has equipped me with extensive cross-functional knowledge, a crucial asset in my role as COO. My expertise spans finance, operations, marketing, and strategy, giving me a comprehensive understanding of how different departments within a business interconnect and impact one another.

Developing this cross-functional expertise allows you to bridge gaps between departments, fostering better communication and collaboration within your organization. By understanding the financial implications of operational decisions and the operational impact of financial strategies, you can develop holistic solutions that benefit the entire organization. 

This integrated approach ensures that an organization operates as a cohesive unit, driving sustained growth and profitability. Leverage internal resources such as your colleagues to gain this knowledge or take 30 minutes out of your week to listen to a new podcast on different specialties that affect your role; you may be surprised at how it can widen your perspective to solve unique issues. 

Leadership Development: Cultivate Talent

A final, yet profoundly important, aspect of operational strategy is leadership development, underscored by the importance of nurturing talent from within. I believe in the power of hands-on experience and mentorship, drawing from my career trajectory to inspire and develop future leaders.

I implore other leaders to create pathways inside their organizations to grow and cultivate their talent. Many times, I have seen organizations create too large of a gap from one role to the next one above it. This is demotivating and can lead to turnover. By demonstrating what a career path can look like, it solves the question we often ask: “What is next for me?”

It is also important to equip our leaders with the tools and training programs they need to grow and be successful. These programs can emphasize the value of operations, encouraging employees to understand different facets of the business. By fostering a culture of continuous learning and development, you are empowering your employees and not only retaining top talent, but also creating a pipeline of future leaders who are well-versed in the company’s core values and operational excellence. 

To thrive in today’s crowded market, finding the right operations to steer your company is essential. Be engaged, dig deeper, and think outside of the box; by doing so, you might discover solutions that will elevate your business. By staying true to your roots and continuously championing the importance of understanding every aspect of the business, you too can exemplify the power of an operationally empathetic leader who knows what it takes to drive results.