During college I worked in a restaurant that had just hired a new general manager. He had trained at one of the large hospitality companies and wanted to work at the unit level until he went off on his own.
He was what you would call a very “new broom” and the one thing he made clear on his first day is that if he heard anyone use the phrase “we’ve always done it this way,” he/she would be well advised to start scouring the classified ads.
This restaurant had been stumbling of late, and if we were to fast forward to today’s reality television it might have been a candidate for chef Gordon Ramsey’s trademark wrath to help turn it around.
Within one month, the new GM had let go three servers and two bartenders he felt weren’t pulling their weight and had changed both the meat and seafood purveyors. Within six months the business had done a near 180 reversal and was even written up in the local paper.
One day between shifts I got up enough nerve to ask him the secret of the turnaround. To my surprise he asked me in the office, sat me down and proceeded to draw a clock on a piece of paper.