Action step to take when losing an employee you really needed to keep

This topic hits close to home for most operators. In fact, as I sit here writing this article my assistant manager is working out the last of her two-week notice, which she gave via e-mail the day after her boss, our GM, left for vacation. The truth is that there is never a good time to lose a key employee. Although, some times are worse than others.

A very long time ago, I hired my first GM, and one of the first things he said to me was “We all have an expiration date” Oof! Those words turned my stomach and kept me up all night. The truth is I was still really naive at that point in my career. I thought if I could provide “all of the things” that my employees were looking for in a restaurant job, they’d stay with me for the long haul. The truth is that we are in a very transient industry. Yes, there are those loyal employees who will be loyal to you for years, but those folks are the exception to the rule. That GM taught me one of the most valuable lessons there is to learn. While I am not saying that we should live in fear of that day, I am saying that we should do everything we can to prepare for that day.

Steps to follow to help navigate loss of a key employee

Below is my “Emergency Triage List”. I follow these steps to help myself and my team navigate these most difficult times that follow the loss of a key team member.

1. Just Breathe 

Keep calm — know that this too shall pass. Your team needs a strong leader and they are looking to you for guidance but more importantly to know that everything will be okay. If you worry, they will worry too. Take a deep breath and remember that this is all part of the journey, things always work out as they should.

2. Lead

Resist the urge to jump in and row! Think about a rowing team, if the steersman is back with the rest of the team rowing, who is steering the boat? I love this analogy because the roles of the steersman and a restaurant manager or owner/manager are essentially the same — Keeping the team safe by avoiding obstacles, making sure that the rules of the “race” are followed, steering the boat, stay in command at all times, coach when necessary, provide feedback to the team, make tactical decisions when required and take full responsibility for the boat and the team. If you or your manager are consumed with working the line or serving tables who is leading your team? I am not saying you shouldn’t help, but you cannot abdicate your role. You must strive to find balance in times of imbalance. Think outside the box to find ways to work with the team you have. Consider modifying your business hours or moving to a limited menu until you can fill the position. Don’t forget to take time for yourself when you can.

3. Identify

Identify those on your team that can help you. I guarantee that there are people on your team that want to help you. While they may not want to be a manager, would they be willing to open the store in the morning and put out the drawer or check sidework, close the drawer, and lock up at the end of the night? The truth is that most people want to help, it makes them feel good inside, think about how good you feel when you help others.

4. Delegate

Identify tasks that can be delegated to others. Can someone help with a specific task, or can it be broken down into smaller tasks?

When my sauté chef Russcel’s life was cut short by an act of domestic violence, we found ourselves in a big bind! Russcel was the backbone of our sauté line. She made all of our sauces, and pastas, and got us ready for service each day. She worked all six days we were open. In her sudden absence, I had no one to fill her shoes. While I did have to take on her shifts in the interim, I was able to share some of the load so that I could still lead my team and fulfill my responsibilities as an owner/manager. Servers could help me portion pasta, help with mise en plas for sauces, and other small tasks. My other cooks could come in earlier to help run the line so I could run payroll. It took a village, but we made it work.

5. Boundaries

Set a goal for how long you will take on these extra responsibilities. There is something about creating a deadline that creates urgency. where there is urgency, there is open-mindedness and creativity, and that is where we find solutions.

6. Non-negotiables

Decide ahead of time what your non-negotiables are. These are tasks that no matter how shorthanded you are must be done! At the top of our list at Wholly Stromboli, are inventory and stock counts because you only have to skip one before your data becomes irrelevant.

7. Communicate

Communicate with your team. You may want to hide in your office and stew over all of the things that are going to land squarely in your lap, but you’ve got to pull up your big girl pants, put on a smile, and talk to your team. Tell them you need their help and that you will get through it together. If you don’t tell them what has happened, what your plan is, and what you need from them they will make up their own (much juicer version) of the truth!

8. Believe!

Remember that you’ve got this! No matter what life throws at you, it is all part of the journey, people come into your life for a season and a reason, and they leave just the same. Take the lesson from the experience and grow from it. Find ways to improve and be open to what comes next!

MELISSA RICKMAN is co-founder of Wholly Stromboli in Fort Lupton, Colorado, and member of the World Pizza Champions.