Real Talk

Christina Tosi:
In our kitchen, REAL TALK, means we break it down for you. Good bye niceties; just cold, hard truths is what real talk is all about. When one of us is not doing the right thing, copping a bad attitude, feeling sorry for him- or herself, being lazy or underperforming (we're all human), we all know what's needed to get each other back on track. Real talk.

I recently described my favorite flow moment when I'm running a show. It's when I can look over at one of my fellow producers or managers and nod to a customer, and not only do they know exactly what the issue is (the customer is drunk, about to sit on an expensive glass table, can't find their ass end from their top, is hitting on another cast member, needs the bathroom) but they also handle the issue with ease and competence. Yeah, it's a little Jedi Master, but that's what a team is and should be. We should be in each other's shit so much that we can read eye and hand signals like they're our own.

We should be able to tell when someone walks in the room that they're having a bad day. Or had a great night. When someone asks a question, we should know who the best person is to answer it. We should be able to tell someone they're full of shit - for them to receive in the best way possible.

This is a lot of "shoulds"

In the past I have not been a big fan of the word "should" - but I also recently read somewhere that the least effective managers do not raise nor outline expectations. Because to do so, would be taking a hard stance on the results that one anticipates. But a good manager, gets to know their people and therefore knows what he or she can expect. And a good manager needs to lead by example. So if you work hard, others around you know what attitude they're going to be adopting. When you treat customers with respect, humility and graciousness - they're going to remember it. When you are efficient at your job and still take the time out to appreciate the small things; people will notice.

Real Talk also applies to your actions. If your piss and wind don't match your actions, check yourself at the door and see if you're not living up to some unrealistic ideal, or if you're just being lazy. Do you want people to fear you or respect you? Real talk means you lead by example.

Children will listen. Adults will follow.

Tomorrow: The importance of empowerment or If Your Customers are Unhappy, Take a Look at Your Staff.