Giving each a sense of empowerment and ownership produces good morale. It reflects in the caliber of service and mood of the dining room. Good training enables us to grow a concept without losing the spirit of the original,'' adds Terry. When a second Gibsons opened last April in Rosemont, a suburb of Chicago, employees from both locations swapped positions for a few days, giving each the opportunity to experience the new and the old. It is part of the restaurant's philosophy of continuing education, including daily pop quizzes designed to sharpen everyone's skills.
Managers also undergo a written exam.
The critique of someone we put through a training program is important to keep it current and fresh. One technique appeals to employees' sense of competition. Each server performs a one-minute, videotaped presentation of the restaurant's steak tray, describing the cuts of meat to customers. DePorter and staff review each tape with the servers, correcting mistakes and noting positive points. The restaurant then updates the training script based on that video.