Feedback

The Importance of Feedback

Feedback is important. It can empower a Team Member and result in them improving their behavior. Often, Team Members are not aware of what they may be doing wrong, and as Trainers, we have the opportunity to provide them with knowledge. When giving feedback is normal, receiving feedback becomes easy. 

The Feedback Model: What, So What, Now What?

The three-part feedback model is simple, but very effective. It is an easy way to identify and coach Team Members.

WHAT? is the observed behavior. Identify the behavior observed. Maybe you observed a Team Member not exemplify the Core 4 or served an under portioned waffle fry. Maybe you saw a Team Member offer and walk a high chair over to a table or made a perfect chicken sandwich. These are all observed behaviors that need to be changed or that you want to reinforce. Each are exampled of the WHAT.

SO WHAT? is the reason the observed behavior matters. Share the impact and why it matters. SO WHAT they didn't use the Core 4? SO WHAT the fry was under portioned? Why does it all matter? By only telling the Team Member what they did wrong and not the why, does not help them grow. They need to understand the importance behind it. Help them understand the impact it can have on both the team and the guest experience.

NOW WHAT? is how the Team Member's behavior needs to change. Identify the steps needs to be taken in the future. Always be clear and specific with it to set the expectation. If the behavior was positive, we want to reinforce that.

Whenever you see something that needs to be coached or something xtraordinary, how should you communicate that to the Team Member? It can be intimidating, but if you follow the Feedback Model, it makes it easy to know what to say. This model enables you to give the best feedback possible and make an impact.

Demonstrate the Feedback Model below. I'll start with an example:

WHAT? The Team Member made an IceDream cone that was too big.

SO WHAT? It can hurt our food cost score if IceDream cones are constantly over portioned. 

NOW WHAT? Demonstrate what a proper IceDream cone recipe looks like, two swirls. Provide examples like the sidekick or weigh a cone to show the target weight.

Feedback Reception

An important leadership trait is understanding that you are not perfect, and you are constantly growing. There are going to be times where you receive coaching, and that is okay and is expected. How you respond matters. Will you be humble and receptive? Will you get upset and confrontational? A good trainer should be able to admit when they are wrong. We are all human and make mistakes. It is okay as long as you accept the feedback and work towards growing.

We want to set the example for how our team responds to coaching moments because you will be providing a lot of it. If you respond with a negative attitude each time you, and the team sees you, they will think it is okay to respond like that.