Welcome to the Surrender News/Blog.  Get the latest news, trends, tips and information to help you succeed and thrive in the workplace.

Technology One Step at a Time

I recently told a general manager at one of our client companies to get ready, “because your weekly operations meeting are going to become more data driven than ever before.” How much attention is your organization paying to data and technology these days? If yours is like most, you’ve recognized the enormous amount of data being generated. … Continued

Accountability doesn’t happen by accident.

As an independent restaurant owner you have the luxury and power of writing your own story in a way that many people envy. To not take advantage of that looks more like a wasteful tragedy than missed opportunity. In the restaurant industry, we all know our ticket times and we cancel a reservation on a … Continued

Shoring up weak points deserves time and money.

Quick! Pop quiz! What are the weak points in your organization? Quick! Another pop quiz! What could you build to make your company stronger? It’s great to know what to do. The truth is that most people know what to do, but they don’t know why they have not done it. Just like a human … Continued

Big-Picture Thinking: Lessons learned from coaching young winners.

The next time you want to talk to your people about service levels, quality, cost management, or training, be sure to provide plenty of context. “We need to work on a friendly, caring presence at the table.” Good. ‘Because our guests are the lifeblood of our company, we are proud of our restaurant and we … Continued

Trust, but verify.

This other day there was a meeting on my schedule, but instead of meeting with me, my colleague was meeting with the police. Our meeting had to be cancelled because the person I was going to meet was dealing with the fact that their long-time, right-hand person had been exposed for embezzling a considerable sum of money … Continued

Don’t just do something . . . stand there.

Management is not about doing things, it’s about growing people and leadership. If you call yourself a manager and you find yourself in the doing mode, stop. Julie Dickson, the managing director of Black Sombrero in Lismore, New South Wales, Australia recently wrote me.  That’s right . . . she operates a “Taqueria and Tequilaria” in … Continued

The high cost of weakness.

The best companies make strengths out of their weaknesses.   If you want to get the most from your business, you really don’t have any choice. Yesterday I was on the phone to a frankly excellent customer service department of a consumer electronics company.  The phone was answered quickly, the person who answered was smart, funny, and … Continued

Pay Up! You can’t afford to live without ROI on compensation.

If you want to increase profits and asset value, pay your people more. We all spend a lot of time thinking about employee retention, attracting great candidates, and providing good benefits.  It’s vital to have a stable workforce that understands our culture and our systems, and that takes care of customers in the way we want … Continued

Perfect imperfection.

Our server forgot to fire our third course.  Which would normally lead to eye rolling,  dissatisfaction,  exasperation or worse. But the first two courses had been so . . . good, each plate so so well-conceived and unique to Dallas, and we had ordered so much food that we were satiated and almost grateful, ready to … Continued