Page 7 - Running a Great Shift Learner Guide 1.1

Running a Great Shift Learner Guide

Every Time You Walk the Floor
As long as there’s a guest in the building, a manager should be practicing EFETET. Further, any time you walk by a table
or a guest, you should be performing EFETET. This even applies when you’re walking through another manager’s zone.

While you walk through the restaurant, try not to follow a “loop”. Switch up your pattern as you walk through your zone
during a shift; this helps you to remain present. Also, don’t be afraid of those corners. Often, leaders are nervous to walk
all the way to a dead-end when guests are sitting there, but there’s no need for the nervousness. If you smile and make
eye contact with a guest before you turn around, s/he’ll know why you’re there: to take care of him/her. If you’re still
uneasy with this, you can carry a pitcher of water so there’s a reason for being there: refills!
When you spot an issue, remember to always take action for the guest immediately. Once the guest has been taken care
of, you should coach the team member that could have prevented the issue.

When done right, EFETET ensures that our guests are never dissatisfied.

Summary

EFETET takes away the mystery to running great shifts. You don’t have to ask yourself, “gee, I wonder why the floor
runs so much better when Jenn’s on the floor… I wonder why Jason always seems to know exactly what’s going on in
the restaurant.”

This awareness doesn’t take years of experience to cultivate. EFETET will get you there … and fast.

Learner Assessment

Practicing Every Face, Every Table, Every Time You Walk the Floor

Introduction
It’s time to practice EFETET with your GM. Throughout this shift, you two are tied at the hip: wherever you go,
s/he goes and vice-versa. You’re playing a game called “you see, I see.”

Objective
 Entrench EFETET
 Develop awareness for the visual cues within EFETET
 Learn to take immediate action
Instructions

As you walk through your zone together (i.e. the dining room), execute EFETET. Once you’ve walked
through the room, stop and very briefly discuss.
The trainee explains the deficiencies that s/he noticed, and then the trainer explains any deficiencies that
were missed.
Both leaders then take action on the deficiencies and then coach applicable team members.

Page 7 of 22