I ate at Coopers Hawk Winery in a Chicago suburb recently and loved it, not just for the food but for the experience.
Interestingly, the waitress who took our order was not the same person who delivered our food, and a different person cleared our table.
The service was fast; the food was delicious; and we never waited with unmet requests or dirty dishes. And everyone who came to our table treated us as if we were their customers.
When our waitress returned to take our dessert order, I commented on the restaurant’s smooth, almost rhythmic operation.
She revealed the secret: Full Hands In, Full Hands Out.
She explained the simple rule: never go into or out of the kitchen with empty hands. Every time you go in, clear a table and bring dirty dishes. Every time you go out, take a dish that’s ready to be served and deliver it… even if it’s not for your table.
More important than the fast, efficient service, there is an air of collaboration that elevates the restaurant. No one is in competition with anyone else. Rather, they work together to create a great experience for all customers.
And this collaborative culture is not driven by money – they don’t share tips. Instead, they share a common commitment: to create a memorable experience for all Coopers Hawk diners.
How can we apply this concept to any workplace?
- Answer a client’s request, don’t just send her to someone’s voicemail
- Share information with other sales team members
- Refill the paper in the copier
- Pick up garbage in the hall, even if it’s not yours
- Take initiative to solve a problem affecting all clients
- Make suggestions to improve an internal process that benefits everyone
With Full Hands In, Full Hands Out, we’re in this together!