Pizza Patriots (The Customer Isn't Always Right) w/ Hiller & Andrew of Hot Tongue Pizza

In this special episode of PIE 2 PIE, host Alex Koons sits down with the two managers of Hot Tongue Pizza, Michael Hiller and Andrew Alvarez. Alex, Michael and Andrew dive deep into their experiences working together for over a decade across multiple restaurants.

 

They discuss the challenges of being in management, from walking the line between friendship and leadership to learning to delegate effectively. Michael and Andrew share valuable insights on creating a positive work culture, handling difficult customers, and adapting to changes in the restaurant.

 

Alex reflects on the importance of trust, respect and open communication in their working relationship. This intimate and revealing conversation highlights the behind-the-scenes dynamics that have enabled Hot Tongue Pizza's success and Alex's own growth as a leader. A must-listen for anyone in the restaurant industry or interested in the power of strong leadership and teamwork.

 

- Effective management involves striking a balance between being hands-on and allowing staff autonomy. Learning to delegate tasks, listen to feedback, and let employees make mistakes are crucial for growth and building trust.

 

- Creating a positive restaurant culture requires a combination of open communication, respect for staff as individuals, and making work fun. Sarcasm and joking should be balanced with clearly communicating expectations and feedback.The customer is not always right.

 

- While hospitality is about serving people, managers need to know when to draw the line and stand up for their team in the face of rude or abusive customer behavior. Enabling this behavior ultimately hurts staff morale.

 

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