Words from the Wise – Jo Fleet
Jo Fleet, director, Wahaca, shares her business secrets
Motto Get to know the business before you join it and ensure it follows your beliefs. Don't kid yourself that you can fit in and passionately commit to a company if you don't believe in its core values.
Recruiting the Best Hire and invest in great people and spend time training and developing them so they can progress within the company. Promote people from within so that the values and culture within a company are part of the entire team.
In Wahaca the training and progression of our team is a top priority to enable the business to grow with people who understand the company values and expectations.
Company culture is essential Create an environment where everyone feels part of the team and understands the future plans and development of the business. That way they understand what is expected of them, and can be involved in shaping the development of themselves and the company. Surround yourself with people who enjoy the restaurant business, the creativity, energy and excitement. Communicate as much as you can, without bombarding with information.
Keep things simple Understand what the business is about and be ruthless about what you're good at. Don't deviate from your core values. Constantly look at what you do well and what your competitors are doing and never stand still.
Listen to everyone In Wahaca customer service is the top priority. With the internet customers are constantly reviewing us - the good and the bad - so there is a feeling of someone always watching what we are doing and adding their valuable feedback. It is crucial that you listen and react immediately to everyone and constantly focus your team's minds on the question: "If this was my money would I feel this was great service and value?"
Never be afraid to try new ideas and suggestions. Give customers a consistent experience and make sure they want to return time and time again.
Don't worry if you make mistakes Everyone gets things wrong. Arguably if you don't get things wrong then you are not pushing your business in the direction it needs to go. It's important to properly check whether what you are doing is working and if not, move quickly to fix it.
Admit when you are wrong and work with your team to find the solution. Getting their buy-in should mean mistakes are not repeated and ensures they are committed to making it work.
Good decision, bad decision
Good Joining the restaurant business and working for two companies, both for nine years, where I have been able to progress from a graduate management trainee to CEO.
BadPoor recruitment choices. Just recently a Wahaca fan with no restaurant management experience applied to us and my initial reaction was "No", however after her persistence she is now working for us and about to start on our management training programme. You should give everyone a chance.
cv highlights
2008-present Director, Wahaca
â- 2007-08 Executive director, Tasty
â- 1998-07 CEO, Ask Restaurants, Gondola Group
â- 1988-98 Operations manager, My Kinda Town