Generations Blog

I frequent a Panera Bread restaurant close to my office. While I’m mainly there to get some creative work done, I can’t help but notice the atmosphere that Mark,  the store’s manager fosters. Where in some establishments, the employees act as if they could give a hoot, I have yet to encounter someone on staff who isn’t friendly and caring. It’s a busy store and during certain times I just sit and watch how each employee accomplishes his or her tasks and still maintains eye contact and an approachable, if not jovial, demeanor. What Mark has succeeded in doing is promote a sense of ownership, something that seems to be increasingly rare in today’s workplace. Panera is a chain with several hundred stores, and yet Mark has made this one his own.   (As I type this, he is debating the rankings of this year’s Final Four with a table full of old-timers.) So how does he do it?

First of all, Mark is being Mark. I’ve observed any number of managers over the years and one of the things that separates the effective ones is their sense of self-efficacy. They understand the value of their role to the organization and are ultimately comfortable in that role. They do not possess pretense. They are genuine in their words and deeds. What you see is what you get. Do they make mistakes? They’ll be the first to admit it. But they learn and move on.

Secondly, these managers have a vision. I’ve not asked Mark about this, but I would bet that he can clearly delineate the role of his store in the community, in his customers’ lives and in his employees’ lives. Yes, it’s a chain store, but it’s Mark’s store as well and he do what he needs to do to share that sense of ownership with everyone.

Thirdly, these managers are businesspeople. They know their numbers cold. They take the time to select good people rather than mirror-foggers. They cut their losses when an employee is not working out or a product is not selling. They use their authority to fix problems immediately and empower their people to do the same. I ordered a bagel this morning and half of the first one the server grabbed fell on the floor. Rather than throwing the rest in the trash, she offered it to me along with a complete bagel. She didn’t have to ask Mark’s permission. She sensed that this small action would promote customer loyalty.

 Panera offers good food, but so do a number of establishments within the surrounding area. I’ll keep going back to Mark’s store because of the sense of warmth and ownership he has fostered.