Scott Greenberg

3 days ago | nrn.com | Scott Greenberg

I remember attending one of our franchise system’s national conventions when the corporate team announced a new shift in language: from “customer” to “guest.” They rolled out a thoughtful presentation explaining why this change mattered — how the word guest signaled warmth and welcome, and how it better aligned with the kind of experience we were trying to create. The idea made sense. I liked it. Many of us did. But in day-to-day operations, many franchisees didn’t fully embrace it.

1 month ago | entrepreneur.com | Scott Greenberg

Para algunos dueños de negocios y gerentes, hacer que los empleados asuman su responsabilidad es algo natural. Para otros, es una experiencia estresante. Temen parecer demasiado duros, enfrentar resistencia o dañar las relaciones. Hace poco un gerente me dijo: "No quiero ser el malo de la historia". Otro admitió: "Odio la confrontación". Irónicamente, estos mismos gerentes no sienten resentimiento hacia sus propios jefes por hacer cumplir los estándares.

1 month ago | businessandamerica.com | Scott Greenberg

Opinions expressed by Entrepreneur contributors are their own. For some business owners and managers, holding employees accountable comes naturally. For others, it’s a nerve-wracking experience. They worry about seeming too harsh, facing pushback or damaging relationships. One manager recently told me, “I don’t want to be the bad guy.” Another admitted, “I hate confrontation.”Ironically, these same managers don’t resent their own bosses for enforcing standards.

1 month ago | entrepreneur.com | Scott Greenberg

For some business owners and managers, holding employees accountable comes naturally. For others, it's a nerve-wracking experience. They worry about seeming too harsh, facing pushback or damaging relationships. One manager recently told me, "I don't want to be the bad guy." Another admitted, "I hate confrontation."Ironically, these same managers don't resent their own bosses for enforcing standards. In fact, they often respect them more for it.

1 month ago | nrn.com | Scott Greenberg

For some restaurant managers, holding employees accountable is second nature. For others, it’s a nerve-wracking challenge. They don’t want to come across as mean, risk pushback, or damage relationships. One manager recently told me, “I don’t want to seem too hard on them.” Another admitted, “I’m a people pleaser.”Ironically, these same managers don’t resent their own bosses for holding them accountable. In fact, they respect them more for it.