The BIFF Response® method stands for Brief, Informative, Friendly, and Firm and is a powerful tool for responding to challenging communications while keeping things calm and clear.

I'm going to ask you to forget the Golden Rule of “treat others how you want to be treated” and graduate to the Platinum Rule: “treat others how they want to be treated.”

Without a culture of feedback, once a month or so, after a grueling shift, I would march into the chef’s office (a closet under the stairwell) and threaten to quit.

Most people join the restaurant industry because they love food and hospitality. But what happens when their roles inevitably become more about managing people?