Feedback framework — how we give and receive it

framework #culture

Feedback at Lancey is direct, kind, and useful. Three rules:

1. Specific over general. "Your shake was too short" beats "your cocktails were off tonight." Specific is actionable. General is just hard to hear.

2. Behavior, not identity. "When you cut that guest off, the tone landed harsh — try 'I'm not able to serve you tonight' next time" beats "you're rude to drunk guests." Behavior changes; identity attacks shut people down.

3. Two-way. Anyone can give anyone else feedback. Manager → bartender, bartender → manager, server → server. The room runs on calibration; calibration runs on feedback. No one is above it.

When you receive feedback:

Thank the person, even if you disagree.
Sit with it for 24 hours before reacting.
Ask one clarifying question if you need to.
Decide what to do with it — change, adjust, or note for later.

When you give feedback:

Wait until you're off the floor.
Frame it as observation + impact + suggestion.
Don't pile it on — one piece at a time.

Feedback is the floor's compound interest. Skip it, and we drift.