Frameworks
-
Mistake recovery framework — the four steps
framework #culture Every mistake follows the same four-step recovery: 1. Acknowledge. Out loud, to whoever's affected. "That was on me." Don't...
-
Communication framework — peer-to-peer and up-to-MOD
framework #culture Two channels, two rhythms: Peer-to-peer (lateral): Quick, direct, in-service or pre-shift. "I need ice." "Cover my well for 2."...
-
Ingredient cost reference (per oz)
reference #costing #beverage-grid This is the master reference for cocktail pour-cost math. Update inputs in the beverage grid in Google Sheets; this...
-
Guest recovery framework — A.A.F.T.
framework #culture When something goes wrong with a guest, run the A.A.F.T. sequence: Acknowledge. "I'm sorry that happened." Direct. No deflection....
-
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...
-
Decision framework — when to act, escalate, or wait
framework #culture Three buckets: Act: Anything under the $50 comp authority ceiling. Standard service recovery. Mid-shift judgment calls (cut a guest...
-
Corrective Action Framework
This is the escalation ladder for every policy violation at The Lancey. When a manager links you to a specific rule article, this is the framework...
-
Empowerment Framework
You are empowered to make a guest experience right on the spot, up to $50 per incident, without manager approval. The four-step play Acknowledge. Out...
