The meat for that day’s service hadn’t been ordered.
Somebody forgot. It happens. We found out on the day, with service getting closer.
Nobody rang me.
The person running that section rang the supplier and confirmed the order had never been placed. He asked whether we could still get a delivery that day or failing that, the next.
In case it didn’t arrive in time, he went to the shops and bought just enough to get through service.
He didn’t ask me. He knew what needed to happen and got on with it.
Service ran on time.
Here is what I took from it.
A problem can need sorting straight away without needing the owner.
The meat was needed that day. Waiting wasn’t an option. But the next steps were clear: check with the supplier, find out what was possible, and arrange enough to get through service.
None of that needed me.
At the cafe, the gaps ended up with me. Not because anyone decided that was the plan. Because nobody had been told where their authority stopped.
The canteen isn’t magic. There are three of us with real experience, so decisions don’t sit with one person. The routines are written down. We alternate shifts, so if someone can’t make it, someone else can cover.
Afterwards, we added one check: confirm the order actually went through.
We didn’t need to rebuild the operation. We needed to close that gap.
I’ll say this plainly: he knew what to do partly because he had the experience. A new starter might not have thought to buy enough to get through service. Having the steps written down helps. So does knowing who has the experience and authority to act.
The point isn’t that anyone can handle anything.
It’s that I’m not the only person who knows what to do.
That is a massive weight off my shoulders.
Here is something to do this week.
Write down three problems that could land on you: a missed order, someone calling in sick, a piece of equipment breaking.
For each one, write:
Does it need action now, and how do you tell?
What is the first thing to do?
Who can decide, and what is their limit? A dollar amount, or “check with me if…”
When does it need to be escalated, and to whom?
Then sit down with the person who would deal with it. Ask them to talk you through what they would do.
Fix anything they still need you to explain.
If only one person knows the answers, that’s your gap.
Can your venue run without you? Take the five minute Owner Freedom Audit.
Next edition: Your venue is busy. So why is there no money?