An Interview With Fotis Georgiadis
Celebrate successes with everyone as they happen- This was so important to looking towards a brighter day and keeping the team focused on solutions while having fun and taking care of each other and our guests. We would have them shoot short videos with their teams showcasing their teamwork and sense of belonging with challenges that required the entire team to come together in play, song and or stories. Everyone must work for a living, so we want you to have as much fun as possible while doing it.
As part of my series about the “Five Things You Need To Be A Highly Effective Leader During Turbulent Times”, I had the pleasure of interviewing Mike Harper.
Mike Harper is a respected executive in the hospitality industry with a passion for inspiring and developing talent. He has over 34 years of restaurant experience and has opened over 38 restaurants. Mike’s uncompromising drive has allowed him to work his way up from a teenage line cook to now Chief Operating Officer of the most exciting fast-casual brand on the restaurant scene, Bolay.
Thank you so much for your time! I know that you are a very busy person. Our readers would love to “get to know you” a bit better. Can you tell us a bit about your ‘backstory’ and how you got started?
I come from very humble beginnings. Since my mother was a single mom of three and worked 2–3 jobs just to take care of us, I had to start working at a young age and help with my siblings. I would help prepare meals, help with homework, bathe, and make sure everyone was in bed on time. I had no choice but to grow up quickly. Going to college wasn’t an option for me, so I was determined to earn my way to an Executive position one day.
I believe good things happen to good people and stayed on that driving path. Never wasting time nor energy on making excuses or blaming others, only seeking and implementing solutions. I take a WE approach when working on opportunities and hold myself highly accountable. Collaboration and trust are at the core of my decision making instead of “I know better, and I have all the answers.”
Much of my career has been taking over a failing/struggling restaurant, or an area of restaurants, and made them better, until Bolay. Now, for the first time, I’ve had a hand in starting, shaping, and growing a restaurant concept. Removing the friction points between guest, team, and the company. Turning the traditional approach on its head and working to be the best. I aspire to be the Leader I wish I had coming through the business as well as reflect many of the amazing things learned along the way from some of the best Leaders out there.
Can you share a story about the funniest mistake you made when you were first starting? Can you tell us what lessons or ‘take always’ you learned from that?
One story that sticks out and left me mortified as a young leader was trying to make connections with my guests. I made the mistake of asking a woman when she was due, and she not so politely made me aware that she was not pregnant. The only thing I could do was apologize, buy her dinner, and make a note to never ask an uncertain question regarding people unless I was 100% sure or if they divulged the information first.
None of us are able to achieve success without some help along the way. Is there a particular person who you are grateful towards who helped get you to where you are? Can you share a story?
There are many people who have had a hand in shaping the way I lead and who have given me the confidence, opportunity, and support along the way. The person who is directly responsible for giving me the opportunity to become the COO of Bolay would be Tim Gannon. I worked with Tim at Outback Steakhouse for almost 15 years. I was inspired by his commitment to quality and excellence while also pulling people in and together to show the power of collaboration. After managing and leading Tim’s multi-unit chicken concept, he and his son Chris decided to build Bolay. At that point, Tim offered me the COO position and laid the weight of the world on my shoulders. Tim has always set the goals high and helped those around him focus on the solution versus complain about the issue. Tim has not only always believed in me every step of the way, but he has always trusted me with his businesses. I will always be grateful for this continued mentorship and will never take that for granted.
Extensive research suggests that “purpose driven businesses” are more successful in many areas. When your company started, what was its vision, what was its purpose?
When Bolay was first launched, there was a void in the industry for fast casual restaurants that provided whole food options. We wanted to become that place that people could fuel their bodies with the right foods to energize. Each ingredient has been selected with care and purpose with the guest in mind. We believe great food does great things for the body, mind and spirit and should be accessible to everyone. Our team strives to inspire our guests and each other to be the best versions of themselves through an extraordinary culture. It’s our great pleasure to serve our flavors in an immaculate environment.
Thank you for all that. Let’s now turn to the main focus of our discussion. Can you share with our readers a story from your own experience about how you lead your team during uncertain or difficult times?
There are many times in life when running and growing a business can be very challenging, but nothing prepares you for a pandemic. We were just 5 years old when the pandemic hit. Heading into 2020, we had big plans with many things in motion. Our development team had leases signed, we had hired leaders in preparation for the growth and rolled out several tech integrations. Suddenly, we were told that we had to shut down the dining rooms with many new rules and mandates to follow. At this moment of uncertainty, the CEO, CFO and myself had to figure out our next step with no direction or history to pull from. I remember telling our team that no matter what we do now, we must think about who we are on the other side of this. We can’t make any decisions that would negatively affect our culture and or what we stand on. To make a long story short, because I could write my own book on this, here are a couple of things I focused on.
- Make decisions that won’t change your commitment or credibility.
- Be honest with the team helping you work through it, daily and sometimes multiple times a day. The team can’t wonder what’s going on and what’s next. Our job as leaders is the be certain they know what to do and what’s next.
- Be available, listen and react.
- Keep everyone focused on what’s next!
Did you ever consider giving up? Where did you get the motivation to continue through your challenges? What sustains your drive?
Giving up never crossed my mind! My commitment to my team, my family, and to those that supported me to get here drove my desire to win and figure this out. We are always working to improve the lives and work experience for our team. Here are a few mantras that help keep me motivated:
- We are in the people business; we just happen to serve food.
- Close is never good enough!
- Success is measured by our guests’ intent to return and recommend.
What would you say is the most critical role of a leader during challenging times?
The most critical role of a leader during challenging times is having to be able to make thoughtful, sound, and balanced decisions while listening and acting where needed and necessary. It’s not only about being visible but working side by side with your team that is responsible for helping share diner experiences. Don’t damage your trust and credibility because that will be very important on the other side of a crisis.
When the future seems so uncertain, what is the best way to boost morale? What can a leader do to inspire, motivate and engage their team?
Listening and tending to your team’s needs is so incredibly important. We must continue to paint an optimistic picture of the future as we continue to do the hard work now. A few things I do to show my team I care include:
- Sending thoughtful care packages to the team.
- Publicly highlighting and sharing the good.
- Checking in on teams to let them know you’re there for whatever they need
- Empowering them to be part of the solution and share the little wins with the team.
What is the best way to communicate difficult news to one’s team and customers?
The best way to communicate difficult news is face-to-face and with full transparency whenever possible. I’m a big believer in always explaining the why on any decision or change.
How can a leader make plans when the future is so unpredictable?
It’s important for a leader to have a plan A, B, C. and D. Ideally, your Plan A will go according to plan, but having a plan B if certain things don’t happen while also having other plans in place to pivot will allow flexibility you need in the case an environment changes and affects your plan.
Is there a “number one principle” that can help guide a company through the ups and downs of turbulent times?
The number one principle that helps guide a company is keeping your credibility a priority and over communicating to alleviate feelings of uncertainty amongst the team.
Can you share 3 or 4 of the most common mistakes you have seen other businesses make during difficult times? What should one keep in mind to avoid that?
Some of the most common mistakes I’ve seen other businesses make during a difficult time include:
- Making a drastic decision too quickly based on changes due to emotion versus on data and facts.
- Not considering everyone on your team when making changes.
- Following what others are doing instead of relying on your team.
- Making poor decisions that are against your purpose or core values.
Generating new business, increasing your profits, or at least maintaining your financial stability can be challenging during good times, even more so during turbulent times. Can you share some of the strategies you use to keep forging ahead and not lose growth traction during a difficult economy?
- Be reasonable and continue to make opportunities available or you’ll give your team a reason to leave and look for opportunities.
- Minimize your menu to help waste, labor, speed etc.
- Take advantage of a challenge and learn how to be quick and adapt to any situation. When we had to close our dining rooms, we quickly pivoted in one day and created curbside pickup.
- Continue to spread goodwill in the community so people know you’re still there fighting through the challenges.
- Make labor and menu adjustments, turn services off that are not essential and that are costing you money.
- Take care of your people.
Here is the primary question of our discussion. Based on your experience and success, what are the five most important things a business leader should do to lead effectively during uncertain and turbulent times? Please share a story or an example for each.
- Plan- Do a SWOT analysis to understand strengths, weaknesses, opportunities, and threats. Review the plan with your team and ask for their input. Once everyone is in agreement, have the plan written out so there’s no misunderstandings and the direction is clear.
- Communicate- Just because you might understand something doesn’t necessarily mean everyone else does. Communicate daily (and sometimes multiple times a day!) with your team to ensure everyone feels heard and offer the chance to ask questions. When there are difficult times to lead through, some of your team will fear the worst and having open communication is key.
- Listen- Listen to your team and work to really understand them and their viewpoints before you begin to give direction. It is very important that your team feels heard and understood so that you make sure everyone is on board with ideas or processes that come across the table.
- Be there and be present- Although I communicate with my team often, I find it very impactful to be with the team in person. Visit as many of your locations and staff as you can so they see you regularly and are able to feel your leadership and support. This environment is also conducive to giving them the opportunity to ask questions one-on-one.
- Celebrate successes with everyone as they happen- This was so important to looking towards a brighter day and keeping the team focused on solutions while having fun and taking care of each other and our guests. We would have them shoot short videos with their teams showcasing their teamwork and sense of belonging with challenges that required the entire team to come together in play, song and or stories. Everyone must work for a living, so we want you to have as much fun as possible while doing it.
Can you please give us your favorite “Life Lesson Quote”? Can you share how that was relevant to you in your life?
“Great leaders never set out to be a leader, they set out to make a difference. It’s never about the role, it’s always about the goal.”
This has always kept me on track to focus on the mission and my team instead of myself. Success is sure to follow when you hit those goals.
How can our readers further follow your work?
Thank you so much for sharing these important insights. We wish you continued success and good health.
Mike Harper of Bolay: Five Things You Need To Be A Highly Effective Leader During Turbulent Times was originally published in Authority Magazine on Medium, where people are continuing the conversation by highlighting and responding to this story.
