Several years ago, my wife and I attended one of her high school class reunions. For her sake, I won’t say which one, but let’s just say that it’s been several decades since her high school days. The event was well planned and quite enjoyable. As we were eating dinner at the banquet, I learned that the restaurant originally scheduled to cater the food bailed out just two weeks earlier. I inquired as to how this possibly could have happened and it was explained that apparently a new manager had recently been hired and there may have been other staffing issues. The restaurant is well-known and long-established in the community and it’s shocking that it reneged on its commitment. Fortunately, another restaurant was able to step up at the last minute and cater the class reunion.
I understand that things happen. Hiccups occur in the entrepreneurial world. However, it’s times like these where the real entrepreneurs shine. When we make commitments, we do whatever it takes to honor them. Sometimes this requires a great deal of creativity. Sometimes we lose money. But no matter what, we always honor our commitments. In the case of the original caterer for my wife’s class reunion, I don’t know what prevented them from following through and providing the food for the event. I found it interesting that while the reunion was in full swing, this restaurant was open and serving dinner across the street from the reunion site.
Real entrepreneurs have a “we’ll figure it out” attitude. Our word is our bond, and we’ll die trying to deliver what we promise. Since I don’t know the exact circumstances surrounding the failure of the caterer, let’s game out some scenarios. Perhaps the restaurant found itself with an unexpected labor shortage. The management may have felt that when understaffed, it could not deliver on the catering assignment. I happen to know that this restaurant has locations in other towns that aren’t too far away. One entrepreneurial approach might have been to pull staff from another town to make it possible to honor the catering commitment. I realize that this might have cost the restaurant an extra amount of money, but that shouldn’t enter the equation where a commitment is concerned.
A second scenario might have been one where the former manager made the commitment at a price that caused the restaurant to incur a loss. Maybe that’s why there’s a new manager! Regardless, if the commitment was made at the specified price, it should have been honored. A third scenario might have been one where there was a problem in the supply chain. I find this rather implausible because the cancellation occurred approximately two weeks before the event – more than enough time to resolve an issue with a supplier. However, should that have been the case the restaurant could easily have made other arrangements to procure the necessary ingredients even if it meant buying the items at the grocery store.
The point is that a real entrepreneur would just “figure it out.” Sometimes we do things with bubble gum and baling wire. At other times we deliver a result that is a work of art. The main thing is that the job gets done and the customer is thrilled. Welching on a commitment is simply unheard of to a real entrepreneur. In the case of the caterer, they are running a great risk because of their actions. I overheard some of my wife’s classmates who were so irritated that there was talk of boycotting the restaurant and writing negative reviews on social media. I’m sure the word will spread throughout the city and other high school classes will avoid using this restaurant for catering their reunions.
There is a caveat to all of this. It’s important to understand that “we’ll just figure it out” is a fine approach for entrepreneurs at the early stages of our ventures. Eventually we need to refine our systems and processes and create redundancy in every area of our operation. It’s not possible to reach a level of scale if “we’ll just figure it out” is our long-term strategy. While it may sound laughable that any entrepreneur would do this over the long haul, I can tell you from personal experience that I’ve seen many, many companies that have been in this mode for years.
Real entrepreneurs always honor their commitments. And sometimes this requires them to “just figure it out” through unconventional means.
This blog is being written in tandem with my book, “An Entrepreneur’s Words to Live By,” available on Amazon.com in paperback and Kindle (My Book), as well as being available in all of the other major eBook formats.