|
2.
Culture
The
Hanon Heritage
When
Pat Hanon attended Saint
Louis University in the
mid 1960's, he had every
intent on becoming a psychologist.
He found people fascinating.
Recently married, Pat
helped make ends meet
while in school by holding
a part-time restaurant
job at the Cheshire Inn.
Pat
knew he had the head and
personality for business.
From running his own successful
paper route as a nine-year-old,
to rapid advancement from
busboy to manager in the
restaurant business, Pat
opted to add business
as a minor field of college
study. He felt gaining
a better understanding
of business protocol would
be good, eventually, for
his intended psychology
practice.
It
could be argued that Pat
Hanon has been practicing
psychology ever since,
but upon graduation from
college and a stint in
the Marine Corps, he never
hung a shingle for his
medical practice. Instead,
Pat devoted his time,
attention, energy and
passion to becoming a
noted and successful St.
Louis restaurateur.
The
key to any business is
really two-fold. First,
you must have a quality
product or service. Secondly,
you have to be good with
people. In the food business,
one deals with a wide
range of people: customers,
employees, suppliers and
vendors. In the end, it
takes great skill to ensure
that everyone is working
on behalf of the establishment
and toward the same common
goal: business success.
Picture
little Pat standing on
a St. Louis street corner,
pedaling afternoon newspapers.
Even then, he understood
the "art" of
the sale. At some level,
selling, from newspapers
to fine food, is about…entertainment.
According
to Pat, the restaurant
business is like show
business. People go out
to eat, not just for the
food and drink, but to
be entertained. As he
likes to point out, the
menu is the script; the
table, chairs, dishes
and silverware are the
props; lighting and scenery
are important; and the
servers are "center
stage".
And,
you can't be shy. Growing
up, Pat Hanon had a stuttering
problem, but, he says,
never in a restaurant.
He felt comfortable there.
Quickly, he realized that
the restaurant was his
element. He also discovered
that while great food
can never overcome poor
service, great service
can overcome poor food.
It's
no surprise that Hanon
restaurants are great
family venues. Family
is at the core of the
Hanon culture. Married
since college to his wife
of more than 40 years,
Joanne, and with two sons,
David and Patrick, active
as managers in the business,
Pat suggests his legacy
is not his restaurant
and hotel properties,
but, his family.
"When
I look down from Heaven
someday, I hope to see
my children successfully
raising their children
with the same type of
love that we raised ours,"
Hanon said.
It
turns out that life as
a married college student,
courses in psychology
and business, a new family
to support, and supporting
that family through employment
in the restaurant business,
would always form the
core of Pat Hanon's life.
Thus, it's easy to understand
why those ingredients
make up the culture of
the Hanon company.
Virtual Tours
Best Practices: Creating
the Culture
Best Practices are tried-and-proven
management concepts which
outline a technique, method,
process, activity, incentive
or reward that is most effective
at delivering a positive
outcome in the workplace.
Through understanding and
implementing these processes
and continually measuring
workplace execution against
these standards, job performance
can be executed with fewer
problems and unforeseen
complications providing
a greater level of satisfaction
for the worker, and, if
relevant, the customer.
Listed
below are Hanon Management
Best Practices. These
standards will change
and evolve over time,
so, check back frequently
to stay current on expectations
in the workplace.
Be
Positive—WE will
strive each and every
day, both in the workplace
and beyond, to be positive
in our attitude, outlook
and approach.
Be
Professional—WE
will conduct themselves
always and in all ways
in a professional and
courteous manner, both
to customers and fellow
employees.
Be
Personable—WE
will present ourselves
in a friendly, approachable,
knowledgeable and helpful
manner.
Be
Punctual—WE will
be on time and available
in a timely fashion, whether
it is reporting to work,
serving customers, or
supporting fellow employees.
Be
Proactive—WE
will seek to provide outstanding
service every time and
anticipate problems, concerns
and needs BEFORE they
happen.
Be
Perseverant—WE
will recognize that not
everything comes easily,
but our reward comes in
the satisfaction of knowing
that we have gone beyond
the call of duty to provide
an exceptional level of
service.
|
