You’re Counting the Wrong Numbers
How chasing the wrong metrics is killing your retention (and your profit)
Restaurant operators love their numbers.
Daily sales.
covers per hour.
Cost of goods sold.
And, of course, the infamous 'missing £100' stocktake chase.
Here’s the reality:
I’ve seen GMs spend an entire afternoon digging through invoices and bin bags to find a £100 discrepancy in stock…
…but not spend a single hour in the same week addressing a £100,000 annual loss caused by staff turnover.
The Pattern Everyone Falls Into
We chase what’s easy to measure.
Stock variance? Easy.
Covers per server? Easy.
Labour percentage? Easy.
But retention?
That’s messy.
It’s behavioural.
It’s personal.
It’s not a line item on the P&L.
So it gets ignored... Until the revolving door gets so loud it drowns out everything else.
The Real Cost of Turnover
well, let’s run the conservative numbers...
Recruitment ads & time: £500–£1,000 per role
Interviewing & admin: £200
Training shifts: £400–£600 in wages
Productivity loss during ramp-up: £1,000+
Mistakes, comps, slow service during learning curve: £500+
That’s £2,500–£3,500 per person.
Lose three people a month? You’re burning £100,000+ a year.
And that’s before you calculate the damage to guest experience, morale, and team cohesion.
Why does retention get ignored?
Because it’s no one’s job.
Ops teams think it’s HR’s problem.
HR thinks it’s the GM’s problem.
The GM thinks head office should do more.
And so… nothing changes.
The Retention Framework: Fix the Leaks Before You Fill the Tank
If you want to stop bleeding money and people, you need to think like a chef fixing a kitchen line.
Step 1: Identify the leak
Run an exit pattern audit:
Why are people leaving?
Is it leadership? Hours? Pay? Chaos?
Look for themes, not one-off stories.
Step 2: Plug the obvious holes
If everyone says, “No one told me what good looks like,” fix your onboarding.
If they say, “I never knew my schedule until Friday night,” fix your rota systems.
Step 3: Build your reinforcement loop
Retention isn’t a one-time fix. It’s a system:
Daily micro-feedback. This worked, this needs work
Weekly check-ins (even if it’s 10 mins)
Monthly growth conversations... what’s next for you?
Step 4: Make retention someone’s measurable responsibility
If no one owns it, no one drives it.
Retention target: X% per quarter.
Accountable person: named, not “the team.”
So what do we do?
Every time you catch yourself obsessing over a small number, a stock discrepancy, a single bad review, a day’s food cost,
stop...
Ask: What’s the bigger number I’m ignoring?
Because chasing the wrong numbers will keep you broke, burnt out, and constantly hiring.
Retention isn’t a “soft” number.
It’s the biggest lever you’ve got to protect profit, culture, and guest experience.
Treat it like the business metric it is, and watch everything else start to improve.
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