Unlocking Potential: The Secret to Getting Ahead is Getting Started
Posted by Sarah Heward on 25th Apr 2025 Reading Time:
Welcome to this edition of Trade Talks, where we bring you insights straight from the fryers of the fish and chip industry. In this column, Sarah Heward, founder and co-owner of The Real Food Café, shares her perspective on the trade.
All too often, we struggle to find quality leaders to run shifts or manage our businesses, when in fact—with the right encouragement, support, and rewards—they are already right in front of us, within our existing teams.
However, these untapped leaders of tomorrow often don't believe they have the potential or 'what it takes' to put their heads above the parapet. Fear, self-doubt, and limited self-belief are common and significant barriers for many people.
However, in my experience, modest individuals are frequently the most effective, in contrast to those who, while more self-confident, may overpromise and underdeliver.
Our industry—and our businesses—desperately need the very best leaders we can develop, attract, and retain. Without talented leadership to navigate the challenges currently facing small independent enterprises, we may struggle to withstand the rigours of today's commercial world well.
Part 1 - Background
Often, people working in Fish & Chips, hospitality and catering view their roles as temporary—just a stopgap while they wait for their 'real' job or big break in another career.
What they don't always see is that the very career they're searching for—the one they'd truly excel at—could be right in front of them.
As employers, we have a responsibility to understand what holds people back from stepping up. Do they feel proud to work for our business? Do they see a future here? Perhaps they believe hospitality lacks prestige, or they don't realise there are many career pathways and opportunities to shine the industry can offer. Is our company culture strong enough to show them there's room to grow, to lead, and to thrive?
Catering & hospitality has long suffered from a poor reputation when it comes to work-life balance—long and antisocial hours, being on your feet all day, and limited time off are all factors that push some to look elsewhere. But that's not the whole story. A lot of these commonly held beliefs are not necessarily the case anymore.
We can be flexible and offer part-time shifts and bespoke days that fit in with people's lives, such as mornings, lunchtimes or evenings only, some prefer weekdays, for others weekends work better.
Not everyone is looking to climb the career ladder. Some people simply want to do their bit and head home without the added responsibility of leading others—and that's absolutely valid.
But for those who do want more—for those who do want to grow, take ownership, and lead—the real question is: what is their 'why'?
If we can understand what drives them, we can support them in a way that's truly meaningful and help shape a path that reflects their ambition.
If we can uncover that, we can build something meaningful. We can create a workplace people want to be part of—a place they're proud to lead. A career in hospitality can be richly rewarding, whatever that means for the individual. It's not just about cleaning tables, sweeping floors or serving food. The industry encompasses everything from marketing to HR, logistics, facilities management, finance, and more.
Let's show our teams that their potential is not only recognised—but actively nurtured.
By investing in growth and showcasing the breadth of opportunities available, we can equip our people with the skills, confidence, and mindset to see hospitality not just as a job—but as a viable, fulfilling career.
Part 2 – Skills
Whether or not someone sees their long-term future in this industry, leadership experience in Fish & Chips, hospitality and catering can offer enormous value.
With the right training and support, our people can develop:
- Confidence in communicating effectively with a wide variety of people
- Experience in handling pressure and solving problems
- Team leadership and conflict resolution skills
- Customer service excellence
- Financial awareness and business acumen
- Time management and the ability to prioritise effectively
- Discipline in record-keeping and organisation
These are transferable, career-enhancing attributes—skills that not only serve our businesses well but also become valuable assets in any future profession. It's a win–win all round!
Part 3 – How do we overcome resistance?
In my experience, there are no silver bullets, cheat sheets, or shortcuts when it comes to attracting and retaining the best people. In a rural location like ours, it can be doubly difficult. Creating the right culture is crucial to achieving the best results.
As leaders, we should be continually striving to improve—developing our own skills, refining our processes, and evolving our culture and our systems.
Even at my age, every day is a school day. It's a cliché, but it's true!
It's not always easy, but by investing in support and putting clear structures in place to nurture those ready to step up, we can achieve meaningful, lasting results.
So, what else can you do?
- Provide clear job descriptions and an organisational chart so everyone understands their role and where they fit into the bigger picture
- Create bite-sized, step-by-step training plans
- Offer a buddy system during the first few weeks
- Provide coaching to build personal confidence, align personal and business goals, and challenge self-limiting beliefs
Part 4 – specific tools
We use a range of tools to support this process, a small selection of which I'll share below to give you a flavour of our approach.
The Line of Choice
One of the cornerstones of our coaching toolkit is centred around choice. We call it The Line of Choice.
Adopting a mindset of self-belief starts with taking responsibility for the things we can influence—instead of making excuses, blaming others, or living in denial.
This simple concept can result in real lightbulb moments. That said, we're all human, and now and then most of us slip into a victim mindset—for one reason or another. That's OK, if we recognise it and don't stay there.
This can be a great wee practical tool to use daily at the coal face, when coaching team members.
The Six Steps to Building a Winning Team
Another key part of our approach is a framework we call the Six Steps to Building a Winning Team.
- Strong leadership – This starts with us: you and me.
- Set common goals – A collaborative activity that should be revisited every year or two to stay relevant.
- Create Rules of the Game – This is another team exercise, focused on shaping the workplace culture we all want. Our team, for example, came up with rules like: "We will not moan or speak badly behind others' backs."
- Make an action plan – Structure and discipline in documentation helps us stay on course.
- Support risk-taking – It's OK to make mistakes, as long as we learn from them. Don't hang people out to dry!
- 100% participation and inclusion – You can't cherry-pick. Everyone is in, or it doesn't work.
- Adversity Toolkit
The final tool I'll share for now is my Adversity Toolkit. Everyone faces tough times—though I sincerely hope you never have to go through some of the things I've experienced.
This toolkit has been shaped by the challenges life has thrown my way, and the lessons they've taught me. They weren't easy to learn, but they've become some of the most valuable tools I carry with me.
Conclusion
Developing great leaders doesn't happen by accident—it takes intention, patience, and a willingness to believe in people before they believe in themselves. But when we do it right, the results speak for themselves.
By creating the right environment and culture—one that's structured, supportive, and grounded in shared values—we give people the confidence to grow. Some will seize the opportunity to lead. Others may not, and that's OK. What matters is that everyone feels seen, valued, and empowered to make the most of their time with us.
That's how we build a stronger team—and a business that lasts and thrives.
Did you enjoy this Trade Talks column? Have industry insights or thoughts to share? We'd love to hear from you! Drop us a line at info@worldofceres.com.