ELECTRONIC HOUSE CALL -- April 30, 1998

WHAT DID YOU LEARN FROM YOUR STAFF TODAY?
Can you answer this question? Every day? If you can't, you are not listening. If you are not listening, you are not learning. If you are not learning, you are not moving forward. It is lonely at the top if you think you have to have all the answers. In my experience, the best leaders are also the best students. What did you learn from your staff today?

A MESSAGE FOR THE SERVICE STAFF
There is a difference between service and hospitality. Service is a mechanical function. It is about serving from the left, clearing from the right and not spilling wine on the tablecloth. It is about serving hot food hot and cold food cold. It is about timing. It is essential and you have to have it handled . . . but it is not hospitality.

Hospitality is a human equation. It is a personal gift of caring. It is about me taking care of you . . . because it is YOU, not because you're part of the 75 people who are coming through my station tonight. You never serve 75 people at a time anyway. You serve one person at a time in 75 different scenarios. It is the quality of those individual interactions - the level of personal caring and hospitality you provide - that determines your success, both professionally and financially.

(excerpted from "50 Tips to Improve Your Tips.")

RECYCLED IDEAS
Here is an idea originally presented in my "Home Remedies" newsletter in September 1995. I received the following piece from Jim Welch, owner of J. Timothy's Restaurant in Plainville, CT. He got it from a restaurant on Cape Cod (my old stompin' grounds!) It was printed on a card that was given or at least made available to the guests. I thought it might be worth another visit.

What is a restaurant?
Somewhere between the excitement of the Broadway stage and a September football scrimmage, we find the extraordinary phenomenon called the restaurant. Restaurants come in assorted sizes, prices and themes. But all restaurants have the same creed: to serve people every minute of every hour of every day.

Restaurants are composites. They are places to fill up. Flake out. Celebrate. Remember. Even forget. To your competitor, you are always filled. Stealing his help. And you have the greatest chef. The cleanest kitchen, with real personality bartenders. To your guest, you are a swinger. Party boy. Living the life of Riley. And someday, as they always say, "When I retire, I am going to open a little place of my own." Restaurants live with phrases like "We're two dishwashers short." "The chef picked up his knives." And "Do you call this stroganoff?" Your steady guest of ten years just told you his steak was cold and this is the last time you'll ever see him. It's the only business where you are only as good as your last meal.

A restaurant is a smile on your face with two waitresses short. A new gray suit with cherry stains on the sleeve. It's shaking hands with the Mayor while your left hand is on the plunger. It's smiling at strangers with two hours sleep, while your kids ask "When is daddy coming home?"

A restaurant is trying to be Cecil B. DeMille and Rodgers and Hart while the script is controlled by your friendly banker. It takes the finesse of the art collector with the fortitude and skill of a plumber.

But . . . a restaurant is the World Series, Rose Bowl and Oscar night - all rolled into one when you hear those heartwarming words "It's the best meal I ever had . . . and we'll be back."

Thank you for sharing this time with us.
Maxine & John Zartarian

A FEW REQUESTS FROM THE FIELD
Whatever the question on your mind, somebody out there probably has some ideas that can help. Here are a few inquiries I received lately where I didn't have much to suggest or where more input would be helpful. If you have any suggestions, please contact the requester directly.

From Joe Nullet <joe44@mediaone.net>
I have started a training program for the homeless at our center in Jacksonville, Fla. Do you know of any other programs to train the homeless for restaurant positions? Can you suggest any materials that may help us?

From Susan Quam, Wisconsin Restaurant Assn <susaquam@wiscrest.org>
Do you know any training videos specifically on bussing tables?

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