ELECTRONIC HOUSE CALL - February 19, 1999

WHAT DID YOU LEARN FROM YOUR STAFF TODAY?
Regular readers know that this is a daily question . . . and one to which you should try to have a fresh answer every day. Melanie Talbot of Green River BBQ took my little query to heart and sent the following note:

1.) I learned that my crew really does care about portion control if you take the time to explain it to them and have them work it out. My head cook was showing me how she was wasting my money and was glad to show me how to correct it. She did a very good job!

2.) Lilly, one of my best employees ever, said that her daily goal is to make it a great day for everyone who enters the front door. Some are a challenge and some are not. I learn from her every day.

MORE SCAMS
Richard Henke of the Malt Shop in Minneapolis contributes this one for the collective good:
Reading your recent restaurant scams brings to mind one that has been tried on us several times -- I assume because it worked on us once. A customer comes in and tells the host that he picked up a carry out order for 4 hamburgers and fries a few days ago and was very dissatisfied with it so he called back and the manager told him we would give him a replacement order the next time he came in. He's here now to collect his replacement. Our response is to ask for the day and time and specifics of the order and his phone nuber so we can look up his order in our computer and verify the claim. After a half dozen attempts, I think the word is out that we aren't going to fall for this one anymore.

A note from the Doc:
This is a good case to set up a daily communication log where each shift notes events of interest, equipment problems, personnel items and the like. It will help make sure that everybody gets "the word" and give you a place to go for an answer if a scam like this is attempted.

WOW!
The initial response to my new book, "There's GOT to Be an Easier Way to Run a Business" has been amazing. It seems like people buy one copy, read it and order copies for all their managers. It seems to be a message whose time has come.

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