ELECTRONIC HOUSE CALL - November 5, 1999

A HAND IN THE TILL?
My old buddy, Alkis Krassas <alkaime@aol.com> had a question:
"Doc, do you have anything on cash handling policies and procedures? What do you do if a cashier is short $1? $10? $40? Any tricks on sudden cash drawer checking from the coaches to detect theft or stealing?"

The question got me thinking that perhaps current enforcement standards had changed in light of the staffing situation many people still experience, so I thought I would ask you for an update on h ow you are handling this. As always, if you have any advice to offer, pass it along directly to Alkis with a copy to me. I will collect the good stuff and post it on my website.

PRINCIPLES ARE UNIVERSAL
Human relations consultant Robert Kausen passes this note along. He and I are collaborating on a new book, The Effortless Organization, that we hope to have ready early next year. He writes: "I am just completing a circuit of 3-hour "Customer Service from the Inside Out" programs for hair stylists. This industry faces some personnel problems that may sound familiar. The mature more responsible people of 10-15 years ago just are not around. The GenX available workforce "doesn't want to work, are often indifferent to customers, call in sick, become resentful when coached about their attitudes", etc etc. I read this as lost people who are not enjoying their lives.

"I am basically teaching these people that they are the ones doing the thinking (creating their moment-to-moment experience) and showing them how to be more present in their lives. I've been doing these off and on over the past 14 years in several industries. It works. As people become more present their customers feel better cared for. In the hair salons, tips have increased about 250%, quality is up and turnover is down, and referral business has tripled. Employees report that they are enjoying better relationships at home as well.

"Of course, three hours is not the end of the story. By teaching managers how to create a healthier work environment employees learn to increase their presence -- and, by the way -- their enjoyment. As you and I have often discussed, if you are not having a good time in your life, you are missing the point."

A note from the Doc:
These are the same principles I have been teaching in the hospitality industry and the results are the same. I watched one server go from making 10% and working his butt off one night to making 25-30% and cruising the very next night -- merely by becoming conscious of "being at the table when he was at the table."

THE FAMILY GROWS:
Speaking of training these principles, I am pleased to report that Don Elkington of Elk Consulting in Memphis is now my chief staff trainer. I recently observed Don presenting a program to a group of servers from Chevy's, Houlihan's and Tony Roma's. I think he did a better job of it than I could have! Having Don on board will make it even easier to arrange training for your crew -- Don's schedule is less hectic (and his fees more reasonable) than mine. For more information, call me or contact Don directly at (901) 751-3553.

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