ELECTRONIC HOUSE CALL - May 5, 2000

WHAT ARE YOUR BEST RECRUITING IDEAS?
I am updating the recruiting section of my staff selection system and would love to include current best practices from different segments of the industry. Please share the ideas that have worked best for you. All contributors will receive a copy of the full final list, including the 150+ ideas I already have.

THE SCAM WHAT AM
I received some interesting responses to my note last week about the possible credit card scam (www.restaurantdoctor.com/ehc/ehc117.html). Here are a few of them:

Jerry Wares, formerly of Chelan, Washington, now of Perth, Australia:
That same thing happened to me at Campbell's back in Chelan. Someone claimed they gave some cash with their cc and I was certain they hadn't (we used those vinyl folding wallets for check presenting so notes blowing off virtually couldn't happen)...What I did from then on was to look the payer in the eye and within earshot of one other person at the table or straight to person if alone, ask if the check amount of "$150" was to be charged to their Visa and wait for the confirmation. If they were paying by cash, I would make sure enough cash was there and again verbally ask if they wanted to pay the whole amount from the cash tendered. It was never an issue again.

Mike Ruddy of the Steaksmith Restaurant:
I come from a fine dining background where the customer pays the waiter not a cashier. I recommend with any large bills writing what was presented on the back of the check. Especially split methods of payment. It counteracts customers "memory loss" and human errors (staff & customers) with making change. I've been in a situation where a staff member dropped a large bill out of the billfold 30 feet from after picking it up from the table and the customer was right when saying a large bill was included with the credit card. I searched the dining area with a flashlight till it turned up. The best way to prevent problems is to "eyeball" the billfold discretely while walking away from the table. If something was dropped, misplaced or forgotten it is addressed within plain sight of the customer and keeps everyone above reproach. I think the $100 gift certificate is a judgment call the manager would be inclined to make out of goodwill. The customer could be right in this situation. If a $100 was accidentally dropped and a customer enroot to the restroom saw it and kept it, whose problem is it? The restaurant unless 100% sure the employee is right should give a gesture of goodwill to the customer and reevaluate it's protocol for handling the payment of checks.

Jim Covert of the Country Cafe in Lapeer, Michigan:
Tell the guest that you want to be sure he is not shorted so you need his name, phone, etc and at the end of the night if the drawer comes out over by the disputed amount, you will contact him and refund the difference. Scammers will get angry and insist that you settle it now (They don't want you to think about it). Stand your ground and tell them that's the best you can do. If they persist, tell them we can call the police and have them help to settle the matter. Remain calm and non-accusing throughout. If it's for real, they'll understand and be patient with the process, if not, they'll continue to argue in anger. You might have to call the police anyway. In any event, the scammer becomes more obvious as the process goes on. Consider asking a friend at the bank how they deal with a customer who claims an error right after they leave the tellers window. I'm sure the local police would have a few tips on this as well.

INFORMATION UPDATE
The May issue of Home Remedies is in the mail and the Management Insight Series tapes featuring my interview with Randy Rayburn of Sunset Grill in Nashville will be out within the week. Awesome information from Randy. I just completed a very stimulating interview with Phyllis Ann Marshall for the June MIS tape. If you are not already a subscriber, take a look at www.restaurantdoctor.com/MIS.html. You can sign up online. The online book ordering is also up and running! New pictures of the house will go on the site this weekend!

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