ELECTRONIC HOUSE CALL - January 12, 2001

FRIENDS IN NEED
Christine Pfaffenbach <pfaffenbachc@whgroup.com> is looking for recommendations of cost effective companies that do phone research on restaurant competitors in the casual dining segment, such as Brand Tracker. If you have anything to contribute, please respond directly to Christine.

Todd Hubley <thubley@ns.sympatico.ca> writes: My wife and I have been operating a growing 70 seat seafood restaurant in Nova Scotia for 6 years now and we would be interested in hearing comments about type of cash register is preferred for a small restaurant. We have been using a Sharp model with PLU's set up for each item but have looked at touch screen models and PC's, etc. Our annual sales volume is about $400K and we are not really looking for anything more but ours was leased and the lease is about to expire. A PC would be more versatile for keeping customer records, doing spreadsheets, etc but we were wondering what is the most cost effective and how much do you really need for features.

DOUBLE-DIPPING
A friend asked me for a restaurant recommendation. She had a friend with a birthday and was looking for something special. She asked me for my opinion of several local restaurants. They were all good . . . but they were not special. I recommended The Green Turtle, my favorite local Gig Harbor eatery where I knew they would be well cared-for. I called Nolan Glenn, the owner, just to let him know that they were coming and that it was a special occasion. The next day, I got the following e-mail from her

"You really are a sweetheart. What a thoughtful thing it was for you to provide the appetizer. Betty ended up choosing the Thai Satay and we enjoyed it thoroughly. In fact, we had a delightful evening. You were really right about the Green Turtle and I will recommend it lavishly. At your recommendation, I had the tuna, and it was as great you said. We got samples of chowder and Betty was provided with a birthday mousse. She thought it all was very special, just as you said. Thanks again, so much."

A note from the Doc:
In the Management Insight Series interview this month, "Coach" Don Smith discusses the power of the unexpected extra. In this case the restaurant owner doubled up on it. The truth is that I didn't provide the appetizer -- Nolan did . . . but he gave me credit for it which got me some points with my friend (until she reads the truth in her copy of EHC!) Not only did he give an unexpected extra to the guests, but he gave me one at the same time. Are the guests likely to come back and say wonderful things about him? You bet! Am I likely to continue to recommend him? You bet! This is how it works, folks.

ROUNDTABLE ROUNDUP
Reservations are starting to come in for the Hospitality Industry Winter Roundtables. If you did not receive the information packet or if you couldn't open it, let me know and I will get it to you. There is a discount for early registration and another for being an EHC subscriber, so check your calendar and sign up now!

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