ELECTRONIC HOUSE CALL - March 2, 2001

After a couple of days at home, it's off to Anaheim for the IFSEA convention on Saturday, then to Vancouver for the BC Restaurant Show on Sunday.

ROCKIN' AND ROLLIN' ON PUGET SOUND
I was home long enough to do a little "house surfing" with our earthquake on Wednesday. Margene and I are fine. We had a lot of things bounce off mantels, fall out of cabinets and the like. A few cracks in the garage floor and driveway but nothing that appears structural. It was quite a ride, though!

WAFFLE WISDOM!
The following piece is reproduced with permission from Jeff Blackman's E-letterThe Results Report. Jeff Blackman is a speaker, author, business-growth specialist, success coach, broadcaster and lawyer. Contact Jeff at 847.998.0688 or to subscribe, visit his web site at www.jeffblackman.com. © Blackman & Associates, Inc.

They don't get it! Meaning, I am baffled by entrepreneurs, managers, business owners and employees who don't realize that it's their job to make the life of a customer easier, not harder. However, I am thrilled when I find folks who do get it! Like the team at First Watch restaurant. In December, my family and I had a delicious and bountiful breakfast at First Watch in Phoenix.

The fluffy pancakes were piled high and smothered in butter. The maple syrup gently oozed in and out of each waffle crevice. The eggs benedict sauce was velvety thick and creamy. (Okay, this stuff wasn't fat free, but it was yummy!) However, what impressed me most was the following language on the First Watch menu:
- Thanks for coming in. We take pride in trying to meet the special needs of our guests whenever possible.
- Separate checks anytime you ask just give us a couple of extra minutes.
- No extra charge if you share or ask for an extra plate.
- Special requests are not a problem. If we can, we will!
- We never charge an automatic gratuity for any size party.
- Kids menus are available, just ask.
- Gift certificates are available.
- Enjoy smoke-free dining.

So I ask you . . . are you making the lives of your customers and prospects easier or tougher? What are you doing to help them attain a more favorable future?

A note from the Doc:
It can be enlightening to review everything you produce for your guests and staff and notice how many times you are saying no, don't, can't or delivering other such negative messages. The answer is, "Of course we can!" What's the question?

GENERATION WHY
The Management Insight Series interview for March is with Eric Chester, the country's leading authority on the 16-24 year-old age group. If you employ folks of this age and are losing your sanity as a result, you are going to love the insights that Eric offers. If you are not already a subscriber to MIS, you can sign up on my website at www.restaurantdoctor.com. For more information about Eric, go to www.generationwhy.com.

ON THE BOARD
Current questions under discussion on the message board have to do with spotters, reservation software, database marketing and part time management. You can post a question or share your ideas on my website.

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