ELECTRONIC HOUSE CALL - August 17, 2001

Off in the morning to Florida to meet with my marketing partner, then to Pittsburgh to help the Eat'n Park managers understand how to create a work environment where their crew will naturally want to excel.

THE EYES HAVE IT
When selecting menu items, I know you consider cost, popularity, price point, plate presentation, color, texture and all that. It occurred to me that another critical factor to consider when designing a menu, particularly if you are a destination for business meetings, is what someone eating the item will look like to their dining partner when they are eating. In a business meeting, appearance (and here I mean personal appearance) is important. The best items are those than can be neatly eaten. Items that tend to drip or be sloppy can land a glob of goo on that $100 tie (always a big point-getter when dining with the boss!) Look for items that hold together well. I doubt that you will pick up any style points with a potential client if your sandwich is breaking apart in pieces as you try to eat it. How about the beauty of watching someone eat spaghetti? Do you really want to spend watch someone spend half the meal with their head down, noodles hanging out of their mouth? Finally, consider what I might call bite-ability. Large, overstuffed sandwiches are terrific, but often difficult to get into the mouth, particularly for a woman. The ensuing struggle is not a pretty thing to watch.

Assuming quality ingredients, good recipes and careful production, there really are no bad menu items. There are however, items that are inappropriate for the occasion. If your occasion is the business breakfast, lunch or dinner, perhaps part of your final selection process for a new items should be to watch someone eat it.

THIS JUST IN
This was one of the e-mail messages waiting for me this morning: " For six years I have been a loyal employee of a well-established fine dining eatery. Business has consistently slowed but we still always made money. Now I am sensing something in the air, not quite right. My question is what is the evidence and/or subtle signs that a restaurant is going to close the doors? I just don't want to come to the front and unexpectingly find a little sign that says 'Thanks for everything." (signed) Frustrated and Confused.

Dear Frustrated,
In my experience, the staff (and guests) can usually feel when things aren't right . . . and the feeling is uncomfortable. It causes your guests to take their patronage elsewhere -- further adding to the problem -- and causes your staff to look around for other options. Most managers are not good enough actors to lie convincingly to anyone except those inclined to believe the lie. My advice is to share your concern with the management and see if they are open and forthcoming. The funny feeling you get from the manager might be a personal challenge rather than a professional one. If you get the feeling that you are being stone-walled, it might be time to trust your gut feeling and start to explore your opportunities. At the least, if they cannot be honest with you, it is probably not the place you want to spend another six years.

A note from the Doc
We have had this discussion in EHC before and while I know there are people who firmly believe that keeping impending doom from the staff is a good move (for the house), I contend that our responsibilities are to do what is right for everyone concerned and that includes the staff. I believe that honesty and openness is the only way to run a successful business in the long term. People can live with anything as long as they are treated like adults and get the whole story. Anything less and, like "Frustrated," they have an innate sense that something is wrong and will make up their own explanation of what it might be. Often their story is far more disastrous than the actual situation.

15 MINUTES OF FAME
My thanks to Paul Paz for letting me know about "Serving America," a documentary film about the people who work "in the trenches" of the restaurant industry. The production crew is traveling the USA. as we speak. For more detailed information about the project, the participants (and to contact the crew to be included in the project), go to DinerSoft at http://www.dinersoft.com/servingamerica/index.htm

DON'T FORGET
I am totally revising the program that includes my Home Remedies (snail mail) newsletter into a more complete package of monthly coaching assistance. An information flyer will be going in the mail in a few weeks but I only have e-mail addresses for most of the EHC subscribers. If you would like to see what I have in mind, send your mailing address and I will add you to the list for a one-time mailing.

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