ELECTRONIC HOUSE CALL - March 22, 2002

Tonight I am in Atlanta after two very productive days in Pittsburgh with a truly awesome restaurant group. This weekend I head to New England where I will speak to a couple of hospitality classes at Johnson & Wales University on Monday and present at the Maine Restaurant Show on Tuesday and Wednesday.

IT'S OUT OF CONTROL
This week I had the opportunity to talk with two groups of young managers. One of my points to them related to the idea that the manager's job is to control the operation. My contention is that it is out of control anyway, so you can just relax and stop worrying about trying to have your finger on all the details! What I mean by that is that, unless you sit on someone's shoulder every minute of the day and tell them what to do second to second -- which I contend is not a brilliant idea, even if it were possible -- they will do what makes sense to them in the moment . . . and in that regard it is totally out of your control.

Somebody said once that leadership is getting the herd to move . . . roughly west! To my way of thinking, that is a lot more realistic. You will have some people going west at a dead run, others will be wandering around more, but if your general movement is roughly west, I think that is the best you can expect. Some days you will move faster than others, but if the organization is headed in the right direction, you are OK. This presumes that there is a clear understanding of what direction west is for your company so you will have some criteria for knowing when you are on course and when you are getting lost.

Some questions from the Doc:
What direction is west in your organization? Is everybody clear on that? How do you know? Are you still trying to control the details or are you focused on the direction of movement?

HONESTY IS THE BEST POLICY
Tonight I enjoyed a delightful dinner at the Horseradish Grill in Atlanta. This modest bistro features what I would call honest food with a true Southern flair. Everything they serve is seasonal, much of the produce comes from their own garden behind the restaurant, the wine list is small but well-balanced and the staff is genuinely enthusiastic about what they are doing. The overall experience is one of true hospitality, all to rare in these days of gimmicks. My hat goes off to owner Steve Alterman for having the courage of his convictions and proving that having no pretense can be a secret ingredient in the success formula. Does it take a little more effort to operate this way? Of course it does. Is the effort apparent? You bet!

SUPER SUMMIT UPDATE
There are still seats available for the first Super Summit in Seattle on April 29-30. I know you don't have time to attend. I know the money is a consideration. I know you have too much on your plate right now? Beware of accepting your own excuses, particularly for an event with such a potential to re-shape your entire professional perspective. Bill Main, Max Hitchins, Phyllis Ann Marshall, Joel Cohen, Susan Clarke, Banger Smith, Rory Fatt, Molly Hancock, me and 99 of the leading independent operators in the country -- just the networking possibilities would be worth the trip! You owe it to yourself to take a look at www.hospitalitymasters.com for more details.

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