The Restaurant Doctor - Electronic House Call

ELECTRONIC HOUSE CALL - April 12, 2002

I have been doing the family thing outside Buffalo this week, visiting with my father-in-law after a seminar for one of the local food distributors. It's off to St. Louis in the morning to work with one of my subscribers for a few days, then back to Gig Harbor to sort out the last-minute details for the Super Summit.

WOULD YOU LIKE A DIRTY FORK?
You would never ask a guest that question, yet I have noticed a disturbing tendency for servers to hand back the used salad fork with a comment to the effect that, "You'll need this later." When I ask for a clean one, they are often put off. Is there a fork shortage that I missed? Has the price of buying or washing a fork exceeded the value of a happy guest? Have the needs of the server become a higher priority than the needs of the guest? I suspect not.

It should go without saying, but never ask your guests to eat with soiled serviceware. Period. There are no acceptable excuses and no mitigating circumstances. When plates are cleared, clear any used silverware that will be needed later in the meal and replace it with clean . . . or add another fork to the roll-up . . . or bring a chilled fork with the salad . . . but THINK!

I feel better now.

AN ADDED DIMENSION
I received this note from my colleague, human relations consultant Robert Kausen. It adds an important additional dimension to a comment in last week's EHC about being likeable.

The comment by Max Hitchins about the importance of being likeable is certainly obvious. However, although the open ended interrogatives (how, why who, etc) may be helpful techniques, they mean nothing if the server/owner/greeter is not in a service state of mind where he or she is "liking" and listening. You cannot expect people to like you if you are not filled with good will, love, and a sincere interest in people. When servers get mentally speeded up ("in the weeds") they broadcast a rushed atmosphere that is counterproductive to an enjoyable dining experience. In that state of mind it is nearly impossible to truly LISTEN to a customer much less engage one.

Fortunately the answer is simple. Presence. The more present (free of distracting thoughts) a server is, the more warm feelings she has, the better she listens to and engages the customer. The customer feels that he is the most important person in the world at that moment. Add to that an attitude of service --wanting to make this customer's experience truly memorable--and you have a combination geared for success and repeat business. Besides, the server will enjoy his job even more in a state of presence. What's not to like?

GOING, GOING . . .
Here is my "I can't believe I am doing this" last chance offer for the Hospitality Masters Super Summit In Seattle on April 29-30. If you have been thinking about attending but are still on the fence because of the investment, I will let you register with NO MONEY UP FRONT! You don't pay until AFTER the Super Summit and then only if you are absolutely convinced that it is worth at least ten times the investment. If you decide that you did not receive that much in potential value, not only will there be no charge, but I will even cover up to $250 of documented travel expenses to boot. No one -- anywhere -- offers this kind of deal. We guarantee your success, and we've made it Triple Secure. Remember just one strategy will recoup your entire investment many times over.

I will be on the faculty with eight other nationally-recognized restaurant experts, all offering totally new ideas that focus on how to grow your sales and your company. You will get two (very) full days of marketing and operational information guaranteed to skyrocket your sales and profits. You will network and mastermind with other savvy restaurant owners from all over the country. You will talk about it -- and profit from it -- for years. But time is short and the seating is limited so act now before I come to my senses. (In fact, I am so embarrassed to find myself having to make these kinds of offers that -- if only to preserve my own self-esteem -- this special deal is only valid until next week's EHC arrives. After that, no slack!)

Details about the Super Summit are at http://www.hospitalitymasters.com. To find cheap last minute airfares, look at http://www.orbitz.com or http://www.hotwire.com. To sign up under this special no-risk plan, call me at 800-767-1055. I hope to see you in Seattle in a few weeks.

PS: Members of my Coaching Program get a $150 discount, so you might consider signing up and saving a few bucks on the Super Summit. It will be like getting the Coaching Program for free! Gold Group members save even more. Download info on these programs.

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