ELECTRONIC HOUSE CALL - May 2, 2003

Spring is such a time of rejuvenation and regeneration. As the flowers pop up, the trees leaf out and nature takes it up a notch, I hope you will pause for a moment or two, take a break from your over-complicated life and just appreciate the beauty and complex simplicity of nature.

Dare I say "Stop and smell the roses?" -- probably not -- but in the words of Mac McLennan, an old mentor of mine, "You are working to make a living ... make sure you leave yourself a little time to live." I can wish you nothing finer than to make time for the people in your life that are important to you, for they are too soon gone. We are all too soon gone.

GIVE 'EM THE PICKLE!
"Give 'em the pickle!" is the signature line of hospitality legend Bob Farrell who I interviewed for the Management Insight Series last year. I thought of that phrase again this week when I got the following note from a subscriber

My wife and I are having an argument and you need to be the final authority. The argument is over dipping sauces (i.e. cocktail sauce, tartar sauce, ranch dip, etc.) I say that these items must be charged for if the customer receives more than usually provided with the appetizer or meal. My wife says that these items should be included in the price. I argue that if you did that it would make the price to high, and leave the wrong impression with the customer. She argues that it will leave just as bad an impression if the customer is charged for these items. This simple argument is bringing down the house ... what do you think?

I responded: By now you should have learned that the correct answer to any difference of opinion involving your spouse is always, "You are absolutely right, dear!" That being said, I vote with your bride. You have to price the item to include the amount of dip the average person uses, just as you include an allowance for garnish and other condiments. If they want more, the answer is always a cheerful "of course" with no extra charge. It doesn't make sense to risk alienating a guest over 4 cents worth of tartar sauce ... and how often does it happen anyway?

SUPER SUMMIT 2003
Stand by to stand by. Super Summit 2003 will be coming on Monday and Tuesday, September 8-9 at Disneyland in Anaheim, California. Since so many restaurant concepts start on the west coast ... and since the world does not need one more place to eat ... the theme this year is "Re-Inventing Your Business." In addition to myself, the faculty will include Bill Main, Phyllis Ann Marshall, Molly Hancock, Rory Fatt, Robert Kausen and some of the best restaurant operators I know. There is truly nothing like this anywhere in our industry and very simply, you have to be there.

Those who attended last year will attest to the power of these two days and this year promises to be even better. The format will be more interactive and we will get around a lot, meeting in several interesting operations. I am particularly excited that we will spend half a day getting behind the scenes at Disney's Napa Rose, the award-winning restaurant I have raved about in a past EHC. We will cap that day off with a multi-course tasting menu at the restaurant, with complementary wines selected by GM and Master Sommelier Michael Jordan.

Phyllis Ann Marshall and I are planning a special Pre-Summit event for those who are looking for a real Kick in the Concept -- a full day tour of the hottest new restaurant ideas in Southern California. Phyllis Ann is the restaurant writer for Orange Coast magazine, a trained chef and my guru in all things related to food. You couldn't ask for a better tour organizer!

For those that are really serious about revitalizing themselves, human relations guru Robert Kausen and I will be conducting a Post-Summit workshop entitled "Re-inventing Your Life" where we promise you will come away with a totally fresh understanding of how to accomplish everything you want in your business ... and get your life back in the process. Mark your calendars and watch for details when I return from Italy in June.

THE PERPETUAL QUESTION
What did you learn from your staff today?

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