ELECTRONIC HOUSE CALL - May 30, 2003

This is the last of these notes from Italy, at least for the foreseeable future. For some reason these trips always seem to be a few days too long and we are getting ready to return to our old life. While we have seen a lot of new country on this trip, so far the hill towns of central Italy still hold our hearts ... but who knows what's just around the corner?

WHAT'S YOUR JOB?
There are probably dozens of answers to that question but the one that comes to mind today is your job as the role model. You have that responsibility whether you want it or not. What your crew sees from you is what you will get from them ... and the tone you set for the dining experience will determine how your guests feel about being there.

I was reminded of that the other day in Vernazza, one of the towns of the Cinque Terre. The manager got into a shouting match with a guest over which table she and her group could sit at. The exchange continued off and on for nearly half an hour. I will grant you that some of this may have just been the Italian way, but the body language suggested that there was anger on both sides -- and that is never a good ingredient in a hospitality operation.

I cannot speak for the other diners, but the ongoing nature of their dispute made me uncomfortable, enough so that I would choose another place on my next trip just in case there was a repeat performance. Certainly the guest is not always right ... but the guest is always the guest and should never be made to feel wrong. If a guest's behavior is causing distress to the staff or other diners, I believe we have every right to ask them to leave but what is gained by getting into a heated argument?

Angry people cannot deliver exemplary service and anger is a habit. You might want to look for hints of it in your selection process.

SUPER SUMMIT 2003
In between researching Italian food and wine (a thankless job, but somebody's got to do it!) I am figuring out the final details of Super Summit 2003, scheduled for Anaheim, California on September 8-9. As soon as I get back and can confirm the details, you will be getting the word ... but for now, mark your calendars and make plans to be there. I promise you will not be disappointed. Ciao.

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

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