ELECTRONIC HOUSE CALL - July 18, 2003

After two nearly perfect weeks at home, I am back on the road. This weekend I address the Annual Convention of Mr. Goodcents Subs & Pastas on how their franchisees can create organizations that are capable of growth. Then it is off to Buffalo to celebrate my father-in-law's 80th birthday!

ASSUMPTIONS CAN KILL A BUSINESS
I just got this note from Roger Wickes. He writes: I just bought two QSRs and today I learned that my employees do not know how to properly mop a floor. It was like a Laurel and Hardy routine; I stopped by randomly to help a closer; he says "OK if I mop the floor now?" and trots off. I'm standing there next to where the Damp Mop cleaning solution is stored and say "Hey, you're gonna need the Damp Mop" and he spins around and says, "Yeah, I'm gonna go get it".

I say "Well, you're gonna need some Soap" (trying to help him get a clue). "Well, I usually just use what's in there." "What's in where?" I ask. "Whatever's in the bucket." "You mean the dirty water in the bucket." "...yeah..." (I see a little bulb go on) "Oh man, no. You gotta start with clean water. Here." and I hand him the Damp Mop. He trots off and two minutes later he shows up around the corner. "Should I use all of this?" he asks "No, whatever the directions say to use" I reply. I think, "I have solved that problem ... this time. Note to self: checklist, training, immediate check on other stores and closers."

He returns and proceeds to wipe the floor, back to front. Never once cleaning the mop. "Dude, you can't just smear the dirt around..." and proceed to give a three-minute training on the mop technique, wet to dissolve, rinse, then damp to pick up with frequent rinse, then dry to pick up the remainder. I think I have a lot more to learn from my employees ... and a lot more to teach them.

My thanks to Roger Wickes for passing this slice of life along. It just points up the necessity for a training program that covers every task that needs to be done, even the most basic ones. When we assume that "everyone knows how to do that," we are just asking for trouble.

ON THE AIR ... EVERYWHERE
Last week I was interviewed on "Optimize Life Now!", one of the fastest growing motivational talk shows on the Internet from World Talk Radio. The show is hosted by my friend, Dr. Rhoberta Shaler, speaker, facilitator, coach and author of Optimize Your Day: Practical Wisdom for Optimal Living.

We put this together at the last minute, so there was no time to give you advance notice of the program, but you can listen to my segment for the next month or so. Just go to http://optimizeradio.com and look for the link to Past Guests. My interview was on July 9th ... and you will find other interesting interviews there as well.

EARLY REGISTRATION DEADLINE IS APPROACHING
"I just wanted to drop you a line to tell you how excited I was to hear about the Second Super Summit that you have scheduled for this September in Anaheim. Although you and I have occasionally enjoyed some lively debate over various topics, I can say with absolute certainty that you are "the man" when it comes to attracting restaurant consultant talent.

"Last years Super Summit was truly a "worth every penny" event. My brother David and I were only sorry that we didn't bring our managers along to catch the fire and enthusiasm that we felt after three days of inspirational and educational contact with your esteemed faculty.

"Where else can you see, hear, and have one on one access to some of the greatest minds and talents in our business? Ideas, ideas, and more ideas! After 17 years operating in the same location, I sometimes think that I have seen and heard it all. The chance to recharge my batteries and gain a fresh perspective on what we do every day was invaluable. I can't wait to see what you have planned this year." -- Peter Troutman, Scargo Cafe, East Dennis, MA

The deadline for early registration is only two weeks away. Clear your calendar and plan to join us in Anaheim for what promises to be a totally unique industry event. (We even have Nations Restaurant News covering it this year!)

Get the whole story on Super Summit 2003 at http://www.supersummit.net

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

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