ELECTRONIC HOUSE CALL - January 23, 2004

The afterglow of the Super Summit is giving way to the harsh realities of sales tax returns and other administrative joys. Finally taking my own advice (that ultimately you should only be doing those things that only you can do), I am training a new part time assistant who will hopefully take some of the day-to-day drudgery off my desk and free me up for more productive pursuits.

In the short term it may mean that response times may be a bit slower. In the long term, it should result in faster responses to your inquiries and fewer details dropping through the cracks. I suspect I will also unearth a few long-forgotten (and overdue) issues as we shovel out the pile that has been my desk!

Silence is Golden
As if you didn't have enough details to worry about, you might want to start paying attention to the noise level in the place. The baby boomers are getting older and acoustics are becoming more of an issue. Some restaurant reviewers have even taken to traveling with a decibel meter and report on the ambient background noise in their articles. How do you stack up?

Some issues are easy to notice, like guests straining to hear each other talk above the noise level in the dining room. Some problems are more subtle like creaking wheels on carts, harshly jangling telephones or distorted background music.

If you have a pizzeria or a deli, don't think you are in the clear because your business is predominantly take-out or delivery. All operators need to be aware of the background noise on the phone when a guest calls in. In that regard, when was the last time you made a "secret shopper" call to your place? What do you hear besides the voice of the person answering the phone?

Remember that in the hospitality business you are selling more than the meal -- you are selling an experience made up of three major factors: food, service and ambience. Noise falls into the latter category ... along with lighting, odors, textures, decor and dozens of other factors. Don't let a good meal be ruined by inattention to the details ... and it is all details.

Year of the Guest
We are rolling into the second year in our Year of the Guest program and the rate of renewals tells me we are really on to something. If you haven't subscribed, you owe it to yourself ... and your guests ... to check it out. Here is what some subscribers are saying:

"The Year of the Guest provides owners, managers and other key staff with a fresh perspective on their daily routine and a re-energized dedication to the art of hospitality. The stories, ideas, and tips help you to sharpen your focus [on] the little things that make up the dining experience." -- Siobhan Reidy, The Irish Rover, Louisville, KY

"The Year of the Guest program ... helped us put together pre-shift meetings and discuss topics that really make a difference. You will never have to worry about what you are going to talk about with your staff every week. It is well worth the money and it all goes to a good cause." -- Wasfi Samaan, J.D. Legends, Nicholasville, KY

"My staff looks forward to the YOGA Exercise every week and have implemented several WOW ideas that had an immediate positive impact on our guests. Bill and Joel bring the details home in a way that makes you want to implement every idea they present." -- Tom Boucher, Cactus Jack's, Bedford, NH

Click here to take a look at The Year of the Guest.

The Perpetual Question
What did you learn from your staff today?

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