ELECTRONIC HOUSE CALL - July 16, 2004

After my note last week on Occupancy, Charlie Mallar of the 1785 Inn in New Hampshire wanted to be sure I cautioned everyone that speeding the turn doesn't work if the guests feel they are being rushed off the table. I totally concur. The approach I suggested last week, properly applied, should avoid that problem ... but be aware.

Increase Your Occupancy, Part III
I always find it interesting that guests will camp on a table for hours, but when they want to leave, they want to leave quickly. In our Year of the Guest marketing series, Joel Cohen offered this advice for clearing the check quickly. He approaches the issue from the aspect of guest service but it also has an implication in the occupancy equation as well. Here is what Joel has to say about The Two Minute Drill.

The Two Minute Drill is a proven method that prevents final guest anxiety and helps top off a perfect dining experience. The Drill involves a practiced regimen to first, recognize the guest's signal and desire to want to leave. The second is having an internal structure in place whereby the processing of the credit card can be expedited. From the point of picking up the credit card to returning it to the table should take no longer than two minutes. Subtly, the guest will truly appreciate this and it will be reflected in the gratuity.

The Two Minute Drill takes on an even bigger importance when you are serving a family that includes an infant or a child. First, it's important to recognize the overall scenario: a family getting out to eat could be a big break for them. How will you keep it as stress free as possible? The first is to apply your "kid-care" treatment, but it is critical to recognize that kids will get moody and impatient after 30-40 minutes of dining. You must keep an eye on this because, when this happens, the family will want to get ready to leave quickly!

Your Two Minute Drill will determine whether that family returns to your restaurant or not. The longer kids get ornery in a restaurant, the more the parents perceive that as the fault of the restaurant. The parents are trying to leave quickly, so you've got to help them out by having that bill ready immediately. The Two Minute Drill can be a life-saver for not only your guests, but for your restaurant.

Click here for more information on the Year of the Guest program.

Leadership Development Project
Recently I had an interesting conversation with a client. She said, "If my business is going to be able to grow the way I want it to, I must get my managers to a level of understanding where I can talk with them and have them grasp what I am getting at. They know how to handle the mechanics of their jobs but the people skills and a sense of the "bigger picture" are missing. I do not have the time, the inclination or the ability to teach these skills to them myself, but they are critical to our long term success. Can you help?"

If this plight strikes a familiar tone, you will want to know about a year-long management development program that I have created in cooperation with human relations guru Robert Kausen. It is a unique learning experience that we call the Leadership Development Project.

If you ever think ... like my client ... that you need to get your managers up to speed sooner rather than later, if you ever feel that your business has a potential far greater than what it has demonstrated to date, or if you generally think that "there HAS to be an easier way to do this," please take a few minutes to download the full story. Just click on the link below.

There is nothing like the Leadership Development Project anywhere in our industry. It is not for everyone, but if it is a good fit for you, I promise that your business ... and your life ... is about to change for the better.

Click here to download a PDF with the full story.

Cassettes for Colleges
I still have five sets of audio cassette tapes to donate to local hospitality education programs. If you are affiliated with such a program -- or know someone who is -- have the institution send me a request and I will send two dozen tapes for their professional library.

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

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