ELECTRONIC HOUSE CALL - November 26, 2004

This is Thanksgiving weekend in the US, a time when we pause and give thanks for our blessings ... and we have many. In no particular order, here are a few that come to mind:

I am thankful that you allow me into your life every week to rattle on about what I see happening in our industry ... and occasionally chew you out about it. Whether you agree or disagree with my thoughts, the fact that you even consider them is humbling.

I am thankful for my wife and partner, Margene, who understands what I am trying to do (at least most of the time) and has the courage to support my continuing to do it. Most women would have insisted that I look for a "real job" long ago.

I am thankful to be able to work in and around an industry that I love, doing what I love to do. The hospitality industry is about making others feel good ... and people who do that for a living are the best people on the planet to spend time with.

I am thankful that so many of you have taken the time to share your ideas with me over the years. I continue to learn from all of you and have come to regard you as personal friends. Perhaps one day we can all meet on the beach in Mexico, sip a few Margaritas and laugh at folks who still work for a living!

Happy Thanksgiving.

Missing the Point?
News Item from Restaurant Business magazine: Sizzler USA is taking a fresh look at its advertising creative in light of disappointing sales in the just-ended quarter.

News from the Doc: This is why independent operators will always be safe. When a chain loses sales, it fires its advertising agency. When an independent loses sales, it refocuses on its food and service quality.

Which approach do you think is more likely to bring success?

Always remember that there is nothing worse than a successful promotion for a bad experience. Your goal with every table, every time, should clearly be to give them the sort of experience that will bring them back. If that is not happening, all the advertising dollars in the world will not be enough to save you.

Scam Alert
Following is an alert from the Tuscon Better Business Bureau concerning restaurants being scammed by an Arizona based company.

Tucson BBB has received a rash of complaints against National Media, a company that sells advertising to local restaurants and pizza parlors, to be printed on the plastic card-keys used in hotel/motel door locks. The complaints come from restaurant owners who have paid upwards of $5,000 to have their restaurants featured on the keys and on advertising on the in-room cable channels listing, as well. The goods are never delivered.

The BBB also received a complaint from a graphic designer, working as an independent contractor for National Media, who has 5 figures worth of bounced checks from the company.

National Media uses a mail drop in Tucson and its website domain registration also uses the same address. We have not been able to develop information on any principals or on management.

National Media uses a mail drop in Tucson and its website domain registration also uses the same address. We have not been able to develop information on any principals or on management.

A note from the Doc: Just because the scam seems to be primarily in the west does not mean that these guys -- or someone who is copycatting them -- will not show up in your neighborhood. Make sure all your managers are on the alert for something that smells like this.

Click here for the full BBB report.

Super Summit 2005
The theme of the Super Summit next year is "Creating the Effortless Organization" and will feature human relations consultant Robert Kausen. Robert has been a friend and guru of mine for years and is largely responsible for helping me develop the way of thinking that guides my path today. We will still spend a day with Phyllis Ann Marshall getting behind the scenes at some of the best restaurants in New Orleans, but the main program at Super Summit 2005 will be presented just by Robert and me.

Many previous Summit attendees commented that the information was cutting-edge ... and it was coming at them too quickly. There just was not enough time to absorb one set of mind-blowing ideas before the next barrage hit. So this year we are taking a different approach -- two facilitators, two days, one very deep topic ... and enough time to really get into it.

Robert and I will spend two intense days with a small, hand-selected group of operators, and bring them to a new level of understanding. This is not about more tools for the toolbelt, it is about discovering that you don't need tools. You will see for yourself how easy it is to create an organization that solves most of its own problems itself, that gets more done with less energy, that draws new business like a magnet and that lets you live the life you (and your family) always hoped you could have.

If that sounds impossible, let me remind you that in 1491, most people in the "civilized world" were completely certain that the earth was flat!

We will not be talking about idle theory. You will gain insights that will change your viewpoint forever. It certainly did for me. When I suddenly had my eyes opened to what we will be introducing in New Orleans, I was honestly able to put in half the management hours I had ever applied to a foodservice job in my life. I honestly got twice as much accomplished as I ever had in my life ... and if I had been willing to work less, I probably could have gotten more done! Go figure. If this sounds like your idea of a good time, you have just discovered the reason why you must be at Super Summit 2005.

Because of the nature of the program and the need to keep the group small, attendance will be on an invitation-only basis. By next week, I will let you know how you can apply to be part of Super Summit 2005, March 6-8 in New Orleans.

Click here to learn more about the Super Summit and how to apply.

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

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