ELECTRONIC HOUSE CALL - June 24, 2005

I am finally off the road for a few days (although I head to Orlando on Monday for a presentation to the Bowling Proprietor's Association). The project of the moment is to rub brains with Marv Hunt and Cindy Casady about how to better market my various materials.

I want to find a way to pass that responsibility off to others so I can concentrate on doing those things that only I can do. By the way, this is not a bad model for you, either!

What are you spending your time doing that someone on your staff is capable of doing as well (or better) if given the chance?

NEW IDEAS FOR OLD WINE
Here is the copy from a mailer I just received from The Herbfarm Restaurant, a AAA 5-diamond operation in Washington:

(Headline) It's lying there dusty with age. Perhaps it's time to celebrate with that special bottle from (that's right) your cellar!

(Body copy) Maybe it's that bottle you picked up in Europe. Or, perhaps, it was personally given to you by the winemaker. Or you got it as a wedding gift years ago.

But over the years it became "The Sacred Bottle" ... a wine so special that you can never find that "right" moment, occasion, and setting to open it. An maybe -- you secretly fear -- you never will. But wait, there's hope.

You bring that bottle (and a few deserving family and friends.) We'll supple everything else it takes to squeeze every ounce of enjoyment from your special wine.

The letter goes on to talk about the restaurant's cuisine, ambience and skilled staff. It talks about the special stemware they have to bring out the nuances of your special bottle. The talk about the passionate music of their virtuoso Spanish guitarist.

The deal? No corkage fee for your special bottle. No "Sacred Bottle" you want to drink up just yet? The other side of the mailer gives you $25 credit toward one of the 3,275 wines in their 19,400 bottle cellar.

I found the offer worth considering (I have a few Sacred Bottles about). How could you use an idea like this to generate some special occasion business this summer?

GOOD NEWS, BAD NEWS
In the May survey I asked about how much time you are getting away from the restaurant. The good news (I suppose) is that 52% of the 130 respondents said they were getting a day off a week. The bad news is that nearly half of you are not getting even that much of a break. 5% of you can't even remember the last time you had a day off!

The good news is that 31% of you take two days off in a row. The bad news is you only do it once a month.

... and there is certainly little good news in the fact that 91% of you said that you couldn't remember the last time you had more than two weeks away from the business.

Worse yet, it appears that few of you can keep the business out of your thinking even when you are not there. This causes an occasional issue with your mate, your kids ... and your own mental health. I suspect it is even more of an issue that either you or your family is acknowledging. Stop it!

What does this say about life balance? If you were employed by someone else, would you put up with treatment like this? I suspect not ... yet you are more than willing to subject yourself to a work schedule that is killing you -- at least creatively if not physically.

As my favorite swamp philosopher, Pogo, once put it, "We have met the enemy and he is us!" It is your business. If you are willing to abdicate quality of life issues for yourself ... well, in my book you deserve the life you have created for yourself.

But if you are not willing to give up your life ... go home. Watch your kids grow up. Get to know your mate. This business is not who you are ... it is what you are doing for a living. How you DO it is a statement about who you are.

When would you like to start having a life?

Who is the only person who can give it to you?

THE JUNE SURVEY ... AND A DEAL!
The world does not need one more place to eat. If you want to be successful, you have to stand out in the minds of your guests.

This month's survey asks about what you are doing to create a WOW in your restaurant. This should generate some great ideas. If you don't have any ideas from your own operation (shame on you -- we had 100 of them in the Year of the Guest series alone!), then tell me about the coolest idea you have seen in someone else's place!

With a week to go, we have 50 responses ... a lot better than where we were last week but a pretty pitiful output for nearly 3000 subscribers. I know you have some good ideas ... but what are they? If I must resort to bribery ... I will.

So here's the deal: I will send you a compilation of all the ideas that are submitted ... but only if you contribute something to the project.

If you have already sent me an idea but did not leave an e-mail address, you should be able to go back in and add your e-mail address to your earlier comments. If you are having trouble, send me an e-mail and I will make sure you are on the list.

Click here to add your thoughts to the June survey.

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

We are currently focusing on converting our shift meeting from an information session (top to bottom communication, how un-inspiring!)to an open forum.

I am amazed with the ideas and restaurant savvy coming from both FOH and BOH staff! Today, I learned that two of my servers want to open their own pub. Their marketing/promotional ideas are super and we plan on implementing some in our restaurant within the next month.

I also learned that people have very bad days, outside of the restaurant, and need our compassion and understanding. As Managers, we must KNOW our staff and be more receptive to their needs. Know when they are overworked, know when your server's boyfriend leaves for Iraq, know everyone's birthday! It makes a big, big difference. -- KF, Cleveland, OH

My perpetual question is really a lot deeper -- and a lot more important -- than it may sound.

Improving your listening skills may be the most valuable management talent you can develop. You may see that in a moment of personal insight ... and you may not get it at all. It all depends on how serious you are about finding out what you and your company are really capable of becoming.

The most effective managers I know can give a fresh answer to this question every day -- no problem. If you do not have a response readily at hand, what does that say about the quality of your listening?

I will continue to collect your answers to this important question. Just click on the link below and contribute your answer for the common good.

What did YOU learn from YOUR staff today?

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