ELECTRONIC HOUSE CALL - August 5, 2005

Margene and I are headed to Woodstock, Vermont today to spend a few days with my cousin. Now that all the parents are gone, it seems that we have all become closer than we have ever been.

On the way back from Vermont on Sunday, we will stop off at the Litchfield Jazz Festival in Connecticut to hear Dave Brubeck, one of my long-time favorites. A friend played me one Brubeck tune in 1958 and I have been a jazz fan ever since! Dave is 84 now and I take every opportunity I can to see him play, even when it means crossing the country. We head back to the Pacific Northwest on Monday.

The next big adventure is my trip to Ukraine on the 18th to conduct a two-day program for a group of restaurant operators in Kiev. I should have some real stories to tell when I get back!

IT TAKES TWO
I have been reminded repeatedly this week that if you want to create a positive first impression (... and you most certainly do!), it takes more than one person on the door or front desk.

When you only have one person there and the phone rings, what happens to the people who are waiting while the phone call gets handled? First of all, it is awkward to eavesdrop on somebody else's conversation but it also makes the person waiting feel like a second class citizen. Why should someone on the phone get the priority over someone who cared enough to show up in person?

What happens to the guests who walk in while one greeter is taking guests to their table? The longer newly arrived guests stand there feeling ignored and awkward, the lower their mood gets, the less money they are likely to spend, the more they are likely to complain and the less likely they are to return.

You could cover this by making sure that everyone in the place is alert to new arrivals and takes personal responsibility to be sure that nobody can walk in the door without being warmly greeted, but it is still a worthwhile investment to have a dedicated backup on the front line. That's my story and I'm sticking to it!

NIGHT AND DAY
I ate in two respectable restaurants on this trip. One was disappointing and one was a great time, not because of the food (which was good in both cases) but because of the server. Our lunch server was going through the motions and never seemed to have his full attention at the table.

Our lunch server was going through the motions and never seemed to have his full attention at the table. He couldn't remember who had the iced tea and who had the water. He forgot that the group asked for separate checks. When the billing was finally separated, he put someone else's beverages on my bill. He did all the work that any waiter would have done but left us with a feeling of being unimportant and our impression of the restaurant was ... "so what?"

In the evening, the experience was totally different. Lisa, our server was "in fun" with us. In addition to a wonderful smile that seldom left her face, she gave us her total attention whenever she was at the table. Even though she had been on duty since 11am, she presented herself in a very positive manner.

She took the time to suggest some items that were not on the menu ("but the kitchen will do them if I ask them to.") and in general gave the impression that she really cared about what sort of time we were having in her restaurant. Margene confessed that she actually liked the food at lunch better, but had a more enjoyable time at dinner!

In looking at it now, it is interesting to notice that I remember Lisa's name but do not have a clue as to the name of the lunch waiter. Which restaurant is most likely to get a return visit? Which server is most likely to get a call party? Which server is likely to take home more money? Which restaurant is most likely to be in business a year from now?

A Note from the Doc:
Those of you who have spent any time with me know how I feel about the importance of presence -- of being with people when you are with people. My guess is that the attention level of these two servers was a direct reflection of the attention level they get from their managers. Are you giving your staff YOUR total attention when you deal with them? Just something to start to notice.

THE AUGUST SURVEY
New month, new survey.

Cell phones are a fact of modern life. Since virtually everyone under the age of 30 carries a cell phone (and a good majority of those over 30 as well!), it creates new issues for restaurateurs.

This month we are looking at what those issues are and how you are dealing with them. Have you found it necessary to create policies on cell phone use by your guests, management or staff? If so, what are the policies?

I will provide a compilation of all the responses to everyone who contributes to this project. Click here to add your thoughts to the August survey.

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

I learned that one of my employees who loves photography is using her day off to take senior pictures for the son of another employee. She also shares some of her work with me from time to time. She is really quite good at composing great pictures. PS: I hope she doesn't get too good and leave to do photography full time. -- Dorothy Schueffner, Falls Firehouse Pizza, Sheboygan Falls, WI

My perpetual question is really a lot deeper -- and a lot more important -- than it may sound. The answers you get do not have to be life- changing, but just the fact that you ask ... and really listen ... will do more to improve the climate in your operation than anything else I can think of. If you have ever worked for someone who didn't listen, you know what I mean. Now just don't turn into someone like that yourself!

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

What did YOU learn from YOUR staff today?

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