ELECTRONIC HOUSE CALL - August 19, 2005

As you read this, I am battling through my jet lag and doing my best to get a handle on the realities of restaurant operations in Kiev ... at least enough that I can be properly focused in the program on Monday and Tuesday.

I will have a more detailed report after I return next week -- and likely a new batch of insights into our business. What I like most about visiting other cultures is that I notice things that often are applicable at home but which for one reason or another are under the radar.

As I travel, I also notice that while there are delightful differences in the way other countries deal with foodservice, we also have many things in common. So I also expect to bring back some really great ideas as well. Stay tuned for the whole story.

SALAD REVISITED
The mini-rant last week about my Minneapolis salad prompted this note from Michael Dalesio in Maryland. He wrote:

Please remind operators that in their salad solution, to avoid serving half-inch cucumber slices (halved or not) with the skin still firmly attached! I -- and I am not alone -- have belched cucumber for a day and a half when accidentally eating that thick, tough skin.

I love cukes and have even gone through the trouble of peeling them at the table myself with a dull dinner knife. If a restaurant doesn't take the time to do the same, it is just laziness. Please tell them to not forget the seeds as well. Thanks, Michael (burruuup!) Dalesio

A Note from the Doc:
Frequent readers know that I regularly exhort you to "Do the Work!" and this is just another example. Take the time that your competitors are not willing to take and educate your guests as to what you have done. You will get the rewards that your competitors are too lazy to earn.

THE DEVIL IN THE DETAILS
I was at a restaurant recently when the waiter came to the table next to me with a fully-loaded tray ... and a tray jack that was so flimsy that I was expecting the entire tray to topple over before he could get the meals served.

He moved very gingerly (read that as slowly) so as not to disturb the delicate balance of this disaster-in- waiting. It made me wonder how much productivity was being sacrificed to save a couple of buck for a sturdy tray jack. It also made me wonder why the situation was allowed to exist at all?

Had the staff failed to mention it to the manager ... or had the manager just blown it off as whining? What did you learn from YOUR staff today?

Another Note from the Doc:
I have seen the same effect at work in the kitchen where workers move cautiously (again read that as slowly) to avoid slipping on a greasy floor. At the least, spreading some salt on the floor will provide some traction ... but why not just take a second out to clean the floor?

As a manager, you have to notice WHAT is happening, but that is the booby prize unless you also address the WHY as well.

THE BIRTHDAY BASH
Marketing guru Joel Cohen and I are putting plans together for a reprise of last year's hugely successful Birthday Bash. The most likely date at the moment is Tuesday and Wednesday, October 25-26 with an optional bonus session on October 27.

We had 160 people at last year's event and this year promises to be even better, with a new format and all-new programs that will help you break the boredom, jump-start your sales and truly stand out from the herd.

This year the total focus we will be on providing the most practical, up-to-date advice we can -- no "boot camp-like" sales pitches. We have also declared the Bash to be a "fluff-free" zone with material tailored for experienced operators who are ready to kick their operations up a notch or two.

If you have thought that your marketing efforts could use a shot in the arm, you will not find a better source (or a better price) than the Birthday Bash. Attendance will be limited. Look for more details before Labor Day.

THE AUGUST 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?

Our waitress, Dawn, told me today how she sells desserts. When the guests are less than half way through their meal (and not yet "full") & while she is checking to see if everything is the way the want it, she will tell them to leave room fora piece of "Fresh Strawberry Pie", etc.

If they are too full, she will suggest cappuccino with biscotti and perhaps a shot of liqueur. This will be a good topic at our next pre-shift meeting. -- Robert Abruzzi, Abruzzi's Cafe 422, Warren, OH

My perpetual question is really a lot deeper -- and a lot more important -- than it may sound. It also seems like more of you are starting to get the idea. We added a lot of great insights to the list last week. Keep 'em coming!

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 ... and you can add comments as often as you want. Just click on the link below and contribute your insights for the common good (and your own as well!)

What did YOU learn from YOUR staff today?

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