ELECTRONIC HOUSE CALL - August 26, 2005

After 24 hours in transit (and twelve straight hours sleep!) I am back in the office and digging out from under the accumulated pile. Travel is wonderful -- and the additional frequent flyer miles aren't bad, either -- but it does put a wobble in the routine.

I am now firmly planted until September 11th when I catch a plane for Columbus, Ohio and the Pizza Expo Conference. (That sounded quite leisurely until I took a look at the calendar. It is only two weeks away!)

THE KIEV REPORT
It was an absolutely amazing week! Ukraine is an ancient country with deep historic traditions ... and Ukrainians are the warmest, most hospitable people you could ever imagine. Even with the language difficulties -- and most of them did not speak more than a word or two of English -- I felt that we not only connected, but became friends as well.

I was gone for six days, two of which were spent in transit. Then we spent two full days translating all my slides into Russian. Ideas that can be conveyed in a few words of English take many more words (often really long words!) in Russian. It also takes some time to be sure the translator understands the idea I am trying to communicate so that he can arrive at a similar meaning in Russian, even though that takes entirely different words.

It is a lot of work, but I am learning that even the best simultaneous translators cannot do this on the fly, so if I want to get the points across, it is worth the extra effort. It does make for some difficult pacing, though, because often the translator would not finish speaking for up to 30 seconds after I completed talking about a particular point.

I suspect it makes for a difficult learning climate, but the attendees -- and we had about 90 in the room -- were very patient, very respectful and eagerly digested everything I had to say. Time will tell, but I suspect I may be making a return trip in the future ... and I would love it!

The economy in Ukraine is growing and with it, the demand for restaurants. Imagine if you were opening a restaurant ten or twenty years ago, knowing what you do today ... would that give you an unfair advantage? Well, there are 90 people in Ukraine with a good idea of what is coming and how they can be a step or two ahead of the competition. Cool.

I continue to be reminded that while there are always cultural differences, the business of the restaurant business is basically the same everywhere in the world. Travel will open your eyes ... and your mind. I recommend it highly.

A CRY FOR HELP
I get comments and questions all the time. Occasionally there is one that really tugs at the heart strings. This is one of them ...

Bill, thank you for allowing me to find a place to get advice and just to vent. I have been a manager since May 1st ... a restaurant I have worked at for 14 years. Wow, what an eye opener! I now know what the phrase, "be careful what you wish for," means.

I know I must be doing something wrong. I am so exhausted it hurts to breath. I work 16 plus hours a day and I never really am finished. I have no life anymore. All I do is sleep and go to work and frankly I don't even get to sleep much.

I guess my question is ... is this it? I am burning out fast. Too bad because I really love the work just wish it had some time limits. If you have any suggestions I am all ears.

I responded: If you can be at the Super Summit in Nashville in November, it can change your life. There is an answer to your dilemma, but it is not in anything I can tell you. You must see it for yourself ... and that is what the Summit is about.

If attending is totally out of the question ... or until you can join us ... just take a deep breath and relax. Your stress is most likely because you have not yet made the mental shift to management. As an hourly employee, you are rewarded for what you DO. As a manager, you are rewarded for what you can GET DONE.

Contrary to what you may think, your new job is not to have all the answers, just to be able to find them. You will never be able to get your life back unless your crew can assume responsibilities that presently fall to you ... and the only way they will be able to do these new jobs is if someone teaches them.

As a start, identify three activities that occupy your time – jobs that others on your staff are already capable of doing. If these folks are willing to take on the new responsibilities, give the jobs to them. Do not insist that they do everything exactly the way you would. All you really need is consistency of the results. If they can get the same or better results without breaking any laws, why waste energy insisting on the manner in which that has to happen?

When you are comfortable that the new tasks are being well-handled, identify three of the common jobs on your list that others in the organization are capable of learning and with your newfound free time, start teaching them!

The results of this process are simply wonderful! You take jobs that are wearing you down and give them to people who get excited about them! You continually reinvent your own job which tends to keep you fresh and excited. Your staff will become more confident, more skilled and more involved in the success of your operation.

There is much more, of course, but this should give you a place to start. Hang in there. The industry needs people who care.

Click here to find out more about the Super Summit.

THE AUGUST SURVEY
(Apparently in my haste to get last week's EHC ready before I left the country, I forgot to include the link to the August survey. My apologies ... but there is still time to register your opinion. Please try again if you were unable to get through.)

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. Next week we will have a new topic.

Click here to add your thoughts to the August survey.

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

By listening to my staff, I learned that they like to be heard, that they have great ideas and appreciate that I put their ideas into action. -- Kim Bailey, Everett Events Center, Everett, WA

The lesson is as simple as the one that Kim presents ... and yet my perpetual question is really a lot deeper -- and a lot more important -- than it may sound. 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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