ELECTRONIC HOUSE CALL - September 9, 2005

It has been a strange week ... perhaps because I have been caught up in the coverage of relief efforts in New Orleans. Since we did sessions of the Super Summit there in April and June, my memories are still fresh. It appears that the French Quarter is largely high and dry so at least the cultural heart of the city is still intact.

With luck, the restaurant scene will return stronger than ever although it will be tough in the short run. The city is uninhabitable. Restaurant workers have scattered and they will all have to find other work for who knows how long? If you can offer employment -- temporary or otherwise -- to displaced restaurant workers, let me know. I will pass your name along to exiled operators who are trying to do the best they can for their crew.

PUSHING AND PULLING
I often include excerpts from the weekly coaching tip I receive from my friend, Steve Straus. Here is another gem worth pondering:

Today's Topic - DISTINCTION: Encouraging vs. Pushy (Distinctions are subtleties of language that, when gotten, cause a shift in a belief, behavior, value or attitude.)

As leaders we sometimes want people to do things faster than they currently are. (In fact, for some of us, people are always slower than we wish! You know who you are.) This distinction is about getting others to move faster.

It's a simple distinction. When you're being pushy, it's about you. When you're being encouraging, it's about them. Some will never get this distinction because your orientation is to continually drive yourself and others.

That drive force is almost always about you wanting something for you, you, you, and that's okay. It has caused many great things to get accomplished.

There is another way to accomplish things, however. That's by developing others, people who are a part of your journey. When you assist someone to become bigger than they currently see themselves -- when you encourage them to grow -- they will perform in ways which surprise you both.

Coaching Point: Everybody can be pushy from time to time, it happens. But, where are you encouraging others?

Click here to subscribe to Steve's coaching letter.

KNOW LESS. LEARN MORE
Steve Speck writes: As a corporate restaurant manager, I find myself always trying to find ways to ease the training overload. Today, I asked a service trainer the following question: "What one thing can we do to get servers to want to attend more training classes?"

Amazingly enough the reply was that the servers all feel that they are being talked down to by the training supervisor. She went on to ask, what would happen if she talked down to the guests? My reaction is that we are not making the classes a place that people want to be. What's your gut feeling?

I replied: Sounds like a classic case of asking the right questions and listening to the answers -- congratulations. If the trainees' perception is that they are being talked down to, then they are right, no matter how the training supervisor protests.

Before you can proceed, you need to ask a lot more questions? ("Do you feel that the material is relevant but just being presented poorly?" "How could we do this so that it would work for you?" and so on.) The less you "know" the more you will learn. When the next step is obvious, just take it. You will be amazed at how easy things can get.

GIVE ... ‘CUZ IT HURTS
It hurts to see so much that needs to be done and not be in a position to do much about it. In the short run, the way to lose that helpless feeling is to take some action to help. Last week I talked about hosting a fundraising event.

Whether you did that or not, it will make you feel better to support the work of the American Red Cross which seems to be quietly and efficiently going about its business without fanfare, controversy or politics. I include a link below where you can contribute if you choose. Click here to support the Red Cross relief efforts. .

THE SEPTEMBER SURVEY
Gas prices are now about $1 a gallon more than they were last year at this time. Where will it end ... and what does it mean for your business?

Some economists suggest that every one-cent increase in the price of gas takes $1.5 billion out of the country's disposable income, surely an ominous statistic for the restaurant industry. The media is talking about a reduction in discretionary spending on such things as restaurant meals as prices continue to climb. This month we look at the impact of rising gasoline prices and how you are addressing the issue.

I will provide a compilation of all the responses to everyone who contributes to this project ... as long as you provide an e-mail address.

Click here to add your thoughts to the September survey.

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

I learned that while I am caught up in the fires of management, the staff still lives their lives laid back and relaxed. Sometimes I have to step back and come down to that level as well. The staff did all sorts of things for my Executive Chef's birthday today. I knew nothing about any of it, not even that it was her birthday. -- Shawn Russin, Travelodge, Melfort, Saskatchewan, Canada

Have you heard the phrase, "Slow down, you'll go faster?" Sometimes the way to get more things done is by quieting your mind and relaxing instead of running around like a headless chicken. You will learn more when you do that, too.

It is embarrassing not to be aware of information that is common knowledge among your staff ... which brings me back to the importance of listening. Never doubt that the most critical skill you can develop as a manager is your ability to truly listen.

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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