ELECTRONIC HOUSE CALL - January 20, 2006

Well Seattle didn't break the record for consecutive days of rain. Our streak ended last Sunday when it was dry for the day ... but we have had a bit of rain every day since. It looks like we will get a few dry days starting this Sunday, just in time for the Seahawks playoff game.

For those who expressed concerns over my health ... thanks and don't worry. I am feeling fine and have been walking for 30-45 minutes most every day (when I can sneak it in between rain showers.) Isn't it frustrating how quickly you can put on weight and how slowly it comes off?

THINK TORINO
With all the hype about the Super Bowl, don't forget that the Winter Olympics start on February 10th and run until the 26th.

Aside from the fact that the games only happen every four years, the advantage of doing a promotion tied to the Olympics is that they extend over 16 days, giving you many more times the income- producing potential for about the same money you might spend to promote a half-day event like the Super Bowl.

The other plus is that NBC will be spending LOTS of money to promote their coverage of the event. Every ad dollar the network invests can remind people of YOUR promotion, what Max Hitchins calls "slipstream marketing" ... and it can really give you a lot of bang for your promotional buck.

PUT DOWN THE GLASS
Here is an interesting lesson passed along by my colleague Kaiz Patel in Mumbai, India. You may be able to use this in a staff meeting ... and you may recognize yourself in here as well!

A professor began his class by holding up a glass with some water in it. He held it up for all to see and asked the students, "How much do you think this glass weighs?" "50gms, 100gms, 125gms" ... the students answered.

"I really don't know unless I weigh it," said the professor, "but, my question is: What would happen if I held it up like this for a few minutes?" "Nothing," the students said.

"OK, what would happen if I held it up like this for an hour?" the professor asked. "Your arm would begin to ache," said one of the students.

"You're right. Now what would happen if I held it for a day?" "Your arm could go numb, you might have severe muscle stress, possible paralysis and have to go to hospital for sure!" ventured another ... and all the students laughed.

"Very good. But during all this, did the weight of the glass change?" asked the professor. "No," the students responded.

"Then what would have caused my arm ache and the muscle stress?" The students were puzzled. Finally, one of them said, "Put the glass down!"

"Exactly!" said the professor. "Life's problems are something like this. Hold them for a few minutes in your head and they seem OK. Think of them for a long time and your brain begins to ache. Hold on to them even longer and they begin to paralyze you to the point where you will not be able to do anything."

It is important to think of the challenges (problems) in your life, but EVEN MORE IMPORTANT to "put them down" at the end of every day before you go to sleep. That way, you are not stressed, you wake up every day fresh and strong and can handle any issue, any challenge that comes your way!

So, as it becomes time for you to head for home today, remember to PUT THE GLASS DOWN!

THE JANUARY SURVEY
Some elements of good service -- food quality, timing, and the like -- are constants. They are the price of admission to the restaurant game. But seasoned restaurateurs know that what WOWed their guests last year will not have the same impact this year. There is always a need to stay fresh ... and offer a few pleasant surprises.

This month we look at memorable customer service and what it takes to make -- and keep -- your operation distinct in the minds of your guests ... as well as what ticks diners off and drives them away.

The early contributions have been a little slow (about 30 at this point) but there are some really great ideas in there. To get a summary of all the responses, you must contribute to the survey ... so share your wisdom and share in the wealth.

Add your thoughts to the January survey.

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

Today I came to work after two days off in a row. This can sometimes leaves me feeling disjointed - out of touch, and today, a little reluctant to re-enter the fray. Well, on the way to work I psyched myself up to act enthusiastic about being here. (You're right, Bill - if I'm not, who will be?)

So I walked in with a smile and hellos, and hung up my coat in the office. Where to begin? Not sure, so I went to chat with the staff. Just casual, each one in turn as I went, just finding out how they've been, etc.

What did I learn? Wow! I learned that the new cook is getting kudos from his co-workers for his good, speedy food and his cleaning, and then that another cook is feeling threatened by the same. I learned that a (fantastic) dining room staff member from last summer wants to return this coming summer.

I learned that a server with past tardiness problems has again started doing the same. I learned that a dishwasher is eager to do more. And mostly, I learned that when I reach out to the folks that help run this restaurant, they give me great clues about which way to go.

I'm re-learning that a little love on my part goes a long way, and I get it back in multiples -- because they have inspired in me genuine enthusiam again! -- Tani Hemmila, Blue Bear Cafe, Moose Lake, MN

This is what I am talking about! Whenever you are wondering what to do next, just quiet your mind, start asking questions ... and listen! The next steps will soon become obvious. Better yet, your crew will be more engaged in the process, more enthusiastic and more inclined to be part of the solution.

There is more to be gained from listening than just information. Once you understand that employees don't leave restaurants, they leave managers, you start to appreciate that good listening skills help create loyalty and connection with your staff.

Why should you care? Well if you don't see the value of a harmonious workplace, how about your bottom line? I just re-calculated my estimate of the direct cost of turnover and it came to $1700-4400 per person for hourly workers! How many people do you lose in the course of a year? If you would like a good chunk of that money back in your pocket, become a better listener.

Never doubt that the most critical -- and perhaps profitable -- management skill you can develop is your ability to truly listen.

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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