ELECTRONIC HOUSE CALL - January 27, 2006

The big story around my neck of the woods, of course, is that the Seattle Seahawks are in the Super Bowl for the first time in franchise history. That's the good news ... and the Steelers should make it a great game.

The bad news is that the entire country has to endure two weeks of hype before we actually get to the game itself. Give us strength.

IMPENDING CRISIS ... OR OPPORTUNITY
One-in-four hospitality workers are dissatisfied with their jobs and 32 percent plan to pursue new opportunities by the end of the year, according to a recent survey by CareerBuilder.com.

Workers cite dissatisfaction with pay, increasingly heavy workloads and the lack of on-the-job training and development as the leading factors influencing their decisions to change jobs. The survey, "Job Forecast 2006 - Hospitality," was conducted from November 15, 2005 to December 6, 2005.

Compensation continues to top the list of hospitality worker's concerns. Thirty-eight percent of hospitality workers say they were given a raise last year; only 29 percent saw their salaries increase by more than three percent. Half of hospitality workers say they are not satisfied with the pay they receive for the amount of effort they put into their work.

Dissatisfaction with pay is often related to workload. More than half of hospitality workers say their workloads have increased over the last six months and 31 percent are not happy with the effect workload is having on their work/life balance. Thirty- nine percent of hospitality workers characterized their workload as too heavy.

Hospitality workers also voiced concerns over the training and career development they receive in their current positions. Thirty-six percent of hospitality workers say they are unhappy with the amount of training opportunities available to them to development professionally.

"Of all the industries surveyed by CareerBuilder.com, hospitality ranks amongst the highest for the amount of workers who plan to change jobs," said Diane Christopher, Hospitality Employment Expert at CareerBuilder.com.

"According to the Bureau of Labor Statistics, the hospitality industry will create over 1.5 million jobs by the year 2012. This means more opportunities for job seekers and it signals the need for employers to strengthen their retention strategies to make sure their top performers don't get away."

A Note from the Doc:
-- What would you do if the top 25% of your workers gave notice tomorrow?
-- What are you doing right now to keep that from happening?
-- What are you doing right now to be the employer that top workers in other restaurants want to jump ship to work for?

PLAY OR PASS?
Super Bowl Sunday is one of the biggest days for home parties. For what it may be worth, Hallmark estimates the average attendance at a Super Bowl party is 18 people.

Unlike Thanksgiving or other sit-down-dinner holidays, Super Bowl entertaining is decidedly casual, with pizza, snacks, dips and frozen hors d'oeuvres the most popular. Food selection mostly revolves around two things: Can it be munched while watching TV, and does it go with beer or soda?

According to National Restaurant Association research, roughly one out of seven (15 percent) Americans order takeout or delivery food from a restaurant for a Super Bowl gathering at their house or someone else’s house. For younger adults (ages 18-34) who watch the Super Bowl that figure rises to 22 percent.

Of those who ordered takeout or delivery, 58 percent ordered pizza (Pizza Hut alone plans to sell 2 million pizzas that day, a 39% increase over the average Sunday), 50 percent ordered chicken wings, and 20 percent ordered subs or sandwiches.

Those living in larger households (three or more members) were more likely than others to order takeout or delivery on Super Bowl Sunday, as were those living in a metropolitan area, and those living in the Northeast. In addition, approximately one in 20 Americans (4 percent) watch the big game at a restaurant or a bar.

A Note from the Doc:
If you are a sports bar or if your demographics or menu fit these criteria, then a promotion for Super Bowl Sunday might make sense. If not -- and if you don't promote a "Get Away From the Game" dinner as am alternative -- focus your promotional energies on Valentine's Day (Romance Month) and the Winter Olympics.

Then take Super Sunday off, order a pizza from somebody else, put your feet up and enjoy the game!

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. This is your last chance to participate in the January survey.

To get a summary of all the responses, you must contribute to the survey ... so if you want to share in the wealth, you must share your wisdom.

Click here to add your thoughts to the January survey.

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

I learned that I need to have more training for the staff on different methods of waiting on tables so everyone is doing the same thing every time. -- Michael Crawford, Zach's Steakhouse, Sussex, NB

This is important information to have ... but I would make one slight adjustment. Instead of having everyone do the same thing every time, you really want them to get the same RESULT every time. That will often happen in a different way for different tables depending on what they need and the mood they are in.

The dialogue to have is a discussion of what results you want to accomplish during the dining experience, the various ways you might go about it and how you can tell if it is working or not. You are looking for agreement as to results and measurement standards along with creative ways to get there.

People don't argue with their own information. The more the ideas come from your crew, the easier they will be implemented. The more good questions you ask and the better you listen to the answers, the more your staff will own the results.

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.

Earlier in this issue I shared some current research on the state of flux in our labor market. If you want to keep your good workers and attract the best of the rest, 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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