ELECTRONIC HOUSE CALL - February 17, 2006

I have so been enjoying the last two weeks of sunshine, particularly after two months of solid rain. Now we can look forward to a few days of below freezing -- no big deal, but to listen to the news you would think we were in the middle of a major disaster.

Around here, temperatures in the teens and twenties are twenty-four hour news. In Minnesota, they would call it springtime!

DOUBLE DIPPING
From time to time, I browse through the EHC archives and am often reminded of something I wrote years ago that is worth revisiting ... and news to more recent subscribers. Here is a golden oldie that I just tripped over, originally published in EHC #154 on January 12, 2001.

A friend asked me for a restaurant recommendation. She had a friend with a birthday and was looking for something special. She asked me for my opinion of several local restaurants. They were all good ... but they were not special.

I recommended The Green Turtle, my favorite local Gig Harbor eatery where I knew they would be well cared-for. I called Nolan Glenn, the owner, just to let him know that they were coming and that it was a special occasion. The next day, I got the following e- mail from her:

"You really are a sweetheart. What a thoughtful thing it was for you to provide the appetizer. Betty ended up choosing the Thai Satay and we enjoyed it thoroughly. In fact, we had a delightful evening. You were really right about the Green Turtle and I will recommend it lavishly."

"At your recommendation, I had the tuna, and it was as great you said. We got samples of chowder and Betty was provided with a birthday mousse. She thought it all was very special, just as you said. Thanks again, so much."

A Note from the Doc:
In one of the Management Insight Series interviews, "Coach" Don Smith discussed the power of the unexpected extra. In this case the restaurant owner doubled up on it. Not only did he give an unexpected extra to the guests, but he gave me one at the same time.

The truth is that I didn't provide the appetizer -- Nolan did ... but he gave me credit for it which got me some points with my friend. This is a marvelous way to reward a guest for a referral because the gift is goodwill among friends.

Are the guests likely to come back and say wonderful things about him? You bet! Am I likely to continue to recommend him? You bet! This is how it works, folks.

THE OLYMPIC SPIRIT
Maybe it is just that back in another life I designed the foodservice program for the US Olympic Training Centers and ran it for almost five years. Whatever the roots, I am always fascinated by the Olympic Games and deeply moved by the dedication of the athletes.

These kids train hard for most of their lives, knowing that 1) the odds are that they will never make an Olympic team and 2) if they do make the team, the odds are that they will never place high enough to medal. In spite of that, they still go for it ... with passion, enthusiasm and dogged dedication.

It makes me wonder if the obsession with continual personal improvement isn't at least as important as natural talent in creating world class performance. I also hope you know that I am not just talking about athletic feats. The Olympic spirit is as much about attitude as it is about the games.

What is the level of your own personal Olympic spirit? How are you expressing that spirit in your work? In our business, the games are always on.

THE SERVICE SURVEY
Last month the EHC Survey took a look at exceptional service ideas. When the survey closed, 73 operators from seven different countries had contributed 169 of their best ideas ... including forty things they advise you NEVER to do!

With a list like that, do you think you might be able to find an idea or two that would make your cash register ring? I would be willing to guarantee it ... if you are willing to do the work. If you were one of the contributors, you already got the list just for being part of the survey.

But if somehow you missed out, don't despair. You can still get a copy of the survey results ... and for only $17! If you can't make back hundreds of times that investment, you just aren't trying!

To order the Service Survey results, just follow the link below. It has been compiled into a PDF file and comes as an immediate download.

This is the last week that I will include this offer in the EHC, so if you have been putting it off ... now would be the time to act!

Click here to order the January Survey Results.

THE FEBRUARY SURVEY
I am coming to believe that training is the ultimate competitive advantage. But the way we were trained is not necessarily the way that today's workers learn ... and many of the skills necessary to success were never formally trained at all!

This month we look at the good, the bad and the ugly about training -- what it is, how it is done and how well it has worked as a point of difference in market.

As usual, I will provide a compilation of all the responses to everyone who contributes to this project. Just click on the link below. Add your thoughts to the February survey at http://www.surveymonkey.com%2Fs.asp%3Fu%3D78741741619

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

I was recently laid off from a job and was fortunate enough to find another position with more responsibility, one that requires overseeing more departments (which proves the old theory that when a door closes, somewhere a window is opened).

Anyway, my new staff has warmed to me because I have spent the time with them to "LISTEN." Listening is a full time job. Someone once said "God gave you two ears and one mouth -- use them proportionately." Try it.

The thing I learned from the staff is that sometimes a little of my time is all they need. -- Cathy Stewart

Effective management is easier than we usually make it. When you see your staff as intelligent adults who want to make a contribution if they only have the opportunity, you will naturally approach them with respect, solicit their ideas and make them part of the process.

Listening not only brings you fresh insights, but is an important factor in creating a positive work climate which, in turn, causes the entire staff to be more productive and deliver better service. What gets rewarded is what gets done. Some rewards can be financial -- and you need some of those -- but the ones with the most impact are usually personal -- like your undivided attention.

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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