ELECTRONIC HOUSE CALL - March 10, 2006

Spring is springing around the Puget Sound. The trees are flowering, the daffodils and crocuses are poking up ... and yesterday we had snow flurries off and on between the sunbreaks! (It hardly ever snows here!) What passes for winter around here has not given up quite yet, but you can tell that warmer weather is on the way.

My trip to the New York Restaurant Show last week was like old home week. Some of the people have been attending my seminars for the past ten years ... and after all that time, I even know most of the AV tech guys by name! The New York State Restaurant Association is incredibly supportive of me and my work ... enough so that they have invited me back for 2007! Thanks, guys.

This afternoon I am on a plane to Las Vegas for the International Pizza Expo, another annual stop. I am also planning a huge SuperConference for my pizza clients in Las Vegas this June, so Expo is going to be a great chance to spread the word. I will be back in the office on Thursday.

PROFESSIONAL COURTESY
Last Saturday night I had dinner in New York City with Rick Sampson, CEO of the NY State Restaurant Association and Chuck Hunt, the Executive VP in charge of the New York City office. We ate at the legendary Sardi's Restaurant where owner Max Klimavicus generously comped a bottle of wine and a round of desserts for the table.

Max was on his way home for the night, but stayed long enough to welcome us to the restaurant and make a personal connection before he left. I thought that perhaps the courtesy shown us was something special but Fred and Chuck assured me that this was just the way Max always operated.

They couldn't stop talking about what a gracious man Max was, that he was always the first to volunteer to help with any association project and how he was always extremely generous when it came to taking care of his peers. Much of our dinner conversation centered on the dying art of professional courtesy -- one industry pro going out of his way to take special care of another.

Then we noted that in our collective experience (which had to total close to 150 years) the operators who were the most free with comps were also doing the highest volumes. Were they willing to comp because they had high volumes ... or -- which we though was more likely -- were the high volumes a reflection of the environment created by the lack of fear reflected in their willingness to comp?

It seemed to us that this practice was much more common in the past than it is today, perhaps reflecting the rise of corporate chain restaurants and the resulting struggle that independent operators face in keeping their heads above water. However it is no less important today ... and it might just be a competitive edge for the little guy.

Perhaps Franklin Roosevelt had it right when he said that "the only thing we have to fear is fear itself." When your life is run by fear -- fear of not having enough money, fear of failing, fear of losing a relationship -- it colors everything you touch. People can smell fear when they walk in your door ... and it is not an attractive odor.

This is not about comping your way to success but more about shifting your thinking from lack to abundance. As a start, I suggest that you pick at least one table a night and comp their meal for no particular reason at all except that it is fun to do! (You will probably want to pick a deuce rather than an 8-top ... but you knew that!)

At the end of the meal, approach the table, introduce yourself and tell them that if they will take care of their server, you will take care of their dinner check. They will ask why. Just tell them that they look like a nice couple and you always like to do nice things for nice people. Of course, invite them to come back again soon. It will make their day ... and, I predict, it will make yours, too. You will lighten up, the whole place will lighten up and I'll bet that you will see an increase in the average checks that night as a result. Try it. You’ll like it!

CREATING THE EFFORTLESS ORGANIZATION
If you missed the Super Summit programs last year, you are about to get another chance. The next program will be in Nashville, Tennessee on June 12- 13. But rather than give you a long sales pitch, I will let one of last year's attendees tell you how it impacted him.

The results of this program were completely unexpected. I connected with this as a business. But I was very pleasantly surprised that the listening skills and understanding about presence allowed me to solve a problem that has been going on between me and my wife for three years. As soon as started practicing truly listening and being present, our relationship moved up four or five levels. We are now.

I came to understand that it was me and my inability to be present and listen that was causing the problem. It is so exciting to be able to come to a program like this and learn something that is totally unexpected and solves a long-standing problem -- in this case with my wife and partner. It’s extraordinary.

The program did two things for me as it applies to business. It affirmed some principles that I have believed in and tried to practice. I also had two major insights that will greatly help our business. -- Rick Riccio, Director of Operations, Washington Square Group, Huntsville, AL

Rick liked the program so much he came back to the second session ... and brought six of his key staff members with him!

This issue of the EHC is getting too long, so look for a special (brief) notice on this program next Monday with a link to more information.

THE MARCH SURVEY
One of the most frustrating parts of management is getting the staff to do what you want them to do ... when you want it to happen ... and the way you want it done. I go into depth on this subject with my coaching program subscribers ... but now it is your turn.

This month the EHC Survey looks at staff motivation and incentives -- what is working for you, what isn't ... and what you are doing about it. I expect a LOT of great ideas.

As usual, I will provide a compilation of all the responses to everyone who contributes to this project. Just click here to add your thoughts to the March survey

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

I participated in a high school career day today. Because I have made a previous engagement that would make me late to the fair I asked one of my managers to fill in for the first hour.

Upon my arrival she was enthusiastically talking to students and had a list of ideas for the next time. I should have let her do the entire thing and just provided the props. She was GREAT! Bottom line, I once again realized that others can do the job as well or better than I can and appreciate being asked. -- Natalie Milholland, Richards Restaurants, Bryant, IN

All the great pilot training in the world will not make anyone a great pilot. At some point they have to solo. If you never let them solo, they (and you) never find out how good they are. If they never figure that out, they will always be bringing everything to you for approval before they take action.

Never turn anyone loose until they have been thoroughly coached -- that is dumping, not delegation -- but once they know the ropes, they must be allowed to work without a net.

My most effective way to pass off a task was to ask the trainee to work with me until they understood everything that I was doing -- and WHY IT MADE SENSE TO ME TO DO IT THAT WAY. Once they were up to speed on that, they were on their own and could do anything they wanted. The results were mind-blowing!

How do you know when somebody is ready to solo? You have to ask good questions and really listen to the responses. What they say is important but how they say it is equally critical. So you also must learn to listen for what they are NOT saying. I suspect we will spend more time on this idea in future installments.

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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