ELECTRONIC HOUSE CALL - March 24, 2006

So much to do. So little time. Operators are not the only ones with lots of balls in their juggle. I am headed to Chicago for five days on Wednesday and have two major mailings for two major June events to get out before I leave. June will be here before you know it and if I don't get the word out to everyone soon ...

The time pressure is complicated our departure for three weeks in Europe for the annual corporate meeting. We will be wheels up in less than a month and by the time I get back, it will be too late to do anything but handle logistics. The 2006 LIO Program is discussed below. The second event is the Pizza Insight SuperConference in Las Vegas.

TWENTY QUESTIONS
How many questions do your guests have to answer during their meal? This may sound like a silly question, but in an MIS teleconference with "Coach" Don Smith, he relayed a story about one restaurant where the count was close to twenty!

It starts with "Smoking or Non-Smoking?" continues through choices of salad dressings, starch, etc. and ends up with coffee and dessert questions.

An enjoyable and effortless dining experience creates the good time your guests want. Logic seems to suggest that the more choices you give a guest, the more likely they are to be get exactly what they want. This could be true, but the process of making all the choices can be cruel and unusual punishment!

Giving people unlimited choices does not necessarily enhance their dining experience. In fact, it may only allow them to eat what they would eat at home and restaurants ought to be more special than that. There is a lot to recommend a unique house dressing, signature soups and distinctive side dishes. It is easier on the kitchen, faster for the service staff and more interesting for the guest.

CREATING THE EFFORTLESS ORGANIZATION
If you missed the Super Summit programs last year, you are about to get another chance. The program is now called "Leadership From the Inside Out" or LIO Program for short. It will be offered only once this year -- 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 affected her.

"I really enjoyed the Super Summit and have been feeling the positive effects already -- no fires to put out when I arrived back Thursday morning and a lot clearer on how to deal with a few staff members I was hoping would just go away, but truly knew that I had to handle differently.

"The thing I enjoyed most about the Summit was that I was not being sold. It was truly about sharing how to get the deepest connection and best mental health possible with no book or program to buy that held the final secret.

"So thank you, that really helped me to be open to the entire process and time well spent." -- Heidi Westfall, Alpenhorn Bistro & Bar, Smithers, BC, Canada

A Note From the Doc:
Heidi attended the first Super Summit in April. She was so moved by the insights she gained that she returned for the second session in June. She has already registered for the Nashville LIO Program ... AND the Alumni Intensive that follows it ... AND is bringing one or two of her key staff down with her.

Obviously Heidi knows that she is on to something very good for her business. This June, 35 others will uncover their own secrets to regaining control of their lives. Will you be among them?

The LIO Program is not at all like school ... or any other conference you have attended. The learning comes from your own insights rather than a canned curriculum. As your thinking starts to shift and your understanding deepens, you will become aware of more and more exciting new possibilities.

There are more comments from past attendees on the CEO (Creating the Effortless Organization) Project website.

You certainly want to find out more about this unique program.

LAST WEEK FOR 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. Add your thoughts to the March survey

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

I started a "contest" among my staff to see who had the best check average. I though I had thought through most of the logistics (tracking, prizes, incentive, training, presentations etc) I have weekly prizes as well as prizes for the most improved, overall winner and a party for all who improve by a set amount.

The updates would be posted weekly. Also had a couple of "joking" prizes for the losers. The weeks lowest average had to serve the winner dinner, the people who didn't achieve the mark had to clean up after the party. I thought it was pretty good idea.

One of my servers (also one of my best, who had a good chance of winning) came to me and said that she felt the "joking" was negative re-enforcement and was uncomfortable with the posted results. My first reaction was for her just to relax, that it was just a game ... but the more I thought about it, the more I realized that she had a point.

I wound up changing a lot of the contest before running it. I made it a contest against yourself as opposed to against other staff members, took out the "joking" punishments and posted the results by employee number rather than by name.

The lessons for me are that everyone has a different perspective on things and to consider all sides (and some more opnions) when dealing with the staff. I'm sure more people felt the way she did but didn't say anything. If she hadn't I may have alienated many of my staff, including her. -- Steve Iadevaia, Mangrove Cafe/River City Grill, Naples/Punta Gorda, FL

Ever wonder how you avoid serious damage to the morale of your organization with well-intentioned programs? Just ask first ... and listen to what the crew tells you. In fact, you will find that the answers to almost every problem you face can be found the same way.

It's not always that a staff member will give you the perfect solution to your problem (although that will surely happen from time to time). But often it will be something they say that will trigger an insight that will lead you to the perfect solution.

All that is required on your part is to be able to quiet your mind and listen for more than just the words. (In case you haven't already figured it out, that is what the LIO Project is designed to help you do.)

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?

© 2006 Restaurant Doctor