ELECTRONIC HOUSE CALL - May 19, 2006

Tomorrow I get back on a plane again, this time for Chicago and the NRA Show. If you will be in town for this annual event, I will be presenting a program at noon on Monday entitled, "The World Doesn't Need One More Place to Eat!" Drop in and say hello.

Thanks to everyone who sent their opinions along about last week's note on my unhappy camper. I appreciate your comments ... and especially your taking the time to write with everything else you have on your plate.

In housekeeping items, the new Service Pro DVD sets have all been put in the mail to everyone who ordered them. Thanks for your patience.

I have also sent out copies of the April survey results to those who participated. A couple were bounced back because of e-mail problems. Let me know if you did not receive your copy and we'll figure out how to get it to you.

BEFORE YOU LEAP ...
Most single unit operators I know secretly think about -- even obsess about -- opening a second unit. I don't know whether that is because they love the adventure of a startup, need to spread some overhead or are just bored, but the temptation is always there.

In many cases, the appeal of a second unit is the chance to start fresh, to dodge all the problems that drive you crazy in your first joint, to break the boredom and sink your teeth into a new project. (I know. I've been there and done that.)

In my experience, the jump from one to two is the hardest jump you make. Going from #2 to #3 or from #3 to #30 is more of the same, but adding a second unit creates a fundamentally different management situation. If you are thinking about expanding, first read my article entitled "The Terrible Twos” (http://www.restaurantdoctor.com/articles/twos.html). It's on my website in the Articles section under "Freebies" ... but that is not my point today.

My point is that in most cases you are far better off to put the time, energy (and some of the money) that you were ready to invest in a new place into improving your current operation instead. It is a lot easier to make money by increasing sales in a place that is already generating cash than it is to make a profit when you have another overhead to pay for.

Those who have made the leap to that second unit will tell you that you also want to be sure that #1 is running smoothly on all cylinders before you divert your attention to a new operation. So first make sure that your present unit is operating at peak efficiency. THEN you can start thinking about expanding your empire.

Doing it this way isn't as glamorous ... but it's a lot more profitable and a whole bunch easier.

ROUND IS BORING
If you haven't upgraded your china recently, it is time to start thinking about it. I have been impressed, both in Europe and around the country, by restaurants that serve different courses on plates that are either different in shape or pattern. It is always a pleasant surprise to see it done.

One restaurant I know has 22 different plates in its inventory. I know, I know. That's a lot to deal with and it makes the dishwashers' job a little more complicated ... but if you want to stand out from the competition, you have to DO THE WORK that others are not willing to do. Try it. You'll like it.

CREATING THE EFFORTLESS ORGANIZATION
Next month a small group of operators will discover how to create an effortless organization and regain control of their lives. Will you be among them?

If you indicated an interest in events like this when you signed up for the EHC, look for a final, special offer over the weekend. If you are not on that list and would like to find out what we have in mind, send me an e-mail and I will add you to the list.

Get the whole story on LIO 2006.

THE MAY SURVEY
A couple of months ago we took a look at motivation and incentives. This month we look at Rewards and Recognition.

At first glance, these two topics might appear to be the same. Depending on your definitions, there certainly could be common elements ...but I want to approach it from the aspect of ongoing practices and policies that encourage excellence.

As usual, I will provide a compilation of all the responses to everyone who contributes to this project. Just click on the link below to participate in the April survey.

Download copies of all past EHC surveys, including the massive WOW Ideas collection.

Add your thoughts to the May survey.

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

Well, in the last 10 minutes I learned that our current staff shirts may be too warm for some of the crew with summer temps on the way. But, after delving into it a little more I also discovered that there are several staffers who think the shirts will be just fine. Mmmm.

Perhaps we'll have to bring in an optional shirt for those who find the current one too warm. That was just in the last 10 minutes. I'm sure there will be much more to come before the day is done. -- Marnie Green, Howe Sound Inn & Brewing Co., Squamish, BC

This is a simple example of the power of listening. What do you think the effect on morale would have been if Marnie had insisted on shirts that were too hot for the temperature conditions ... and never asked the staff what they thought?

By asking for feedback -- and actually listening to what was said -- she opened a dialogue with the crew that is likely to leave everyone feeling like they were part of the process ... because they WERE part of the process.

An enhancement to consider for the future is to get the crew involved BEFORE any decision is made. Better yet, give the staff the latitude to make the decision themselves and bring a recommendation to the manager ... without the manager even getting involved in the discussion.

As I am fond of saying, all the great pilot training in the world won't make anyone a great pilot. At some point, they have to solo.

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?

WHERE’S WALDO?
Since people often ask, here are some upcoming public events where you can attend a seminar or an event with the Doc:

* May 22, NRA Show, Chicago, IL
* June 6-7, SYSCO Maryland, Baltimore & northern Virginia
* June 12-13, Leadership From the Inside Out, Nashville, TN
* June 20-22, Pizza Insight SuperConference, Las Vegas, NV
* Sept 13-14, Northeast Pizza Expo, Atlantic City, NJ
* Sept 20-21, Maryland Restaurant Expo, Baltimore, MD
* Sept 25-26, Super Summit 2006, Charleston, SC
* October 17, New Hampshire Hospitality Expo, Manchester, NH

Contact me for more details.

© 2006 Restaurant Doctor