ELECTRONIC HOUSE CALL - June 30, 2006

I am always pleasantly surprised when an issue of the EHC tells ME what it wants to be rather than the other way around. This is one of those times.

I suppose it started when one of the attendees at last week's Pizza SuperConference told me that rather than fire one of his under-performing staffers, he sat down with him, discussed what it was that he really wanted to be doing and is in the process of shifting him to another position that both of them think will work better.

Then I got a note from Ann Reichle (see "What Did You Learn ...?") that reminded me of something I learned from Molly Hancock which (Good Golly ...), in turn, made me think of something I wrote to my Coaching Program subscribers (What's Your Job?) In any case, there is a real theme to this week's issue. See what you think ...

Oh ... and happy Independence Day weekend to my US subscribers. Whether this is a busy time or a slow time for you, I hope you will be able to get off the treadmill for a few hours and spend some quality time with your family and friends.

WHAT’S YOUR JOB?
How would you describe your job? To produce a profit? To make your guests happy? To grow your business? All of these are critical components of your success, of course, but this month I have something else in mind.

As an enlightened manager, I think you have a responsibility – at once totally exciting and absolutely terrifying – to help your staff discover their excellence. How’s that for a job?

I contend that everyone wants to do good work and contribute to something larger than themselves. Everybody is good at something ... but not everybody is good at what they happen to be doing at the moment.

Sometimes the way you find out what you ARE good at is by finding out what you are NOT good at. You have people in the dining room who should be in the kitchen, people in the kitchen who would excel at maintenance, people in maintenance that should be in the office and office workers who should be doing something else altogether!

So before you fire someone for not doing their current job well, you would be well-advised to explore other available options before you send them out on the job market, possibly to work for the competition.

GOOD GOLLY MISS MOLLY
Ann Reichle's comments below reminded me of a piece I had in the EHC about this time last year. Normally I don't recycle things that quickly, but the insight is important enough to remind you of it again.

Molly Hancock is the former COO of Consolidated Restaurants in Seattle and now a sought-after consultant for companies in need of a turnaround. Molly is one of the best operators I know ... and truly one of my favorite people.

When I interviewed her for my Management Insight Series awhile ago, I learned something very interesting about how she became rooted in the hospitality industry ... and there is an important lesson there for all of us.

Molly started with Consolidated as a server while she was majoring in microbiology at the University of Washington. As graduation approached, she mentioned to her GM that she had resumes out and had listed him as a reference.

He told her that she had a natural talent and passion for the restaurant biz. "Why not consider making a career in our industry?" he asked. She said that the idea had never occurred to her! But she thought it over ... and the rest is history!

My question is: how many talented people have you allowed to slip away simply because you failed to suggest that this is a "real job" that they could be really good at? It is something to ponder.

100,000 MILE TUNE-UP
Just as your car needs a major tune-up from time to time, your restaurant periodically needs some detailed diagnostic attention to continue to perform to its full potential.

When a concept has enjoyed success in the market over time, it is easy to start taking it for granted. The concept gradually – almost invisibly – gets stale ... and staleness is like rust under the paint of your car, weakening the integrity of the vehicle before you ever see it.

Super Summit 2006 will provide you with specific skills, ideas and plans to make your operation more competitive and allow you to appeal to newer, larger, (younger?) markets. If your primary customer base is graying -- and many are -- your future depends on your ability to diversify.

The 2006 Super Summit will bring you together with me and respected food consultant Phyllis Ann Marshall for a hands-on, practical program that will rekindle your passion for your work and reposition your restaurant for long term success.

If you have 100,000 miles on your present operation ... and would like it to run smoothly for another 100,000 ... you definitely want to look into Super Summit 2006. For a sneak preview of what we have in mind for a select group of operators next September in Charleston, South Carolina, click on the link below.

Oh, and by the way ... the first (and largest) early registration scholarship that expires on July 15. That's barely more than two weeks away. Why not save $500 while you can? The true entrepreneur does not hesitate when a real opportunity presents itself.

See the preview of Super Summit 2006.

THE JULY SURVEY
We are halfway through the year -- time to check in and see what's on your mind. I know that time is tight this month, so let's use the July survey as a way to pause and take stock of where we are and where you want to go.

This month I am interested in knowing the issues you would like to see addressed in future surveys, how you think I could improve the EHC and anything else you care to pass along. I promise to give careful consideration to all ideas submitted.

I will also send a gift to everyone who takes the time to share their thoughts. I will close this survey on July 21 to give me time to reflect on your comments before I put together the August survey.

You can download copies of all past EHC surveys including the massive WOW Ideas collection.

Let me know what's on your mind.

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

I learned that one of my graduating high school seniors whom I thought was treading water here said there are only two things he is good at: playing guitar and working with food. I invited him into a management program because his Father had determined he was to head into the military.

He is not a brilliant student and seems to get in a lot of trouble elsewhere, but here he is a gentleman and a darn good employee! He is now considering long term employment as a reason to talk to his Father about a career here. -- Ann Reichle, Angelina's Pizza, Olmstead Falls, OH

You can see how this note triggered the articles above. Ann demonstrates one of the traits of enlightened management -- the ability to look at a situation from a different perspective and see possible answers where most would have given up.

I was not a fly on the wall when she was talking with this young man, but I will bet she did more listening than talking, asked good questions, reflected on what she heard and allowed her natural creativity to come up with a solution.

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!)

NOTE: Enhancing your listening skills is just one of the skills you will develop at the annual Foundations level program of the CEO Project. We are now accepting applications for the next program, scheduled for June 11-13, 2007. Mark your calendar.

We will be offering a no-cost year-long coaching program to those who sign up early ... along with the ability to lock in this year's tuition and spread the payments over ten months. Those options will go away as the months pass.

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:

* Sept 13-14, Northeast Pizza Expo, Atlantic City, NJ
* Sept 20-21, Mid-Atlantic Food, Beverage & Lodging Expo, Baltimore, MD
* Sept 25-26, Super Summit 2006, Charleston, SC
* October 17, New Hampshire Hospitality Expo, Manchester, NH
* November 13-14, Bill & Joel's Birthday Bash, Las Vegas, NV

Contact me for more details on any of these programs.

© 2006 Restaurant Doctor