ELECTRONIC HOUSE CALL - July 21, 2006

Ah, summer in Seattle. Usually it is a one or two-day affair but this summer seems to have gone on forever! For the next few days we even venture into the 90's -- truly a rare occurence (for which I am eternally grateful!)

But on Sunday I arrive in Orlando, Florida for the National Speakers Association convention. The temperatures may actually be cooler than Seattle ... and there will be a lot more rain. (How's that for a strange turn of events?)

The convention should be a great learning experience ... but for me, the best part of being in Orlando is always the opportunity to dine at Le Coq au Vin. This unpretentious country French eatery has been a personal favorite experience for years now ... and has once again been rated by Zagat as having the best food in Orlando. I expect to have a few new stories by next week's issue.

‘TIS THE SEASON
Whether summer is a busy time for you or a slower one, it should not be business as usual during these warmer months. This is the time when local farms are producing a selection of fresh fruits and vegetables that you just won't find any other time of the year. If you have not already adjusted your menu (and your story-telling) to take advantage of this bounty, you are missing a golden opportunity.

For example, summer on the farm brings heirloom tomatoes. Those who have ever grown tomatoes in a backyard garden know the distinct difference in taste between a tomato freshly picked from the vine and those found at the supermarket throughout the year.

This taste distinction occurs because tomatoes grown outside the region are picked when they are still green and then treated with a chemical gas that promotes the change of color during a long journey from farm to storage facility to supermarket to plate.

The chemical processing of tomatoes allows them to turn a beautiful red color for display in stores; however it does not allow the tomato to actually ripen any further. The taste of these tomatoes is not allowed to fully develop and the difference is noticeable to consumers. This same great taste distinction can be found in all other farm-fresh fruits and vegetables. Locally-grown seasonal products simply taste better than their altered, processed and industrially harvested counterparts.

Sometimes you just have to work with what you can get ... but when you can get farm fresh, why would you offer your guests anything less? Does it take more work to locate a source of locally farmed produce? Of course it does. Do the work ... and be sure to tell the story!

FIRST IMPRESSIONS
How do your servers approach the table?

"Hi, my name is John, and I'm going to be your server tonight." Or, how about this one:"Coffee?" Or, from an ice cream chain -- no greeting at all!

When I dined at Pappadeaux's Seafood in Fort Worth, Texas, I was WOWed when my server said (with a big smile), "Thank you for joining us tonight for dinner, I'm really glad you're here. Is this your first time at Pappadeaux?" I felt like I was being treated like royalty!

It was so refreshing not to have someone drop to their knees, put their elbows on the table and give their spiel. Of course, if you are serving from behind a counter (ice cream, coffee bar), the expectation is a little different, but patrons should at least get a warm greeting and smiling eye contact.

So the Doc asks ...
How are your servers opening the interaction with your guests? How do you know? Do they realize they are starting a relationship which has significant financial implications for both the house and themselves? How do you know?

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.

With the quantity and quality of the dining choices that consumers have, stale concepts can't survive for long. 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 success depends on your ability to diversify before your concept gets stale.

Respected food consultant Phyllis Ann Marshall will be joining me for this two-and-a half day, hands-on event that will rekindle your passion for your work and reposition your restaurant for long term success.

In over 45 years in the industry, I have never heard of a program like this one! 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.

Don't Miss This!
If you register before midnight tonight, I will extend the $500 early registration scholarship. The next early registration scholarship ($250) expires on August 15. Why not save an extra $250 while you can? The true entrepreneur does not hesitate when 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.

Everyone who takes the time to share their thoughts will receive a copy of my forthcoming e-book, "Building Sales Without Selling." Unfortunately I did not have a spot to enter your address when I first put the survey up. If you were one of the first nine responders, please give me your e-mail address so I know where to send your e-book.

I will close this survey TONIGHT to allow enough time to reflect on your comments before I put together the August survey.

Please let me know what's on your mind.

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

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

I was reminded that my staff does a better job teaching people new things than I do.They are more directly affected by what a co-worker can help them with on a shift.

Case in point: one of my managers said that a new employee that was not working out very well. I asked him what we thought was great about the kid when we hired him. He is sixteen-year old, extroverted Hispanic young man who has always been the family mouthpiece.

We remembered that we were impressed by his ability to talk to adults and carry on a conversation. So we moved him to a job where he could apply those skills. In only a couple of shifts, the crew taught him how to take orders on the phone. Now he does as well as others who have been doing it for six months. -- Steven Powers, Pizza Caboose, Tigard, OR

There are three important lessons in Steve's story. The first is that by focusing on an employee's strengths rather than their weaknesses, you can often find a spot where under-achievers can really blossom and shine. Why would you NOT invest a little extra time and coaching to salvage a worker who already knows your system?

The second point has to do with trusting your staff to deliver top-notch training, particularly for people who they will have to work with. You will want to make sure that your trainers-to-be share your values and are already exemplary performers. You will also want to make sure they are willing to take on the added responsibility. I suggest a bonus for the trainer if their trainee does, in fact, become proficient at the new skill.

The third point is that the managers does not have to do it all. In fact, they should NOT be doing anything that someone else on the staff is capable of doing. Do you ever complain that you are always at work and don't have a life, that the place just doesn't run right unless they are there? If you are the only one you trust to do everything, what other result could you possibly expect?

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 ability is just one of the skills you will develop at the annual Foundations Program of the CEO Project. The 2007 program is scheduled for June 11-13. Mark your calendar. We are also offering a no-cost year-long intern program to those who sign up early ... along with the ability to lock in tuition at the 2006 level and spread the payments over ten months. Those options will go away as the months pass.

Get the story on the CEO Project.

What did YOU learn from YOUR staff today?

© 2006 Restaurant Doctor