ELECTRONIC HOUSE CALL - August 18, 2006

When Margene and I were in Louisville earlier this week, we had dinner with some old friends at one of the city's newest restaurants, a project of a highly respected New York restaurateur. Our experience was, to say the least, mixed.

For that reason I will not mention the name of the place, but since I was experimenting with the slick little Sony T5 camera that I will be giving to everyone who attends the Super Summit, I can illustrate our experience with a few photos rather than just words.

THE GOOD
We were really impressed with the food and the presentation. The menu theme was American with a Tuscan twist, a fusion that they pulled off rather well. The open kitchen added energy to the room when the place filled up. The appetizers were interesting and at least one of the desserts was so unusually delicious as to require a repeat visit, at least under normal circumstances.

I also liked the carafe service on the wine. The glassware was oversized and interesting. Being able to pour a refill from the carafe gave the feeling that you were receiving more than you would have if they just brought it all in the glass.

The restrooms warrant a full page all their own ... but that story will have to wait for a future issue.

THE BAD
The restaurant had that upscale trendy look about it with clean lines and amazing artwork on the walls. Unfortunately, that WOW sort of first impression faded quickly when we actually came in contact with the restaurant staff.

When we arrived the greeter was slouched on her stool with her back to the door reading a book and seemed put out when our arrival interrupted her reading. It sounds cruel to say, but my impression was that apparently the look they were going for on the door was poor white trailer trash! This girl was not well dressed and carried herself poorly.

A second greeter arrived, dressed a little better than the first girl, but the two of them seemed more interested in their own social agenda than in being there for the guests. At one point we counted five staff members leaning on the greeter desk as the dining room was filling.

The dress code seems to be "Whatever" with most of the service staff opting for scruffy jeans with frayed hems and nondescript tops. Plentiful tattoos were also big, particularly with the women. I could see it at a rock concert, but it was incongruous in an upscale restaurant setting. Even the young man who seemed to be the manager was in jeans and a ratty sport coat with his shirt out. Perhaps that is the style these days, but it did not look at all professional.

There seemed to be no direction in the dining room. We had one principle waitress who was pleasant enough but there was no evidence of any structure to the service other than the previously mentioned "Whatever." Several other strange staff members dropped by the table from time to time but we never did figure out what their function was.

THE UGLY
Although I think we need to do better in a professional setting, I can live with the low cut style of womens' pants in the dining room ... as long as the pants are all you see. One waitress seemed to like leaning over the counter talking with the cooks and she did it half a dozen times while we were there.

Unfortunately, when she did, this was the view that the rest of the dining room got to look at. Another half inch lower and she could moonlight as a plumber!

The bottom line of all this? (no pun intended!) We asked our friends if they would return. They said "No" if it was just the two of them ... "Maybe" if they had out of town friends, but likely only for a drink or a dessert.

IT’S A SONY!
Be One Of the First 25 to Register For the Super Summit and Receive a SonyT5 Camera!

I will give a digital camera to the first 25 people who register for the Super Summit -- my gift for taking fast action. This is not a drawing, it is an outright thank-you to every person who registers.

This is not some off-brand piece of junk. I am talking about a SonyT5, a subcompact full-featured 5-megapixel camera, smaller than a deck of cards and simple enough to effortlessly produce high quality photos. Go to http://www.imaging-resource.com/PRODS/T5/T5A.HTM to see the reviews.

I just got one for myself first to check it out in the real world and I can tell you that it is sweet! The suggested retail price of this little gem is $350 ... and one of them is all yours if you are one of the first 25 to sign up for Super Summit 2006.

You may already have a digital camera, but I bet it won't fit comfortably into your pocket. Look, you can always give this one away as a present or make it a prize in a sales contest ... but once you see what it will do, I doubt you will ever want to let it go! I sure don't.

Use your new camera in Charleston, then keep it in your purse or slip it into your shirt pocket so you will never miss another photo opportunity. Use it to capture money-making ideas in your travels, record special occasions for your guests or catch those priceless spontaneous moments with your family. You will never again have to say, "Oh, I wish I had a camera right now."

Is this a shameless bribe to get you to register for the Super Summit? Of course ... but it relates to the needs of the program ... and it's a really first class bribe! ... one that you can certainly use profitably for years!

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, go to http://www.SuperSummit.net.

Don't Miss This!
The $100 early registration scholarship expires on August 31. Why not save an extra $100 while you can?

STAFF MEALS SURVEY
As long as you have employees, you will have to feed them. The issue of how to do that and at what price is an on-going topic of concern, so this month we are looking at best practices for staff meals.

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.

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

Add your thoughts to the monthly survey.

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

Monday: Brittany went to a Jimmy Buffet concert on Saturday and is now a big fan. Tuesday: I learned from Jeff's son Michael just how close he is to his grandpa now that Hospice had him. Sad to say he passed away early Wednesday morning. Wednesday: Justin, a cook of mine is now a big fan of our in-house, slow roasted beef sandwiches after having one at the County Fair for $6.00 with half the beef! -- Phil Bacino, John's Pizzeria, Munster, IN

Do you get a sense that Phil is relating to his crew as real people with real lives? What do you think the impact of that is on staff loyalty? How many of you could come up with some new realization from your crew every day? ... and if not, why not?

The way you treat your people is the way they will treat your guests. When you listen, they listen ... but you have to go first.

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 at http://www.effortless.org.

What did YOU learn from YOUR staff today?

© 2006 Restaurant Doctor