ELECTRONIC HOUSE CALL - September 1, 2006

Well, we have officially obliterated another summer. Is it just me or was it just May a few days ago? So now we have a long weekend, get the kids re-settled in school and get down to the business of the business again.

It is the Labor Day weekend in the US, a day designated many years ago to celebrate the contributions of laborers. These days it is mostly the last warm weather party weekend of the year, but that doesn't mean that you wouldn't pick up some points by acknowledging the contributions of your staff.

The surveys all say that the number one thing people want is appreciation for the work they do. Are they getting it? It’s free, you know.

PAY ATTENTION
Steve Speck wrote: "As a corporate restaurant manager, I find myself always trying to find ways to ease the training overload. Today, I asked a service trainer the following question: "What one thing can we do to get servers to want to attend more training classes?" Amazingly enough the reply was that the servers all feel that they are being talked down to by the training supervisor.

She went on to ask, what would happen if she talked down to the guests? My reaction is that we are not making the classes a place that people want to be. What's your gut feeling?"

I replied: This sounds like a classic case of asking the right questions ... and listening to the answers -- congratulations. If the trainees' perception is that they are being talked down to, then they are right, no matter how the training supervisor protests.

Before you can proceed, you need to ask a lot more questions? ("Do you feel that the material is relevant but just being presented poorly?" "How could we do this so that it would work for you?" and so on.) The less you "know" the more you will learn. When the next step is obvious, just take it. You will be amazed at how easy things can get.

LABOR DAY BLOW-OUT
This is the weekend that I clear out my overstocked and discontinued items ... and offer a few deals from my friends.

WOW Street Journal
My colleague, marketing guru Joel Cohen has offered over $100 off on his amazing WOW Street Journal which he bills as "The Last Restaurant Marketing Manual You Will Ever Need" and it is, in fact, filled with great business-building ideas. Check it out.

The Great CD Clearance
Now that my duplicating company can print full color labels directly on the disks, I have decided to update the graphics on all my CDs. The content will stay the same but the packaging will be much more attractive.

The only problem with this plan is that I still have a few CDs with the old two-color labels. Being impatient, I want to clear all the old stock out quickly and start fresh, so it all must go. These are live recordings of my most popular seminars. They normally sell for $12.95 each ... but until Thursday, September 7th, you can buy them at a nicely reduced price.

Clearing the Bookshelf
I also have odd copies of several interesting industry books that are left over from various promotions and gifts to my Gold Group subscribers. I will be adding them to the list over the next day or two so check back frequently ... but understand that when they are gone, there will be no more.

Sure-Fire Staff Selection
I am also planning to upgrade the graphics on my Sure-Fire Staff Selection System. There are a few of the old sets around so I might as well add them to the pile. Those should be on the list by noon PDT.

Odds & Ends
I have a couple of video sets of my staff training program, several hundred buttons ("No Unhappy Guests" and "Of Course We Can!") that I am phasing out. Look for those to be One way or the other, this Labor Day Clearance will end on Thursday, so act now while there is still a decent selection available ... and check back frequently to see what else I have found in a dusty corner.

Check out the Clearance Items.

THE SEPTEMBER SURVEY
I'm taking the weekend off ... and you should too! I will have the September survey up and running by the next issue. I will provide a compilation of the August survey responses to everyone who contributed. If you submitted your ideas and don't receive the summary by Monday, drop me a line.

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?

Apparently, not much. The mailbox has been disturbingly empty this week. Either everyone is on vacation or you are not speaking ... or not listening. Surely you can do better than that.

Members of my leadership group from the Pizza SuperConference send me their insights weekly ... and you would be amazed to see how that repeated learning process has eliminated many previously troublesome situations for them. Try it. You'll like it ... and so will your staff.

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