ELECTRONIC HOUSE CALL - September 8, 2006
Can it possibly be September ... and can we be a third of the way through the month already? Wasn't it just May a few days ago?
I am always shocked at how quickly time seems to pass for me these days. Perhaps it is a symptom of getting older (gasp!) Certainly I can remember as a child that it seemed to take forever for birthdays to arrive. I suspect that young children probably still calculate their ages in quarters of a year.
No matter whether time seems to pass slowly or in a blur for you, there is no denying that when it comes to planning, sooner is always better than later. With the hectic holiday season coming up quickly, you should already have your fall strategies in place and ready to execute.
What have you done TODAY to be ready for TOMORROW? Have you worked out your plans for the holidays and started to market them? What about your programs to compensate for the drop in volume most operators feel in January and February?
It's time to get on top of that stuff, folks. If not now, when?
Note: I will be in Atlantic City next week for the Northeast Pizza Expo so expect slight delays in my response time.
TEST YOUR ETIQUETTE
Do you know how to properly set a dinner table? Here is a little quiz to test your knowledge. The letters show where items are placed. Which item goes with which letter? You may know ... but how many of your staff could get it right? Just for fun, see how you do.
* White wine
* Service plate
* Bread plate w/butter knife
* Red wine
* Water glass
* Salad fork
* Soup bowl on plate
* Service knife
* Fish knife
* Fish fork
* Dinner fork
* Soup spoon
* Dessert spoon and cake fork
* Napkin (serviette)
WAITER RANT
There are strange and wonderous blogs on the Internet. One that I recently discovered is called Waiter Rant ... an interesting insight into the world of the 21st Century server. The responses he receives to his postings are interesting too.
It may have been awhile since you actually carried a tray for a living, so it doesn't hurt to check in to a site like this every once in awhile for a reality check. Better yet, spend some real time talking with (and trying to learn from) your staff.
Just as the real world is not always pretty, the comments on some of these blogs can be quite graphic. I will pre-warn you that if you are easily offended, it is probably best to stay away from Waiter Rant ... and probably best not to read the rest of this piece ... because here is a posting from last weekend that gave me a smile.
Here are the top ten quotes from the lovely customers I had the pleasure of serving this Labor Day Weekend.
* “I want Diet Coke in my Absolut. Not a Diet Coke and Absolute.”
* “I want a Cosmo. Not a lot of fruity stuff! And don’t be cheap with the vodka!”
* “This Apple Strudel’s not what my mother used to make. I don’t want it! Send it back!”
* “This salad looks like a circumcision.” (It was a cured beef Carpaccio, actually)
* “Give him a nice tip. He didn’t f**k up our order.”
* “Excuse us waiter, we’re talking about lubrication.”
* “Our waitress has too much hair.”
* “My gift certificate expired two years ago. Can I still use it?”
* “I don’t think the waitress understood our order. Those people usually don’t speak English well.” (Waitress is Latina)
* “This food’s so good I’d stick my d**k in it.”
You can't make this stuff up!
A Note From the Doc:
Any time you deal with the public you are going to run into some pretty off-the-wall comments. The trick is all in how you handle them, if they even need to be handled at all. The more prepared your staff is, the less likely it is that these events will throw them off balance.
Take another look at your staff training and see if you are giving your crew the information and skills to deal with these sorts of situations gracefully.
THE SEPTEMBER SURVEY
The results of the August survey on staff meals has been sent to all 107 contributing operators. There were a few bounce-backs, though, so please contact me if you did not receive your copy.
This month we are looking at how people are planning to maintain their sales in the face of what appears to be another economic slowdown.
The trade press is full of reports from the chains on how sales have slipped and how they are trying to fight back. Gas prices are high, the situation in Iraq continues to deteriorate and instilling a constant state of fear seems to be a government strategy (but don't get me started!)
Some pundits even predict another period of recession. With mid-term elections in the US just two months away, expect the spin to be that things were never better ... but better for who?
The best defense is always a good offense. Nobody ever moved ahead of the herd by sticking their head in the sand so I am interested to know what you are seeing in your business and what, if anything, you are doing about it.
You can download copies of all past EHC surveys, including the massive WOW Ideas collection.
Add your thoughts to the September survey.
THE PERPETUAL QUESTION
What did you learn from your staff today?
I learned that asking my store manager for her input on problems instead of solving them for her and acknowledging her stress in dealing with them has turned her frown upside down. She is actually smiling at me again! -- Ann Reichle, Angelina's Pizza, Olmstead Falls, OH
Since I didn't receive any contributions from the rest of you, I will continue with Ann Reichle's regular notes on the progress of her own journey.
Ann was in my School of Leadership group at the Pizza Insight SuperConference in June. I ask those attendees to send me their insights weekly. Ann is one of the few that actually does ... and not coincidently, she is also the one who has seen some of the most dramatic turn-arounds in the attitudes of her staff.
Ann has also seen major turn-arounds in her own attitude toward the business as well. Instead of automatically taking on the role of problem-solver, she is learning that her real job is to help her staff find their own solutions. It is a respectful way to deal with the crew and they appreciate it.
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