ELECTRONIC HOUSE CALL - December 15, 2006

Since everybody will be otherwise occupied this month, I will try to keep the EHC a bit shorter so you can scan it quickly and get back to work.

The weather has been just plain nasty around here with the power going on and off. As I write this we are bracing for the worst wind storm in years. After a few days of torrential rain, that usually means trees blowing over and taking out the power lines. I just hope I can get this done and sent before the whole town blacks out yet again. (*see note below)

I did manage to pick up a new car for myself today. After ten years of driving the old one, I just felt that I deserved some new wheels! It is surprising how much psychology is wrapped up in choosing a ride. Even though I have given up a perfectly good carthat I owned free and clear and now can look forward to endless lease payments, it feels very good at the moment.

Now if no trees blow over onto the garage tonight, all will be well ...

*PS: We just lost power again so I am going to call it quits and send whatever I have via my laptop and cell phone. It is slow, but it works. The show must go on ... even in the dark! (That said, I just discovered that I can't send this out via my cell phone, so despite my best efforts I am stuck until the power comes on again -- if it does -- Friday.) PPS: The power finally came on around 5pm on Sunday. The Internet connection was re-activated a few hours later. So I hope you think this was worth waiting for!

PASS THE APPETIZERS
I know a good idea when I see it and restaurateur John Foley had a wonderful observation in his blog yesterday about making it through the holiday season.

He noted that while this can be a more-festive-than-usual time for your guests, your staff's frazzle meters are on high. He suggested that a great way to take the stress out of any evening is to have staff members pass appetizers to guests in the dining room and the bar.

He wrote: Think about it. Everyone perks up at a party when the appetizers are passed. It's a sign of socialization. So this season, when you are making the chicken roulades with apricot horseradish stuffing for Judy Corson's gathering, make extra for your dining room. When Sharon Carisch ordered the crostini with poached salmon, create something similar for your customers. Have your waiters walk through the dining room offering the delightful bites to anyone who desires.

It's a tremendous way to increase hospitality, to show appreciation for your patron's support and to take the stress out of the evening for the staff. Perform the gesture nightly from now until the New Year. The rewards will be greater than the cost. You'll put the staff in a more festive mood, and the tips will reflect the small gift and increased service. And that would be a joyous holiday treat.

To which I can only add, "Amen."

ALONG THAT LINE ...
When Margene and I had dinner at the legendary Herb Farm Restaurant for our anniversary a few years back, we were greeted at the door -- not by some 19-year old bimbette with pierced eyebrows, but by a smiling gentlemen in a crisp white shirt who offered us a cup of hot spiced cider while we waited for the dinner to begin.

I could go on for days about the experience of the Herb Farm, but for now let me just urge you to adapt this idea, at least during the holidays. It is cheap, unexpected and very hospitable.

A TIGER BY THE TAIL
I thought my Best Free Offer Ever would be well-received, but I was not prepared for what has been happening. I have had requests for over 200 packages so far and I am struggling to keep up. The material for another 1000 should be in sometime next week and that will finally give me some breathing room, but until those arrive and I can get them boxed up, please be patient if I am a little slower than average at getting your material out to you.

If you have not already taken advantage of this amazing deal ($724.61 worth of my best material for just the shipping cost), you'd better take a look and grab it before I come to my senses. You really can't lose!

Turns out it was a good thing to have canceled the Italy trip. I can't imagine what it would have been like to have all this happening while I was on the other side of the pond!

Take me up on the Best Free Offer Ever.

SUPER SUMMIT 2007
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 2007 will provide you with specific skills, ideas and plans to make your operation more competitive and allow you to appeal to newer, larger markets.

The Super Summit will be held on February 27-March 1 in Charleston, SC. Space is limited and the next early registration scholarship expires on January 14th, so now is the time to check it out.

Find out more about the Super Summit.

THE DECEMBER SURVEY
Nobody will have time to spend filling out surveys this month, so let's take December off! In January we will collect the best sales-building ideas you have ever seen!

In the meantime, 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?

If you can't answer this question every day, you are not listening. If you are not listening, you are not learning. If you are not learning, you are going to end up as road-kill on the road to prosperity!

Never doubt that the most critical -- and perhaps profitable -- management skill you can develop is your ability to truly listen.

So what did YOU learn from YOUR staff today?

I will continue to collect your answers to this important question ... and you can add comments as often as you want. Contribute your insights for the common good (and your own as well!)

© 2006 Restaurant Doctor