ELECTRONIC HOUSE CALL - March 2, 2007

I am enjoying a few days on Cape Cod before heading to New York for my 12th straight appearance at the NY Restaurant Show. I particularly enjoyed totally surprising my sister by suddenly appearing in her kitchen last night! Today was her 60th birthday and I couldn't let it pass without me. Remember how as a child your birthday seemed to take forever to arrive? Now I can't believe how quickly they show up!

WE HAVE MET THE ENEMY ...
You have the precisely the staff you deserve!

A common theme on all my various teleconferences last week was the sad quality of available workers and the difficulties people were having finding people with a good work ethic.

Of course. They are trying to fill shifts from walk-ins and those who respond to classified ads. OK as far as it goes, but the good people are already working! They are not walking the streets looking for work. You have to find out who they are, where they are, and make them an offer they can't refuse!

I mean, it's your business -- you can't abdicate the staffing responsibility any more than you can accept ineffective advertising or substandard food and service.

What's that? You say the problem is that your current staff just doesn't have the right stuff? I have a few questions, then:

* Who hired these people?
* Who was responsible for training these people?
* Who turned them loose on your guests?
* Who keeps the poor performers on the schedule?

DUH! That's right ... YOU are the common denominator in all this!

As soon as YOU decide to get serious, to make the extra effort, to not buy into any excuses (including your own) and to ask questions of anyone you can if you don't know what to do -- in short to take responsibility for every aspect of your business and not accept ANY reasons not to have it the way you want it -- THEN things will start to change.

What I can assure you of is that there are enough good people "out there" to fill your staffing needs. The only question is whether you have the dedication, passion perserverance and courage to go out there and do whatever it takes to get them on your team!

THE DOC’S BOOKSHELF
The Simple Truth For Your Business

Right now there are a number of excellent business books on the market applying important lessons from the hospitality industry to the needs of business in general. Among them is this must-read book from Alex Brennan-Martin, owner of Brennan’s of Houston and Commander's Palace in Las Vegas, both highly-acclaimed restaurants.

I promise that once you read it, you will be buying copies for all your managers and engaging in some VERY pointed discussions. You will be much the better for it, so just get the book and get started.

It is called “The Simple Truth For Your Business: Why Focused and Steady Beats Business at the Speed of Light.” Check it out at Amazon.com.

WHAT WORKERS WANT
This bit of wisdom from Alex Brennan-Martin, owner of Brennan's of Houston, in The Simple Truth:
Here is what I have found that people want at work:

* They want to know what is expected of them and how they will be rewarded for meeting those expectations.
* They want management to do what management says and stop talking about what management is going to do.
* They want to know the role they play in the company's success and that their contribution is vital and appreciated.
* They want to be given the opportunity to get ahead and they want to know how they are progressing on a regular basis.
* They want to be told the truth and have access to relevant information that affects their job and/or their lives.
* Perhaps most of all, they want to know that management cares.

In our restaurants, we call this list the Employees' Bill of Rights.

THE MARCH SURVEY
We will soon have legislation in the US that raises the minimum wage significantly. The exact amount is not yet known, but will likely be at least $2 per hour higher than the current rate within the next few years. Since the hospitality industry is typically a point of first entry into the workforce, it has more minimum wage workers than most.

This month we look at the likely impact of a major increase in the minimum wage and how operators are going to deal with it. As usual I will send a compilation of the responses to all who participate. I look forward to your comments and ideas.

As usual I will send a compilation of the responses to all who participate. In the meantime, 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?

Bill ... are there some particularly good questions you would recommend for the "what did you learn from your staff today" sessions/interviews ... some that would prove to be insightful w/o prying? -- Frank Gregorich, W. Des Moines, IA.

To learn from your staff, you must ask questions and be intensely interested ... not only in the answers, but in discovering what they really mean by those answers. I still think the best questions are the ones that occur to you in the moment, but it never hurts to have a few that you can fall back on if your brain seizes up.

In addition to the ones I mentioned last week, here are a few that Alex suggests in the book:

* Do you feel you are being controlled at work?
* Is this a happy place to work?
* Do you feel you are learning at work?
* Do you feel you have an opportunity to grow?
* Are you proud to tell your friends where you work?
* What's the toughest part about getting to work?
* Do you have any close friends at work?

He suggests several other questions that go more deeply to the heart of the staff member's place in the organization but their impact would be lost on you until you have read the material in the book.

Suffice it to say that there is always more to learn from (and about) your crew members. The really great managers are always looking for the next insight their staff has to offer. Good luck ... and be sure to let me know how it goes.

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?

© 2007 Restaurant Doctor