Electronic House Call - July 6, 2007

ELECTRONIC HOUSE CALL - June 29, 2007

The next week is going to be strange. Independence Day in the US is on Wednesday, but it is only a one-day holiday. I won't quite be a holiday week and it's not entirely a work week. Some people will be taking time off before the holiday, some will add days afterward, but most people are likely not to be in much of a business mode. That could make it a good week for restaurants and a bad week to try to get much serious business done.

That may be just as well. I am off the road now until I leave for the Foundation Program on the 15th so if the phones are quiet, I may have enough time to finish straightening out the office!

The biggest problem is just sorting through the accumulated clutter to find out what I have and decide if is should stay or go. The piles will return soon enough but perhaps with the arrival of badly-needed admin support, I can keep the decks reasonably clear. We shall see.

FREEDOM IS ...
A Few Thoughts on Life and Liberty
This week, we in the US celebrate our independence. This country is a noble experiment in what can be accomplished when people are given the freedom to speak their minds, choose their own paths and rise or fall based on their own talent and effort. I hope we never lose sight of what made this country great and vigorously defend our right to the liberties that so many gave their lives to secure for this and future generations.

FREEDOM IS ...
"Freedom is always and exclusively freedom for the one who thinks differently." -- Rosa Luxemburg (1870-1919)

"The condition upon which God hath given liberty to man is eternal vigilance." -- John Philpot Curran (1750-1817)

"Freedom to learn is the first necessity of guaranteeing that man himself shall be self-reliant enough to be free." -- Franklin D. Roosevelt (1882-1945)

"Freedom is not the same as security. Be wary of giving up your freedom in the name of safety. It is far safer to be totally free in an insecure world than to be totally secure in an unfree one." -- Bill Marvin (1944- )

SWEAT THE SMALL STUFF
The Devil Is In The Details
Ten years ago, the late Richard Carlson wrote a best-selling book entitled, Don't Sweat the Small Stuff -- and it's all small stuff. (Note: Richard was profoundly impacted by Sydney Banks, who I introduced you to last week.) He had it right when it comes to how you live your life ... but in restaurant operations he only got half of it.

It's still all small stuff, but to stand out from the herd, you MUST sweat the little things ... particularly the ones your competitors ignore.

Let me talk about one that most of you can relate to: french fries.

When you present a plate of food to your guests, what's the first thing they usually reach for? That's right, they pick up a french fry and stick it in their mouths. That first bite will set the tone (and their attitude) about the meal. If the fries are cool or soggy from sitting too long under a heat lamp or in a basket over the fryer, you have just blown your first impression!

Get serious about your fries. They should be perfectly cooked, of course -- crispy and golden brown -- but it is equally as important that they go directly from the fryer to the plate and immediately into the dining room so when guests take that first bite, the fry is still hot and crispy.

To make sure that happens, savvy operators like Shorty Small's have added temperature guns to their expo stations. Fries cannot leave the kitchen unless they are at least 165 degrees, assuring that the first impression is a WOW! Does that take more work? Of course it does. Do the work!

French fries may also be the source of your biggest food cost woes. Many operations spend more money buying french fries than center-of-the-plate protein. I can't tell you how many consulting clients had costed their recipes based on serving a four ounce portion of french fries ... and virtually without exception, the kitchen staff was putting 10-12 ounces on the plate!

If it turned out that you were giving away half a pound of french fries with every order, it wouldn't take long to dig a serious financial hole for yourself. Portion control is tedious work, but it is an essential obsession for the serious business person. If you want to be profitable, do the work!

THE JUNE SURVEY
Technology has opened new possibilities for operators at all levels. POS systems, once considered an expensive indulgence, are now common. The Internet, cell phones, wi-fi, digital cameras ... all have (or can be) adapted to make restaurants more responsive to guests and easier to manage ... or do they?

This month we look at how operators are using technology in the interests of improving operations, service and profitability ... and how satisfied they are with it.

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 collections.

Add your thoughts to the monthly survey.

CREATING THE EFFORTLESS ORGANIZATION
CEO Foundation Program

"Sometimes one genuine insight is worth all your previous experiences in life."
-- Sydney Banks

For months I have shared the comments of past attendees of the Foundation Program. If you have not heard from the source -- Sydney Banks -- it is worth a few minutes. Click here to to view a short video clip.

In this video clip, Syd talks about the principles that we will introduce you to at the Foundation Program. You will also hear from several people who have experienced major shifts as a result of experiencing what awaits you in Granville, Ohio (just outside Columbus) on July 16-18.

Last weekend I made a special offer to my paid subscribers -- one I never thought I would make. If you are still on the fence about the Foundation Program, this may be enough to convince you to juggle your plans and join us in Granville, Ohio on July 16-18.

I cannot begin to tell you how powerful this program is and how it can suddenly cause your life to get very, very easy. If you never attend another program in your life, attend this one. It WILL change your life, both personally and professionally ... and I promise you will thank me.

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

My Executive Chef and I went to the NRA show in Chicago. We were sitting in the hotel bar Saturday I think, and he had been doing the reading and listening to the CDs for the [Foundation Program]. He looked at me and said, "That stuff [you did] in New Orleans is working. I can't tell you exactly what it is, but you are different and it's a good different."

I know I am different now, Things are just more clear and I realize I do not have to have all the answers, I just have realize a good answer when I hear one. -- Paul Thornton, Pauli's and Vinotini, Huntsville, AL

My perpetual question is really a lot deeper -- and a lot more important -- than it may sound. Like Paul, if you attend this year's Foundation Program you will discover why improving your listening skills may be the most valuable management talent they can develop. You may see that in a moment of personal insight ... and you may not get it at all. It all depends on how serious you are about finding out what you and your company are really capable of becoming.

What did you learn from your staff today? The most effective managers I know can give a fresh answer to this question every day -- no problem. If you do not have a response readily at hand, what does that say about the quality of your listening?

Never doubt that the most important (and profitable!) skill you can develop is your ability to truly listen.

What did you learn from YOUR staff today?

I will continue to collect your answers to this important question until they put me in the ground. Just click on the link above and contribute your insights for the common good ... and your own as well!