Electronic House Call - July 13, 2007

ELECTRONIC HOUSE CALL - July 13, 2007

Happy Friday the 13th! It gives you a perfect excuse for a sales promotion. Did you take advantage of it?

The coming week is the annual CEO Project sessions in Granville, Ohio. This is always a very special event where I suspect I learn far more than I pass along. And a fortunate group of independent operators are about to discover how to change their lives ... and businesses ... in ways they didn't even suspect were possible. I love that part of it.

So my response to e-mails, phone calls and online orders will necessarily be somewhat delayed for the next few days. But the world will continue to turn, all inquiries will eventually be handled and life will go on.

WHEN IS YOUR SUMMER STAFF LEAVING?
Words of Wisdom from John Foley
Among my regular required reading is John Foley's Restaurant Blog. His insights usually get me thinking in some interesting directions, some of which find their way into the EHC. But when he nails it, as he often does, there is nothing more I can add.

With that in mind, here is one of John's recent posts that is most worthy of your consideration:

It's hard to believe that summer is almost over. I know by the rules of the calendar it only began a few weeks ago. But in restaurant time it is going to peak in another week or two, Gilbert, Sally, Anne, and Jason will be adding up their tips and reviewing the schedule, almost hourly.

Are there a lot of travel brochures about Europe in the kitchen and wait stations? It may be the middle of July, but to a returning student, summer is coming to an end. Soon you will be looking for replacements for those waiters that only seemed to have hit their stride a few weeks ago. It is the season of restaurant rotation.

What should you do? The answers are easier than they seem.

1. During one of your regular pre-shift meetings address the subject of back to school. It's better if you bring up the topic rather than waiting for someone to leave without adequate notice.

2. Ask any of your summer temps if they have friends or family that would be interested in becoming a waiter for the reminder of the summer.

3. Begin placing ads in your local paper or online for a full time waiter. Do not search for a part time waiter in July. You will never find one who is qualified.

4. Is there a bus boy who can move up the ladder and become a server?

5. Do any of the bussers have friends or family that could fill the position?

6. Consider rearranging the dining room sections so servers on the can handle more tables.

7. Is anyone in need of extra hours? There is that possibility that some summer temps are saving for an education and just not working for vacation money.

8. Can a schedule be worked out so that a floor supervisor goes back on the floor a few nights a week?

9. Inquire if the summer staff plans on returning to work during school breaks, holidays or next summer? If they are, you can use their future employment as a negotiating tool.

10. Let everyone know that you need to know well in advance when they are returning to school. Send out a form that list schedules and questions. In the long run it may seem like a lot of work but planning for a replacement team, and training them will make the transition easier for yourself, your staff and your customers.

MAKING A NOISE IN THE MARKET
Good Acoustics Are A Sound Investment
I was in a restaurant earlier this week where the acoustics were so harsh that the folks in my party could not even hear each other across the table. The only solution was to speak more loudly ... which raised the general noise level in the room ... which meant that everyone had to speak a little louder ... and the problem escalated. The food was good, the service adequate but the overall experience was not one that I would want to repeat.

Granted, a certain noisy busy-ness can be an appropriate part of some dining concepts, but in general, I believe that guests should be able to converse easily without shouting. At the least, pleasant acoustics can give you an advantage over more noisy competitors.

The graying of the Baby Boom generation will put more and more seniors in your seats in the coming years ... and older diners are usually more sensitive to (and put off by) high noise levels. Some restaurant critics are even taking noise level readings during their visits and including the dining room decibel figure in their reviews.

In short, you had best pay some attention to the noise level in your place. If it is too high, take corrective action before you alienate any more diners. None of us operate in a market big enough that we can afford to let ANYONE get away!

THE JULY SURVEY
We are halfway through the year -- time to check in and see what's on your mind. I know that time is tight this month, so let's use the July survey as a way to pause and take stock of where we are and where you want to go.

This month I am interested in knowing your finest accomplishments so far this year, your biggest concerns for the rest of the year and the issues you would like to see addressed in future surveys. I will close this survey on July 27th so I can take your comments into consideration when crafting the August survey.

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.

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

I learned that a 50% off agreement we have with a business across the street is being abused. I also learned that we need to tighten up our employee meal policy and post a list of neighbors that can receive a discount. -- Kyle Agha, Cobalt, Winston Salem, NC

Over time, you may come to understand that my perpetual question is a lot deeper than it may sound. You may come to understand that improving your listening skills may be the most valuable management talent you can develop ... and you may not. It all depends on how serious you are about finding out what you and your company are really capable of becoming.

In this case, Kyle's ability to listen brought him some important information much faster than he might have otherwise learned it ... so he can take corrective action sooner.

When you master the art of listening -- really listening -- you will find that it will quiet your mind and suddenly you become aware of exciting new possibilities.

Learning to listen to your staff -- and being intensely interested in what you hear -- will deepen the respect you have for each other. That will show up in the form of increased productivity, lower turnover, a more positive working climate and fewer on-the-job "emergencies."

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!