ELECTRONIC HOUSE CALL - July 27, 2007

It is hard to believe that it is almost August already. There are only a couple of weeks left before the tone shifts and the back to school routine sets in. This could be a good excuse for an "End of Summer Bash."

What? You say there isn't time to put something like that together and get the word out? If you had a great database of your guests that included their e-mail addresses, you could do it in a matter of minutes!

In case you missed it, this is a not-so-subtle reminder that your database may ultimately be the most valuable asset you have. Get busy!

If you don't know where to start or are thinking that building a database will be too much work, help is on the way. I am putting the finishing touches on a Special Report about how to easily build and maintain a guest database. It will soon be available on my website but Gold Group members will receive a gift copy as soon as it is ready.

(Note: You can test drive a Gold Group subscription for 90 days at no charge -- and get a pile of other valuable resources -- just by taking me up on my Best Free Offer Ever.)

PS: Simply stated, you MUST see Michael Moore's new movie, Sicko. Whether or not you agree with his personal politics should not be an issue in your decision -- this is not a political film. but it is, in my opinion, the best thing he has ever done.

All of us are affected by our health care system and I think you will be as surprised as I was about the gap between the coverage we think we have and what the rest of the world enjoys. You will laugh ... a lot, you will choke up and, I suspect, you may even get angry. Just do yourself (and your family) a favor -- see this film and draw your own conclusions.

TALKING TO GROUPS
When addressing a group of people, remember that you cannot talk to the whole group at once. When you try to speak to everyone, you end up disconnecting from everyone. You will give the impression of being scattered and lose everyone's attention.

You can really only talk to one person at a time. Make eye contact (or attempt to) with one person at the table and speak directly to them. When you complete your thought, shift your gaze to another person and complete another thought or make another point. Continue in this manner until you have said what you came to say. If you make eye contact with each diner, however briefly, they will feel more personally served.

It's that simple. Make sure your servers understand that if they are always speaking TO someone, it will keep the whole group engaged. If they speak to a spot somewhere over their heads, however, they will lose them all ... and probably a good percentage of their tip as well.

This is also a good tip for YOU to remember before you go into your next staff meeting!

THE COACH MAKES THE DIFFERENCE
Words of Wisdom from Don Smith
One of my long-time mentors is Don Smith, former football coach, former professor and perpetual hospitality industry leader. He has always taught that the coach makes the difference.

Since the Perpetual Question this month deals with this subject, here are some of his ideas on coaches and coaching that are worth considering:

"Great coaches are first noticed by their uncanny ability to produce championship teams. However, to be called 'coach,' a leader must be measured by more than balance sheets, battles won or lifetime win-loss records.

"Great coaches have one more gift. They change the lives of those they touch. I suggest that great coaches can be measured by the number of success stories they leave in their wake. For once they give their players a taste of sweet success, they will have more.

"They leave behind a legacy of winning which becomes a lifetime habit. The players ultimately become champions of the coach's values, beliefs and passions for the rest of their lives."

A Note From The Doc:
When you start to see yourself as a coach, the job changes. The way you measure personal success shifts away from the number of problems you have identified and solved and moves in the direction of tracking the number of wins your staff is enjoying.

NEW SURVEY NEXT WEEK
Over the past several weeks I have asked you to share 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.

My thanks to all who took the time to tell me what's on your mind. I will review your comments this week and incorporate your interests into the surveys for the rest of the year.

In the meantime, you can download copies of all past EHC surveys -- including the massive WOW Ideas collections.

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

I learned that even the most stubborn staff member will do what you ask without arguing as long as you ask them nicely and compliment them on the good work they have done. Its all about mutual respect. -- Lisa Langton, JustEatLocal, Boise, ID

There are essentially two ways you can approach your staff: either as a coach or a cop.

Cops look for problems. ("Find things that are wrong and fix them!") They see their staff essentially as crooks who have to be kept under control at all times. A cop believes that you can compel your staff to deliver quality service and that you can motivate them effectively with fear.

On the other hand, coaches look for strengths. Coaches see what talent they have to work with and devise a game plan to win with the skills available on the team. They build from strength. ("That was great. Now let's work on the next step.") Lisa has obviously figured this part out.

Coaches treat their players with respect because they realize that the talent resides in the players. If the players do not develop to their full potential, the team will never reach its full potential.

Coaches also know that motivation is found internally not externally. The best coaches build people up rather than tear them down. Like farmers, coaches realize that contented cows may not necessarily give more milk, but they don't kick the bucket over as often and are a lot easier to live with!

Two things will help you improve your coaching skills. First, ask good questions. Great coaches ask insightful, probing questions that cause their players to think. Second, improve your listening skills. Start listening for the purpose of learning something new. You will be surprised at what will happen.

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!

LIGHTEN UP!
A Noble Experiment
Finally, a personal note. Like many people, I am in a constant struggle with my weight. As I get older, I find that it is far easier to add pounds than to lose them. I am also starting to suspect that weight may be the cause -- and perhaps the cure -- for some of my current medical conditions. It certainly can't help.

The situation is complicated by extensive travel, constant restaurant "research" and a love of good wine! Still, I know what I need to do ... I just have trouble bringing myself to do it on a regular basis. This insight leads me to embark on a noble experiment.

I figure there are about 50 pounds between where I am and where I would like to be ... and I am determined to bridge that gap. Each week I will report my progress at the end of the EHC. We all work better when there is someone or something to hold us accountable and I think that "going public" with such a personal project will effectively hold my feet to the fire. It would certainly be embarrassing if it turned out that I couldn't follow my own advice!

If you are interested in how it's going for me, scroll down to the bottom of the EHC each week and check out my progress. If you could care less, don't!

© 2007 Restaurant Doctor