Electronic House Call - December 14, 2007

ELECTRONIC HOUSE CALL - December 14, 2007

Well, I got my new smile installed this morning -- I'm liking it a lot -- and we head for home on Sunday. It has been a very different couple of weeks ... a chance to explore a new part of the planet, meet some interesting people from another culture and escape winter weather for just a bit.

Now the task is to dig out from the accumulated pile, wrap up the details so I can close the book on 2007 and get ready for what promises to be an amazing 2008. Then there are the standard round of holiday gatherings, our 19th wedding anniversary and our annual Old Year's Brunch.

I will keep the flow of information going through the holidays, but I will keep it brief because I know you are also going to have a lot more on your plate than usual.

I hope you are managing to make a little time for your friends and family during the holidays. In the midst of all the bustle, it is all too easy to lose sight of what the season is really all about. Please accept my very best wishes for a joyous Christmas and a Happy Hanukkah.

CLASSIC HOLIDAY IDEA #4
Chill!
You don't need me to tell you that the holidays can be stressful. There is (hopefully) lots of business at the restaurant, family duties to juggle, shopping to do ... it never seems to end. Your staff and your guests are liable to be a little bit on edge.

If your guests are uptight, it will diminish their experience of the meal -- never a good idea. If your staff is stressed, it will impact on their tips, adding one more level of stress and further driving down their mood. The picture is not pretty ... and your responsibility is to keep that picture from developing

You are the role model whether you want the job or not. Not only do you have to keep yourself upbeat but you need to be sensitive to the mental state of your staff and guests. Do whatever you need to do to keep the mood light and festive. When you lose it, the whole place loses it.

It can be difficult to maintain your sanity in the midst of chaos, but it may be the most important job you have for the next few days. It is what separates the pros from the rookies. Happy Holidays!

CLASSIC HOLIDAY IDEA #5
Pass the Appetizers
I know a good idea when I see it and restaurateur John Foley had a wonderful observation in his blog last year about making it through the holiday season. In light of my comments above, this might be just what the Doctor ordered!

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."

CLASSIC HOLIDAY IDEA #6
Be a Place of Hospitality
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.

THE PERPETUAL QUESTION
"What did you learn from your staff today?"
I learned that the staff as a whole are concerned about layoffs and the possible closing of the local Mill. So we started discussions on how to attract a new group of guests, helping them realize there are more than mill workers out there. Now it is starting to settle in with them that the rest of the county are potential guests, too. --Bill Landenberger, Penobscot, ME

If you cannot answer this question every day, you are not listening. If you are not listening, you are not learning and if you are not learning, you are dying! When was the last time you sat down one-on-one with your staff to really listen ... and learn something new?

From the answers I have received, it seems like many operators are confused by this question. They tell me what they learned ABOUT their staff ... and that is certainly better than learning nothing ... but the power of listening lies in its personal nature. The key is to put yourself in the role of student and let your crew make you aware of something that you did not know.

So this question is about what you learned FROM your staff today. Understand that what they tell you is less important than making sure they feel that you truly listened to them. If you are not deeply interested in what they have to say, it is disrespectful ... and disrespect will do more harm than good. The value for you is in the learning, but the value for them is in the quality of your listening.

Never doubt that the most important (and profitable!) skill you can develop is your ability -- and your willingness -- 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!
The Noble Experiment Continues
Since I won't have a scale while we are in Costa Rica, I won't be able to report my progress (or lack of same) until the 21st. I'll be interested to see if I can lose weight in Costa Rica without sacrificing a good time!