Restaurant Doctor Hospitality Resources
 

Half-Day & Show Programs

Bill Marvin, The Restaurant Doctor

Organizations do not just book a speaker, they make an investment in the results the speaker can help them achieve. Without lasting results, the speaker is essentially just an entertainer. The true value of a speaker, then, is measured by what is actually implemented once the meeting is over.

Over and over again, testimonials confirm the common sense and power of Bill Marvin's ideas and, more important, the insights he is able to trigger in his audiences. His programs are witty, entertaining, impactful ... and immediately applicable in the real world.

HALF-DAY MANAGEMENT PROGRAMS are 2 or 3-hour presentations. The format allows more time for exercises and interaction with the attendees than is possible in a show program. These seminars are typically conducted in two segments with a 15-minute break.

SHOW PROGRAMS are derived from the half-day sessions. The content of the longer program is distilled into a 60-90 minute show-length format that addresses the key points and still allows enough depth of discussion that attendees leave with information they understand and can use.

NOTE TO MEETING PLANNERS:
Many of these programs are based on similar principles or represent the evolution of my thinking on a particular topic over time. The program titles and the "spin" differ depending on the message or the marketing emphasis.

I bring this up because the potential is there to appear repetitious if programs with similar roots are presented too closely together. When choosing multiple programs for the same event, please discuss your choices with me first to be sure the content mix will have the proper balance.

Don't see quite what you want? Just ask. Many of the programs below were created because somebody asked, "Could you put something together on _____?"


OPERATIONS AND MARKETING PROGRAMS

How to Outwit, Outsell and Outlast the Competition
Making this your best year ever ... even in a down economy
   
How to Prosper in Tough Times
Keeping your head up in a down economy

 Standing Out From the Herd
   Five money-making programs your competitors will never think to try

 12½ Proven Ways To Build More Profitable Menus
   Putting more punch in your presentation

 How to Increase Your Cash Flow by 50% in 90 Days
   What it takes and how to make it happen

 The World Does Not Need One More Place to Eat!
   53½ ways to break the boredom and stand out from the herd

 Cooking Up Exceptional Service
   A recipe for gaining the competitive edge

 Five Great Ways to Build Sales ... and One Really Lousy One!
   Getting smarter about getting busier

 Marketing Secrets of the Soup Nazi
   How to generate more sales with less effort

 Back to the Future
   Current trends in foodservice ... and how to exploit them

 Building Top Line Sales
   Taking the shortcut to profitability

 Cutting Costs Without Cutting Your Throat
   Trimming the fat without losing the muscle

 39½ Money-Making Marketing Ideas
   How to gain volume without losing your shirt!

 Developing Word-of-Mouth
   Understanding the dynamics of guest involvement

 One-on-One Marketing
   The server as an independent business person

 Guest-Based Marketing
   How to increase volume without breaking your budget

 How to Run With the Big Dogs and Stay in the Race
   Marketing advantages of the independent operator

 Cashing In On Complaints
   Turning disappointed diners into gold

 How I Cut My Food Cost by 10% Overnight
   The compelling case for a prime vendor program

 Creating Value Through Presentation
   How to create buffets and breaks that make the cash register ring!

[top]


MANAGEMENT PROGRAMS

The HospitalityFactor
Searching for the silver bullet
   
Enlightened Leadership
How to create a following

 In Search Of The Silver Bullet
   Bridging the gap between ideas and implementation

 The Greatest Management Skill in the World
   ... and how to master it in 90 minutes

 Is There Any Other Highway Than My Way?
   How to get your results ... their way

 The Startling Secret to Memorable Service
   The simple secret that builds guest (and staff) loyalty

 Shooting Yourself in the Foot
   Ten stupid manager tricks and how to recover from them

 There's GOT to Be an Easier Way to Run a Restaurant!
   How to have a successful business ... and get your life back

 Nine Myths of Management
   What you have been taught that ain't necessarily so?

 Moving Up Without Burning Out
   Making the management transition

 Communication, Cooperation and Common Sense
   How to create cooperation, good will and the free flow of ideas

 Prospering in the Age of Service
   Understanding the human dimension of hospitality

[top]


SERVICE PROGRAMS

 Cooking Up Exceptional Service
   A recipe for gaining the competitive edge

 Why Guests Don't Come Back and What You Can Do About It
   Understanding the dynamics of guest satisfaction

 One-on-One Marketing
   The server as an independent business person

 Service is a Human Equation
   The keys to memorable customer service

 Prospering in the Age of Service
   Understanding the human dimension of hospitality

[top]


STAFFING AND HUMAN RELATIONS PROGRAMS

 Finding the Right People
   How to get the right people ... the first time!

 Retention is Better than Recruitment
   How to keep 'em once you've got 'em

[top]


ENLIGHTENED LEADERSHIP
How to create a following

The terms leader and manager are often used interchangeably but they are really very different skill sets. A common definition is that managers are concerned with doing things right and leaders are focused on doing the right things ... but perhaps an even more powerful distinction is that managers have subordinates while leaders have followers.

Successful restaurants need both managers and leaders, of course, and many people wear both hats, particularly in smaller operations. However, the more effective the leadership, the less actual management is required to get things done.

Over the years we have talked a lot about management but since leadership is the most critical -- and most elusive -- of the two roles, it deserves a discussion of its own. However, the topic also presents a few challenges. The early career development for most owners and managers revolved around activities -- things you learn how to do. The problem is that DOING is the realm of management where leadership is really more about BEING.

So if you are looking for a checklist of what you must do to be a good leader, this workshop will not give it to you ... because that is not the way leadership works. However, if you want to see what you must bring to the party -- how you must BE to be a good leader -- this program will give you an insight into how to inspire a following. Once you understand that, you will always know what to do next.

[top]


THE HOSPITALITY FACTOR
Searching for the silver bullet

Many speak of service and hospitality in the same breath, but they are actually quite different. Service is a monologue, the efficient execution of a series of actions. Service is procedural. Hospitality, on the other hand, is truly a dialogue -- an exchange of energy at some level between staff and guests, a bit of a dance. Hospitality is personal.

You can readily recognize hospitality when experienced and yet you really cannot define what it is any more than you can adequately define love for your children. You can talk about what you do for them or how they make you feel, but that isn't it.

You already know how to train people to become better at what they DO ... but how do you train them to become more effective in the way they ARE? Bill will share several insights into how you can, in fact, infuse your operation with the spirit of hospitality ... if you have the courage. You will start to understand:

 What really makes people tick
 Why hospitality cannot come from what you teach (but why what you teach is an important part of hospitality)
 How to bring out the innate hospitality in your staff
 How to recognize and hire hospitable people

If you see value in putting true hospitality back into your "hospitality business", join Bill Marvin for an eye-opening -- if politically-incorrect -- session. Nobody has ever talked to you like THIS before!

[top]


HOW TO OUTWIT, OUTSELL AND OUTLAST THE COMPETITION
Making this your best year ever

The good news is that no matter how bad the economy gets, people will still dine out. The bad news is that there will likely be fewer of them, they will do it less often and they will likely be spending less than they did in the past. With less money to spend on fewer dining-out visits, will guests continue to patronize your place? ... or will they choose the joint across the street? ... or will they pick up prepared food at the supermarket?

 How can you stand out from the herd and become the obvious best choice?
 Who is going to get what little business is still out there ... and make money from it?
 How can you outrun your competitors and be the last man standing?

There are sure to be casualties in an economic downturn -- there always are. The question is how can you avoid being one of them ... and emerge stronger than ever? The survivors will be the ones who position themselves far enough ahead of the pack to assure that the economic bear eats their competitors first. The only way to emerge victorious is to do what everyone else is NOT doing ... and do it quickly. So put on your track shoes. We have work to do!

[top]


HOW TO PROSPER IN TOUGH TIMES
Keeping your head up in a down economy 

You can count on it. Every time the economy gets strong, it is eventually going to contract. You can't do much about that ... but the impact of economic ups and downs on your business is very much up to you. In this program, Bill Marvin, The Restaurant Doctor gives his best ideas on how to prosper when times get tough -- ideas that make sense no matter what the current economic conditions. Among other things, we will discuss:

 Three things you need to be doing right away to protect your profits
 Two simple programs that can help keep your sales volume up
 Menu adjustments that will increase traffic
 How to lower your average check and increase profitability
 How to use the current economic slowdown to make you stronger
 Where to focus your marketing efforts
 What sort of marketing you should (and should not) be doing
 How to keep your sanity while you adjust to the new reality

[top]


IN SEARCH OF THE SILVER BULLET
Bridging the gap between ideas and implementation

You've been picking up "good ideas" all your professional life, but why haven't you implemented more of them? Why is it that even when you know what you need to do, you still don't do it? What will it take to bridge the gap between good intentions and implementation to finally turn your restaurant into the money machine you always imagined it would be?

The solution to these situations is THE SILVER BULLET. In this eye-opening program, The Restaurant Doctor will give you the secret and show you how to use this powerful insight to dominate your market.

[top]


STANDING OUT FROM THE HERD
Five money-making programs your competitors will never think to try

The world (and your marketplace) doesn’t need another place to eat. If you want to prosper in a highly-competitive environment, you must give your guests more than good food and friendly service. You must offer them things they can’t get anywhere else.

In this nuts-and-bolts program, The Restaurant Doctor will outline five profitable new programs that he has developed for his private consulting clients – unique ideas that are off the radar of your competitors ... low cost solutions that will endear you to your guests and secure their loyalty for life.

[top]


12½ PROVEN WAYS TO BUILD MORE PROFITABLE MENUS
Putting more punch in your presentation

Your menu is a primary sales tool ... but most could use a little sharpening. Are you really getting the most bang for your buck? Could a menu make-over put thousands of extra dollars in your pocket? Would you like to find out? Bring a copy of your current menu and follow along with the Restaurant Doctor as he shows you:

 Three common menu mistakes that may be costing you thousands of dollars each month
 How to lower your average check and actually be more profitable
 A guaranteed way to double your dessert sales immediately
 How to double your bottom line profit without materially raising prices

[top]


THE GREATEST MANAGEMENT SKILL IN THE WORLD
... and how to master it in 90 minutes

Have you always felt that you could be a more effective manager but didn't quite know how to make it happen? Have you been frustrated that your best efforts don't bring better results? Do the people around you frequently seem to be irritable or edgy? Is the relationship with your significant other showing signs of strain?

If you answered yes to any of these questions will want to spend 90 minutes with Bill Marvin, The Restaurant Doctor and get the prescription that can help return all aspects of your life to their naturally healthy state. This will be quite a different sort of program than Bill usually offers and you will not want to miss it.

Note: Seating is limited and no one else will be admitted once the room is filled. In any event, no one will be allowed into the room after this program starts ... and it will start precisely on time. You and your entire party should plan to arrive early.

[top]


IS THERE ANY OTHER HIGHWAY THAN MY WAY?
How to get your results ... their way

Do you long for the good old days when you could tell your staff to jump and they would just ask, How high? Well, get over it. Those days are long gone and will not be coming back in this lifetime. If you got your training in the "My Way or the Highway" School of Management, you are a dinosaur ... but it is not your fault. This approach never really worked -- there was just a time when we could get away with it.

The bad news is that to avoid becoming extinct, it is time to take another look at your management style. The good news is that you can still get the results you want, but you have to go about it differently. Better yet, once you understand how to play the game a new way, you can accomplish a lot more with a lot less effort. Spend an hour with Bill Marvin, The Restaurant Doctor and find out how.

[top]


THE STARTLING SECRET TO MEMORABLE SERVICE
The simple skill that builds guest (and staff) loyalty

Would you like your guests to feel well-served and anxious to return? What if your staff was more productive and stayed with you longer? If you were suddenly an expert with people -- if you always instinctively knew what to do ... and it worked -- would that help? Could you profit from transforming your organization into a service-oriented, guest-pleasing machine?

All this and more can happen ... sooner rather than later ... once you learn to appreciate a deceptively simple secret. In this eye-opening program, Bill Marvin, The Restaurant Doctor will let you in on the secret and teach you how to make it your unfair advantage in the marketplace. This will be quite a different sort of program than Bill usually offers and you will not want to miss it.

Note: Seating is limited and no one else will be admitted once the room is filled. In any event, no one will be allowed into the room after this program starts ... and it will start precisely on time. You and your entire party should plan to arrive early.

[top]


HOW TO INCREASE YOUR CASH FLOW BY 50% IN 90 DAYS
What it takes and how to make it happen

Are you tired of working harder and harder for small increases in profitability? Would you like to have more money ... and get it sooner rather than later? You may kick yourself when you see how easy it can be to put more cash in your pocket just by following the Restaurant Doctor’s simple prescription. Once you know what to do, the ball is back in your court. This program will show you:

 5 Ways to Reduce Food Cost in 90 Days
 12 Ways to Lower Beverage Cost in 90 Days
 4 Ways to Reduce Payroll Cost in 90 Days
 15 Ways to Increase Sales in 90 Days

[top]


SHOOTING YOURSELF IN THE FOOT
Ten stupid manager tricks and how to recover from them

“We have met the enemy and he is us!” So said our favorite swamp philosopher, Pogo ... and restaurant managers prove it every day. Most of the problems that they face are not inherent problems of the foodservice business, but rather predictable consequences of some of the unconscious habits they have developed. Spend an hour with the Restaurant Doctor to see if you are part of the problem ... and learn what to do if it turns out that you are! Among other things, this insightful program will show you:

 The simple secret that determines human behavior.
 How to listen so that others feel heard.
 Why it is that the less you know, the more impact you have.
 Why you should avoid solving problems.
 How rules are really made ... whether you like it or not.

[top]


THE WORLD DOES NOT NEED ONE MORE PLACE TO EAT!
53½ ways to break the boredom and stand out from the herd

Many good restaurants have failed – not because they did not have great food or friendly service – but because they could not create an identity for themselves in the market. In short, they were well-intentioned but boring ... and boring restaurants cannot compete. In this politically-incorrect session, the Restaurant Doctor will show you:

 7 factors that set the mood before guests even get in the door.
 9 ways to create a unique first impression.
 7 distinguishing features that can make your bar stand out.
 8 points of difference that create distinctive dining rooms.
 8 considerations in crafting a memorable menu.
 5 practices that can make or break your final impression.
 9 simple secrets that will lift you above the competition.

[top]


COOKING UP EXCEPTIONAL SERVICE
A recipe for gaining the competitive edge 

You have heard all the typical lectures on service before (and perhaps even given a few yourself) but admit it, your service levels still leave a lot to be desired. Why don’t they get it? ... and if they get it, why don’t they do it? If you want service to be your competitive edge in the market, you need to be in this session. Using analogies from the kitchen, The Restaurant Doctor will show you how to cook up –- and deliver -– a world class recipe for guest service. You will understand the service process from a whole new direction ... and learn how to pass these ideas along to your staff. Among other things, the program will explore:

 Menu Planning: how to get clear on what your service needs to look like
 Purchasing: how to identify service-oriented people before you hire them
 Recipe Development: how to create a service ethic and train so it "sticks"
 Quality Control: what to measure (and how) to assure consistent service
 Creativity: how to get your staff to take ownership of their service

[top]


FIVE GREAT WAYS TO BUILD SALES ... AND ONE REALLY LOUSY ONE!
Getting smarter about getting busier
 

There are really just a half dozen ways to build sales without developing additional sources of revenue. All six ways will work, but five of them are foolproof, inexpensive, work well and can be implemented quite easily ... while one is costly, risky, difficult to evaluate and only marginally effective. Guess what approach most operators take when volume starts to slip? You guessed it -- the lousy one! In this no-nonsense session, The Restaurant Doctor examines the pros and cons of all six sales-building techniques. He will share proven secrets that will help any foodservice operator put more money on the top (and bottom) line and open your eyes to the realities of growing volume in the real world. Among other things, the program will cover:

 Why the way most people try to build sales is the poorest choice of the lot
 The hidden dangers of the second most common approach and how to avoid them
 The two sales-building tricks that most people never even think of
 How your staff can drive double-digit increases ... without costing you a dime!
 A great source of new business that is off your competitors' radar

[top] This program is available on audio CD.


MARKETING SECRETS OF THE SOUP NAZI
How to generate more sales with less effort
 

When you think of marketing, do you think of how to sell the most product to the greatest number of people? Do you think the best way to build a following is to always give the guests what they want? If so, you may be working too hard and missing a golden opportunity. If this sounds counter-intuitive, you are going to love this new line of thinking from Bill Marvin, The Restaurant Doctor. Using current examples, this contrarian session will give you a totally new way to think of your business ... and some fresh insights on how to grow it. Among other things, you will learn:

 How to build sales by offering less ... and making it harder to buy!
 Three critical elements that will spell success or failure
 Guest abuse for fun and profit
 How to break the boredom and pump new life into your operation (and your staff!)

[top]


BACK TO THE FUTURE
Current trends in foodservice ... and how to exploit them
 

If you had a crystal ball that allowed you to see the future, would you use that insight to make adjustments in your operation? While nobody can guarantee the future, in the opinion of Bill Marvin, The Restaurant Doctor, the clues are all around us. Bill travels over 150,000 miles a year talking with operators all over the world and noting new ideas. This program presents his observations on what your future may look like and how to get ready for it now. He will look at the following areas:

 Trends in menus and menu offerings
 Trends in technology and how it will impact operations
 Trends in markets and where the growth is likely to be
 Trends in marketing and marketing approaches

[top]


CUTTING COSTS WITHOUT CUTTING YOUR THROAT
Trimming the fat without losing the muscle 

Cost control is a good and necessary thing. However, in their rush to stop the bleeding, many operators inadvertently cut back in the wrong places or in the wrong ways. The result can be damaged reputations, decreased sales volumes and lower profitability. In this eye-opening session, Bill Marvin, The Restaurant Doctor shares real-world examples from his years in consulting -- secrets to help you be sure that your costs are ... not the lowest, but appropriate for the operation. Specifically, the program will address the following areas:

 How to get a handle on food cost without short-changing the guests
 What numbers you need to watch (hint: food cost percentage is not one of them!)
 How I cut my food cost by 10% ... overnight!)
 How to schedule to increase service, make the staff happier and reduce payroll
 One simple adjustment that can reduce 90% of your overtime expense
 The "Dirty Dozen" essentials for beverage cost control

[top]


BUILDING TOP LINE SALES
Taking the shortcut to profitability 

Every restaurateur knows that volume can make up for a multitude of sins. Have you noticed that food and labor costs are virtual non-issues when sales are up ... and almost always a concern when sales are low? Do you sleep better at night when the cash flow is strong? Would you agree that the business is more fun when you are making more money? In this fast-paced program, Bill Marvin, The Restaurant Doctor offers some painless prescriptions -- ideas that can help you increase the top line, improve profitability and lower your stress level. Among other things, this no-nonsense session will explore:

 How to know what to sell (and how to sell it)
 How to determine price points that encourage sales
 How you can actually lower prices and increase profitability
 How to get your service staff involved in sales-building
 How to build volume without spending a penny for advertising
 How to have people talking about you . . . and saying what you want them to say
 How (and why) you should develop additional sources of revenue

[top]


THERE'S GOT TO BE AN EASIER WAY TO RUN A RESTAURANT!
How to have a successful business and get your life back 

It seems like restaurants (and most businesses, for that matter) are getting harder to run, but the problem is not "out there" somewhere, it is because the game has changed. Managers who expect to thrive into the new century will have to re-examine and re-adjust their thinking to keep pace. In this politically-incorrect session, The Restaurant Doctor will shine a light into the unconscious assumptions most managers make -- notions that hinder effectiveness, increase stress and make the game of business less fun to play.

 How to eliminate 80% of your operating problems before they even come up
 How to create a work environment where exceptional service happens naturally
 Why your guests (and staff) feel they are important to you ... and why they don't
 Why the helpful things you do may actually be creating more problems
 How you create your own stress and how to materially reduce it
 Why the best way to be competitive is not to compete

[top] This program is available on audio CD.


PROSPERING IN THE AGE OF SERVICE
Understanding the human dimension of hospitality 

It is becoming obvious that the competitive climate (and your guests' expectations) are changing. Not too long ago, it was enough to just get the job done. But the name of the game now is service and true service is a state of mind, not a checklist. In the age of service, how you do the job determines how well you will prosper. The key to success in this new era lies in improving your understanding of people and how they work together to create a climate where the guest feels well-served, the staff is happy and the needs of the company are satisfied. In an eye-opening program, The Restaurant Doctor will share some powerful insights:

 How to eliminate 80% of your operating problems before they even come up
 How to create a work environment where exceptional service happens naturally
 Why your staff and guests feel they are important to you ... or why they don't
 How behavior is always the symptom, never the real problem
 How to improve service, repeat business and staff retention ... for free!
 How to materially reduce the stress in your professional (and personal) life
 How to turn around good workers with marginal attitudes
 How to improve your overall effectiveness as a leader

[top] This program is available on audio CD.


WHY GUESTS DON'T COME BACK AND WHAT YOU CAN DO ABOUT IT
Understanding the dynamics of guest satisfaction

This stimulating program takes a humorous and insightful look at the details of foodservice operation that often spell the difference between success and failure. Here is what you can expect to learn as The Restaurant Doctor shares some thoughts from his acclaimed book, Restaurant Basics:

 Why people have a good time and why they don't!
 How to see your operation through your guest's eyes
 22 things that happen before guests are seated that guarantee a bad timel
 33 ways to destroy the evening before the server even reaches the table
 19 ways your staff can kill you without anyone (except the guest) knowing it
 8 mindless phrases that can alienate your patrons
 18 F&B boo-boos that can send your guests packing ... to the competition!
 17 maintenance errors that drive business away
 28 common practices that annoy families, teens, seniors and disabled diners
 9 traditional management policies and practices that your guests resent
 30 simple ways to make your operation more memorable to your guests

[top] This program is available on audio CD.


39½ MONEY-MAKING MARKETING IDEAS
How to gain volume without losing your shirt!

Every restaurateur wants to build sales but nobody has an unlimited advertising budget and most operators have had only limited success with increasing check averages. Fortunately there are ways to boost volume that are simpler, more effective, much less risky ... and almost free! In a fast-paced program, The Restaurant Doctor will give you 39½ painless prescriptions that can help you not only increase your gross sales but gain the enthusiastic backing of both your guests and your staff in the process! Among other things, the program will discuss:

 3 ways to increase diner frequency
 12 ways to build a personal connection between your guests and your restaurant
 8 ways to make your restaurant more user-friendly
 8 things you can do to get your guests talking about you
 8 ways you can set yourself apart from your competition
 ½ of the most powerful secret to developing repeat business

[top] This program is available on audio CD.


FINDING THE RIGHT PEOPLE
How to get the right people ... the first time! 

Guests pay for the value of the experience they receive, not just for the meal. The better the staff, the greater the value added and the more the experience is worth. In an informative session, The Restaurant Doctor will share some potent ideas from his Surefire Staff Selection System to improve your odds of getting the right people the first time:

 6 factors that can make you the best employer in town
 Where and how to recruit the people you want
 How to be sure every applicant receives a positive first impression
 A guaranteed way to get 50% of job applicants to screen themselves out
 How to separate great workers from applicants who just "give great interview"
 4 qualities of successful workers and how to identify them in 60 seconds

[top]


RETENTION IS BETTER THAN RECRUITMENT
How to keep 'em once you've got 'em

High turnover is more than just an expensive nuisance; it has a negative effect on every aspect of your operation: its reputation, its service and its bottom line. In an eye-opening program, The Restaurant Doctor will share some simple insights into the underlying causes of why people perform poorly and walk out as well as what might cause the very same people to be loyal, contributing members of your team. Based on material from his book, From Turnover to Teamwork, this common sense session will explore:

 Why turnover is never the real problem, only a symptom of the problem
 The factors that cause good workers to leave ... or to stay and perform poorly
 Common foodservice inequities and how to eliminate them
 How to create and maintain rapport between staff and management
 A simple format for performance review that works for everyone
 A constructive, supportive approach to staff discipline
 15 hints that can help improve the feeling of teamwork in your organization

[top] This program is available on audio CD.


DEVELOPING WORD-OF-MOUTH
Understanding the dynamics of guest involvement

Positive word-of-mouth is the best advertising, but there is no word-of-mouth without something to talk about! Not only can you manage this valuable sales tool but you can even control what people are saying about you! Spend a few hours with The Restaurant Doctor and you will start to understand:

 How to generate (and control) positive word-of-mouth advertising
 How to get patrons talking about you (and saying what you want them to say!)
 How to use word-of-mouth to increase sales significantly at virtually no cost
 Why guests will (or will not) believe what you tell them
 How the fastest way to build volume is often by not trying to increase sales

[top]


CASHING IN ON COMPLAINTS
Turning disappointed diners into gold

Nobody likes to get complaints, but if you know how to mine it, there's gold in those gripes! Statistically, 14% of dissatisfied guests don't return because their complaints have not been properly handled. Unless your seats are full 100% of the time, spend an hour with The Restaurant Doctor and discover what you can do to keep from losing this business. Better yet, learn how you can actually use complaining guests to build your business. Among other things, you will start to understand:

 How to regain the loyalty and support of a disappointed diner
 How much a disgruntled party really costs you
 6 things you should NEVER do when responding to a complaint letter
 How to become an expert at dealing with people, even your most difficult patrons
 A simple formula that will regain lost loyalty 93% of the time
 How a common well-intentioned mistake in handling complaints actually makes matters worse
 5 things you should NEVER do when dealing with an irate guest
 How to handle a complaint that may have potential legal liability

[top] This program is available on audio CD.


NINE MYTHS OF MANAGEMENT
What you have been taught ain't necessarily so? 

Doing more of what you have been doing will get you less of what you already have! Businesses are getting harder to run because the typical understanding of management is flawed. The game has changed. Managers who expect to thrive into the new century will have to re-examine and re-adjust their thinking to keep pace. In this politically-incorrect session, The Restaurant Doctor will shine a light into the unconscious assumptions most managers make -- notions that hinder effectiveness, increase stress and make the game of business less fun to play. After all, if what you are doing was going to work ... it would already be working!

 The myth of control
 The myth of motivation
 The myth of problem-solving
 The myth of goal-setting
 The myth of lists
 The myth of success & failure
 The myth of stress
 The myth of authority
 The myth of competition

[top]


SERVICE IS A HUMAN EQUATION
The keys to memorable customer service 

Foodservice is a "people business" and those with the best understanding of people will come out ahead every time. This common sense program offers some valuable insights that can help both staff and managers have more fun on the job, provide a higher level of service, be more confident and relaxed when dealing with the public and be more effective at generating sales. Nobody has ever talked to you like this about service!

 Why your customers feel that they are important ... and why they don't!
 Innocent mistakes that may be costing sales on every shift
 The personal quality that causes customers to feel well-served
 How to increase effectiveness and stay out of "the weeds"
 How much a disgruntled patron really costs
 How to become an expert at dealing with people, even the most difficult patrons
 The powerful secret of effective communication

[top]


ONE-ON-ONE MARKETING
The server as an independent business person
 

Servers are essentially independent business people with a small four or five table restaurant to run (or whatever the size of their station). The better they run their small restaurant, the more money they can make ... for themselves and for the restaurant. This unconventional program by The Restaurant Doctor will help the service staff to better understand the concept of independent business and what they can do to make their small operation more successful and profitable! In this no-nonsense presentation, they will start to understand for themselves:

The role of personal connection in creating guest loyalty
 The key factors that contribute to achieving personal connection
 Simple techniques that can cause guests to return more frequently
 The difference between service and hospitality and the appropriate place for each
 How to educate guests as to why they dine with you
 How to be sure your guests will say wonderful things about you to their friends
 Foolproof ways to increase sales and improve service -- without having to "sell"

[top] This program is available on audio CD.


MOVING UP WITHOUT BURNING OUT
Making the management transition 

A common problem for newly-promoted managers is how to successfully make the transition from being "one of the guys" to effectively supervising their former peers. All too often, the change in position becomes so difficult and traumatic that the new supervisor simply leaves the company. In this real-life program, The Restaurant Doctor will share some simple ideas that help anyone become more effective at leading others without losing respect and support. Among other topics, this revealing session will cover:

 The essential differences between management and staff mentalities
 How to gain the cooperation and backing of others without becoming a doormat
 The ten "do's and don't" all successful managers must learn
 How to measure success and effectiveness in a management mode
 How to handle things when you feel overwhelmed or over your head
 Two ways to be the most effective and well-regarded manager in the place!

[top]


GUEST-BASED MARKETING
How to increase volume without breaking your budget 

Every restaurateur wants to build sales but nobody has an unlimited advertising budget and most operators have had only limited success with more traditional sales-building approaches. Fortunately, there is way to boost volume that is simpler, more effective and much less risky than anything you have ever tried before. Based on extensive, real-world experience gathered from a wide variety of foodservice operations, Bill Marvin, The Restaurant Doctor has evolved Guest-Based Marketing, a painless prescription that will help you not only increase your gross sales but gain the enthusiastic backing of both your guests and your staff in the process! Among other things, the program will help you understand:

 Why your staff fights selling techniques and how to get them on your side
 Low-cost (or no-cost) enhancements that can set you apart from the competition
 How to generate (and control) positive word-of-mouth advertising
 A 5-step process to build sales without trying to raise the check average
 A risk-free way to build sales that your staff (and your guests) will love!
 How to get patrons talking about you (and saying what you want them to say!)
 A simple habit that can increase repeat patronage (and tips) significantly

[top] This program is available on audio CD.


RUN WITH THE BIG DOGS AND STAY IN THE RACE
The marketing advantages of the independent operator 

The foodservice market is growing ... and so is the number of restaurants competing for the dining dollar. The race is on and you are running with the big dogs. There will certainly be winners and losers in this contest, but the little guy doesn't always have to throw in the towel. Good independent operators can take on the chains and beat them at their own game ... provided they know how to play! In a candid house call from The Restaurant Doctor, you will learn the rules of engagement in this battle for market share and better understand the factors that will determine who grows and who goes. Among other things, you will explore:

 6 factors that make chain operations such a force in the market
 5 common differences between a typical independent and a chain restaurant
 8 inherent vulnerabilities of even the strongest chains
 6 untouchable market advantages independents may not even know they have
 How a serious independent can compete successfully in the new marketplace

[top] This program is available on audio CD.


COMMUNICATION, COOPERATION AND COMMON SENSE
How to create cooperation, good will and the free flow of ideas 

Can we talk? ... and if we do, will we actually communicate? Can you imagine staff meetings so enjoyable and productive that people leave more energized than when they arrived? It can happen. It has to happen. As the pace of business speeds up, the need for a smooth flow of information to and from all levels of the organization is increasing exponentially. In this program you will not get a new set of techniques. The Restaurant Doctor will help you gain a completely fresh understanding of the communication process itself!

 How to create a climate where effective communication happens naturally
 Establishing rapport - the lubricant of communication
 A workable structure for reaching a meeting of the minds
 How to hold truly productive staff meetings
 How to be an effective listener ... by knowing what to listen for
 The simple secret of holding another person's attention
 The most common barriers to good communication and how to eliminate them
 How to recognize when people can hear you ... and when they can't!

[top]


HOW I CUT MY FOOD COST BY 10% OVERNIGHT
The compelling case for a prime vendor program 

Food purchases are a major expenditure in any foodservice operation but the ways that you were taught to control food cost may actually be costing you money! In this no-nonsense program, The Restaurant Doctor will share his experiences with an unconventional approach to cost control that is so easy to administer and so very effective that it is almost embarrassing when compared to endless days of calling vendors for their "best prices." When you understand what contributes to the cost of the food you buy, you will see the common sense of exploring a prime vendor relationship for your restaurant. Among other things, you will learn:

 What factors determine the price that a vendor will charge you for products
 What both parties have to gain (and lose) from a prime vendor relationship
 A step-by-step process to set up a prime vendor program for your operation

[top] This program is available on audio CD.


CREATING VALUE THROUGH PRESENTATION
How to create buffets and breaks that make the cash register ring! 

Food presentation for buffets and catering is a visual art. The value of the event to the client is often determined more by the impact of the presentation than by the cost of the menu. In this hands-on demonstration assisted by members of the audience, The Restaurant Doctor will share potent ways to present coffee breaks, snacks and buffets using inexpensive, readily obtainable materials to "knock their socks off!" It is based on the catering program he implemented for the United States Olympic Committee. Among other topics, this lively presentation will cover:

 How to increase the value of your events by as much as 500% ... for about $20!
 How to beat "buffet boredom" for your guests
 How to use "live food" to increase impact, reduce cost and increase profitability
 How to create legendary buffets ... and never rent another chafing dish!

[top]