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Profit News |
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Points of
Profit News-Promotes service excellence,
leadership building and enhanced profits in the restaurant and
hospitality industry. This monthly resource provides quick tips,
tools and solutions you can use right away to instill a passion for
service in your business, build lasting profits and develop your managers into leaders. |
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Thought of the Month
This Month's Thought
of the Month: Managers and Company Without a Clue
Any of you that read this space each issue know that I really try
and stay positive---but sometimes I just get so frustrated and
embarrassed for our industry that I have to allow myself to once in
awhile--just plain old---"go off"!
Here's the
scene: On the road a few weeks ago and I'm sitting in a
restaurant. Next to me are three young women seated at a table for
five. All looked to be in their mid-twenties. They seemed to
be waiting for two other guests to join them. The server comes over
and takes their drink order and asks for IDs. It appears that one of
the young women has an out of state driver's license. The
"manager" comes over to the table and refuses to serve the
person. He sites some local/state law about not having to accept out
of state IDs. It wasn't the crazy law that was upsetting but it was
the way in which this guy spoke down to these young woman who didn't
appear to be trying to fake anyone out. He was unbelievably rude,
condescending and dismissive towards these young guests. He gave
them a "take it or leave it" wave of the hand as he
walked away from the table. What really sent me up the wall was how
he changed his tune when the other two guests arrived (an older
couple). When they asked to see the manager they were spoken to
quite differently than were the three young women! Of course-they
asked for the GM and guess what---the GM wasn't working that night.
The party of five stood up and walked out of the place-probably to
tell their story to about a billion potential guests. As I choked on
my tower of onion rings I wondered how companies can let people like
this loose on the floor without a GM or any other trained manager
near-by. Thanks for allowing me to go off a little and I hope most
of our readers will use this a teachable moment!
Quick Clicks:
Article on
Marketing in Tough Times: All 10 may not fit your
situation but most of these are perfect for all of us: http://www.keithmonaghan.com/2008/10/13/10-ideas-for-free-marketing-in-tough-times/
Check Out
Our Article: On Building Profits at: http://www.ronyudd.com/building_restuarant_profits.htm
Is it time for a 200
Points of Profit Analysis in your
operation?
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The "Creating Excellence" Audio CD and Workbook
For details, testimonials
and how to order click on: Creating Excellence Audio CD and Workbook
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Learn the secrets of how
to create a framework for excellence.
Discover why great companies are always "under construction"
and always working hard to compete against themselves. Learn why
it's so critical to "walk the path" your guest takes. This 75
minute audio CD and 40 page companion workbook are packed with
ideas to immediately implement in your business or
organization. You will learn the 3 things every guest wants
and the 12 tools every leader needs to create and build
excellence.
The "Creating Excellence" program is also
available as a leader lead seminar customized for your team!
Click: Request for Service Form and tell us how we
can serve you and your
team!
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On the Front Lines of Service
This Month's On
the Front Lines of Service: Top 3 Things
Your Servers Should Do During Tough Times-Of course, they
should always be doing these things--but it may be a great time for
a reminder of this simple service philosophy--"Take care of
the guests you have and you won't have to hunt down new ones".
Servers should be reminded that their number of shifts and level of
gratuities are directly related to the number on times a guest will
come back to your restaurant!
Three
Things They Should Do All the Time:
- Get
to the guest quickly. Even in passing-let the guest know they'll
be right over-This is Comfort Creator #1.
- Check
back and then check back on their check back-Don't go too crazy
of course-but guests love attention-(you'll know when too much
is too much).
- Don't
let the guest escape without asking them to come back and ask
for you on their next visit. Let your staff promise their guests
something when they come back (RFR-"reward for
returning") Example: 1/2 price apps or 1/2 price dessert on
their next visit.
Service
Quote of the Month: "The genuine and caring server
is the server with the full station"
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Building Leadership Skills
This month on Leadership: A brief
discussion about how Leaders Create Other
Leaders: Great leaders focus on developing and nurturing
other potential leaders. This one thing alone could help us overcome
the succession problems we face in our industry and businesses
today. Effective leaders (big picture leaders) are keenly aware of
the importance of what they leave behind as they move up the
ladder--they realize that they will only be successful if they leave
a strong team behind them to carry on.
Five things to
help you develop other leaders:
- Remind yourself everyday that
everyone that works for you has potential---your job is to help
bring it to life.
- Remind your people about what's
important--Tell them what's most important for the operation's
success.
- Teach them more through your
example than your words.
- Remind them that they need to
mentor those coming up behind them.
- Never let them forget the
importance of the mentoring cycle for their growth and the
growth of the company!
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Points of Profit
This Month's Point of Profit:
Nickels and Dimes Make Dollars-Now's
the time that we're all searching for nickels and dimes to prop up
our P+Ls. Several areas to take a hard look in this climate include
the following:
- Rental or
Service Agreements that may be coming up for
renewal-Examples: carpet cleaning, duct cleaning etc.--Don't
86-just negotiate a better deal this time around.
- Employee
Scheduling: Think hours rather than shifts. Think
prime time rather that full time.
- Cross
Training Potential: Pay more dollars for less-An
employee with multiple skills is an MVP when it come to the
bottom line. Think less number of employees-but paying a higher
wage for multiple skills. This will also keep your best people
working!
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Reach the Next Level of Success-Go for It!
One-on-One
Business Coaching
Click on One-on-One Business
Coaching to explore our customized one-on-one coaching program
for owners, managers and executives. Whether you need guidance on
just-in-time operational goals for your business, personal career
goals or want to genuinely succeed at reaching your personal goals
this program is for you. We have two levels of coaching services
available to fit your schedule and your budget!
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| LeadershipCares |
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| Take Home
Idea of the Month |
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Personal Success-Career Building Tips
Our Seven
Tips for Career Building Success-Here's
the sixth of seven tips to consider:
Tip
Six: Speak-Present-Teach-Contribute-For
some people this often seems to be a big scary roadblock---but,
here again, this is another ticket for fast career building
results. Adopt a high school class, connect with a local
college professor, call up a local service organization and
deliver a short talk or mini-presentation on what you do, or what
opportunities may be available in your field. You never know how
you may influence someone's future--while at the same time helping
market yourself! Need
all Seven Career Building Tips: Email us: ron@ronyudd.com
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Web Site of the Month
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Points of Profit Leadership, Inc. |
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Points of Profit
Leadership Inc. is the one stop shop for resources and tools for
enhancing customer service levels, increasing profitability and
developing leadership within your
operation. |
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Ron Yudd is
a recognized expert on developing profit strategies and guest service solutions. Ron provides his clients with the tools for their
success. He accomplishes this through personal coaching, seminars, workshops,
keynotes, facilitation and consulting. His workshops and
seminars- Leadership Legacy, Leadership for the Bottom Line, No One
Escapes Service and Mentoring Today for Leaders Tomorrow
have helped business operators focus in on building leadership
skills, improve guest service and enhance the profitability of
their operations. He combines a motivating style with practical
“take home” ideas. You can reach him at http://www.ronyudd.com/ or via
email at ron@ronyudd.com. His
office number is 301-540-5791. |
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