Issue 14

Welcome back to Points of Profit News. I hope you have had a profitable month since our last visit. Remember last month’s reminder---Success comes to those that have laser beam focus, perseverance and believe they will succeed. This month’s idea on success is to keep in mind that it really is a process—something done in a step-by-step fashion. Enjoy these steps along the way and never forget to always keep going.

We received several calls on last month’s tip on service—keeping a journal on roadblocks. Just walking the process or system of service, no matter what type of business you have, helps you identify the "roadblocks" that hinder customer service. Often these roadblocks are created by us as managers to help control the business. Identify roadblocks in your operation that can be quickly broken down without much of a hassle. Sometimes these roadblocks can be as simple as having enough iced tea spoons in service for a busy weekend shift or having a policy where the wait staff can solve problems for the guest on their own.

Teach your staff, at all levels, to identify their own roadblocks to service. There are things that they do, jobs that they perform, day in and day out that we may not see but may be slowing down or hindering their ability to provide timely and efficient service. Have a contest and reward the associate that identifies the most roadblocks. Follow up with a second contest that rewards those that actually become "roadblock busters". These are the associates that work with you to break down service roadblocks.

Don’t forget last month’s foundation for "cooking" with the Three C’s of Leadership--Communication, coaching and cheerleading. As promised—this issue begins our exploration of the 12 ingredients of the successful leader. The suggestion here is to use these as themes for your weekly or monthly meetings with your young managers and supervisors. Teach one skill per session and then have each individual take it back to their work group.

The first ingredient is Vision. Leaders have to have a personal and professional vision that they communicate through the way they act, interact and lead their team. A vision is a mental picture of what you want your business and your legacy to be like. Once you have a clear picture or vision it becomes a matter of communicating that vision to your team so everyone operates from the same page. Is your vision to run an incredibly clean and safe restaurant where guests come to enjoy interacting with you and your staff? This is just a starting point------what does this picture look like in your mind? Then take the next step of promoting that "picture" to your team.

Start with your specs---the more specific you can be with product specification the better consumer you will be and as a bonus your vendors will have a very clear understanding of your exact needs.

This month’s idea is using community involvement as a marketing tool. Customers appreciate the fact that you and your business are personally and directly involved in helping the community in some way. Their appreciation usually shows up in their loyalty to your business. Involvement is not just writing a check to your favorite local charity—although that is a great way to start. Involvement really begins when you identify your particular skill or your staff’s skills that could be utilized to help overcome a problem or relieve a particular need. The process is simple—what skills do you bring to the community and how can they use your skills to improve things for people. Is it your business skill, your leadership talents, your cooking skills? You know what you have to give. Simply position this with the service that you regularly provide to your customers and you have created a win—win situation. Your business prospers and the community also reaps the benefit of your gifts and talents.

_________________________________________________________________________________________________

Todd—thanks for the link and keep up the great work!

Points of Profit Leadership Inc. helps companies develop their managers into leaders. We are a "one stop shop" for resources and tools for enhancing customer service levels, increasing profitability and developing leadership within your operation.

Issue 14

Welcome back to Points of Profit News. I hope you have had a profitable month since our last visit. Remember last month’s reminder---Success comes to those that have laser beam focus, perseverance and believe they will succeed. This month’s idea on success is to keep in mind that it really is a process—something done in a step-by-step fashion. Enjoy these steps along the way and never forget to always keep going.

We received several calls on last month’s tip on service—keeping a journal on roadblocks. Just walking the process or system of service, no matter what type of business you have, helps you identify the "roadblocks" that hinder customer service. Often these roadblocks are created by us as managers to help control the business. Identify roadblocks in your operation that can be quickly broken down without much of a hassle. Sometimes these roadblocks can be as simple as having enough iced tea spoons in service for a busy weekend shift or having a policy where the wait staff can solve problems for the guest on their own.

Teach your staff, at all levels, to identify their own roadblocks to service. There are things that they do, jobs that they perform, day in and day out that we may not see but may be slowing down or hindering their ability to provide timely and efficient service. Have a contest and reward the associate that identifies the most roadblocks. Follow up with a second contest that rewards those that actually become "roadblock busters". These are the associates that work with you to break down service roadblocks.

Don’t forget last month’s foundation for "cooking" with the Three C’s of Leadership--Communication, coaching and cheerleading. As promised—this issue begins our exploration of the 12 ingredients of the successful leader. The suggestion here is to use these as themes for your weekly or monthly meetings with your young managers and supervisors. Teach one skill per session and then have each individual take it back to their work group.

The first ingredient is Vision. Leaders have to have a personal and professional vision that they communicate through the way they act, interact and lead their team. A vision is a mental picture of what you want your business and your legacy to be like. Once you have a clear picture or vision it becomes a matter of communicating that vision to your team so everyone operates from the same page. Is your vision to run an incredibly clean and safe restaurant where guests come to enjoy interacting with you and your staff? This is just a starting point------what does this picture look like in your mind? Then take the next step of promoting that "picture" to your team.

Start with your specs---the more specific you can be with product specification the better consumer you will be and as a bonus your vendors will have a very clear understanding of your exact needs.

This month’s idea is using community involvement as a marketing tool. Customers appreciate the fact that you and your business are personally and directly involved in helping the community in some way. Their appreciation usually shows up in their loyalty to your business. Involvement is not just writing a check to your favorite local charity—although that is a great way to start. Involvement really begins when you identify your particular skill or your staff’s skills that could be utilized to help overcome a problem or relieve a particular need. The process is simple—what skills do you bring to the community and how can they use your skills to improve things for people. Is it your business skill, your leadership talents, your cooking skills? You know what you have to give. Simply position this with the service that you regularly provide to your customers and you have created a win—win situation. Your business prospers and the community also reaps the benefit of your gifts and talents.

_________________________________________________________________________________________________

Todd—thanks for the link and keep up the great work!

Points of Profit Leadership Inc. helps companies develop their managers into leaders. We are a "one stop shop" for resources and tools for enhancing customer service levels, increasing profitability and developing leadership within your operation.