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Profit News |
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Points of
Profit News-the newsletter that 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 real and lasting profits and help
develop your managers into leaders. |
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Welcome to all our new subscribers. Thanks for
joining us in our restaurant and foodservice adventure.
We've added a "Send This
Newsletter to a Friend" feature because of
your requests. Thanks for passing on industry news
and information to your friends and associates.
A special holiday season thank
you to all our subscribers. I sincerely look forward to
writing this newsletter each month because it gives me an
opportunity to feel as if I am talking directly to each of
you. I treat our relationship as special and I genuinely
respect it. Thanks for your feedback over the last year
and thank you for allowing me to come into your operation each
month. All the best for a great holiday
season. |
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Thought of the Month
We were out delivering Thanksgiving baskets as part of our
Leadership Cares outreach program last month and I spent most of
time behind the wheel of one of those large (and scary to drive)
rental trucks. One of our volunteers was a young man that has worked
with us over the last four years--a college student that goes
to Virginia Tech named Michael McCarthy. We were making
our last stop and I said that we would have to send him some kind of
gift certificate to thank him for all his help during the two
day effort. He turns to me and says "Mr. Yudd, you don't have
to give me anything---I do this because I want to". It was one of
those moments that you live for--we have been working hard to
develop caring leaders and his words really hit me. Those 92
boxes on that last delivery all of a sudden got a lot lighter.
Thanks
Mike! |
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On the Front Lines of Service
Last month we gave you four quick tips on
effective coaching. This month---several thoughts on the role
that modeling plays in teaching service excellence:
- Associates will work to emulate
the behavior of their boss. This is where the "do as I do"
factor comes into play. If you want to enhance the level of
service in your operation realize that what you model will be,
more than likely, exactly what your staff will do.
- Identify--key service
concepts---like greeting, tableside interactions, check backs
etc. ----spend time with the leaders in the various
departments or work areas reminding them of the fact
that they are being observed by their staffs. Then
review exactly what you want modeled as part of how the guest
should be served. We have found in our work that
often it is this simple reminder of making people aware
that they are being watched that helps them remember the
importance of modeling proper behavior.
- Create mentors at all levels-this is a
way to take modeling to all levels--not just the leadership
level. You know who your best people are throughout
the operation---make them mentors for all new associates
and remind them of the importance of modeling and living the
concepts of service
excellence.
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Building Leadership Skills
This month we'll focus on the second of Five
Keys to Successful Mentoring. Check last month's issue for a review
of Key Number One.
Click on www.ronyudd.com/popn021015.htm to
review all Five of the Keys to Successful Mentoring.
Key Number
Two: Mentors are masters at focusing the energy
of those they are helping. They keep their mentee on
task. There are several ways effective mentors get this
done:
- They remind the mentee of their
original goals. This gentle reminder keeps the mentee focused on
what they originally set out to accomplish or learn.
- They start each session with a
quick review of what the mentee committed to accomplish after the
last meeting or session.
- They link all the mini-goals and
"things to do" items back to the original goals set early on
in the relationship. This helps the mentee see that all their
efforts are linked to accomplishing the big goal.
- They also remind the mentee--that
mentoring is about "guiding not doing." The real results will be
based on the work of the mentee not the
mentor.
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Profitability Plus
Thanks for your response to last month's---Six Steps for
Increasing Sales. Review all six steps at www.ronyudd.com/resources.shtml
and click on November 2002.
We received a lot of questions about how to
turn managers into detectives. In building relationships and
thus building sales it's about listening and then reacting to the
Needs, Wants and Desires of the customer. Managers should be
taught to ask questions and mentally tape record the answers for
follow up. At your next managers meeting have the
team identify five important questions to ask the guest. Build
their answers into part of your expectations when a manager or
associate is working the floor or interacting with a guest at
anytime.
Here's what we said last month on the
first step to increasing sales:
1. Turn Your Managers Into
Detectives-Unit mangers must be constantly investigating
the needs, wants and desires of their guests. This means talking to
guests tableside, in the lobby, on the sidewalk and everywhere else
the guest goes! Listening skills first and then follow up skills
must be applied as part of this step. There is pure magic
when a guest sees that something they suggested to a manager becomes
reality on the next menu or is featured as a special.
Special Reminder About Building
Sales-----Keep in mind that the Five C's of Customer
Service must first be firmly in place (for a review of the Five
C's click www.ronyudd.com/pop020730.htm) and it goes without saying that your food and service
must be significantly unique and separated by excellence from your
competition before you can begin to think about building additional
sales. |
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Discover The
Secrets to Reaching Real Success |
| Reach your personal and professional goals. Check out
our popular way to stay on course for building personal and
professional success. Click on www.ronyudd.com/1on1.php to
explore our one-on one success coaching program for executives and
managers. We have three levels of personal coaching services
available. |
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| Leadership Cares |
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Leadership
Cares Final Numbers---This Thanksgiving, Leadership
Cares provided food to over 1600 people (326
families) in the Washington D.C. area. Many of our deliveries
were in the neighborhoods that were directly affected by the
sniper situation that occurred in October. Our program has
grown from 16 families in 1998 to 326 this year. We appreciate
all the efforts and help we received from people inside and outside
our industry. Please see the press release listing those that
participated and supported the effort at www.leadershipcares.org.
We would sincerely appreciate the industry's help in locating
and securing an assembly and distribution facility in
the D.C. area for this growing program. We've
outgrown our previous facilities and next Thanksgiving will be
here before you know it.
Literacy Cares Award of
Excellence-In October we held our special
event honoring volunteer literacy tutors in the Washington D.C.
area. Thanks to all of those that helped to plan and execute
the event. See the press release on this event at www.leadershipcares.org.
It's Never Too
Late to Mark Your Calendar (Especially for Golfers)-The Leadership Cares Golf Classic is scheduled to be
held on August 4th, 2003 at Bretton Woods Country Club in Germantown
MD. Visit our site at
www.leadershipcares.org
for details and sign up instructions. This is the main
fundraiser for our three outreach programs so we hope you can join
us. Hello--food industry friends--this is great exposure for
your business! |
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| Take Home
Idea of the Month |
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Make This Month---The Month of
Acknowledgement
Spend time this month and
especially the upcoming holiday weeks---observing your staff,
both back and front of the house. Make a note to yourself each time
you observe one of your team members going above and beyond. At each
line up tell everyone specifically what you observed and
how much you appreciate it. Start a tradition
of giving your employees exactly what our guests have
always wanted----simple acknowledgement!
One more take home idea as a reminder----let us know what you
are doing on our mentoring challenge. 2002 was the year of
mentoring a young person on your staff with the goal of sharing your
wisdom and experience. You know we are going to extend the year of
mentoring to include 2003! Remember young people are not our
future---we are their future. |
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Web Site of the Month
This month’s web site suggestions include www.cooksrecipes.com. At
the bottom of their home page click on Articles, Charts and
Tips. You'll spend a week exploring this section. Two sites to visit
to get free subscriptions to industry publications: The first www.subscribe.penton.com/fm/
for Food Management Magazine and the second is www.foodarts.com/freeoffer for
Food Arts Magazine. You'll have to fill out a long form for
both--but these are first class publications--it's worth the
investment of
time. Enjoy! |
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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. |
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Points of Profit News is an online means of sharing
information of interest to the restaurant and hospitality community.
You are encouraged to send questions, make observations and share
items of interest. E-mail your ideas, thoughts and contributions
along with your name, address and phone number to: ron@ronyudd.com |
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Ron Yudd is a recognized expert on developing profit
strategies and customer service solutions. Ron provides his clients
with the tools for their success. He accomplishes this through
keynotes, seminars, workshops, facilitation, consulting and personal
coaching. His keynotes and seminars- Leadership Legacy, Leadership
for the Bottom Line, No One Escapes Customer Service and Mentoring
Today for Leaders Tomorrow have helped business operators focus in
on building leadership skills, improve customer service and enhance
the profitability of their operations. He combines a motivating
style with practical “take home” ideas. You can reach him at www.ronyudd.com or email him at ron@ronyudd.com. His office number
is 301-540-5791. |
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