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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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Thank you for using our "Send This Newsletter to a
Friend" feature. We've heard from several trainers and
general managers about passing this newsletter on to their teams.
We appreciate the new readers. Welcome aboard! Thanks for joining
us on our restaurant and foodservice adventure.
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Thought of the Month
Last week my youngest daughter Jacqueline an aspiring sous
chef working in New England was home for a visit. We decided
to make stocks and took a trip to the local butcher shop in
search of hidden treasure that would enhance our culinary adventure.
We ran into a young man behind the counter and asked if he had any
veal bones and chicken necks. His eyes grew wide and he lit up with
a big smile. He knew exactly what we were up to. We spent the next
half hour comparing notes and swapping stories on real flavors. This
young man kept going back into the freezer and coming out with some
other treasure that he thought would give us the flavors we were
after. We talked about roasting veal bones, the flavor in chicken feet,
skimming techniques and the joy of demi glace. Customers in the shop
kept looking over at the three of us and wondering how people could
get all excited over chicken gizzards. The experience reminded me
about the people in our business who are passionate about what they
do. This young man was very proud of his profession and was
energized to be sharing his passion. Oh and by the way because of
all that passion both the stocks turned out
great! |
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On the Front Lines of Service
One of the keys to service excellence is
building a front of the house team that is on the same page and
works together to deliver an enjoyable and memorable dining
experience. Easy to say--but how do we consistently deliver on this
at the unit level? Here's a couple of "take homes" to
try:
- The Concept of "One
Station"-The house--both back and front--is seen and
treated as one station. The entire staff is held accountable for
the experience of the guest-whether they are at the front desk,
in the lobby, or at the bus stand everyone understands that
they're responsible for lending any assistance that ensures the
guest will be taken care of.
- The Leader's Focus Will Be the Staff's
Focus-If the leader is "crazy for details" and goes out of their
way to deliver service excellence--the staff will naturally follow and emulate.
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Building Leadership Skills
This month we'll focus on the fifth key of the Five
Keys to Successful Mentoring.
Click on www.ronyudd.com/popn021015.htm to
review all Five of the Keys to Successful Mentoring.
Key Number Five: Mentors project
confidence in themselves and build it in others. Here are a couple
of ways effective mentors get this
done:
- Effective mentors make sure that
they themselves have mastered the fundamentals of their job.
This provides a natural confidence when they begin to teach and
guide others.
- Effective mentors build confidence in
others by reminding their mentee about how far they have come or
how much they have improved. When we remind others of their
progress they gain the confidence to keep going.
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Profitability Plus
This month we'll take a close look at the fourth of the Six
Steps to Increasing Sales. Review all six steps at www.ronyudd.com/resources.shtml
and click on November 2002.
Increasing
Sales-Step #4-Make Your Guest A Partner-Include them in unit
level activities (no, not taking the weekly inventory in the
freezer or counting the banks out at closing) When you are working
on new menus, rolling out a new wine list or creating new
appetizers think about including your guests as part of the roll
out or tasting. Look for other ways for your guests to directly
participate. Think neighborhood--community--and relationships. The
guest should be looked at as a partner in our success. When the
guest is happy and genuinely feels like they are a part of your
business they'll promote you as if they were working on your
"special" marketing team.
Note-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 guest. 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.
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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
Call for
Leaders-As part of our Mentor Cares/Leadership Cares initiatives
we are working in partnership with the Boys and Girls Clubs of
America in creating a Leadership Camp Program for High School
students. Part of this workshop and camp is to provide the young
people with exposure to various career opportunities. With this in
mind we would like to call upon our restaurant and hospitality
subscribers who would like to participate in this adventure. Drop
us an email and let us know if you would like to join us. Our
greatest need is for volunteer mentors that are willing to share
two hours a month with a pair of young people helping them develop
their leadership skills.
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
an award winning 18 hole championship golf course in Germantown
Maryland. 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. This year we have a variety of sponsorship opportunities
available. Want to help young people learn to be effective and
caring leaders? Join us on August 4th!
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| Take Home
Idea of the Month |
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Calling All Mentors-I
will be presenting my seminar entitled "Real
Life Mentoring" at the NRA Show in Chicago on May
19th 2003. I'm thinking about taking a few minutes at the
beginning of the program to have all those that have been mentors in
their career to stand up and be recognized. This would really
have an impact on the industry and the press that will be in
attendance. I have always felt that if people understood what
the mentor received from the mentoring experience we wouldn't have
any trouble attracting new mentors. So---if you are coming to the
Show and can stop by the seminar during the first few
minutes---it would be great and I think it would have some
impact on others in our industry. Visit www.restaurant.org/show
for details on all the seminars that are being offered this
year. |
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Open Forum For Excellence
Click
here to sound
off, ask
a question, make
an observation, find some help from your peers, or share
some stories. Keep in
mind that our mission all along has been to create a resource
for excellence in service, leadership, and
profitability----which covers a lot of ground. We'll post items as
they come
in! |
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Web Site of the Month
This month’s web site suggestions include www.restaurantrecruit.com
a great site for someone exploring our industry for the first time
or a veteran looking for new opportunities. They have a great link
section that will connect you to many of our industry's
publications. The second site to check out is www.cookingschools.com.
With over 1200 schools to explore this site will keep you busy.
The Books and Supplies link is worth a visit. Enjoy! |
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Points of Profit Leadership, Inc. |
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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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