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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 appreciate the new readers-Welcome aboard! Thanks for joining
us on our restaurant and foodservice adventure.
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Thought of the Month
Two
experiences to share this month. The first was a wonderful evening
at Zola--a hot spot for dining in Washington D.C. operated by Dan
Mesches of Star Restaurant Group and his wonderful team. The focus
on details, extraordinary plate presentations and overall care and
concern was a reminder of how a staff can operate effectively with
caring leadership and genuine team work. Our server---knowledgeable---caring--and
very focused on all the little things made sure that our evening was
one to remember. I also counted at least three times that someone
from the management team made their way over to quickly and gently
check on how things were going. Thanks for the lesson on what can
happen when our staff is well trained and supported by caring
managers.
The
second experience reassures me that our future is in good hands. I
finally got to visit a young and dedicated chef instructor at one of
the local high schools in the D.C. area ---Chef Teresa Smith. I
walked into her kitchen early in the morning and found several
students huddled over a stainless steel table getting their
assignments while others were already busy doing their rough prep
for the day. The kitchen was spotless, the young people were engaged
and the busy Chef Smith was answering questions and giving
directions. Everyone was upbeat, very professional and you could
tell ---they all wanted to be there. The pride that Teresa has in
her program and her kids shows through very clearly. She is building
a great program that I know will produce many of our future culinary
super-stars.
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Pre-Release
Sale-New Audio CD
and Workbook-Available May 1st
"Creating Excellence"
The Steps to Build a Lasting and Effective
Organization
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Learn the
secrets of how to create a framework for excellence in your
organization. Discover why great companies are always "under
construction" and work hard to compete against themselves.
Learn why it is critical to "walk the path" your customers
and guests take. This 75 minute CD and companion workbook is packed
with ideas to immediately implement in your business or
organization. You will learn the 3 things that every customer wants
and the 12 tools every leader needs to create excellence. E-mail
today for pre-release sale information: info@pointsofprofit.com |
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Learn about our full line
of audio tools by clicking www.ronyudd.com/products.php
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On the Front Lines of Service
Last month we talked about the concept
of "One Station" to get all team members on the same page
as it relates to serving the guest. The idea is to make everyone in
the operation responsible and accountable for the guest's
experience. The entire dining room is one station and anything
the guest needs can be acted upon by any member of the staff. Here
are two other things to keep in mind to ensure a memorable service
experience:
- Attention to Detail-In
service it always comes down to the little things. Is the seat
cushion clean, is the butter soft and spreadable, is the water
glass replenished when it should be? Little things add up to a
lot. This week ask your staff to identify what they think are the
"little things" that can make or break the guest's
experience.
- Don't Lose Them At the End-Stress
to your staff how important it is to stay connected even after
the guest has settled the bill. Guests appreciate when staff is
still available to take care of them even after the check has
been closed out. Another detail--but an important one.
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Building Leadership Skills
This month-The Three R's of Effective
Mentoring:
Ropes-Effective mentors show others the
"ropes" of the job and they are always there to throw
one to their mentees.
Realities-Effective mentors make sure
their mentees are always aware of the "realities" of the
job and the culture around them.
Reminders-Effective mentors are always
there to gently "remind" their mentees about their level
of performance and what skills they have committed to
master.
Consider building these three R's into how your
trainers perform their mission at all levels of the operation.
Effective trainers are good mentors.
Also----Thanks for your response to our recent
series on the Five
Keys to Successful Mentoring. Click on www.ronyudd.com/pop021015.htm
to review all Five of the Keys.
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Profitability Plus
This month we'll take a close look at the fifth 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 #5-Reward Your Regulars-Our guests
still love to be rewarded for being regulars. There are a million
options to recognize and reward the frequent guest---from punch
cards to two-for-one specials to free desserts and on and on. The
key here is that we must remind ourselves that the most valuable
sales tool we have is the guest that already loves our food and
service----the regular! They bring in more business that any slick
flyer or promo program we can develop. Think of ways for that
regular, who already loves you, to feel even more special. Next
month we'll give you three ways on how to create
"regulars".
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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. Drop
us an email at ron@leadershipcares.org
and let us know if you would like to join us.
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 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 a 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. 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.resortjobs.com
which provides an interesting if not short list of opportunities
for working in the resort side of our industry. Also for our
culinary friends a wonderful site from one of our heroes--Jacques
Pepin- www.jacquespepin.net.
His site explores many of his published recipes and has an
invaluable section on his classic tips and techniques. Enjoy!
PS-If anyone (hint-hint) is struggling about what
to get me for a Christmas present this year Jacques' memoir
"The Apprentice" will be out next month. |
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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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