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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.
Also----thanks for using our "Send This Newsletter to a
Friend" feature. We really appreciate it when you pass
along our news and information to your team members and
associates.
Call for "Real Life" Mentors-As part of our
Leadership Cares/Mentor Cares initiatives we are working in
partnership with the Boys and Girls Clubs of America and the Prince
Georges County Maryland Career Academies in creating a Leadership
Camp Program for High School students. The camp will be held on
August 22nd 2003. The adults that participate as coaches and mentors will receive
training that will help them become more effective managers and
leaders in their workplace. Interesting equation-the adult wins-the
high school student wins and your company wins. Sounds like a
workforce development solution to me. We are seeking
enthusiastic managers and leaders that want to make a difference in
the life of a young person. We guarantee it will be one of the most
worthwhile things you will ever do. Adult orientation and training
is coming up July 21st in the Washington D.C. area. Drop us an email at ron@leadershipcares.org
and let us know if you can join us.
We Have Team and Sponsorship
Slots Still Open! 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 http://www.leadershipcares.org/
for details and sign up instructions. This is the main
fundraiser for our three outreach programs in mentoring, literacy
training and hunger relief so we hope you can join us. Hello--food
industry friends--this is great exposure for your
business!
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Thought of the Month
This month's thought is entitled Don't Judge a Guest By
Their Cover. The story is reported by my non-restaurant business
daughter Katie. She reports that she and her boyfriend stopped into
one of their regular spots for a quick lunch after a workout at the
gym. She reported that they were both in their sweats and looked a
little disheveled but by no means out of place in this casual, shorts
and t-shirt type of eatery. She noted that the manager went to
table after table greeting guests and asking how things were but
completely ignored them throughout their meal. Even when they got up
to leave they noticed that he was saying good-bye to most of the
other diners but "looked right through them". Katie said
to me--does that guy know how many times I have been in that
restaurant and how many people we've met there for dinner? I tried
to defend the manager a little by joking and asking Katie if she and
her boyfriend were possibly stinking up the place after their
workout. She said that it felt like only the people with nice
clothes got the attention of that particular manager. She was
steaming mad and felt that she had been judged by her workout
clothes! The lesson here--don't judge a guest by their cover. I don't think Katie's been back! |
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New CD and
Workbook-Now Available
"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 always work hard to compete against
themselves. Learn why it's so critical to "walk the path" your
customers and guests take. The 75 minute CD and 40 page
companion workbook are 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 and build excellence.
For details click:
http://www.ronyudd.com/showproduct.php?iid=4
This "Creating
Excellence" program is also available as a leader lead
seminar
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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
This month's tip on service focuses on
the first interaction your guests have with your tableside
servers. We teach this to servers as a "G Builder"
(gratuity builder). Just like we stressed last month the
importance of that first interaction at the front door or desk
here also---what happens first will be critically important to the
overall experience of the guest. Several things to help the
relationship and help the server build check average and thus
their gratuity:
- Genuine Greeting-A personable
and focused "hello" coupled w/sustained eye
contact.
- First Time Check-Create comfort
by asking the guest if they've dined with you before.
- Signature Drink and App Kick-Off-Remind
guests of what's popular and ask them if they'd like to start
off with a round of X and a couple of your most popular
appetizers.
Training Tip # One: Construct
several role play scenarios have staff
"act out' what the three items above should look like. What exactly do you want to happen when the server
approaches the table for the first time. A very effective teaching
tool is to ask servers what they find to be most effective in creating
comfort for the guests they have served. Keep the
role play to one five minute scene for each line up meeting.
Training Take Home Idea: Staff Creation
+ Staff Participation = Staff Application and Retention.
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Building Leadership Skills
Effective leaders build bridges and
involve others in their mission and work. Take a few minutes to
list the special gifts and talents of those you lead. After you
build the list link their skills directly with what has to get
done in the workplace. Work to help your people apply their
special skills to get the jobs you assign accomplished. The key to
this leadership skill is to remind your people of the special
talent that they alone bring to the work or project. A person
using their particular gifts and talents to accomplish a task will
be much more productive and happy than the person that views the
assignment simply as a job.
Free Offer: The Entire Power Point Slide Show for our
"Real Life Mentoring"
seminar presented at this year's NRA Show is available by dropping us an email at: mentoring@pointsofprofit.com |
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Profitability Plus
This month's Point of Profit is
about the importance of letting staff know about the cost of doing
business. It never ceases to amaze us that many staff members
don't know that the meager profit margins in our business range anywhere from 0%
to 20%. When they hear that the industry average is 5%--(that is
.05 cents profit on every dollar that is spent in the store) it
really blows them away.
Start slow by letting them know the
costs of some of the items they handle everyday. Let them know the
cost of a fresh lemon, or the cost to clean an apron or how much
each linen napkin costs to clean and press. Slowly they'll see how
fast the nickels and dimes add up. Link these costs to your
discussions with them on profitability, job security, pay raises and soon
there will be an army of mini cost-controllers all over the
shop.
Take Home Phrase--There
are no secrets in a successful business--Share the numbers! |
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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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| Take Home
Idea of the Month |
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Making Your Stars Available As Guest Speakers
and Mentors
One way to motivate your people and
also help promote your business is to encourage your employees to
reach out to others that may be considering our business as a
career. Make your key people available to the local high school
culinary and restaurant instructors. Encourage them to speak to
groups of young people and tell their stories of how they came up
the ladder. Consider starting a mentoring program with these local
schools--give culinary demos, participate in local special events,
sponsor and support job fairs. Think about it--your people are out
there promoting your restaurant and at the same time promoting our
industry to the next generation---it's a
win-win-win! |
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Open Forum For Excellence
Click
here to share
your thoughts, 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 we offer two sites to explore. The
first is one that will impress you with the amount of information
it offers on wine. www.wineanswers.com
has a fabulous glossary of wine terms and is easy to navigate. The
second is one we found helping a client track down some sources
for international foods. www.ethnicgrocer.com
is a great site that links you with food products from a variety
of different countries. Make sure you have plenty of time because
once you start it's hard to stop exploring this site. 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 http://www.ronyudd.com/ or email
him at ron@ronyudd.com. His
office number is 301-540-5791. |
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