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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. See
our seminars and workshops: http://www.ronyudd.com/speeches.shtml |
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Thought of the Month
From the Live Long Enough
and You'll See Everything Department-A
reader reports about a very recent Christmas luncheon for 23 people.
Here's the scene-well known Italian chop house, choice of four
entrees, price about $65 per person. The waiter begins his greeting
with the following---"if you order the steak it will be cooked
medium". Of course, everyone looks at each other and does a
double take. Whether it's a lazy server or a kitchen that just
doesn't get it---it really doesn't matter-The results--23 guests lost
immediately and an untold number that will hear their
story.
Quick Clicks:
ThanksgivingCares™
2005: Read about this year's initiative and see who our
MentorCares™ students partnered with to serve over 715 families. Read
the 2005 Thanksgiving Press Release
Build Better
Profits in 2006. The steps
for building profit success: Fresh
Start for Building Profits
Focus
on Your Success in 2006!
Click on
One-on-One
Business Coaching to
explore our customized one-on-one success coaching program for
owners, managers and executives. Whether you need guidance on just-in-time operational goals for your
business, personal career goals or want to genuinely succeed at reaching your personal goals this program is for you. We have two levels of
coaching services
available to fit your schedule and your budget!
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Give
the Gift of Learning-Great Gift for Your Managers
"Creating
Excellence"
For details
and testimonials click on: Creating Excellence Audio CD and Workbook
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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 guest takes. This 75 minute
audio CD and 40 page companion workbook are packed with
ideas to immediately implement in your business or
organization. You will learn the 3 things every guest wants
and the 12 tools every leader needs to create and build
excellence.
The
"Creating Excellence" program is also available as
a leader lead seminar customized for your team! Click: Request
for Service Form and tell us how we can serve you and your team!
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On the Front Lines of Service-By
Jackie Yudd jackie@pointsofprofit.com
Service Stories: When
Bad Service Gets Really Bad (First in a Series) Relate
these real life service scenarios to your staff and ask how they
would feel if they were the guest. Take it to the next level by
collecting stories from staff about what they've experienced and use
these as teaching moments. Always keep in mind that the key to
teaching service is that learners retain what they share more
than anything that they hear!
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You order an
iced tea and do not receive an iced tea spoon…or even
worse…you receive a table spoon instead to stir your drink
with…as if they work just as well.
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You ask a
question about a menu item that the server cannot answer…or
even worse….you receive a response like…”I’m not sure, but
I think so.”
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Your order
arrives and is auctioned off to you by someone who is
not your server….or even worse… your food is auctioned off BY your server who can’t remember who ordered what
just ten
minutes ago.
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You place an
order for the loaded baked potato that you’ve been craving for
weeks and are told “I’m so sorry, we’re out of baked
potatoes tonight.”…..or even worse….no apology…just
“umm, we’re out of baked potatoes tonight.”
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Your order
arrives and you realize you have no flatware…or even worse…your
flatware is dirty and by the time you get a clean fork in your
hand your food is at room temp and you’re not even hungry
anymore.
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You have to ask
for a refill on your drink…or even worse….your empty glass of
soda or iced tea is refilled with water by a staff member not
familiar with the restaurant’s glassware system…most likely
because the restaurant doesn't even have a glassware system.
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You glance at
your watch because you’re sure it’s been over 20 minutes since
you placed your order and you notice your server standing at the
side station chatting with co-workers...or even worse…your
server notices you glance at your watch and remains at the side
stand chatting with co-workers.
Next Month: "Why
Guests Fold Up Their Napkin and Cross Your Restaurant Off Their
List"
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Building Leadership Skills
Leaders
Need Life Skills Too! (Fourth in Series) When we hear the term
"leader" we often think about courage, charisma, perseverance
and vision but sometimes lost in this is the fact that in order
to develop into a great leader a person needs to
master key life skills. We've been exploring our list of the Twelve Key Life Skills that your future leaders
need to master. This month......
Life
Skill #4-Goal Setting and Follow Through-Follow these
steps to create a road map for successfully reaching your goals.
- Invest time in specifically
defining and describing your goal. Be as
"super-detailed" in your description as you can.
- Break each goal down into
"doable" chunks.
- Next create a realistic
timeline for "just doing it'! Be fair to yourself by
being realistic about the amount of time it may actually
take to complete each chuck.
- To help yourself along the
way--create a picture of what a completed goal actually
looks like--sometime drawing a picture or writing a short
paragraph that describes the goal can be an effective tool
to help you keep working until it the "picture" is
fully realized.
- Check in to ensure you've
followed through. The best follow through is to not move
forward until a chunk has been fully completed. Having
someone separately sign off on the chunk helps to ensure
completion.
Teaching
Tip: Pick a short term goal or a mini-chunk
(something that can be completed within a week) and use it as an
individual exercise with your team members. At the end of the
week celebrate each person's success and talk about how each of
them actually completed their goal.
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Profitability Plus
This
month's Point of Profit is Creating a
Hiring Gauntlet. (Third in
Series) Many of our readers
are familiar with our famous Menu Gauntlet. Below is the same
concept applied to the hiring process. Read the previous steps to
take along the Hiring Gauntlet at http://www.ronyudd.com/resources.shtml.
Click on the last two issues of Points of Profit News.
Step Three
in the Seven Steps of the Hiring Gauntlet: Match the Best
Person with the Job-This part of the gauntlet involves
making sure you put the right person in the right job. It is a
simple step but critically important to the selected employee's
future success in the position.
- Write a of list of the ten most
important qualities or skills required in the open position.
- During the interviews list ten
skills you observe or learn about from the prospective
candidates.
- Play the Match Game-match the
list of ten up against all internal and external candidates
you interview.
Next
Month: Before You Make an
Offer
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One-on-One Success
Coaching |
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| Click on
One-on-One
Business Coaching to
explore our customized one-on-one success coaching program for
owners, managers and executives. Whether you need guidance on just-in-time operational goals for your
business, personal career goals or want to genuinely succeed at reaching your personal goals this program is for you. We have two levels of
coaching services
available to fit your schedule and your budget!
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| Leadership Cares |
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MentorCares™
If you are interested in becoming a
trained adult mentor or would like to learn more
about our 12 Leadership Skills and 12 Life Skills just drop us an
email at ron@leadershipcares.org.
Our adult mentors are making a huge difference for D.C.
area youth!
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| Take Home
Idea of the Month |
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Make Five Phone Calls in the Next Two Weeks
We should really be doing this
throughout the year but over the next two weeks take the time to
make five phone calls to positively effect another person. It may
be to one of you parents--be grateful that you still have them, it
may be to a mentor you had when you first started out, or it may
be to someone you've forgotten to say how much you appreciate the
work they've done for you over this past year. These five simple
calls will turn out to be the most appreciated gifts you'll give
this holiday.
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Web Site of the Month
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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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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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