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| Points of
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
Just Thinking-Separate
headlines in this week's paper-13 Million American Children Go to
School Hungry Everyday and U.S. Restaurant Sales Expected to Top a
Half a Trillion Dollars This Year. Could you imagine the impact
we could have if we could convince all operators about
the value of a piece of fruit, a carton of milk and a container of
yogurt and what this type of local outreach would do for their
business? Smart operators and chefs already know the impact their
community outreach has on their business. Visit www.shareourstrength.org
to get involved. These two headlines don't belong in the same
paper!
Quick Clicks:
Visit
our friends at www.RestaurantEdge.com
for the latest in information on industry trends, tools to help your
bottom line and quick resources that every operator should
have!
Build
Better Profits in 2006-Fresh
Start for Building Profits and 200 Points of Profit Analysis
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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Want to
Create Genuine Excellence in Your Operation?
Buy
the "Creating Excellence" Audio CD and Workbook
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
When
Guests Fold up Their Napkins--And cross your restaurant off
their list-Part I of II
Attention
Managers!! Wondering
why your volume is fluctuating? Wondering why you're attracting
new customers and starting to lose regulars?
Whether your guest knows it or not… there are several
reasons they decide to stop patronizing a particular establishment.
It may not be a conscious decision or one that they
verbalize, but for some reason their taste buds (or their hearts)
are not letting them choose to return to your restaurant.
Here are a couple of those reasons.
P.S. They're obvious and once discovered easy to fix…
The
guest does not feel welcome in your establishment…and
here’s why…
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They waited at
the host stand for at least 30 seconds before they were even
approached
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They were
seated at the table for at least 30 seconds before they were
even approached
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Not ONE staff
member EVER said “WELCOME to (insert the name of your
establishment here)
I once had an
instructor tell me that the guest should feel like a warm blanket of
welcomeness is being draped over their shoulders the second they
walk through your doors.
The
guest feels like they are being “needy”...and
here’s why....
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They have to
get the attention of their server because “check backs” are
not happening
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Anything they
could want or need as far as food, beverage, and service was not
anticipated nor met
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You are
understaffed and that staff is under trained.
Start with a review
of these simple reasons, brainstorm with your staff on ways to
ensure there not happening in your operation and “check back”
next month to see if any of your ideas match the our next list.
Next Month: "More
Reasons Guests Fold Up Their Napkins and Leave You" |
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Building Leadership Skills
Leaders Need Life
Skills Too! (Fifth 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
#5-Interpesonal Skills-Honing this skill starts with what
you first think about yourself. Maintaining your level of
self-confidence, believing in what you stand for and respecting
yourself first is key. Before you can successfully relate to others
(interpersonal skills) you have to
be........
- Be respectful of others-Placing the
needs, wants and ideas of others before yours.
- Be able to communicate your ideas
and opinions without offending others.
- Be a problem solver rather than a
"conflict enhancer"-Be solution oriented rather than
flame the fire.
- Be consistent in your behaviors
towards others-No favorites--slow and steady always wins this
race.
Teaching Tip:
One way to begin a discussion about the importance of
interpersonal skill is to describe someone that the learner/staff
knows has several of the skills listed above. The more you provide
concrete examples about someone that displays good interpersonal the
easier it will be for others to emulate and understand.. |
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Profitability Plus
This month's Point
of Profit is Creating a Hiring Gauntlet. (Fourth in Series) Many of our readers
are familiar with our famous Seven Step 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 three issues of Points of Profit News.
Step Four in the
Seven Steps of the Hiring Gauntlet: Before You Make an Offer
Think you've found the perfect
candidate? You've carefully taken the first three steps along the
Hiring Gauntlet? You've taken the regular minimal steps of
checking references, testing etc. Not so fast........ before you
make that offer there are three specific things you should do:
- First--Ask yourself if you've clearly
defined expectations about the job and measured the candidates
response to your expectations. Keep in mind this should be done
well before any offer is extended! maybe during the second
interview or call back. Clarity on expectations for everyone is
critical to overall success!
- Second-Confirm and clarify the
candidate's expectations on all aspects of the job--pay,
opportunity, schedule, growth and on.
- Third-Play the "What If
Game"-Ask yourself if times got tough in the business is
this the person you would want to find yourself with in
the trenches digging your way out!
Next
Month: Step Five-Setting the
New Hire Up for Long Term Success |
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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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Leadership at the Unit LevelEver
wonder where great GMs come from? It turns out that nurtured and
mentored employees at the unit level make the best company
leaders down the road. They have great empathy for those coming up
behind them--they've been there and done that and remember that
someone cared about them while they were making salads or bussing
tables. The Take home Idea
this month--ask you ADs and GMs over the next few weeks to spend
some time not looking at cover counts and P+Ls but spending some
quality time talking and interacting with their salad people and
bus persons. |
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Web Site of the Month
This month's selection is not a restaurant or foodservice
site but has lots of resources for those in the biz. Visit http://www.entrepreneur.com/
to learn all kinds of things about how to start, run and grow a
successful business. There's plenty for everyone on 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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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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