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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
You Have Incredible
Impact on Those You Lead-Earlier
this week I attended one of our MentorCares™ workshops. A local
leader was speaking to our high school students about respect
and how they should see themselves in today's world. During his
presentation I looked over at our young people and they were hanging
on his every word. It made me realize the impact that managers and
leaders have on young, often first-time employees they supervise.
These young people are hungry for your modeling, your wisdom, your
"been there-done that experience" and most of all your
willingness to share and caring attitude. Every time you interact
with your young staff realize the impact you're having on both their
future and ours.
Quick Clicks:
GM
Salaries-Explore
where you stand: http://www.payscale.com/salary-survey/vid-78387/fid-6886
Build
Better Profits in 2006-200 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.
Free
Advice for
Small Business Operators:
www.score.org
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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 II of II
Managers:
Wondering
why your volume is fluctuating? Wondering why you're not attracting
new customers and starting to lose regulars?
Here are additional reasons that will complete the
list from Part I of this series:
Your
guest is allowed to leave your establishment feeling unsatisfied
or "undersatisfied"…there may be many reasons why this happens…it's
OUR job to
find out why.
Start with these possibilities, and then brainstorm with your
chef, kitchen staff, wait staff and fellow managers.
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The portion
sizes are too small (in comparison to price point, something
very important to your guest)
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Portion sizes
are too large (in comparison to the quality of the ingredients used)
-
Menu is
overwhelming (guest feels pressured to make a selection without
being able to weigh all the options, they
end up feeling like they made the wrong decision
and then are less apt to return to try and make the right one)
-
Menu is
underwhelming (this happens when you see guests trying to turn
pages of your menu that don’t exist, or turn to the back of
the jacket to find nothing. If you are hearing guests ask if there are any specials
that night, it might actually be a sign of an underwhelming menu.
We
have said this many times, the easiest way to determine the
satisfaction level of your guest is by facial expression.
If your guest is not SMILING at any point during their meal,
find out why and do anything it takes to put that smile back on
their face!
Review the
"fold up their napkin" reasons above and brainstorm with your
entire team on ways to
ensure they're not happening in your operation!
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Building Leadership Skills
Leaders Need Life
Skills Too! (Sixth 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 #6-Time
Management-There are no hidden tricks to managing and
maximizing your time. It's a very simple concept that many young
managers and leaders struggle with. It comes down to how you
prioritize what has to get done! It's not actually about time--it's
about what's important to you during that specific period of
time.
Time management involves:
- Separating the "Must Dos"
from the "Want to Dos"
- Deciding on What to Do First-Do
the things you may not want to
do but know you have to do--FIRST!
- Little Picture-Big Picture-Look at
the little things you do and understand their impact on the big
things.
Teaching Tip: The
most important thing you can teach others about learning to manage
their time is to start a simple daily process of writing down the
top three things (Must Dos) they should get done in a given
period of time---that day, that shift, etc. This simple exercise
will help the learner begin to understand the process of
prioritizing! After just a week they'll also be able to see how much
they've actually accomplished! |
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Profitability Plus
This month's Point
of Profit is Creating a Hiring Gauntlet. (Fifth 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 four issues of Points of Profit News.
Step Five in the
Seven Steps of the Hiring Gauntlet: Setting the New Hire Up for
Success This step still
takes place before you've actually made an offer to the candidate.
You're about to make a significant investment in this person and
before you lay out the cash make sure that your system sets the
new hire up for genuine success. Take the following steps as part
of this review:
- First-Know the strengths and
weaknesses of the candidate going in. Are you prepared to fully
utilize their strengths while at the same time understand their
shortcomings?
- Second-Where does this person sees
themselves in six months or one year? Are you in their
plans?
- Third-Know the growth potential of
the position. Are there actual steps or a roadmap for growth
within the job? Look at positions as having three steps or
phases--novice-intermediate and master.
Next
Month: Step Six: Creating a
"Real Life" Orientation
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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!
MentorCares Breakfast
Celebration-Mark your
calendars! Friday April 28th, 2006 is our big celebration in the
D.C. area. This is an event where we focus on the accomplishments of
our young people. Drop us an email for more information at breakfast@leadershipcares.org
Call for National
LeadershipCares™ Board
Members: We are currently recruiting for our Board of
Directors. Let us know if you or your company has an interest and
we'll forward the detailed information. Email us at lula@leadershipcares.org.
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| Take Home
Idea of the Month |
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Pretend They're The Guest One
of the most effective ways to teach service to our new generation
of employees is to put them squarely in the place of the guest.
Consider having your trainers as part of the orientation process
sit down and have a fully served meal with your new associates. It
an opportunity to really set the stage for how things should be
done and why they are done in a very specific way. Here
are four things to consider as you try this approach:
- At specific intervals in the
meal process stop and talk about the company's priority as it
relates to guest service. Note what service steps are critical
and why they're very critical to the new employee's success.
- If something doesn't go right
ask the new associate how they felt. Ask what they would do to
correct the problem.
- Work to link they way they
personally want to be served to their new mission of serving
their guests.
Training
Tip: This could also be used for veteran servers that
need a little refresher on what your service standards are and how
they should be delivered. |
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Web Site of the Month
This month's selection is www.customculinary.com
This is company sells bases, gravies and sauces, but the site also
offers great information on menu trends and trade news. Worth the
visit-The site is well done and can be used as a great menu
development tool while also learning about their different
products.
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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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