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| Points of
Profit News |
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Points of
Profit News-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 lasting profits and develop your managers into leaders. |
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Thoughts of the Month
Lesson Learned-Over
the last couple of weeks I learned a great lesson while following
the Cinderella team, George Mason University, in the NCAA men's
basketball tournament. If you do things right-success will come.
If you work hard at your job, put in the time, lead by example, and
play by the rules--you will eventually be successful. There are
thousands of chefs, line cooks, GMs, dining room managers and owners out there that
do all of the above but rarely, if ever, get any credit. For those
of you that labor day in and day out and always work hard---the first thing to remember is that you don't do
it for the glory or recognition, you do it to honor your
mentors, your parents and your teachers. You do it because it's the
right thing to do. Your real reward is knowing
that your doing it and yes----every so often, a coach and a team comes
along that publicly and loudly get their just rewards. Let's just
hope the lesson and their example remind others of how things are
supposed to be done!
Welcome Our
Future Culinary Stars-Please
join us at the NRA Show to help welcome the best and the brightest
high school culinarians that will visiting this year's Show.
Industry veterans Bill Bender and Bruce Farber are working on
putting together panels of successful chefs and managers to share
their stories with the young people on May 22nd and 23rd. If you're attending the Show
we'd love for you to stop by and simply welcome these future super
stars. Think about your first visit to the Show and what it
meant!!
Press Release Details: http://www.restaurant.org/show/media/news/pressrelease.cfm?ID=1233
Quick Clicks:
For operators working on creating a
new website or revising your existing one check these Top 50
Restaurant Web Sites from Atlantic publishing: http://www.atlantic-pub.com/top50sites.htm.
Great ideas!
Jump
Start Your Training and Operations Goals-Take a look at our
latest workshops and learning tools.
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Create Genuine Excellence in Your
Operation
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
Consistency-The
Key to Long Term Success
What is
Consistency? Why is it
so important? How
can your employees be more consistent?
What are and where are the inconsistencies in your
establishment? First, ask
yourself these questions and then discuss them with your employees.
See if any of the following points come up during your team's
review.
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When it comes
to the overall success of your establishment, consistency should
mean “uniformity and reliability”. It should be recognized
in your service, ambiance, food (presentation + quality), and
even your price point.
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Maintaining
consistency in these areas is CRUCIAL for maintaining your
current clientele or your customer base in general.
Only if you are looking to attract a different customer
base should you begin making adjustments to any of those areas.
In addition to keeping your guests happy, you will also
find happy employees. Employees appreciate consistency in
management style, service standards and food quality. Deliver
consistency and you'll also enjoy a lower turnover rate.
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Encourage (and
require) your employees to be more consistent by raising and
enforcing your standards. Standards
can be applied to uniforms, server language, alcohol pours,
check handling procedures, etc.
Ask your servers where they might appreciate seeing
higher standards enforced that may make their jobs easier.
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Most
importantly, ask your employees where they see any
inconsistencies in your establishment.
After all, they are on the front lines, and in many
cases, they are the
last lines of defense. Thinking
like a guest, (mystery shopping may be of
great assistance here) walk yourself through an entire dining
experience and set standards for every aspect…hmm.....kind of like
having a HACCP plan for the front of the house.
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Building Leadership Skills
Leaders Need Life
Skills Too! (Eighth 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 #8-Oral
and Written Presentation Skills-Successful leaders know
how to communicate and know how to write effectively. They know how to speak
in group settings and they understand the power of crafting a
persuasive written message.
The key to developing these skills--get started as early in your career as
possible. Use these ideas to develop get your started:
- Practice, Practice, Practice-Identify
opportunities to make short presentations to your employees.
Encourage your new managers, lead employees and supervisors to
present the daily line up or make mini- presentations at
meetings. Even getting up in front of three other people helps
to build confidence!
- Write Out a Training Session.
Literally take a pad and write out in complete sentences what
you will be teaching. This will not only help you be a better
writer but it will help you be a better presenter and trainer.
- Journal What You Believe In-If
you are passionate about something the words will come. Start
writing everyday-don't worry about what it looks like, or if
things are spelled correctly--just start
writing.
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Profitability Plus
This month's Point
of Profit is Creating a Hiring Gauntlet. (Seventh 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 of
the Hiring Gauntlet: http://www.ronyudd.com/resources.shtml.
Click on the last six posted issues of Points of Profit News.
Step Seven in the
Seven Steps of the Hiring Gauntlet: Before You Make the Offer-Remember
you're still doing each item along the gauntlet before you make a
final offer to the prospective employee. Perform this exercise well before you
extend an offer.
After you've performed a compete
background check and tied up any loose ends or answered any
lingering questions take these last four steps before extending the
offer: Have the candidate:
- Formally meet with other
key personnel and then get their feedback.
- Describe the
job as they understand it and explain what they'll do with this
opportunity.
- Spend time observing the job or a
shift and get their feedback and observations.
- Ask and understand all your
expectations and accountabilities that come with the position.
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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.
Annual
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.
LeadershipCares™-Call
For New 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 more information. Email us at lula@leadershipcares.org
if you would like to join our mission.
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| Take Home
Idea of the Month |
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"Real Life" Marketing
This month's look at "real
life" marketing includes a reminder about the value of your
existing customers. Operators should be reminded of how valuable
an existing guest is as opposed to trying to attract new
ones.
Reminder # 1-Take care of the
existing guest and they will bring new guests with them on their
next visit.
Reminder # 2-Don't ever let an
existing guest leave your operation unless they are 100%
satisfied.
Reminder # 3-Ask yourself what have
you done lately to thank your regulars for their business.
Reminder # 4-During peak service
periods how much time do you spend tableside interacting and
assisting?
Marketing Tip:
This month ask yourself what systems you have in place to make
sure a guest cannot escape your operation unless they are 100%
satisfied. |
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Web Site of the Month
This month's selection is for food people that are
looking for adventures into the unknown. Take a trip by visiting www.deependdining.com,
a quirky site that offers foodies a chance to really experience
the far out. Check out their archives of past newsletters to see
what we mean. Brace yourself!
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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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