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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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Thought of the Month
Honoring Service Superstars-Last
week we had the pleasure of presenting a seminar to the senior
management of B.F. Saul Hotel Division outside of Washington D.C..
This is a group that lives their service values each and every day!
They believe that service to their team members is just as important
as service to their guests. They walk the talk! Part of the program
was set aside to honor team members that had served many years in
the hotels. These service superstars represented over 160 years of
service and worked a variety of positions in the hotels. All shared
two things in common--each was very humble about their years of
service and at the same time extremely proud of their work. They
beamed as each received individual recognition. Lessons learned from
this group-----work hard to find the right people, treat them with
excellence and then get out their way so they can serve the guest in
their own unique way! Just maybe.......they'll stay forever and turn
out to be the best sales people you ever
hired!
Quick Clicks:
LeadershipCares
Golf Classic-Click
Annual
Golf Classic to see photos from last year and learn more about
this very special event that supports our youth outreach work--coming
August 7th, 2006!
Jump
Start Your Training and Operations Goals-with 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
More on Focusing
on the Details-It's always
the little things that make or break a business. Our business is
made up of thousands of little details and when they are all
working--it's like magic for both the guest and staff. When one
little thing doesn't work it can be a disaster for
everyone!
Effective service managers are those
that know the importance of the little things and spend their
days being "crazy for details". Several steps to help you
and your staff focus on the details:
Step #1-Identify all the
little things--and then create the "master list of
details". Have staff come up their list and combo that
with yours. Chances are if they identify something as important they
will end up focusing on it with out much coaching from you.
Step #2- Decide on the standard
for each detail. How soft will the butter be on the B+B plate? Be as
specific as possible. Here again have staff help you decide on the
standard of expectation for each detail.
Step #3 Make it important-each
and every day of operation. Your focus will be the focus of your
team. Be the leader in checking all the details before service
begins.
Special Note:
The more you involve your staff in the three steps above the better
chance you will have of creating a whole team that's crazy for details. A
team of that's crazy for details always beats one manager concerned
about the little things!
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Building Leadership Skills
Leaders Need Life
Skills Too! (Tenth 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
#10-Embracing and Celebrating Diversity When I was in
college I worked in a Washington D.C. restaurant that's staff was
made up of young people from 23 different countries. The word
'diversity' wasn't even in our vocabulary. We were all struggling
students working our way through school and trying to pay the rent.
I remember we had a rotating menu of 23 different family meals
representing the different cultures. It was fun and interesting. I'm
sure that if you interviewed those that worked on that staff 35
years later each would say that are a better person because of this
type of experience.
The key to embracing diversity as a
leader is to recognize that each person brings to the workplace
unique experiences and opinions--whether cultural, educational,
religious, or economic.
Think about the following two items and
ask yourself how you as the leader embrace and celebrate the
diversity amongst your team?
- Respecting
differences-Do you think
about how your words may be interpreted or understood by others.
Do you ask for input from your team members so you better
understand their perspective? Often times just asking is a way
to show respect for the opinions and background of
others!
- Celebrating
differences-This, to me, has always been the most fun
because people bring so much to the workplace. We should be
taping into their passion and background much more than we do!
How does your operation/unit celebrate the culture, pride and
differences that exist amongst your staff?
Next
Manager's Meeting: Challenge your managers to think about
the two bullet points above and explore ways they as leaders can
genuinely embrace and celebrate the gifts, talents and differences
that exist on their teams.
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Profitability Plus
This item is from last month and back by
popular demand. It seems that operators often get caught up in so
many operational issues that they often forget about the importance
and real power of this particular Point
of Profit-"Getting Everyone on the Same Page"
Having
everyone on the same page in your business will enhance the
operation's profitability. When we teach this concept to young
managers we often call it "Getting Clarity". It simply
means that everyone in the house is on the same page as it relates
to what's important. Everyone is crystal clear on what the mission
is and how you go about accomplishing that
mission.
How do you get clarity and make sure
everyone is on the same page? Several things to think
about:
- Take the time to review your
policies and procedures. Were they written for a lawyer or for
employees and managers to easily understand?
- What do you as the overall leader
talk about at manager's meetings and staff meetings? What you
focus on is what your managers and staff will focus on. Your
clarity will becomes the staff's clarity!
- How do your managers and
supervisors communicate the important operational and service
messages. The messages should all be short, sweet and sound the
same! This is actually when being repetitious is a good thing!
When all key people speak with the same voice--employee's begin
to get it!
Point of
Profit Tip: In your own house think about where clarity
or this "same page" approach would help your profits. For
example -does
every employee understand what your policy is on things like service
standards and handling complaints?
What are your important issues that are crying out for clarity?
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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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| LeadershipCares |
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| Take Home
Idea of the Month |
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"Real Life" Marketing-by
Jackie Yudd jackie@pointsofprofit.com
Creating
Revenue Avenues-How can you build revenue in your
establishment without cutting costs?
First,
extend business outside of your four walls. Create a high quality,
consistent take-out program. Keep
the busy lunch hour guest in mind as well as faithful guests that
want your food in the comfort of their home.
Invest in quality containers and flatware.
Train employees to take steps to ensure the order is taken
and executed correctly. It
may be worth considering signing on with a reputable delivery service,
especially if you exist in a densely populated area.
Note-with any revenue avenue you may head down, if you’re
going to do it, make sure you do it right.
Second,
entice repeat business with guest incentives. Consider any
complimentary items or discounts given as an investment rather
than a hit on your bottom line.
Some guests require more than a genuine, verbal thank you
to know that their business is truly appreciated.
And Third--the
final Revenue Avenue to travel---turn your employees into mobile,
self promoters. The take-out
or guest recognition programs will not be successful unless they
are known by your current guests and potential guests! Encourage
servers to recognize business men and women and offer them (high quality, attractive)
copies of the take-away menus.
Encourage managers, hosts, bartenders, and selected others
to extend comp items to repeat guests and to also promote the new
or enhanced services you're offering.
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Web Site of the Month
This month's selection is www.restauranthires.com,
a great site for both those that are looking for career
opportunities and also those that are recruiting. Take a look!
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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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