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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
Successful
Leaders Serve Their Team Members-After delivering the
opening keynote at the CHRIE Conference last week several audience
members reminded me of the importance of servant leadership. It got
me thinking about how successful leaders in our business focus on
how they first serve their people and then how
they serve their guests. Danny Meyer, Cameron Mitchell and Paul
Prudome are just few successful leaders that come to mind. Maybe we
should be teaching the concepts of servant leadership at the high
school level so our future culinarians and HR managers learn at an
early age the value of serving their team members so their team can
then successfully serve the guests!
Quick Clicks:
One Week to
the LeadershipCares-Annual
Golf Classic Read about last year's event and see how you
can get involved in this year's fun!!! Learn more about
this very special event that supports our youth outreach work!
Creating
Capable and Caring Leaders-Keynote Recap-Delivered at
CHRIE Conference-July 26, 2006
Jump
Start Your Training and Operations Goals-Workshops and learning tools for your operation!
Steak
House May Owe Workers $2.5 Million-How
do you handle and process catering tips?
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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
Being an Effective
Service Coach-Service
excellence is not something that is learned at the line-up meeting.
Great service comes from practicing and mastering the basics and
continuously checking on how you are performing. It turns out that
those operations that deliver great service usually have an owner,
manager or a key person that acts as a service
coach.
Five Steps to
Effective Service Coaching:
- Demonstrate and communicate
service expectations-Use simple, short and fun
mini-lessons.
- Answer all questions-Make sure
everyone is on the same page when it comes to service
standards.
- Practice with staff on a daily
basis-Use the line-up to practice one service standard each
day.
- Model behavior at all times-Show
your team exactly how it's done at all times during
service.
- Link delivery of great service to
individual server success-The entire operation will then
succeed.
Getting
Started-From your list of service standards begin to
assemble short vignettes of how you will demo them for your staff.
Create mini lessons that you can use as part of a weekly meeting
with your service staff.
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Building Leadership Skills
Leaders Need Life
Skills Too! (Eleventh 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
#11-Etiquette-Why do we continue to think that people are
born with etiquette skills or they learn them at home as little
kids? Fact is--people are not born "courteous" and often
they don't have the greatest models to learn from as they grow up.
Etiquette skills are very important because it delivers a first
impression. Being in the service business etiquette is critical to
building repeat business and creating comfort for our guests.
Think about the three following three
life skills on etiquette that every young business person needs to
master:
- The 3-F
Hand Shake-Firm, focused and forthright (shake the
person's hand like you are genuinely happy to meet them and they
are the only person in the room)
- 3 Steps
for Real Networking- First really listen,
second-think about how you can help the other person and third
and last think about how that person could actually help you at
some point down the road.
- The 3
Must Master Good Manners-Respect and courtesy for
elders, ladies first (includes all others before you) and every
little kid you encounter should be given the same attention you
would give an adult!
Next
Manager's Meeting: Challenge your young managers to demo
several of the skills listed above and talk about their importance
when dealing with team members and guests.
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Points of Profit
Point of Profit
#1-The Two Things Your Team Members Need to Know
There are certain critical things
that all employees need to know in order to be successful. The two
things that every one of your team members needs to know for their
success and your success:
- First-Exactly what's expected of
them
- Second-How they are doing on
delivering those expectations
Point of
Profit-Have your managers write down exactly what they
expect from the employees that work for them. Break it down by
shifts or in half-hour by half-hour lists of expectations. The more
specific the better. Then ask your managers to come up with a plan
on how they will communicate these expectations on a daily
basis.
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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
Sell
Yourself First-Marketing is more about selling yourself
and connecting with customers than it is about selling a product
or service. One of the first steps to take as you build a Personal
"Real Life" Marketing Plan is to take a little inventory
about how you are selling and connecting with your guests.
Questions
to ask yourself:
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Am
I connecting with my guests on a regular and consistent basis?
How much time do I spend at the front counter or floating in
the dining room? Am I present and accounted for during prime
time/rush hour?
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How
many of my customers/guests can say "They personally know
the owner? Guests love to be know and be known by the owner of
the operation.
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When
I interact with staff and guests--do I make eye contact and
really listen to their questions, comments and suggestions?
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Web Site of the Month
This month's selection is http://foodgeeks.com/.
The site for all kinds of food geeks! We especially liked their
link for wine geeks and the food encyclopedia section. Have fun
exploring all the posted recipes!!! You can easily get hungry as
you navigate 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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