Points of Profit NewsÓ

 

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.

 

June 29, 2001

Issue 16

Ron Yudd, Editor, www.ronyudd.com

 

 

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Welcome back to Points of Profit News. I hope that you are enjoying your summer and got a little relaxation in over the Fourth of July holiday. I also hope that you had a moment to reflect on a couple of the points we made in last month’s issue.

 

For those of you that are just joining us-previous issues of the Points of Profit NewsÓ can be found on our website on the resources page at www.ronyudd.com.

 

New Tool Coming Soon! We will be introducing our newest audio tool-On July 21st 2001. “50 Points of Profit” will be available in a two-cassette album. This series explores 25 Points of Profit in the Back of the House and 25 Points of Profit in the Front of the House. Keep in mind that the sales from all our audio tools go to support our Leadership Cares Foundation’s Thanksgiving Basket Program and other initiatives. Go to www.leadershipcares.org to see what we are working on. 

 

On the Front Lines of Service

 

We were discussing how to construct and implement a service standard in last month’s issue. This month we explore how to ensure that a service standard becomes a lasting practice. After a service standard is established there are five steps to take to make sure that it becomes part of the daily routine.

Step 1- Demonstrate The Standard and Explain to Staff-The details of the demonstration are critical.

Step 2- Have Staff Practice the Fundamentals of the Standard-Coach them through the performance.

Step 3- Ensure That Standard Can Be Met During the Prime Time of Service-Is it realistic?

Step 4- Check Up To Ensure Standard is Being Met-If You think it’s important your staff will also!

Step 5- Reward Staff for Achievement-If standard is being met or exceeded—Let them know at your next line up meeting.

 

 

 

Building Leadership Skills

 

Last month we talked about Passion for Service as an ingredient in our recipe for the successful leader.  We talked about this type of leader understanding the importance of serving others. This meant serving the staff as well as serving the needs of the guests. We discussed the most interesting aspect of a passion for service---it always seems to rub off on others who witness and experience it. This by itself is a good reason to create an atmosphere of serving one another within the operation. 

 

This month’s ingredient -Courage.  Courage is about having the guts to make a decision and not being afraid of the consequences of that decision. It involves believing in yourself to the extent that you are not afraid to make a decision, even if it isn’t the most popular decision. Courage also involves having the guts to allow others to make mistakes. It is about creating an environment where employees feel they can make mistakes and not be punished for it. What you as a leader gain when you have courage is the respect of your team and the self-confidence to continue to move forward. Next month—Selflessness.

    

Profitability Plus

 

Our next stop in the daily cycle of doing business---proper storage. Although not the most exciting area of the business it surely is critical when it comes to profitability. How are you doing on the following?

 

  1. FIFO-Rotation-First in First Out
  2. Less is Best-Keeping Stored Inventory Low-This is also a best friend of cash flow.
  3. Security-Master Key System-When was the last time the locks and the access list to all storage was changed?
  4. Large Items Stored at Entrance to Storage Facilities-It’s hard to put a 100lb. Bag of Uncle Ben’s in a gym bag.

 

 

Point of Profit Tip of the Month----Staying with our theme of storage—How quickly do things in your operation move from receiving to storage? Food should move as quickly as possible to secure storage after it has been properly inspected during the receiving process. Do a quick check up at your back door to see how long items be sitting around.

 

Take Home Idea of the Month

 

We received a lot of feedback on our discussion of having all new servers work every station in the house as part of their orientation and to ensure that they learn how everything is made so they can accurately pass it on to the guest.

 

This month we take that tip one step further and suggest that all new employees receive a history lesson about the operation. Not just a paragraph in the employee manual but a real presentation about how the concept was created, and how it evolved. Include a little background about the chef or the owner or other key players. Guests love to have this type of information and also like to know a little about the behind the scenes goings on. It makes them feel part of the place and more importantly--they love to pass this type of info on to others!

 

 

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Web Site of the Month----- This month’s selection is www.ontherail.com. Check out the section called “In the Weeds”. They explore lots of issues that are close to us in the industry. 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.

 

 

Points of Profit News is an online means of sharing information of interest to the restaurant and hospitality community. You are encouraged to send questions, make observations and share items of interest. E-mail your ideas, thoughts and contributions along with your name, address and phone number to: ron@ronyudd.com

 

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 www.ronyudd.com or email him at ron@ronyudd.com. His office number is 301-540-5791. Copyright 2001 by Ron Yudd.