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| Points
of 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.
Please feel free to tell a friend or
associate about our free newsletter and web site. They'll
appreciate it and so will we. They can subscribe by visiting: www.ronyudd.com/newsletter.shtml.
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Welcome to all our new subscribers. Thanks for joining us in our restaurant and foodservice adventure. Back issues of Points of Profit News can be found at: www.ronyudd.com/resources.shtml.
Thought of the Month-The Real Lunch Ladies |
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Thought
of the Month
This past Sunday's Washington Post Magazine (September 1, 2002) had a "first person singular" story written by Lena Purifoy, food service manager for the Alexandria (Virginia) City Public Schools. The first line caught my attention-"I am very proud to be a lunch lady". Ms. Purifoy, a 25 year veteran of serving youngsters went on to talk about how she had the opportunity to make the kids' day a little bit better. She would see them come through the line and notice when something wasn't right. She would ask--why aren't you smiling? She would get them to smile and felt good that they could come to her for help when they forgot their lunch or were a little short on lunch money. She talked about her own children being proud to introduce her as the lunch lady----"That's my mom, she works here", her kids would say to their friends. Other kids would ask if they could call her mom. Ms. Purifoy tells of her husband passing away several years ago and that she buried him on a Wednesday and she was back to work on the following Monday and how important the children's smiles were to her.
So to Ms. Purifoy---in a day and age when we often see lunch ladies as the punch line of
jokes-thank you for 25 years of chicken patties, Tater Tots and pizza and--------- oh yes--------thank you for all the smiles you put on thousands of our faces. Can I call you mom?
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Leadership
Legacy Audio Program"
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Master
the Skills to Lead, Inspire and make a Difference |
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Master
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cheerleading. You will learn practical leadership skills that can be
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profitability, build service excellence and help develop future
leaders within your staff. Master the skills to lead, inspire and
make a difference. This is our most requested audio tool from those
that attend our keynote and seminar programs. A great gift for every
young and developing manager. Sales from all our professional growth
tools go to support our Leadership Cares initiatives. Click on www.leadershipcares.org
to learn about our activities. . |
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Learn about our
full line of audio tools by <<clicking
here>> |
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| Special Thank
You - The Leadership Cares Golf Classic
on August 12th was a great success, raising funds for our outreach programs. Special thanks to Lynne Breaux of the Metropolitan Washington Restaurant Association, Brian Handleman of Maryland Turf Caterers, Michael Sternberg of Sam and Harry's and Chef Roberto Donna of Galileo's for their support. Thank you also to Bretton Woods Country Club for a great event and an incredible lunch buffet! Our mission next year will be to replicate this in other cities around the country. We're looking for partners so anyone out there in the industry that wants to join us in our mission please drop us a note. We're thrilled that young people in our industry have joined us |
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On
the Front Lines of Service
This month more on teaching the five C's of Customer Service:
Comfort-Consistency-Confidence-Convenience-Courtesy
Take a look at back issues on the web site for a refresher on the 5 C's: www.ronyudd.com/resources.shtml.
The best way to teach the fundamentals is still to have the staff "do" the fundamentals. Three quick tips for the next
line- up:
1. Teach staff to create comfort for the guest by making sure they ask the guest if this is their first visit. Often times on the guest's first visit they are overwhelmed and a little intimidated with all that's going on. Create comfort by letting the guest know that you (the server) will walk them through the meal and help make the right choice for them. Teach staff that guest comfort leads to higher check that then leads to higher gratuity!
2. Make Q and A during the line-up fun, by turning it into a competition. Create quizzes about the ingredients and preparation methods so the staff can gain confidence with the product information that they will convey to the guest. If the staff has fun learning--they will retain the important information. Make sure the prizes are real!--Coupons, first station to close, and free side work passes are a few that are effective.
3. Each line-up select a "Concept of Courtesy" and have staff conduct a role play. How to step in at tableside, the sequence of taking the guest's order, remembering names and preferences, and handling the departure are a few to try. |
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Building
Leadership Skills
Last month we explored ideas on
learning to prioritize and getting things done! Here are several more on this
Hands on Leadership concept:
1. Map Out Your Day-Create a working list of the top five things you really want to accomplish during the day. Then put them in their order of importance to you. Then put them in the order of importance to your staff and guests/customers. This will help you shape the final order of attack. Don't panic if you don't get all five things accomplished. Transfer what didn't get done today to tomorrow and keep on plugging.
2. Map Out Your Time-Treat your time on each item or project as if you were on a once in a lifetime vacation and you had to experience all of this vacation in one day's time. This mind set will help you protect your time and treat it with more respect. This also helps to create focus and will facilitate concentration on the mission at hand.
3. List Your Time Wasters-As a reminder of the value of budgeting your time take one day and list all of the time wasters that you experience. Record the actual time they take away from the task at hand. See if you make some interesting discoveries about how you really use your time.
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Profitability
Plus
We're repeating last month's
Point of Profit because of the feedback we received.
Recruiting:
1. Superstars hang with superstars-Use your top players to help recruit those they hang with.
2. Attitude-Attitude-Attitude-Look for the “smile” first and then the experience. Attitude is everything at all levels.
3. Review the process-If filling out an application and getting an interview is a hassle-forget about any chance of hiring good people.
Retention:
1. Simple concept—the best in our business-take care of their people so their people can take care of the guests.
2. Tools-another simple one-but we’re continually surprised on how often we see this. Level of supplies, training, good communication—these are tools that the staff needs to be successful and also create a hassle when they are in short supply. Interesting note here-the most effective leaders at the unit level are those that are the best “tool givers”—they make sure their staff has what they need to get the job done.
3. Opportunity to make a difference-all it takes is for one suggestion from staff to be implemented and they immediately feel they are important to the success of the organization. Listening to Staff=Higher Retention Use these 3 and 3 as a
Report Card in your operations. Send this list to your managers and supervisors and have them report back about how they are doing in all six areas. |
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Do
you have a coach? Take a look at our One-on-One Success Coaching
Programs
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Increase the chances that you will reach your personal and professional goals. Check out this popular way to stay on course for building personal and professional success. Click on
www.ronyudd.com/1on1.php.
We have three levels of personal coaching services available. |
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| Take
Home Idea of the Month |
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Community
Involvement-Windows of Hope Fund
As we approach a tough anniversary next week we should be reminded of those that may have faded from the front pages but are still very much on the mind of our colleagues. Our industry also took a human hit last September. The Windows of Hope Fund works to provide financial assistance and future scholarships to the families of those lost in the tragedy of the World Trade Center that worked in the food, beverage and hospitality industry. They currently are helping 125 families with over 150 dependent children. The Fund works to provide health insurance, scholarships, literacy training, financial counseling, grief counseling and other critical services. We can mark next week's anniversary by providing hope for others. We can focus on hope and the future of these families and their children. Please visit
www.windowsofhope.org to find out how you and your organization can get involved.
Our other reminder----let us know what your doing on our mentoring challenge. This is the year of mentoring a young person on your staff with the goal of sharing your wisdom and experience.
Remember young people are not our future---we are their future.
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Web
Site of the Month
This month we offer two sites for exploration. The first is
www.culinarycafe.com. This is a great site to explore and simply get lost in. Take a moment to check out their Techniques category--a great resource. Plenty of recipes also and a lot to learn on this interesting site! The second recommendation is
www.hcareers.com. Anyone starting out to learn about the opportunities in our industry this is the place to visit. Research industry job openings and careers all over the world. Enjoy the adventure! |
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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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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 |
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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 www.ronyudd.com or email him at
ron@ronyudd.com. His office number is 301-540-5791. |
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