Hitting the Nail on the Head

How To Create Vision (Restaurant Blog Now)

Probably the hardest skill to teach, and the one of the most vital to posess, is vision. Vision requires discipline in order to generate images of what you would like to become, both professionally and personally. This is an intensive process to determine which direction you want to go, and will require a little time and effort on your part. You can have a bad week and it is okay. Your goal for that week may be in jeopardy, but that won't stop you from reaching your destination, your ultimate vision or your picture of what you will be.

If your vision is to be the top restaurant in your district, for example, you will figure out that at the present time you are not qualified to do it. The answer would be..."what do I need to do to get qualified?". Map out specific checkpoints, or goals, and stick with it. The bigger picture will outweigh the short term disappoinments. The true pro knows it is just a matter of time and preparation before they reach their destination!

*V IVID- Your visions should be so real you can touch them, and write them down. Live as if what will be, already is!

*I NSIGHTFUL- Change happens when you have a need...either active or passive. (Have to change for health reasons, or need to change because you just desire more)

*S TRUCTURED- Vision must be put on paper...it is virtually worthless if it is not. Something happens when you write it down, your visions become more concrete. Roadmap checkpoints for yourself.

*I NTENSE- You cannot have a “half-hearted” vision. Develop a positive, beautiful vision of your life, or don’t do it at all. As Pat Riley said; “You’re either in or you’re out, there is no in between!”

*O NGOING- Persistence and determination are the keys. Edison failed miserably many times before he succeeded.

*N ECCESSARY- Change is inevitable...growth is optional. Jim Rohn says," The good stuff in life they keep on the top shelf. To reach it you must stand on the books you have read." Remember that this is one of the attributes that separate the pro from the average!

Motivation- You must be creating your dream or vision for the right purpose. Zig Ziglar said "If you help enough other people get what they want, you will get what you want!"

What Constitutes Good Service? (Restaurant Blog Now)

This is a question I agonize over every time I review a restaurant. It's hard to isolate what elements are brought to the table by the server and what can be attributed to training and the house style. For example, I've had very good and very bad service at the same restaurant. In cases like that, I feel like it's the waiter that brings everything; and it becomes clear there is little training. Some people want to be "friends" with their waiters; others just want the person to efficiently deliver the food and clear the table. How a waiter approaches and chats up a table could also be part of the house style.
Ironically, two of the best service I've had recently are from restaurants on opposite sides of the food chain.

In one restaurant, the staff are there at every juncture, almost appearing like magic; they seem to know when to approach the table and when to make themselves scarce. In this case, it's clear that they are not only veterans but adhere to a certain style.

Another restaurant has a rigorous training program for its staff, and much like the Ritz-Carlton, they have a certain approachable demeanor that's consistent regardless of who is working your table.
In addition, they do special things to accommodate the guests that might not necessarily be strictly classified as service, but gives the overall effect of making the customer feel special. If guests are sharing appetizers, the waiters volunteer to split the portion. If guests are paying separately the waiter prompts the guests if it is one check or if they wish the waiter to presplit the check for the table.

I'd love to know where you've had the best service, and what made it special.

Leadership Styles (Restaurant Blog Now)

Authoritarian (autocratic)

• This style is used when leaders tell their employees what they want done and how they want it accomplished, without getting the advice of their followers. Some of the appropriate conditions to use it are when you have all the information to solve the problem, you are short on time, and your employees are well motivated.

• Some people tend to think of this style as a vehicle for yelling, using demeaning language, and leading by threats and abusing their power. This is not the authoritarian style, rather it is an abusive, unprofessional style called bossing people around. It has no place in a leader's repertoire.

Participative (democratic)

• This style involves the leader including one or more employees in the decision making process (determining what to do and how to do it). However, the leader maintains the final decision making authority. Using this style is not a sign of weakness; rather it is a sign of strength that your employees will respect.

• This is normally used when you have part of the information, and your employees have other parts. Note that a leader is not expected to know everything -- this is why you employ knowledgeable and skillful employees. Using this style is of mutual benefit -- it allows them to become part of the team and allows you to make better decisions.

Delegative (free reign)

• In this style, the leader allows the employees to make the decisions. However, the leader is still responsible for the decisions that are made. This is used when employees are able to analyze the situation and determine what needs to be done and how to do it. You cannot do everything! You must set priorities and delegate certain tasks.

• This is not a style to use so that you can blame others when things go wrong, rather this is a style to be used when you fully trust and confidence in the people below you. Do not be afraid to use it, however, use it wisely!

A good leader uses all three styles, depending on what forces are involved between the followers, the leader, and the situation. Some examples include:

• Using an authoritarian style on a new employee who is just learning the job. The leader is competent and a good coach. The employee is motivated to learn a new skill. The situation is a new environment for the employee.
• Using a participative style with a team of workers who know their job. The leader knows the problem, but does not have all the information. The employees know their jobs and want to become part of the team.
• Using a delegative style with a worker who knows more about the job than you. You cannot do everything! The employee needs to take ownership of her job. Also, the situation might call for you to be at other places, doing other things.
• Using all three: Telling your employees that a procedure is not working correctly and a new one must be established (authoritarian). Asking for their ideas and input on creating a new procedure (participative). Delegating tasks in order to implement the new procedure (delegative).

Inventory Day (Movie Day)

Restaurant Discounted Gift Certificates (Restaurant Blog Now)

During this current recession, I am practically fighting for business.  I have probably spent more time in the last month finding creative ways to entice guests to come and eat in my restaurant.  I am running such specials as 1/2 price appetizers and bar specials on certain beers and wines.  At the same time, I have to constantly remind my staff that guests that walk in our doors are giving us a chance to WOW them.   Before every shift, I encourage my staff to behave like it is a privilege to wait on these guests because if they have a bad experience, they will not be back.  I have had a lot of luck advertising through the link below.  This is a great way to stretch your dollar and still have an enjoyable meal.  I also like to use it when I am traveling.  You can search a certain city and purchase discounted gift certificates to restaurants for use while you are in that city as well.  Happy Dining!

Searching For Bar Sales (Restaurant Blog Now)

There are two main areas GM's dissect in order to generate sales in their restaurants, food and bar. The bar is one area you can constantly tweak in order to provide specifically what your guests demand. Let's face it; the guest drives our buying experience when purchasing alcohol. It is up to us to fulfill their specific demands. It complicates matters somewhat because you want to pair or link in some way your beverages to your food in order to increase both food and bar sales. One way I found to do this is to find wines that would pair well with my current food promotions. This is the fun part; I started sampling wines from various vineyards until I found perfect matches to compliment my menu. This in turn, raised both my bar sales and food sales. The key is having 3 to 4 specific pairings and promoting this as a suggestion to the guest as other guest favorites. Below are links to places that I have been ordering from for over 2 years now. All of these wines have been chosen by experts, and most importantly, voted on by panels of wine drinkers. It's the easiest way to try new wines with confidence. These are also great places to add change to your own personal selection as well.

To Tip or not to Tip? (Restaurant Blog Now)

The number one complaint you hear from servers and bartenders is the low tips they are receiving lately. No matter how many times you hear this, as a GM, you always have to be compassionate. Some managers like to turn it around on the server and tell them that if they gave better service, then their tips would probably increase. I am sure the state of our current economy plays some part in this, but mostly I feel that the majority of people do not know how to tip. The majority of the servers in the state of Texas make $2.13 an hour. Not to mention, the majority of restaurants in this state have a tip sharing policy where the servers give a portion of their tips to the bar staff and host staff at the end of their shift. People often ask what I as a GM leave as a tip when I dine out. My answer, 25%. People do not realize that for every table that comes in and does not tip, it takes normally takes two more tables of good tips, for that server to break 10%. Remember this when you visit your favorite restaurant next time. Servers are human beings just like you and unfortunately their pay depends upon the show they put on for their guests during a short period of time. Just because you have a bad experience at a restaurant, this does not justify you cutting a servers pay in half. Think about it, are you positive, upbeat and enthusiastic every second of every day that you are at work?

GM or GU? (Restaurant Blog Now)

I often find it funny, whenever a situation arises in the restaurant pertaining to unusual mishaps, everyone turns to the GM to go and clean it up.  In my restaurant it is no different.  The other day, I was running the dining room when I noticed an elderly man walking extremely slowly with a walker.  It appeared that he was trying to make his way to the bathroom.  I noticed as he passed by, his adult diaper was sticking out the back and remember reflecting that I hope my wife never allows me to make such futile attemps when I get older.  A few minutes later, I noticed the man making his way back to the table.  Not two minutes later, a guest informed me there was, as he put it, "Poop on the floor".  I sent the other manager in and he came out gagging.  I knew this was going to get interesting.  I told my manager to go and get a dust pan and a broom and we would try and get rid of the situation before any other guests made their way to the bathroom.  My manager returned with dish gloves, trash bag, broom, dust pan and air freshener.  After five minutes of trying to put the pucks in the goal, and multiple gag reflexes going off, we disposed of the situation with only one guest witnessing the hockey match.  Sometimes I think I am just an overpaid GU (General Utility aka Dishwasher).

Guest Perception (Restaurant Blog Now)

A guest's perception of a particular restaurant happens before they even open the doors to your restaurant.  Guest's probably have 20 or more options as far as where they would like to go for lunch or dinner.  They have either never tried your restaurant before, tried it before but had a bad experience a while back or had a great experience last time and would like to relive the moment again.  Employee's of the restaurant industry do not understand that guests are giving us a chance to make their dining experience a great one and frankly this is what this guest expects to happen.  From the moment they walk in the door the guest is keeping score in their minds.  Did someone greet me right away (-1 or +1)?  Did I sit at the table longer than 2 minutes before I was greeted (-1 or +1)?  Did the server treat us like we were a guest in their own house (-1 or +1)?  Was the food expectation that we had before we walked in the door met after our meal was complete (-1 or +1)?  It is the restaurants that instill this vision within their staff, that will survive the current economic climate.