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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. |
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Welcome
to all our new subscribers. A special welcome to our new subscribers
that signed up at the Florida Restaurant Show and at our recent New
England Club Manager's program. Thanks for joining us in our restaurant
and foodservice adventure. |
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Thought
of the Month
The
stories continue to come in about the extraordinary people in our
industry that have given of themselves to help others during the
interesting times in which we live. Food Arts Magazine (September
2002) featured a brief story on Executive Chef Tom Hurley from Lush
Restaurant in Portland Oregon. Tom, a retired firefighter, realized
his dream of becoming a chef by attending and earning a diploma from
The French Culinary Institute in New York City. While studying
in New York he befriended the firefighters from Rescue I in Manhattan.
Immediately after the September 11th tragedy Tom flew to New York
and cooked for several weeks at their firehouse also giving the gift
of friendship and support. Since returning to Portland he has raised
over $70,000 for the NY Firefighter's Fund. My favorite line of the
story is-----"in the selfless firehouse mode, he insists on
wanting no personal credit". Tom----thanks for your genuine
selflessness and maybe the credit can be replaced with the influence
you have had on others! I hope this finds it's way to you.>> |
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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
the three C's of leadership-communication, coaching and
cheerleading. You will learn practical leadership skills that can be
immediately applied in your business. Explore the recipe for
leadership by learning the 12 ingredients that enhance
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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On
the Front Lines of Service
This
month a couple of quick thoughts on creating Service Standards that
work. The key to developing service standards is to make them
measurable and super specific. For instance, you can't
say----"our service standard is that we will deliver fast and
friendly service"-----won't happen. If you say that we will be
tableside within 1 minute after the guest is seated and we will
greet the guest in a friendly and personal manner you have something
to work toward and build on. You also have something you can start
to measure. The
other key to service standards is to recognize that they are fairly
easy to develop, but difficult to ensure. The only way to make them
really happen is to be constantly measuring and coaching. Measure
the actual performance against the established standard. Note that
the house that consistently deliver great service measure and coach
at every opportunity. |
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Building
Leadership Skills
This
month's focus is on the value of mentoring. We believe that the
level of profitability is directly linked to the amount of mentoring
that is going on at all levels in your operation. Mentoring is not
just a manager's function. it can be done by senior members of the
staff, those with a special skill or talent or those that have shown
some leadership initiative. The challenge for the leader at the unit
level is to identify those that could be utilized as mentors.
Five
Keys to Successful Mentoring:
1.) Mentors
act as a guide, teacher, coach and trusted counselor--effective
mentors must be selfless.
2.) Mentors
are masters at focusing the energy of those they are helping. The
keep their mentee on task.
3.)
Mentors help build a path toward success. They hold the flashlight
steady so others can see the way.
4.) Mentors
are masters at listening. They facilitate solutions and suggestions
based on what their mentee says.
5.) Mentors
project confidence in themselves and build it in others. Take
Home: Teach and discuss one of these concepts at each of the
next five manager's meetings in your operation. Also note that
operations that promote and practice mentoring at all levels of the
operation have a lower rate of turnover. Interesting! |
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Profitability
Plus
This
month's Point of Profit is about interviewing prospective employee.
Operators can save money, reduce hassles and thus enhance profit by
doing several simple things when interviewing prospective employees.
Three simple techniques to consider:
1.
Be quiet (this is a tough one for me) The interview is not a time
for you to give a seminar on the restaurant. It's a time to listen
to their story of service and listen to them speak about their
experiences.
2.
Look at their eyes to see if they light up when they tell you their
story. Do they get excited when they tell you about their most
successful service delivery or when they talk about the favorite job
they had. We can learn a lot from their eyes by opening ours. 3.Don't
read back their application--confirming what they wrote
down---Pretend you are a detective trying to fill in the blanks of
their background. Ask questions that require an explanation and a
path to how they really feel. |
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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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| Leadership Cares |
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The
Leadership Cares Challenge
Here's
the challenge. Leadership Cares this Thanksgiving is providing food
for 260 families in need in the Washington D.C. area. The program
has grown from 16 families in 1998 to 134 last year and as we all
know the need continues to grow. We need 260 12-14lb. frozen turkeys
for delivery on Tuesday November 26th, 2002. If my calculation
skills are still working that comes to about 3,400lbs.--if the raw
cost is around .90cents per pound the total amounts to around
$3,100. So there's the challenge---we need our industry friends to
step forward and help us out this year. We've got the young people
involved as volunteers and now we need the goods! Whether you can
help us with dry goods, fresh rolls or even 260 frozen pumpkin
pies---we need to hear from you. Check out what we are up to at www.leadershipcares.org
and drop us an email through the web site.
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| Take
Home Idea of the Month |
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Community
Involvement
We
heard from our friend and industry leader Stephen Michaelides (Words
Ink) recently about how the independent restaurants can survive and
thrive in tough competitive times. Don't lament---get involved!
Genuine involvement in community based project helps to further your
unique brand and puts your operation at the top of mind in the local
community. Stephen, who serves on the board of the Council of
Independent Restaurant, told us about a recent charity event in
Cleveland where 21 of the 22 participating restaurants were
independents. Stephen reports that guests and potential guests will
choose to visit a business that they perceive "cares"
about and is directly involved in the community. Also---think about
the type of managers you create when they are involved in using
their gifts and talents to make a difference. Thanks Stephen! Hope
things are going well in your great city of Cleveland.
One
more take home idea as a 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’s
web site suggestions include an endless professional adventure
brought to you by the University of Las Vegas--visit www.unlv.edu/tourism/catres.html
and let the journey begin. Plenty on this site for everybody ! Also
take a look at www.pastarecipe.com.
It's not a restaurant site but has some very creative stuff. If you
love pasta--this is worth a visit. The recipes under" red
sauces" really got us thinking and cooking. Bonus---Visit
of re-visit the book "Built to Last by James Collins and Jerry
Porras (Paperback-Harper Business) visit www.harpercollins.com.
This book has been around for awhile but if you are looking for a
great resource as you work to build a lasting and effective business
or organization it's worth the time. |
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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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