Sales Training

As I was arranging the itinerary for my annual NYC restaurant-run, and it made me think about the restaurateur Keith McNally (Odeon, Lucky Strike, Pravda, Balthazar, Pastis, & Minetta Tavern).  In 2011, I met him at Minetta Tavern while having dinner. The kitchen sent out next day’s special for us to taste. The hostess gave us a “Private” reservation number for their restaurants then asked, “Can I make a reservation at one of our sister restaurants while you’re in town?”. Upon leaving the busboy exclaimed, “Hope to see you soon!”

What I didn’t realize then but understand only now is that every department in your organization is in sales. For example, HR is selling when they email an interviewed candidate who wasn’t hired, “Thank you for your interest in working with us. Please accept our small token of gratitude by bringing this gift card on your next visit”; or Finance is selling when they call an overdue account, “Thank you for your patience and we value our relationship”; or Marketing is selling when they send "Wishing you a Happy Birthday!" to a guest after they've celebrated at your establishment in the years to follow. With technology, it doesn’t cost you anything but time, as these communications are automated now.

Sales training is a powerful tool that every organization should implement for business growth. In order to exceed guest's expectation, determine what you want them to remember and spread about your brand, then design the training module to achieve that outcome. Remember the job of a leader is to sell the culture and vision of their company to each employee every day. 

Hope I’ve sold you to spring into action.



*Read Dr.Suess' Green Eggs and Ham - Learn the secrets to Sam I am's selling technique

"How is your Service?"

There is an imbalance between back-of-house (prep cook, line cook, sous chef) and front-of-house (server, busboy, food runner and manager) in Toronto's dining scene, particularly the level of care.

As many restaurants are owned by Chefs, it is no surprise that the culinary program is thoughtful, kitchen is state-of-the-art and the execution is with much care. 

Before each service (hours of operation), an army of line cooks spend hours meticulously preparing every minute detail for self pride and to please their Chef.  A kitchen is where they'll put in "practice time" to hone their skills in order to be prepared for "game time." To become a Red Seal Chef, you need to complete a minimum of five-thousand (5,000) hours in an apprenticeship program.  In essence, these cooks make the sacrifice and commitment towards their ten-thousand (10,000) "Gladwell hours" to achieve mastery in a field.  No wonder the media spotlight is always on Chefs and not on any General Managers.

Here is the imbalance; front of house staff do not go through the same rigorous training and constant practice in order to become qualified.  They are not held to the same high standards as back-of-house. Yet, a General Manager would allow an unqualified waiter deliver food to paying guests.  To add insult to injury, a waiter will routinely ask a guest, "How do you like the food?"  Does this not seem ridiculous? Shouldn't the Chef come out to the dining room to ask the guest, "How do you like the service?"

Perhaps this is the reason for a surge of Quick Service Plus restaurants that are food focused (local, seasonal and sustainable) with counter-service (essentially self-serve) removing the need for waiters. There are several concepts that are popular in the United States including Tender Greens, Lemonade, Dig Inn Seasonal Market, Joan's on Third, Chipotle and La Boulange. 

One can argue that the difference is in their career choice, that is, most cooks are interested in becoming Chefs whereas most waiters are pursuing another career.  But in the final analysis, it is about how much care you put into your work that matters, regardless if it is a temporary job or a career.

"So be sure when you step, step with great care and great tact, and remember that life's a great balancing act." - Dr. Seuss

The Single Diner

"Party-of-one please..."

Toronto has become more cosmopolitan where people are living in tiny shoebox apartments (600-sq feet or less) in the heart of downtown. Many of these one-person households are interested in working and playing in a social environment, as they want to interact with others. For example, coffee shops, shared offices, hotel lobbies and restaurants. You will often see them dining alone at the bar or at a table. They are everywhere in Toronto. Unfortunately, no restaurant has identified and cultivated this growing market segment.  This group are food enthusiasts, well-travelled, social and have disposable income.

In NYC, restaurants focus on the single diner by training their staff to provide attentive service. This includes remembering their name, having a conversation, serving extra items (i.e. food and alcohol) and, more importantly, introducing them to other single diners. These restaurants understand the power of emotional engagement. They have mastered converting a mere transaction into a meaningful relationship.

A smart industry leader taught me if you focus on a single patron who spends $2 for a cup of coffee, it can turn into a $20 lunch then a $200 dinner and ultimately a $2000 event.  But it all starts with the $2 coffee!  Similarly, this is how our "connection economy" works.  When you speak with one person, you are speaking to their entire network as well. The single diner has the power not just to add but multiply your business.

*Interesting article: Eating Alone? The new American diner flies solo

5 Best Service Restaurants in T.O.

"Cartwright four!"

2014 was another remarkable year in Toronto for new restaurant openings. Along the way a few restaurants closed as well, sadly. Moreover, established restaurants (o/a "Establishments") add another notch on their belt (aside from Sotto Sotto burning down on Christmas Day).

With the density of urban living increasing drastically, more savvy diners with disposal income frequent restaurants to socialize, feast and feed. Finally the need to make a reservation is a necessary evil, even several weeks in advance. Overall, the attention to guest service has improved in all segments (i.e. casual to upscale dining) in order to compete in a crowded market. To attract these discerning culinary adventurers, it is critical to combine hospitality excellence in a comfortable atmosphere with a unique food & wine program. However, the key to returning guests is Service.

Enjoy these 5 restaurants that consistently excel at serving their guests (not in any order):

1. Richmond Station
2. Colette Grand Cafe
3. Bar Buca
4. Dailo
5. Canoe

This was determined by considering the following criteria:

1. A warm welcome and goodbye;
2. Caring and knowledgeable staff;
3. Owner or Manager who genuinely engages with each table;
4. Consistency; and 
5. Attention to detail.

Thank you Torontonians and visitors for making the dining scene so exciting and competitive. 

*Note: Zagat - who is the only reviewer that scores Service separately, has scored a top mark of "27 out of 30" to George, Campagnolo and Scaramouche Pasta & Grill Bar.

Free WIFI

Fortunately, data plans are inexpensive in Toronto so everyone has one. Unfortunately, most businesses don't provide wifi for their customers in spite of the small expense. Worst of all, guests are reminded of this petty act when a mobile searches for local wifi to find only a locked version. Imagine if the bathroom on the main floor is reserved for employees only while guest bathrooms are inconveniently located in the basement.

Happy to report, The Chase provides a separate wifi network for guests.  They truly invest in hospitality excellence at a high level.  Richtree Natural Market at Toronto Eaton Centre offers free wifi for guests when they LIKE them on Facebook. They have incorporated it into their marketing strategy.

The old adage, Treat others as you want to be treated, is wrong. Treat others as they want to be treated. It is those small gestures that differentiate you from competitors. Guests won't return because the wifi was free, but it sends a strong message that you are committed to them.

Fat Pasha

It's important that I am transparent about Fat Pasha, we are friends with the Chef/Partner and the management team. However, my observations are based on others around me who are first-time guests and overall vibe at a restaurant opened less than two-weeks ago.

Fat Pasha is a comfortable 40-seat restaurant in the Annex with a team of friendly, passionate and caring staff. At this new Isreali-influenced cuisine (o/a "good jew food" according to their twitter page), they've already figured out how to deliver exceptional flavours with an equal attention to service.

I guess they understand the importance of retaining good staff by first valuing people. Not for just their hard work but also for their judgement. The team of FOH-BOH staff look more like friends than co-workers, which creates a happy and supportive working environment. In turn, they serve with passion.

Great job Anthony and team, Mazel Tov!

LESLIE NG INC.

We cannot be all things to everyone, not anymore.  Coca Cola is no longer the most popular soft drink. McDonald's is no longer every child's favourite restaurant. At the same time, being nothing to no one is even worst. Remember TiVo and Euro Disneyland. Be a few things to yourself first then others will follow.

Being different is what makes us special as humans. A scientific miracle really, one in seven billion! Embrace it by designing your own individual blueprint. Develop your personal values (inside) and own them by living out your beliefs to the best of your ability everyday.  Only then, develop your personal style (outside) and wear it like a badge of honour. Copying others just makes you average even when that tribe pretends to be different.

We are all the CEO of our own company, First and Last Name Inc.  When you realize this truth, you'd start by creating a purpose, a culture and goals that reflect who your are, just like you would for a business.

Easter is about new beginnings so hop along and get started.