René Redzepi introduces his new book, A Work in Progress

Happy New Year TO

Answer this question before Tuesday December 31st, "What needs to happen in my life in 2014 that would make me feel accomplished?" Write it down in your 2014 Journal. Read it everyday and make notes on a regular basis. Inspect what you Expect is the habit you want to create.

Then plan backwards by designing steps you must take on a monthly, weekly and daily basis in order to achieve these goals.

For example, if your goal is to make your business have a 100% higher staff retention rate than 2013 then make your employees priority before customers, community, suppliers and partners. Create an environment that would increase positivity, projects to inspire each person on your team, programs for learning and be diligent in providing work/life balance for every staff member. Learn from other industry leaders (Fortune 50 companies) that shine in this area and emulate them.

This exercise does not take more money but it does require more of your time. "Sharpen your saw" before your swing away in 2014.

I wish you much success.

Merry Christmas TO

Though Christmas is just another day, be mindful of why this day is important to you. Set your intentions as you wake up before unwrapping presents or wishing holiday cheer to friends and family. What is the point of putting so much stock in one day if you don't know what you want out of your day.

For so many in the GTA without lights, I suspect "All I want for Christmas is Electricity!" So let me wish you a Merry Christmas (or as my father-in-law started saying MELLY KRIMO) and hope this little cheer brightens your day: Late Night with Jimmy Fallon

Best Service in TO - Dec 16-22

It was an exceptional week for remarkable service when I received a phone call from Platis Cleaners (King E. & River St.) offering me a $25 credit to return as a missed and valued customer. A lady from head office apologized for the "muck-ups" by the previous Franchisee (who has been replaced now) and is eager to smooth things out. I told her we are happy with our current dry cleaner so she suggested to use the credit in the future for a larger order like a duvet or curtains. Good idea!

Saturday date night at Jacobs & Co. Steakhouse was a treat because they prove time-and-time again that they are The Best Service Restaurant in Toronto. To be specific, Jacobs' unique focus in combining outstanding product (aged meat, Caesar salad table side & unique wine list), a warm atmosphere (modern steakhouse) with caring service (every team member including GM Robbie) is what makes them unforgettable. The owners' unwavering commitment to Hospitality Excellence, especially when they opened at the beginning of an economic meltdown in 2007, is now unquestionably paying off with a consistently full dining room and piano bar/lounge seven days per week.

Roosters Coffee House (Broadview & King St.) have decided that their differentiating factor was atmosphere and service since they were not championed baristas or coffee roasters, but instead concerned neighbours living in Riverdale. Their staff are exceptional people who've made a concerted effort to remember every name, anticipate every need and serve with a genuine smile. That is Hospitality!

Bravo to you and thank you for making my week.

Anticipate Problems

Every time I speak to an industry leader who has a horrible day due to the POS system crashing during service, it makes me wonder why they aren’t more proactive in preparing for such an occasion.

In my favourite restaurant movie Dinner Rush with Danny Aiello, there is a scene where a sudden blackout in the restaurant is handled incredibly well by the staff. By storing long dinner candles in an accessible place where every staff member knew where to find them, they were able to respond quickly by placing lit candles on the bar and on every table throughout the restaurant to illuminate the room. In the same scene a regular quips, “They always make such a fuss every time I come here!”

All businesses encounter emergencies and yet successful operators are those who anticipate problems and provide solutions in advance. Be proactive by creating an operational system that handles all crisis scenarios and have your staff practice these drills over-and-over until it becomes second nature. Then you will avoid embarrassing situations and are always prepared to win over staff and guests.

Inconvenience Store

Achieving success in any part of your life requires stretching out of your comfort zone by doing the things that are not convenient and when you don’t feel like it. This is simply the difference between successful people and everyone else.

If you want to make a change in your life, start to choose the opposite action to what you’ve always done in the past. Here is what I mean:

Snooze Button or Sneakers
Entertainment or Education
Walk or Drive
Processed Food or Raw Food
Interested or Interesting
Listen or Be Heard
We or Me
Take Action or Bury Head in the Sand
1/2 Full or 1/2 Empty
Purpose or Profit

Nothing in life is worth achieving if it isn’t difficult. Use this as your litmus when you write down your 2014 goals.

Office Christmas Party

This is my favourite time of year as I love seeing restaurants full and hotel lobbies bustling everyday of the week. Sales are up and spirits are high.

During the month of December, the hospitality industry welcomes a spike in business with holiday parties and celebrations. Each business ramp up staff, create special menus to reflect the holidays and raise prices to meet the demand. Fortunately, service also increases to complement business. Operators consciously take this assertive approach to win guests and build loyalty for the upcoming lean months.

Providing Service Excellence isn't a "sometimes" behaviour but should be an "always" objective. Treat your interactions with each guest as a chance to build relationship and not a mere transaction.

Now spread that holiday cheer in the office and remember to celebrate your people throughout the year as well.

Lola Love

I was invited to a friend’s restaurant opening on Monday night called Fonda Lola. The partners of this 40-seat Fonda (bistro) share many things in common including an archetypal culinary influence named Lola (Andres' Grand Aunt and Ernesto's Grandma).

Team Lola represents a group of young restaurant operators in Toronto who share their love for food and wine, DIY atmosphere and genuine care for their guests. They work endless hours to perfect a unique dining experience for a small tribe who are invested in their offering. Every small detail from décor to menu item (food and alcohol) was joyfully and methodically created to honour their travels and family history. Moreover, they are delighted to share these stories with you.

I suspect that this was Lola’s hospitality.

BTW - A row of bloggers were elbowing their way to snap pictures of the food at the bar like a pack of paparazzis watching a Victoria Secret runway show. It was a unique experience to witness!

TO Traffic

As the density increases downtown with more people driving, the act of sharing and caring are at a deficit. Frustrated drivers are quick to honk their horns, angry TTC passengers rush the door without letting others out first and defensive cyclists ready to scream expletives at everyone including pedestrians. Unfortunately we've fallen ill to this horrible epidemic.

What we need is to be reminded of the childhood lessons to share and care for other people. Similarly, children who scream and cry in the sand box and hog all their toys get a timeout as this behaviour is not acceptable in society.

Putting signs on the road is a start. We seem to obey Stop signs, warnings signs that our speed is above limit and highway signs that read "Please Share the Road." Imagine leaving your house ten minutes early to anticipate an accident, construction or that you'll be letting other drivers go ahead of you.

It is natural reaction to feel happy when you are kind to others because you are being kind to yourself. Let us make kindness not a random act but our intention everyday.

Is Being Comfortable Enough For You?

Being comfortable seems to be our goal even though it isn’t the best representation of who we are. Comfort food is usually heavy, your comfort clothes are reserved for weekends and being in your comfort zone is usually in private.

According to Tony Robbins’ Six Human Needs for Fulfillment (security, insecurity, love & connection, significance, contribution and growth), the first two are in paradox. When you feel secure all the time, you get bored. So you need some insecurity (adventure, excitement) in your life to feel fulfilled.

Imagine a pendulum where the equilibrium point is where it is still. Move the bob to one side (action) will cause the pendulum to swing to the other side (reaction). Imagine your life always in 15 degrees of swing for this is where you feel secure. As you know, there is nothing remarkable about being in this position so it becomes boring. To become extraordinary, you must move the bob 45 degrees out of your comfort zone to experience massive failure so it has the chance to swing to the other side to achieve massive success.

Now examine your personal and professional life to see how you can put in full swing.

CNN Heroes 2013

I stumbled upon CNN Heroes 2013 Awards Presentation mistakenly when my PVR recorded this show instead of Anthony Bourdain's Parts Unknown. The top ten Heroes are selected by CNN's global audience. Each receives $50,000 and free organizational training from the Annenberg Foundation, a leading supporter of nonprofits worldwide. The Heroes will participate in a customized version of the Annenberg Alchemy program, which offers practical guidance to help strengthen organizations for long-term success. The Hero of the Year receives an additional $250,000 to support their cause. This is the seventh year CNN has conducted its annual search for CNN Heroes.

If our duty is to focus on environmental handprint then it is the duty of media companies to offset their daily dose of poison by broadcasting more positive, happy and optimistic news.

In the spirit of being more like an One Minute Manager, that is, "Catch Them Doing something Right!" Thank you CNN for sharing the stories of these top ten Heroes.

Pay it Forward

I was introduced to Shel Silvestein's classic "The Missing Piece Meets the Big O" over ten years ago but with all great lessons in life, timing is everything. You've heard of the ancient saying, "When the Student is ready, the Teacher will appear."

It had such a grave impact in my life that I'm hoping it will do the same for you. Where ever you are in life, identify the lesson that applies in both your personal and professional life. Don't just gloss over the book and think you cannot learn from it now. Even if you've read the book before, read it again then share it with someone else.

Now watch how many people you've inspired. Enjoy Saturday.

**click here to watch on You Tube**

TO's Achilles' Heel

When you speak to Torontonians about being world-class, a common answer is, "We've come a long way but still two-years behind other cities like New York and Miami." Regardless whether this is true or not, we need to stop comparing ourselves and instead identify our own strengths to build from within. Otherwise, we'll go in circles trying to chase our own tail. Do you think Douglas Copland thought in his early years, “I’m two-years behind Damien Hirst” or Drake telling his friends, “I’m two-years behind Kanye”?

Tim Hortons' slogan in the early years was “Your Friend Along the Way” before becoming, in recent years, “Always Fresh.” They won the hearts of Canadians one small town at a time. Now Tim Hortons have become an International brand.

One needs to recognize that Canada’s best assets that have gone on to become globally celebrated brands are a result of being authentic, focusing on their differentiating factor and mining their talent. In doing so, you’ll realize that we are not behind but exactly where we’re supposed to be.

Too many options in TO?

More options breed more competition, which benefits the consumer and hopefully attracts more of them. However, there is a point when all these options blur into general categories like trendy, romantic, upscale, fun and “rated best of...”.

In a free market society, businesses that differentiate themselves are most talked about and become everyone’s “Favourite Place” but this requires long-term vision and commitment. It doesn’t happen over night. Moreover, it wasn’t created for everyone.

In Danny Meyer’s case, Union Square Hospitality provides Enlightened Hospitality first to their staff, then to customers, community, vendors and finally investors. The Four Seasons Hotel pride themselves on high-touch and “deeply instilled ethic of personal service” to satisfying the needs and tastes of discriminating customers.

All the Toronto businesses that have had a long run and are still successful have these ingredients in common: a dash of consistency, one dollap of authenticity, sprinklings of personalized service and a heap of genuine passion.

Will TO hospitality survive?

Toronto is an impressive city especially driving into the downtown core with its expansive skyline of skyscrapers, condos and sports facilities. Visitors always remark on the vast number of cranes that are busied with construction projects reminiscent to major cities in China, Korea and UAE. We have world-class hotels, restaurants and entertainment yet they are not busy for the majority of the year. Torontonians like to hibernate from January to March and disappear to cottage country from May 24 to Labour Day.

So what will it take for Toronto to become a world-class city? The answer is Service.

For starters, a public transit system that is dependable so you'd feel comfortable leaving your car home, a far more efficient highway system, teamed with cabs that are more affordable and airports that connect to the city more conveniently. Then a caring service culture in every business so we never stay away for too long.

In a city that is winter seven months of the year, we need more warmth.

Power of Words

In Kevin Hall's book Aspire, he examines the Power of Words in relation to selling. The ability to lead a team, communicate and sell is limited by our vocabulary. I was first introduced to Kevin Hall through an audio interview by Darren Hardy for Success Magazine January 2011. He quips, "Words can sell, words can repel, words can lead, words can impede, words can heal and words can kill"

In the interview, Kevin spoke about two words that are most misunderstood but are critical to become an outstanding salesperson:

1) Passion is from the 12th Century which meant "path of suffering" and not necessarily today's interpretation "love". Passion is not about starting but is about finishing. Starting is easy. Finishing always requires sacrifice. Are you willing to suffer for what you love?

2) Humility comes from humus (rich dark organic soil that allows for growth) and not humiliation (subservient, hiding our gifts, weakness and meekness). Having humility is being teachable, coachable, always learning and sharing to honour the giver of gifts. Recently I learned the difference between Pride and Humility. Pride is concerned about WHO is right. Humility is concerned about WHAT is right.

How can you have more Passion and Humility in your life to benefit your customers? Enjoy Sunday.

P.s. I'm looking forward to reading Aspire and providing a book summary that relates to hospitality.

IQ, EQ & HQ

In most industries, only 25% of someone's long-term success in a career position is determined by their IQ (Intelligence Quotient). We would assume then a person's EQ (Emotional Quotient) attributes to the rest. But in our industry, we must consider the importance of having high HQ (Hospitality Quotient). HQ is when someone gets real satisfaction from pleasing and caring for others with no expectation in return or hidden agenda. In fact possessing HQ is more important than IQ, as all hard-skills can be learned while HQ is innate.

Here are some interview questions that determine a candidate's HQ level:

1) Comment on two reasons why you think the hospitality industry chose you.
2) What was your first hospitality experience that stood out?
3) Comment on the time you sacrificed in order to help someone else.
4) What is your trade secret to make a guest feel special?
5) What key advice did you learn from a mentor that you impart to your team?
6) Comment on your proudest guest satisfaction/interaction.
7) What is your knee-jerk reaction when you run into a customer who remembers you from a previous restaurant?
8) Comment on the last time you had a remarkable customer service experience. Did you report it to their employer? Why?
9) Do you enjoy hosting friends or being hosted? Why?

Stop blaming the staff's work ethic, common sense or integrity. Perhaps you are asking the wrong questions and hence hiring the wrong people. You cannot train people to be happy, just hire happy people.

Hope this helps.

*I believe the term HQ was created by Danny Meyer. In addition to Union Square Hospitality Group, Danny Meyer is a partner in a consulting company called Hospitality Quotient

Focus

(Summary) Focus by Daniel Goleman

As I read books/articles that are relevant to your business, I'll summarize them specifically for the hospitality industry as "Coles notes".

With our busy lives filled with multiple attention-robbing devices, our focus is at a deficit. In Goleman's book Focus he asserts, "Getting a job done well requires applying concentration, for instance, while creative insights flow best when we are in a loose, open awareness. Our focus matters immensely in everything we do: the better we can pay attention, the more excellent the results – again in everything from learning to leadership."

According to Goleman, the three types of focus includes:

"Inner" focus includes being self-aware and self-disciplined. Controlling the inner voice is key, as our wandering minds and self-talk are more dangerous in diverting our attention than any other noise surrounding us. Practicing mindfulness (meditation and breathing) will help reduce stress and control your attention. Also, spending time on acute-focus activities (e.g. basketball, yoga, rock-climbing and tennis) helps build the right muscles in your brain and rejuvenate your focus at work.

"Outer" focus is being empathetic towards others. This is the number one skill for leaders right now and in the future. Stephen R. Covey's book, "The 7 Habits of Highly Effective People" have been prescribing this philosophy since 1989. Practice the mindset of understand before being understood towards your staff and customers to achieve a higher outer focus.

"Other" focus is taking a 30,000 feet view of your business and being strategic about how to be different. Steve Job's philosophy of "The ultimate sophistication is simplicity" was his winning strategy for Apple, that is, saying no more than saying yes.

Your attention is diverted in multiple places the moment you wake up by "putting-out-fires". You should be known as the CEO of your business, that is, Chief Emergency Officer. We were led to believe that multi-tasking is a premium skill set but Goleman suggests that by single-tasking, that is focusing on one specific task at a time with no disruptions, we'll become far more productive. Studies have shown that every time we "switch" our attention from one task to another, it requires 10-15 minutes to refocus on the original task. Think about all the distractions each day, from social media, text messages, phone calls, staff, suppliers, customers, bank to accountants. Before you start your day, make a list of things you need to accomplish and how much time to complete each task; stick to it. The idea is for you to become more proactive and less reactive to the firefight-of-the-day.

Anticipation

There are a few things in life that you'd look forward to on a monthly or annual basis. For example, Christmas mornings, vacations, your surprise party, changing color of leaves, Food & Drink’s Holiday Issue or Vogue’s September Issue, and memorable dining experiences.

Living in a bustling city like Toronto, eating out is pretty commonplace whether it's for lunch, brunch or dinner. So becoming someone’s favourite spot is an incredible honor, a worthy goal to pursue. The secret ingredient is equal parts of product, service and atmosphere. Since service has more touchpoints than product and atmosphere (that is, contact with your guest) it requires more of your attention to perfect. Your guests are anticipating their next symphonic dining experience. This will be your differentiating factor in becoming memorable.

You know the song from the classic ketchup commercial, “Anticipation is a beautiful thing!” It truly is.

Being Grateful

We should celebrate life more regularly, not just on your birthday or only on holidays but every day. Start by being grateful of your life, realize that you have it really good and not just compared to those who have less than you.

Try practicing an "attitude of gratitude" every morning by thinking about you being You – different and authentic. The chances are one in six billion and biologically one in twenty trillion, WOW! When you start your day celebrating the fact that you are a miracle, you’ll set an unstoppable momentum towards having an incredible day. Only then will you be grateful of everything around you including people and business. This is the key to happiness.

A wise man said, "It is your attitude not your aptitude that determines your altitude"

Enjoy Sunday.

Danny Meyer

For the majority of industry folks, Danny Meyer is a mentor who is synonymous with Service Excellence. Enlightened Hospitality is the foundation of his business philosophy where "Hospitality is present when something happens for you. It is absent when something happens to you. Those two simple propositions - for and to - express it all".

Of course, my ultimate goal is to have him as a contributor/service coach on my blog. But for now, you must read his book Setting the Table. In the book's Introduction, there is a paragraph that truly resonates;

"Within moments of being born, most babies find themselves receiving the first four gifts of life: eye contact, a smile, a hug, and some food. We receive many other gifts in a lifetime, but few can ever surpass those first four. That first time may be the purest 'hospitality transaction' we'll ever have, and it's not much of a surprise that we'll crave those gifts for the rest of our lives. I know I do."

There are many great quotes and stories, I feel silly highlighting the whole book so go and read it for yourself. Enjoy.

P.s. check out this video Insite 2013 The Power of Hospitality

Overjoyed

Try to remember the last time when you were so overwhelmed with joy that you burst out in uncontrollable laughter, incessant jumping, hugging and fist-pumping while repeating to yourself,
“Y-E-S-S-S-S!!!”

It’s the same reaction that you’ve played over and over again in your mind if you had won the lottery. That “I WON, I WON” moment is what I’m referring to.

Here is my list of moments:
1) First crush in grade school also likes me
2) Date for graduation accepts my invitation
3) Last day of school – approaching the unknown
4) Future wife says, “yes” to going steady
5) First Car – driving out of the dealership
6) First NCAA Finals in Indianapolis
7) Awarded the space to open second restaurant

Write down your list and relive each moment by yourself. Then tell someone in your life about your “Overjoyed” moments. Ask them to do the same.

The point is for you to realize that your next significant life moment is around the corner. Get ready for your next jump-up!

Revolutionary

Another One-Word Equity is being Revolutionary (see Consistency for One-Word Equity intro).

Zappos, Napster, Starbucks, Walt Disney and Apple are revolutionary. They went against the status quo by being different and changed their industry forever. Small companies who focused on selling tacos, hamburgers, cupcakes and yogurt as their main product really took the idea of "do common things uncommonly well" to a new height. Naysayers would label these trailblazers as "fads" and dismiss their longevity but they've taken significant market share away from big companies.

Next trend is for the Service Industry to be revolutionary about their Service. Differentiate yourself by providing hospitality excellence regardless of your market segment. Imagine if Burger Priest adopted the Four Seasons' philosophy of high-touch service instead of solely on speed. Or a self-serve gas station who’d pleasantly surprise their customer with full-service when it's snowing and minus 20.

Revolt about things that matter to your customer, not the things that only matter to your bottom line.

Consistency

Consistency

“One-Word Equity defines the characteristic a company want most instantly associated with their brand around the world, and they own it”, according to Daniel Pink. For example, Obama’s is Hope, Ali’s is The Greatest, Mastercard’s is Priceless and Nike’s is Just Do It. What is your company’s One-Word Equity?

Let’s start with being Consistent. It certainly has worked for companies like Starbucks, The Keg and Terroni, to name a few. You know exactly what to expect regardless of location or time, and they’ll deliver on the promise each time. Price never becomes an obstacle as they have repeatedly proven their value.

To start, be consistent with your people. Treat them the way THEY want to be treated not how YOU want to be treated. Spend your time and efforts to win them over first. Notice that the above restaurants have the highest staff retention and known to be the Best Employer.

Then focus on service, product and atmosphere. Define exactly how you want your customer to perceive you in each category and write an imaginary customer review with details outlining how you won them over. During the interview stage, ask your people how they’d deliver on this promise each shift. People will naturally support what they co-created.

Being Consistent is simple but not easy. It doesn’t take more money, only your commitment.

Work-Life Balance

The ability to attain Work-Life Balance in hospitality is the ultimate sweepstake. We know this is the only solution to keep our top people and attract leaders into our industry. No one seems to be immune to the dilemma in spite of their size, years in business or market segment. Why can’t a business model be created to adapt to the market’s demand for more life to balance all that work?

Here are some key ideas towards a new business model:
1. As part of your start-up exercise, create a staff schedule with full-time salary staff working five days, up to 10 hours a day with two days off.
- Identify the number of full-time and part-time staff required to accommodate this schedule
- Create a set schedule for your f/t staff; weekly schedules are senseless, treat your staff like adults!
- Rotate opening and closes evenly

2. In the start-up pro forma statement, build in the following line items:
- Training (starting and ongoing)
- Development tools & programs required
- Incentive (bonus programs aside from money, i.e. education, team building field trips and dining)

3. Be honest in the interview process regarding expectations and scheduling.
- Things change but not at the expense of your people

4. Set goals together with your people and time allowance to complete tasks. Truth is people perform at a higher level with a sense of urgency and clear objectives.

5. Communicate your company’s purpose and beliefs ongoing, your people need to be reminded and inspired daily.

6. Care about your people, no one should make sacrifices for your goals if you don’t care about theirs.

7. Advertise that you are a WORK-LIFE BALANCE employer – if your customers supported recycling, green initiative, local farming and sustainable products; they will support this idea.

Before you say, “This is impossible!” think about companies who were change-agents in their industry because they believed “Everything is possible!”

91 PTS

In the past, the letters “WS” next to the score meant something. Now the mere number alone would influence a wine buyer to purchase the product without a further description. Usually the variance between 89-92 PTS would indicate a very good score. Wine Spectator and other top reviewers have done a great job by utilizing this scoring process as a concise way to communicate the value of a product.

We use percentages to score our hotel stays, airbnb experience and usability of an app on our mobile. Aside from price, it is the principal deciding factor for buying especially when the score is next to the product. But as the ability to attain information gets faster, consumers will demand more information about the score. For example, what were the metrics used. Ultimately more metrics would be required to fulfill every buyer’s needs.

When this happens, a Service category will be an additional filter used for a search next to price, vicinity or cuisine. Start to work on the Service score now, it will soon become the deciding factor for your future buyers.

How to Act on a First Date - Part 2

How to Act in a Restaurant on the First Date - Part 2

Continued from Part 1 posted on Sunday October 20th - see introduction

Tip #3 - Be Interested not Interesting
Before beginning the date, set your intentions of being interested first. In doing so you'll ask the right questions and, more importantly, be a better listener. Easy rule to observe: you were given two ears and a mouth for a reason, use it in the same ratio.

Tip #4 - Just Have Fun
When your main goal is to have fun without an ulterior motive, automatically you will have more unique, genuine and first-time experiences together.

Tip #5 - Start at the Bar
Sitting side-by-side fuels brain chemicals (by seeing, smelling and hearing the person up-close) that increases sexual attraction . Plus you’ll get alcohol a lot quicker!

Check-in next week for further tips.

Enjoy!

Liberate

In Anthony Bourdain's new show Parts Unknown on CNN, Noma was the focal point for the Copenhagen episode. Chef/Owner Rene Redzepi shares his keys to success, they include passion for authentic innovation, embrace failure as the part of the process and liberate oneself from social norms and status quo.

At Noma every Saturday after service, the kitchen staff would convene to showcase their delectable inventions to be judged by their peers and Chef. The sole purpose for this weekly exhibition is to learn, share and innovate; and not for the purpose of getting their dish on the menu. “Create your own masterpiece and the reward is pride”, quips Rene.

Noma was also one of the first to have their cooks run every dish from the kitchen directly to the guests in the dining room. This ensures that the person explaining the dish was involved in the entire process from foraging, planning, preparing, cooking and plating.

Noma has become the world's best restaurant three years running. "Truly greatest experience of life", "Staff is enthusiastic and devoted", and "Adventure for all the senses", are a few comments you’ll read on-line. The only way to truly stand out is by being different and not just being better.

Embrace and fight for change, it’s the only way to bring down the walls.

How to Act in a Restaurant on a First Date

“How to Act in a Restaurant on a First Date?” yields over 51.4 million results on Google, wow!

If first impressions are everlasting, then the importance of the first date is momentous. The dating process is completely unavoidable for any relationship and best to master quickly. The good news is establishing some basic knowledge will greatly improve one’s dating life and increase the chance of a referral (word-of-mouth is everything!).

Tip #1: Respect your Server

Treat your server with kindness and be open to their suggestions, but never make your date feel like the third wheel.

Tip #2: Pay the bill away from the table

No need to make your date feel uncomfortable for this isn't a heroic act. Take care of the bill on your way to the bathroom.

Practice both tips the next time you visit a restaurant with friends and family. You can ask them for your money back later when you explain to them what you are doing.

Have fun!

-- read Tip #3 and #4 next week --

Thin line

In school, you are taught the lesson first and given the test afterwards. In sports, you learn basic drills and set plays during practice and then tested at game time. In both cases, the teacher only observes and provides guidance during the test.

A chef who is tough on a line cook by scrutinizing every detail, cleanliness, process and standards during prep is developing the proper skills necessary for them to work effectively during service. A chef who screams, bullies and belittles a line cook is only serving his own agenda and helping no one to become better.

It’s a thin line between a teacher who is hard-ass and an asshole. You can respect a hard-ass but not the asshole.

First impression

What is the first impression you'd like to impart when guests leave your website, on-line reservation or establishment? Welcomed, happy, excited, eager or fortunate are all viable options. Once your team has been aligned with the answer, they could own and deliver on such an outcome.

Unfortunately too many potential customers are not returning to your business due to an underwhelming first impression. An obvious example that frustrates all business owners would be a customer walking out because no one engaged them, or worse, heard the word "No". Due to technology and multiple social platforms, the opportunity to fumble has increased. Equally, so has the opportunity to impress.

Business owners who value every interaction as a potential opportunity to build a relationship understand the power of the first impression. Giving interviewees a gift card for a future visit is creating a client. The Host/Front Desk Manager who empowers their team to make every walk-in welcomed even when they are full is creating a client. A start-up business on Kickstarter seeking pledges by producing a purposeful service/product is creating a client.

Controlling the first impression is how to make an everlasting relationship.

3 tips - How to attract leaders

"It's the finish not the start that counts in life" - some wise person.

How to attract leaders:
Tip #1:

Managers find the right answer while leaders ask the right question. Asking the right question is more important as it'll lead to the right answer.

When a chef asks his fish monger, "When did you receive the fish?", this is the wrong question. For fish that is actually trucked in versus flown in there is a difference of up to two days. Instead the right question is, "When was the fish caught?"

When a frustrated manager asks me, "Why are all servers so lazy/lack work ethic in Toronto?", this is the wrong question. For the versatile leader doesn't worry about a classic problem that applies to every industry but instead asks, "How do I attract the top ten-percentile into our organization?" or "What are the motivating factors that would get them to take us seriously?" This leader knows that talent is available in the market place but just not currently working for them.

Tip #2:

We often forget about the other two R's of the Environment, Reuse and Reduce. It is popular to only focus on Recycle. Similarly, we often forget about the other two P's of business, Purpose and People. Stop making Profit the priority, start focusing on the other two P's. Be genuine in creating and consistent in championing your company's culture.

Especially in a competitive market, leaders want to stand behind a meaningful Purpose and build a team with passionate People.

Remember: People don't do what they know, they do what they feel.

Tip #3:

When asking a wine agent to recommend wine for your meal, knowing the basics of what you want - weight, style and finish - is essential for them to be successful. More importantly, scaling down to top three characteristics helps the agent zoom in on the bulls-eye.

Know what you want in a leader, write down the top three attributes. Now make sure you are these top three attributes yourself (or become them). Do not expect to attract a leader into your organization if you cannot provide the same qualities to them.

Remember: People join because of the organization and exit because of their boss.

Leadership Pipeline

I was listening to a recording that'll help you improve and grow your business, please share it with your team.

(SUMMARY) John C. Maxwell's Leadership Series:

Leaders are required in every area of an organization as this is not a top down model. Since they add value wherever they are, there is no such thing as having too many leaders. In fact, most organizations don't have enough.

All successful organizations have a pipeline of leaders for they cannot wait until someone rises to the top.

Here is how you can keep your Leadership Pipeline pumping:
1) It takes a leader to FIND a leader - their head is above the crowd to spot other heads above the crowd
2) It takes a leader to ENLIST a leader - they are going somewhere and they know how to persuade others to follow
3) It takes a leader to TRAIN other leaders - they have a reputation of developing people
4) It takes a leader to RELEASE a leader - they know when to let them go so they can become the leader they were meant to be

Worst than training your people and not keeping them is not training your people and keeping them. Every industry deals with a shallow people of talent. Remember the Pareto Principle: only 20% of people do 80% of the work. Top talent is even less, only 5% in every segment. For your business, train at every level. The training principle is simple - but not easy - that is; I lead you are with me, you lead and I am with you, you lead and someone is with you.

Now go create the infrastructure to feed the pipeline.

Concierge

When you read Stephane Mouttet's Linkedin profile, it would not surprise you that he is a remarkable concierge at Shangri-La Vancouver. As a long-time member of Les Clefs d'Or Canada, educated by International Concierge Institute Paris, served one-year of military school and performed over twenty-years of concierge service at luxury hotels, Stephane has surpassed 10,000 hours awhile ago.

When Stephane comes around his desk to greet you in the Shangri-La lobby, whether entering or leaving the hotel, you'll feel the presence of a passionate, highly skilled and ready to be-of-service individual. His warmth and broad smile overshadows his six-foot-three frame, crisp white shirt and tie, long captain's overcoat, decorated with golden keys of the city. Stephane's steadfast attention never gets tired by any hotel guests.

How often does a concierge walk you to the busiest/most celebrated restaurant in Vancouver on a Friday night just to ensure you receive VIP treatment?

Thank you Stephane for your attention, you make everyone feel special.

David & Goliath

(SUMMARY) David and Goliath by Malcolm Gladwell

Underdogs, Misfits, and The Art of Battling Giants. The title truly summarizes "G-Well's" newest and highly anticipated book following his best sellers The Tipping Point and Outliers.

Embracing their handicaps, identifying their strengths and focusing on their desired outcomes are what the most successful people have done to triumph over their genetic/inherit disadvantage.

Now is the best time for a small business to compete with a big business. Create a product/service that you're truly passionate about, hone your skill to become the authority in that field, tell a purposeful story and broadcast to your network. Be committed to the niche market and they will spread your brand to their networks.

Don't worry about the old adage Location, Location, Location. If you have the right product/service your audience will find you. Be proud that you are small, nimble, resourceful, innovative, decisive and yet impactful. The current network revolution does not handicap small businesses, only your conviction does.

In hospitality, having the best leaders is your differentiating factor. Therefore attracting top talent, usually a shallow pool in every industry, is paramount.

Here is how:

1) They value a company that thinks differently, allows autonomy, embraces change and welcomes input. Your start-up can provide this environment.

2) An opportunity to help grow a business from ground up is more appealing than joining a behemoth that stays the same. Remember, a large company's strength is also its weakness.

Be the sling in your segment that slains the giant.

"Unexpected Delight"

A volunteer at Pantry at the Delancey who described pickled raisin jam as an "unexpected delight" truly summarized our two-day experience in Seattle. Passionate innovators providing a unique product with uplifting service seem to be Seattle's standard - it's the home of Starbucks, Nordstrom, Microsoft/Bill Gates, and the EMP Museum.

At Inn at the Market, driving hotel guests to their destination is part of a service that is usually reserved as a lovely surprise. Since they are a small hotel, the staff double as doormen, valet, bellmen, concierge, room service and driver. So when they have time, they will drive you in the hotel's new Range Rover instead of hailing you a cab.

Eating at Bar Sajor (part of the Dillan Restaurant Group) was a true delight. Aside from the unique attention paid to every detail in the room - from the extraordinary food and plating to an attentiveness to each individual table - servers bid you farewell by saying "thank you for joining us today, let me know when you want to return so we can take care of you!"

A passionate cab driver who has been driving for over 20-years shares with us a rich history of Seattle (home of the "graveyard shift" and "skid row") and some delightful stories, unexpectedly.  An Amtrak ticketing agent happily and patiently helped transfer weight from one luggage to another so they wouldn't exceed the 50 pound limit. Delightful!

When surprising your guest at every turn is part of the business model, being an unexpected delight is a noble goal.

The Lumineers

To round out our Portland trip, The Lumineers played at an old hockey arena downtown. Headlining to a crowd of six thousand, you quickly recognize after hearing the opening acts that the difference between good and great is clearly obvious.

Each "Lumineer" is wildly talented and capable of playing multiple instruments. They take turns in showcasing their unique skill and together they create an uplifting live show. "Whole is greater than the sum of its parts" is even more rewarding when every band member is highly and equally creative. They raise each other's talent by holding a high standard for the group and only accepting the best from each other.

What if a restaurant was composed of highly skilled and equally talented members on a team where the Sous Chef, Bar Manager, Sommelier and Dining Room Manager were cross-trained and could switch roles at any given time? They'd hold each other accountable to constantly raise their individual skill level and create a high-positive work environment.

Be grateful for people who spend money to experience your talent, reward them by providing the best product/service possible and exceed their expectation at every chance because you only have one opportunity to make an indelible impression.

Bravo The Lumineers, you've made me a fan.

Feast Portland

Portland is my kind of town, inviting and warm.  Friendly people on the streets who smile to say hello, outgoing staff in retail stores and hospitable servers in restaurants. They are proud of their town.

We're here for Feast Portland - a three day food festival celebrating west coast chefs, local food and Oregon wine country - sponsored by Bon Appetite Magazine.   We've enjoyed many events including Sandwich Invitational, Cookbook Social and High Comfort, where over 70 chefs from west coast and a few east coast - Andrew Carmellini, April Bloomfield, Stephanie Izard - created comfort food classics.

The Feast team was exceptional, well-organized, outgoing, passionate and omnipresent. Volunteers were always "full hands in, full hands out" by keeping the outdoor and indoor venues incredibly tidy at all times. Emily Crowley (Director of Feast Portland) was always visible, available and smiling.

We definitely have enjoyed the Feast Portland, thank you.

White & Black

A black face-towel hides the dirt when you wipe off make-up while a white apron exposes the smallest tomato sauce stain. What we don't see, we think we can get away with.

Polishing cutlery and glassware are normal tasks for servers, and are clearly visible to customers in the restaurant. A manager checks the set tables before and after service to measure their work.

What about small incidents that we don't notice repeated over time? For example when a customer is greeted with "no we're fully booked", a dirty menu, linen napkin that lints, or "not my department". Referred by Seth Godin as "little cuts", these are not emergencies so they are not brought to the attention of Managers but become the root cause of a business to fail.

Dig deeper than the surface, paying attention to the small details will separate your business.

"Love-of-the-Game" Clause

Michael Jordan was the only athlete who had it in his contract, it allowed him to play basketball whenever and where ever he wanted - exhibition games, scrimmages, or pick-up on any street corner. This was the highest paid athlete at the time who asked for the impossible. But for MJ, this was non-negotiable.

Doing things that are unpopular but committing to your "why" is what strengthens your brand and separates you from the competition. This focus will keep you jumping out of bed everyday, high-fiving the lampshade and running to work.

Litmus test every business decision with the "Love-of-the-Game" Clause and notice how you'll start to only work with clients (i.e. staff, customers, boss and yourself) that you really want to work with.

Now revise your contract with the new Clause.

The Trust Edge

(SUMMARY) The Trust Edge by David Horsager

To differentiate yourself from a crowded marketplace, building trust is your greatest competitive advantage. We know this to be true because when you breach trust, it will cost your company billions of dollars. Tiger Woods, Lance Armstrong, Mario Batali-Joseph Bastianich and, most recently, Domino's Pizza are just some examples.

In David Horsager's book, the 8 pillars of trust - all are equally important - includes:
1) Clarity - being clear with your intentions and message
2) Compassion - put your customer's/client's needs before your own
3) Character - do what is right not what is easy
4) Competency - become an expert in a field by continual learning
5) Commitment - identify values/skills that are important to you and master them
6) Connection - magnetic traits include gratitude, humility and authenticity
7) Contribution - of course, you cannot build trust with your customer/client without desired results
8) Consistency - good or bad, be consistent

David uses Caribou Coffee as a company that exhibit all 8 pillars to build a strong brand - only #2 to Starbucks - and a loyal following. Caribou Coffee has a foundational acronym that drives their success, it is as follows:
B - Be excellent
A - Act with urgency
M - Make a connection
A - Anticipate needs

How can trust help grow your business?

Standing Out

A Senior Executive of a luxury hotel calls the last two hours of service the perception hours. This is when guests notice inconsistency or gaps in service. Staff members are usually reduced by this point, off the floor completing side duties, exhausted and frustrated while their managers have gone home. As a result guests receive less service, bathrooms are untidy, restaurant/hotel lobby are unruly, and in spite of the guest's condition (sober or drunk), this is their last impression (even subconsciously with drunks).

He stays to the very end to ensure that the last 10 meters of the race is won by checking all the service boxes. In turn, his team learns and is empowered to carry the baton next time.

Great philosophy sir!

L'Idiot

In Steve Martin's romantic comedy LA Story, a popular upscale restaurant determines where you are seated and the level of service based on your financial statement. When Martin's character Harris orders the duck dish, the maitre'd replies in a snobby french accent; "You cannot have zee duck, you can only have zee chicken!"

During Toronto's ten day International Film Festival, many restaurants and hotels put on their best faces by increasing staff and managers to impress guests and increase media impressions. As a big supporter of Toronto hospitality and TIFF, I indulge and celebrate their efforts.  The city really comes alive!

But why does all this effort and good intention stop when the festival is over and visitors leave?

Shouldn't providing hospitality excellence be consistent regardless of who you are and when it is?

Start thinking about building long-term relationships and stop focusing on short-term transactions.

P.S. Restaurants owners and staff who complain about Winterlicious/Summerlicious should stop participating or stay home, seriously.

Habit Series #3

Read intro to Habit #1 to understand concept and objective.

Habit #3: GOALS
The first thing they teach you in racing school when spinning out, focus on where you want to go NOT where you don't want to go. Similarly, surfers will teach you to point the surfboard in the direction where you want to head towards.

This is how setting daily goals work as well. In the morning, write down top three goals you want to achieve for the day, personal and professional. Throughout the day, cross them off as you accomplish. At night, review the list to see how you can do better.

Do this for 40 days in a row to create a habit. 

1st day of School

Not so much the institution I'm praising but the emotion of the first day, anticipating how you'll present yourself to friends/class mates, sharing summer stories, starting fresh and setting new expectations.

Though the extreme weather system no longer define the seasons, the school system remind us the quarters of an year; first day of school, Christmas holidays, spring break & summer holidays.

This would be a great benchmark to review your goals, coarse correct, and follow up. 

Some things I don't want to change and this is one of them.

Enjoy your first day.

Cultural standard

As a Gen Xer, dancing involves two people.  Getting ready was purposeful, the art of courting was exact and taken very seriously. Reward of a dance partner was priceless. 

While traveling to Italy, I noticed for the first time that their culture of wine complementing food and vice versa, was completely opposite to ours.  They'd bring bite-size appetizers when you order wine and wine when you order food.  The concept of one without the other was incomprehensible.

In Montreal, diners are serious about their food & overall experience. Many admirers would indulge, dissect & engage the menu, exhausting every ingredient on the plate in conversation.  The staff treated every guest like a food critic by providing excellent service. Their duty was to complement the chef's passion.

Simply, two sides to a coin.

Freestyle

At the end of my first day in Montreal, I noticed a general theme.

The server at Toque confidently concierged my dining experience, while the chef at and Hotel Herman created a new dish for me since I was undecided.

People I met welcomed me into their conversation by switching from French to English. The topic was, almost always, passion, art and love.

In his impromptu visit, a guest started singing with the house band at Bar with No Name, entertaining a packed room. We reciprocated with loud cheers encouraging them to continue.

They are proud of their craft, outwardly expressionistic and ready to innovate.

Merci Montreal, I cannot wait for day two.

My first poster

Do you remember your first poster that defined who you are were when you were young?

Can you recall staring at it thinking about how if only your friends, or make-believe friends, can see how cool you really are, until you fell asleep?

Why do you think that moment was so important?

Imagine the poster that defines you now. Does your business reflect the same?

Take a look around you, take down the posters that are obsolete/non-relevant and put up new ones that you are proud of.

Ask yourself if the clientele/blogger/food critic described your business to their friends/audience, would it accurately define you?

(I will put up my new poster on Friday August 30th)

Habit Series #2

Please read intro to Habit Series #1 to understand concept and objective.

Habit #2: ATTITUDE OF GRATITUDE

Plant the seed first thing in the morning, wake up and focus your mind to what you are grateful for. You can either change it up every morning or repeat the same top three things for the first month. Drill down deep, be specific by connecting with your emotions, think what would happen if this person/thing was not in your life anymore. Be thankful for that.

Then start your day thanking people around you, the bus driver who has an important role to drive your kids safety to school, the garbageman who is working a tough and thankless job, a team member who needs positive recognition, and/or customer that made a reservation the previous day.

Throughout the day especially during stressful situations, focus on a positive thought and give power to it by being thankful. Your energy will create a positive work environment and attract more positive energy.

Bookend your day with a minute of gratitude as you put your head to bed, think of all things you were grateful for that day and smile.

Very soon, you'll bloom every morning as your gratitude will spread to all areas of your life.

Happiness Advantage

(SUMMARY) Happiness Advantage by Shawn Achor

As I read/listen to books/articles that are relevant to your business, I'll curate them as "Coles notes" so you can apply them to your business.

In the Happiness Advantage, Shawn introduces the idea of happiness leads to success not success leads to happiness, and that we've had it backwards (listen to Ted talk)

Through research, a person's success rate in a job is only 25% predicted by knowledge/experience. The other 75% predictor of success in a job are as follows:
1) Optimism - belief in themselves
2) Positive Association - people you surround yourself with including family, friends and colleagues
3) Attitude - how you manage stress

More importantly, the right leader can raise the success of your team by applying the Happiness Advantage:
1) Hire positive people
2) Be Positive yourself
3) Recognize others achievements
4) Prioritize happiness - spend more time with others when things are not going well; social investment
5) Praise the process - not the outcomes

Start interviewing candidates with this in mind, ask questions to vet their attitude, mindset and network (social and professional), as follows:
Q. What behaviours/rituals do you practice everyday for success?
Q. Do you have daily goals? What are they for today?
Q. Give me a recent example when your constant practice or being consistent paid off
Q. What behaviour or soft skill are you most proud of? What do you do to hone that skill?
Q. Who in your life is the most influential?
Q. Your closest two friends, how do they inspire you? how do you inspire them?
Q. As most people's area of improvement is dealing with stress or confrontation, tell me how you've improved in this area and what are you doing to continue improving?
Q. Share a recent stress/confrontation and how you dealt with it. What are you most proud of as a result?
Q. Do you handle stress the same in your personal life as professional? Why?

Your single competitive advantage is raising the happiness of your team. Focus on improving this area in your business and your team will never leave you. Even better, they will attract other happy people into your organization.

Square Hole

After reading Walter Isaacson's biography of Steve Jobs - amazing read - plus watching Joshua Michael Stern's movie Job, one philosophy really stood out and is relevant to our industry.

When it comes to your competition, be different not better. Start by asking "how do you want your customers to change?"

And when you've created a distinctive service culture or unique product that speaks to a niche market, don't settle for anything short of excellence by applying the litmus "how can it be better?"

Soon after, the market will try to fit into your square hole.

Habit Series #1

Did you know that 95% of our actions are from habits while only 5% are cognitive thought?

Like a computer's operating system, your habits or belief system - programmed since you were an infant - can be easily replaced by new programming.

The Habit Series will teach you how to program good habits unlocking your inner genius and reaching your true potential in life. One good habit begets another good habit creating momentum, called the "Big Mo" in Darren Hardy's Compound Effect.

Here is the catch: you have to take action everyday for 40-days consecutively to create a habit. If you miss a day, you must start over. That simple, but not easy.

The difference between success and failure is practicing good habits everyday instead of bad ones.

HABIT #1:

RESET YOUR HEAD: Change your brain chemistry to change your outlook in 3 minutes.

Inside the current issues of Success Magazine, Dr. James Rouse speaks about optimizing wellness - foundation to his approach is "Think, Eat, Move" - by recharging your mental energy in 3 minutes:

Minute 1: Big Yawn - in your chair or standing up, let out some big yawns. This act increases the pleasure hormone oxytocin

Minute 2: Run on the spot - oxygenates your brain, lowers stress hormone cortisol while increasing dopamine (confidence, motivation)

Minute 3: Mantra - breath and repeat "I am a genius", the act of affirming goodness augment more serotonin (calmness & feeling centred)

Do this throughout the day as many times or anytime after focussing on a task when you feel stress.

The hospitality industry is granular business that requires your full attention where emergencies take you off course and being sharp is the only way to be productive. Especially when you are dealing with people - guests and staff - you need to be in a high-positive state.

Are you a Backer?

My favourite new addiction is Kickstarter, partly for the innovation and mostly for the success story. Kickstarter is a company that provides a platform - in way of crowd funding - to raise money to launch creative projects from around the world. Unlike eBay, your addiction to shopping is more meaningful by supporting a start-up business, what Richard Branson calls contributory consumption. In some case, you can just be a "backer" by pledging a nominal amount, or you can "purchase" the product/service when you pledge the full amount - assuming they meet their "raised" target or start-up capital.

I love that this type of platform supports innovation and fuels more innovators to take action. They no longer depend on traditional/institutional lending, can connect with their niche market/tribe directly while beta-testing their products concurrently. Now that is a game-changer.

I am hopeful that this type of innovation will feed into our industry so more budding restaurateurs can pave their own way to what is important to them, focus on bigger goals, and unite people with common interests who will fund/support their dream.

Start by being a backer of other people's dreams.

Moxy

During a quick bite at Moxies Yorkdale on a Friday afternoon, I met Aaron who is a Supervisor working behind the bar. 

He understands how to build relationship with guests, provide remarkable service & truly enjoy his job, that's his moxy.

When he noticed my uneaten soup, Aaron suggested to bring me a salad instead.  After declining several replacement options, he explained that his persistence was out of caring not protocol. 

I wish I could order a side of care at each meal.  Why don't more servers dare to care? 

Great job Aaron, I'm grateful for your excellent service.

Care-meter

A client who travels around the world described Toronto this way, she is a beautiful girl who never has a boyfriend because she stays home to complain about being alone.

We are a beautiful city that has attracted local and international business owners to open here, yet we don't have people working in them who truly care about how they represent themselves and these brands.

Caring requires putting other people first and asking these questions:
1) What do my customers want?
2) How do I want them to feel?
3) Is this best for me or my customer?
4) Why should they pick me?
5) Would I pick me if I didn't own/run it?
6) If I do this, will I still be here in 1-2 years?

Then act accordingly everyday and rate yourself on a simple meter where 1 is "I nailed it", 2 is "better work on that" and 3 is "SHIIIIIIIIT!"

Caring is a skill that will open more doors, set you apart and give you staying power in short/mid/long term.

Now make it your one-word equity.

Welcome Caribana

We should not take for granted festivals in Toronto that attract tourists who support our business and fill the beds and seats of the hospitality industry. Regardless of your participation or personal preference, they make our city colourful and unique, and that is worth embracing.

To all our guests, enjoy and have fun.

Stay tuned...

Balancing work and life with my niece visiting from Tokyo.

Next post coming shortly.

Thank you.

4-steps to improve your decision making

Chip Heath delivered a powerful message at Tony Robbins' Passion for Life seminar this week in Toronto. In the new book Decisive, he illustrates how to improve your decision making process for more successful outcomes.

Chip presented an interesting four step process:

W - Widen your options
R - Reality test your assumptions
A - Attain some distance
P - Prepare to be wrong

Applying each step to your business:

W - every "either or" or "whether or not" decision can be improved six times when you add just one more option. For example, to drive sales at your new restaurant, do you hire a sales/marketing person immediately or not, add the option of empower all your staff members the ability to sell to every guest during their training process. Sales is not a silo or individual department anymore, everyone should be taught how to sell.

R - during the interview process, ask questions that reflect real problems in your business, assign a project that your business recently experienced, or have the potential hire complete a shadow shift so you can see how they interact/react in the workplace.

A - the idea is to remove any personal bias, ask yourself, "what would my successors do" in this situation? In doing so, you take a subjective/consultative view and, more importantly, puts you in the mind of your competitors.

P - the idea is to keep your options open by setting a tripwire during the process. When taking reservations for groups of 6 or more, instead of charging a cancellation/no-show fee to their credit card or the old-fashion way of hoping/praying that they will show up, call two-days before the reservation to convey your appreciation for the booking, inquire what the occasion is (this is starting a conversation) and then offer ways you can improve their celebration (e.g. dessert platter with sparkler/best seat in the house/personalized menus). Now, you've not only confirmed the reservation you've ignited a relationship.

Your decision making starts now.

Jump all over it

Who can you call to deliver when your wife needs a dessert fix at 9pm on a Monday night, not like any other ordinary dessert fix, I mean a rough day of bad news then sad news. You start thinking about who owes you a favour, cost is insignificant and coming through is the only option. I guess it helps to live downtown Toronto, the ability to drop industry names and a restaurant you know you can count on.

(Light bulb moment) Jump Cafe & Bar, now known as Jump!

As background, I grew up on Jump's dessert platter since the mid to late 90's so I knew they had what she was needing.

The person who answered the phone, Lee, was very accommodating and expedited a white chocolate cheesecake wrapped in phyllo w/ fresh berry coulis, molten chocolate cake w/ wafer and creme brulee with mix of chocolate cookie, into a Uber cab within 12 minutes that arrived at my house 15 minutes later.

If I can show you the smile it brought to my wife, seeing the O&B bag filled with night time treats. We finished the three desserts faster than the time it took to deliver it.

Thank you Lee at Jump, sweet, sweet service.

Selfie

Interesting trend of taking your own picture with a mobile camera to see how you look to others before presenting yourself, in that you care so much. It is safe to say the selfie you post on Facebook, Instagram or Twitter has been edited to your satisfaction. Great process to examine what you like/dislike about yourself in order to make the necessary corrections.

Now take a selfie of your business, make the necessary corrections before opening your doors.

dos...mas

Marketing is an important part of a restaurant's success as social media connects and organizes the like-minded incredibly quickly. An effective strategy for many restaurateurs is going outside the four-walls to set up pop-ups, swamping kitchens like Grant Achatz (Chicago) and Daniel Humm (NYC), and hosting parties at large outdoor venues. These parties mix music, DJs, artists and food to create a unique experience for thousands of their followers.

This past Friday La Carnita and TUM (The Underground Market) hosted DOS, a follow up to UNO, drawing two to three thousands guests to enjoy street by La Carnita and Big Star - popular Chicago taqueria - forty international artists and four Superstar DJs at Evergreen Brickworks - a large outdoor venue in Toronto - from 7pm to 2am.

This method of servicing your guests/followers is certainly modern and what seems to be very relevant, if creating unique experiences is important to your brand. Of course this does not replace the need to provide uplifting service within the four-walls but it brings goodwill and a commonality of "good times" to the conversation.

Thank you for thinking outside of the box, see you inside the four-walls soon.

You had me at HELLO

I say with the utmost respect for restaurateurs who risk their money, chain themselves to the foundation of four walls, marginalize relationships including family and wear sleepless nights on their face as a badge of honour, all for the sake of fulfilling their burning desire to be in the restaurant business. Just remember to say hello to your team as they walk in for their shift.

It is really that simple. You always know when the owners/leaders of an establishment are nice & respect their staff by smiling staff who, in turn, are nice & respectful to their guests. As Jim Rohn would say, "Whatever you want, give first"

Start today, make sure you say hello first to everyone on your team from line staff to management, and remember their names. Do it 40-days in a row, don't miss a day, and you'll create a new habit. Log it into your journal, not your mobile, as the act of writing something down transfers the information from your subconscious to your conscious. I guarantee your staff will notice the positive environment you've created. Another Jim Rohn philosophy, "Discipline weighs ounces, failure weighs tons"

On a side note: Earlier today I was working in the Blackberry Lounge on the second floor of the Bell Lightbox on King Street when I sat between Ivan Reitman doing an interview and the GM of Luma orchestrating lunch service at a pre-shift meeting. I couldn't stop listening/admiring the GM, sorry Mr. Reitman, hope lunch service was successful!

What is a leader worth to you?

You know the talent pool is shallow, recruiting top industry leaders is difficult even in the best of times. Leading your leader is a critical skill to possess as an Owner or Executive. Invest your time daily in your leadership team, in turn they will invest their time in leading others. This is how you multiply talent internally.

As John Maxwell says, managers find the answer, while leaders ask the right questions.

When your leader resigns, it is typically because you failed them. Start asking the right questions so you can learn how to retain them.

These are the top three most essential need for hospitality leaders:
1) Certainty - stable and structured environment
2) Recognition - feeling supported, strong and capable
3) Growth - learning and advancement

How will you change your approach to retaining leaders?

$2

Restaurants that take the industry seriously view it as a sport, that is, a highly competitive field in places like LA, Miami, Chicago and NYC because the rent is high and competition is stiff. Only the strong survive, you are competing for staff, guests and bragging rights. For a top few, prime locations and premiere partnerships are the prize. At this level, service standards, hiring/training practice, development and culture is priority. Labor capital is viewed equally as financial capital. Price of entry is reputation, Management talent, Managing Partner, and the ability to attract the top crew for front and back-of-house.

Others, view the industry as a hobby. Nothing wrong with that if you are looking to be a flash-in-the-pan, food truck or a pop-up. Hobbyists do not open in the above mentioned cities, they cannot afford the price of admission. Hobbyists open in burgeoning markets, who strive to be in those mentioned cities, looking to make a fair living.

Make no mistake about it, the hobbyist and the athlete/competitive restaurateur are distinctly two different species.

More and more owners/operators realize that fighting for the disposal/discerning dollar is increasingly more challenging, and the goal for longevity is by providing remarkable service starting from day one. To be clear, day one is when your doors open for the general public to enter and you accept money for the transaction. Day one includes having a contingency for being fully booked and turning away guests at the door. Fundamental philosophy of any business, no customers ever want to hear NO!, especially at the door. If your business model is to provide no service than make it a self-service restaurant, we are happy to know this upfront.

Here is something worth remembering at your restaurant, a customer who spends $2 on coffee could turn into a $20 lunch that could turn into a $200 dinner that could turn into a $2000 party. But it all starts with a remarkable experience at $2.

A wise lady told me that once, it has worked out tremendously for her...wink wink!