R Factor

Lest we forget that hospitality, actually all industries, is a people business. That's right, this includes your employees. In fact, they are the most important people to focus on.

Dan Sullivan - well established & celebrated coach for entrepreneurs - has a great theory about the R factor, the RELATIONSHIP factor between those who you do business with. His theory begins with a question to your prospect; "If we were to have this conversation in three years from today, what has to have happened in your life - personally and professionally - to make you feel happy with your progress?" Then shut up and let the person respond. If the person does not answer your question, it is a sign he/she does not TRUST you and, hence, will never do business with you.

So it made me think about how this applies to our industry. Simply, start by building a relationship with your employees and treat them like members on your team. During the interview process, a similar question should be asked to establish core values, self-awareness, drive and, more importantly, how you can help them achieve their goals. Make a file on each person, as I know some restaurateurs have hundreds of staff members, so you can chart your progress.

Here is how you can start:

1) The sweetest word in any language is your own name - remember every staff member's name. The massive impact you can make by saying the person's name when you greet them or address them is priceless. Doesn't cost money, just goodwill and practice.

2) Greatest day in your life is your birthday - put a reminder on your mobile with everyone's birthday so you can celebrate this triumphant day with them. Could you imagine the impact you'd make in your company? Doesn't take a lot but again, just your good intention.

The person who begins with these two simple ideas will drastically shift the culture of their company.

With technology, our ability to connect on a deeper level is made incredibly easy.

The rest is up to you.