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Balancing work and life with my niece visiting from Tokyo.

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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!

Show you care

As Danny Meyer would say, "Service is a two-way conversation." Do you wonder after all these years, with the evolution of food culture, why servers still ask the same question at every restaurant, especially when your mouth is full, "How is it?" Or the most creative I've heard recently, "How are your first bites?" Either question still elicit the same one word response. This is not a conversation.

It is similar to asking a lover after you're done, "How was it for you?" If you don't know their personal cues, learn so you don't have to ask. Nothing ruins the moment more than a superficial question.

A two-way conversation starts when the guest sits down. Ask open-ended questions that lead to discovering their likes and dislikes. You can only anticipate their personal needs when you know more about them. Once you establish their preferences, observe their reaction when they drink and eat.

You know what your facial expression looks like when you look/smell/taste something you like versus something you don't like. You know what your body language looks like when you need someone's attention or ask a question. Your guest expresses in the same way.

Here is an example of what a conversation sounds like;

Waiter: Hello, how are you?

Guest: Fine. How are you?

Waiter: Wonderful, played catch at the park with my dog earlier this morning. (keep it light, fun & positive)

Guest: Really, what kind of dog do you have? OR That sounds like fun.

Waiter: Do you have any allergies or restrictions that I should know about so I can give the team a heads-up?

Guest: Yes, they are... OR No, we're all good.

Waiter: Good to know. We have a few specials/popular dishes that I want to tell you about but first can I offer you something to drink to get you started? I should point out that peaches are in season so the bar is making peach mojitos that are very popular. John crushes fresh mint from our garden, mixes tripled distilled rum from St. Kitt's, dash of stevia instead of honey or sugar...and pours into a chilled rock glass. (Even if they are not interested in the drink, you've showed them you know your product, described carefully how it is made and served, and all the while not mention the word "it's delicious" - let the guest decide whether if things are delicious)

Guest: Wow, that sounds delicious. I will have one.

Waiter: Great choice, I know you'll enjoy it. (reaffirm the guest's choice)

*** when they take the first sip, observe their reaction. They will tell you whether they love it, hate it, or are indifferent ***

If they love it - "I'm so glad to see you are enjoying it, cheers!" (you've just told them, I am paying attention)

If they hate it - "Oops, it looks like that didn't work for you, let me bring you something else right away" (don't just apologize, it means nothing to them that you are sorry)

If they are indifferent - give them a second to decide - "How can I make it better for you? Would you like it more sweet or less boozy? Would you like me to bring you your go-to instead?" (all these options suggest you will take action to satisfy them not just lip service)

Assuming you've been nurturing the guest/server relationship by asking questions to determine their likes/dislikes, describing menu items clearly to persuade a desired expectation, and suggesting wines/drinks to complement their dish; deliver each food item with pride and remind them what they are eating.

When they take their first bite, pay attention to their facial expression. They will tell you whether they love it, hate it, or are indifferent. Also, observe the temperature of meats/fish/poultry to ensure it is cooked to their choice or the specification on the menu.

It is better for you to notice and comment, "Your rib eye looks slightly on the medium side and you asked for medium rare, let me get the chef to cook another to your liking" (even if they decide not to send it back, again you've showed the necessary action to ensure their enjoyment)

The point is, knowing what your guest want, like/dislike while managing their expectation is the experience they are seeking. Asking "How is it" shows you don't care enough to build a relationship and make the proper observations to provide a remarkable experience.

Remember, tip is not the true indicator of your service as they could've had a wonderful experience but impartial to your service. Your guest saying, "You really made our night special" and "we'll be back to see you" is the only reaction you should strive for one table at a time.

Try it, the worst thing that can happen is you separating yourself from every other server.

Sales Department

Once again, I must mention Daniel Pink's To Sell is Human as a wonderful book for hospitality owners to read, everyone in every department is in Sales. Seth Godin refers to this idea as Marketing is every department including Reception, Research and Development, Sales, Security, Finance, etc. Anyone your customer comes into contact with during the process of selling your service, even before and after the transaction, is affecting the customer's decision whether to return or not.

The third party reservation system that treats your customer like a number is undoing your handwork in delivery uplifting service especially when they email your customer after their initial visit with a feedback/comment questionnaire. Instead, have your hostess call directly to thank your customer for dining at your restaurant and welcome them back for another visit. And after your customer celebrates their birthday, follow-up next year with a birthday card and welcome them back to your restaurant! How many times has that happen to you?

One idea from Pink's book is the new ABC rule, not "Always Be Closing" but "Attunement, Buoyancy & Clarity." This is how sales people should approach each customer or prospect. The days when the seller had all the power is now gone, as technology has shifted the pendulum to the buyer's side.

Attunement is understanding your prospect/customer; asking the right questions like how do they think, what do they want, why would they buy from you. Attuning yourself to their hopes and dreams is just the starting point.

Buoyancy is staying afloat in an ocean of rejection, the ability to turn challenges into opportunity and persevere through failure. Individuals who can be self-aware of their past failures and learn from them is a soft skill you are seeking in the interview process.

Clarity is the ability to curate information in a useful manner for your customer and add value to the relationship. Remember, information is readily available and plentiful for anyone to access. Use your expertise to extract insightful information and deliver to your customer as industry knowledge. Secondly, identifying problems before they happen can be more useful than providing solutions, as the latter is accessible information.

If you embrace this philosophy, nobody is exempt from proper sales training not even the accountant.