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.