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.