Free WIFI

Fortunately, data plans are inexpensive in Toronto so everyone has one. Unfortunately, most businesses don't provide wifi for their customers in spite of the small expense. Worst of all, guests are reminded of this petty act when a mobile searches for local wifi to find only a locked version. Imagine if the bathroom on the main floor is reserved for employees only while guest bathrooms are inconveniently located in the basement.

Happy to report, The Chase provides a separate wifi network for guests.  They truly invest in hospitality excellence at a high level.  Richtree Natural Market at Toronto Eaton Centre offers free wifi for guests when they LIKE them on Facebook. They have incorporated it into their marketing strategy.

The old adage, Treat others as you want to be treated, is wrong. Treat others as they want to be treated. It is those small gestures that differentiate you from competitors. Guests won't return because the wifi was free, but it sends a strong message that you are committed to them.

Fat Pasha

It's important that I am transparent about Fat Pasha, we are friends with the Chef/Partner and the management team. However, my observations are based on others around me who are first-time guests and overall vibe at a restaurant opened less than two-weeks ago.

Fat Pasha is a comfortable 40-seat restaurant in the Annex with a team of friendly, passionate and caring staff. At this new Isreali-influenced cuisine (o/a "good jew food" according to their twitter page), they've already figured out how to deliver exceptional flavours with an equal attention to service.

I guess they understand the importance of retaining good staff by first valuing people. Not for just their hard work but also for their judgement. The team of FOH-BOH staff look more like friends than co-workers, which creates a happy and supportive working environment. In turn, they serve with passion.

Great job Anthony and team, Mazel Tov!

LESLIE NG INC.

We cannot be all things to everyone, not anymore.  Coca Cola is no longer the most popular soft drink. McDonald's is no longer every child's favourite restaurant. At the same time, being nothing to no one is even worst. Remember TiVo and Euro Disneyland. Be a few things to yourself first then others will follow.

Being different is what makes us special as humans. A scientific miracle really, one in seven billion! Embrace it by designing your own individual blueprint. Develop your personal values (inside) and own them by living out your beliefs to the best of your ability everyday.  Only then, develop your personal style (outside) and wear it like a badge of honour. Copying others just makes you average even when that tribe pretends to be different.

We are all the CEO of our own company, First and Last Name Inc.  When you realize this truth, you'd start by creating a purpose, a culture and goals that reflect who your are, just like you would for a business.

Easter is about new beginnings so hop along and get started.

Year One

I started writing this blog a year ago for the purpose of improving my communication skills. It was a goal I set while sitting in Porter's Lounge at Billy Bishop airport departing to NYC for a four-day food adventure. Reporting on the hospitality industry seemed natural, specifically Service Trends, but I didn't realize at that time that the process would also make me become an authority on service. This has become my focus and passion.  Interacting with people who truly aspire and deliver service excellence has been incredibly enjoyable. As you have read this was not limited to hospitality, for other industries (e.g. Apple, Google, Zappos) have made service the centre of their company culture. However the biggest reward was becoming more mindful and aware of my surroundings. Being Present. This was how I was able to write two to three times per week. Prior to this period in my life, I read very little and never wrote - was a Science Major.

Though not every thought made it into the blog but it did, at the very least, made it onto paper. And that was the whole idea. As I continue my journey in year two, the blog will be a combination of writing and video in order to improve my communication - both written and oral - and presentation skills.

Thank you for your support and being patient with my errors.

Pilot Coffee

Pilot Coffee opened a roasting facility in a cute one-storey warehouse building in Leslieville among a row of similar hidden buildings.  In this ten thousand square foot roasting plant, they've created a lab to experiment with coffee, teach barista courses and a tasting area (8-seats) for the public.  This is very different to what is offered at their retail shops (Te Aro and Craft).  There are no line-ups, product and service is superior, and you need to clear your schedule to absorb the wonders of the place.

Brett is a passionate Barista who helped set up the tasting facility with state-of-the-art equipment and his big ideas.  As the tasting bar was created to experiment with coffee beans, he has created unique products (espresso and pour over) that are unlike anything else available.  When asked the purpose of the bar (clearly it is not a money maker), Brett replies, "We want to show people how far we can go with flavour profiles and change the perception of coffee!"

If it sounds like a passion project, it is.  Pilot has really demonstrated their commitment to their business by investing money and time in the space and in their people.  Brett will tell you that this is a dream job - mixing food and science all day.  His love for coffee spills over to his dedication to serving the best cup of coffee to anyone who is open to learning.

Only down side is they are only opened between Monday to Friday from 7:30am to 2:30pm.

Gold Watch

My colleague Linda, a twenty-year industry leader who was a client and now recruiter, shared an interesting story with me.  She worked for two international companies during her career.  Linda, unlike most, can claim that she received a gold watch from each employer.  This is a tradition to honour long-serviced employees (10-years in this case) for their dedication.

However, one company gave Linda the gold watch upon completing her first year of service while the other upon her tenth year.   One company was more interested in investing in her future.  The other was more interested in celebrating her past.  Linda worked hard for both companies but guess which company she talks about more fondly.

Zappos offers new employees $3000 (originally $1000) to quit after their extensive paid training in order to ensure commitment.  The short-term employee will take the cash and run.  Since Zappos show their commitment to the employee first, their retention rate is one of the highest among Fortune 50 companies.

When recruiting and retaining top talent, create a strategy that highlights your culture and commitment.  In turn, they will be committed to you.

"I'm a People Person!"

I interview managers who claim they are a People Person, it is commonly used to describe why they work in hospitality.  Unfortunately, it is a term that has become a buzzword in our industry carelessly used without understanding its meaning.  There is a difference between working around people and working with people.

A true People Person isn't selective about the setting in which they are engaging with others, that is, an office or a restaurant.  I've met Hotel Front Desk agents who were less than personable. A People Person's interactions are based on building relationships and not mere transactions.  Further, they are great listeners by understanding first before being understood. In my experience, I've met a People Person among extroverts and introverts alike.  One has wider engagements while the other deeper, respectively.

People are all around us in the work place. Hospitality does't make a People-Person.  Rather, a People-Person makes hospitality.

The Future is Here

You can argue that tomorrow is just another today but when the world is changing at its rapid pace, the future as we know it (or predicted) is here now.  Think about climate change, advancement in technology, space travel and artificial intelligence.  When you hear that Facebook buys Oculus Virtual Reality Goggles for $2 billion, or Google buys DeepMind an Artificial Intelligence startup, it's hard to deny reality.

I spend a lot of time speaking with individuals who are at cross-roads in their life - personally and professionally.  Usually an extreme circumstance forced them to make a tough decision, reactively instead of proactively.  They will confide in me where life went wrong or how they feel desperate for change.  As usual, only 10% of those people will do anything about it, and the other 90% will say, "I don't have time" or "Not right now."  The definition of insanity is doing the same thing over-and-over while expecting different results.

Pay attention to small signs in your life,  and start believing that small gradual changes now will yield big results tomorrow.  You don't want to have the SAME problems a year from now, or worst, three years from now.  Whether you admit it or not, the future is upon us.  Ignoring your future is akin to ignoring Global Warming.  Either way, it's happening!

Quit Your Job

Most people would rather be miserable in their job than explore their passion and find their calling. I'm sure you've heard the saying, "The devil you know..."

It's time to quit your job when you dread Mondays every Sunday night, or you splash "T-G-I-F!" all over your Facebook page.  Another classic sign is when you answer How's it going? with, "Same shit different day!"

If this isn't you than you know whom I'm talking about.  It is commonly described as dying a slow death.  When you realize that at least half your life is spent at work (crazy when you think about it), isn't it important to love what you do and do what you love?!?  This is scary to most people but finding your passion is easier than you think.  The difficulty is doing something about it.

First step is to decide whether your Security* is more important than your Sanity.

*does job security even exist anymore?

Concept of Collision

For Tony Hsieh, the Concept of Collision is best things happen when people are running into each other and sharing ideas.  In college, he noticed that it was normal to randomly run into people all the time, and specifically when "serendipity happens."  Studies show that such random encounters increase innovation and productivity, Hsieh says.

I believe hospitality provides a platform for people to collide.  We need to engage face-to-face to truly feel connected.  Ironically, the more we communicate via social platforms (Facebook, Instagram,  Skype, Twitter, etc.), the more we crave human interaction.  This has contributed to the rise of coffee houses and restaurants opening up everywhere.  Brilliant!

However as collisions increase in hospitality, service standards must be raised to engage with guests in a more meaningful way, in order to facilitate a higher level of connection between guests.  Only then would hospitality become the ultimate host.  Incremental change will not suffice, this change must be based on Additionality - a positive difference from developmental intervention.  Investing in labor capital is a start.  Pay more attention to your employees than to your spreadsheet, equipment and design. Then share your successes and failures with your community, open source this information with the intent for the industry to become better.

After all, this is a people business and serendipity is a beautiful thing.

Thanks Charlie!

Charlie's Burgers is an underground Dinner Series that started in 2009.  A team of young culinary enthusiasts hosts private dinners - handful of times per year - for a small group of members-only, while featuring exciting Chefs who are leaders in the culinary landscape, at obscure venues - only revealed last minute - across Toronto.

Over two nights, Fergus Henderson and the team from St. JOHN, London graced us with their charm and unique palette.  To complement the evening, wine pairings were St. JOHN's private label wines from Bordeaux France.  More importantly, the service team were volunteers composed of Toronto chefs, servers, managers and restaurateurs making the night incredibly memorable.

To be honest, this level of service, enthusiasm and guest participation is not realistic in an everyday restaurant setting.  Similarly, the fanfare of the Oscars could not be replicated in another award ceremony.  But for one night (two in this case), the moment was magical.  The CB service team waltzed through the Skin & Bones dining room introducing every plate as if it were your last meal, while the St JOHN's chef team orchestrated the kitchen processions flawlessly.

Part of the unique experience for me was being completely mindful of every morsel you put in your mouth, that is, being present when eating.  Think about the last time you were completely in the moment when eating.  Further, new friendships were formed while "breaking bread".  As a result,  62-guests held on to each nuance as they enjoyed the food and wine over two hours.

Thank you Charlie's Burgers for creating a unique experience making Toronto even more special!

3 Keys to Listening

When an employer says, "I don't think my staff is listening to me!" You must wonder if the employer listens to their staff?

Reciprocity is just human nature, that is, if someone invites you to their party you feel obligated to invite them to yours.  Similarly, staff will listen to the employer when they've been heard and, more importantly, understood first.  There is a reason why humans were created with two ears and one mouth; so we'd use them in that ratio. 

3 keys to listening:

1. Listen twice as much as you'd speak - allow the person to fully complete their thought by leaving a 5-second pause before you start speaking;
2. Ask the right questions that genuinely engages; and
3. Honour the person by writing it down.

To ensure you've understand what the person said (and ultimately what they're thinking), repeat it back to them.  Don't be shy to ask, "I want to make sure I understood you, is this what you mean...?"

When you commit to listening first, the world will hear you in return.

Plus Bonus...

Such an elusive part of a salary package especially when it is not defined by the future employer in conversation or Offer Letter.  Including a paragraph in the Offer that reads, "At the discretion of the Employer..." means absolutely nothing.  Worst, it starts the relationship with a hint of distrust.

Similarly, it's like asking someone to roll a bowling ball down the lane while placing a curtain in front of the pins so they cannot see how many they've knocked down.  Then you tell the bowler, "Do better next time, you were close!"

Be detailed about the bonus program that your company provides during the Offer stage. Ensure your future super star understands all the metrics to achieving the bonus, and make sure that it's unattainable at least 90% of the time. Then throughout the year, follow-up, coarse-correct and support their process. Sharing vital and confidential financials is imperative in building trust and creating a sense of belonging.  In return, they'll become productive for the sake of pride and appreciation, and not just for the money.

When they know exactly how many pins to knock down and can see results, you've truly set them up for success.

P.S. Remember, the Offer letter is a marketing piece for your company as it represents your brand and culture.  It requires the same attention to detail as your website, menus and postcards.

What Makes A Great Host?

Going to a friend's 30th birthday over the weekend left me thinking about the host's - birthday boy - innate ability to look after all his guests and sincerely have a wonderful time. Truly remarkable.  He chose to accommodate everyone's needs over his own even as the guest of honor.  It's hard not to look in the mirror and ask yourself, "How do I rate myself as a host when we have friends and family over for the holidays three times per year (Easter, Thanksgiving and Christmas)?"

Here are a few qualities that make a great host:

1. Greet every guest upon arrival
2. Hang their coat
3. Receive gifts and be grateful (e.g. putting flowers into a vase, gifts on an assigned table, opening and reading the card, food on proper plating and table for everyone to share, etc.)
4. Remember everyone's name and address them accordingly
5. Ask and deliver their drink order
6. Introduce them to guests nearby
7. Rotate and spend time with every guest
8. Ensure each guest feel comfortable as if it were their own home
9. Anticipate their needs (e.g refill, washroom, garbage can, food, etc.)
10. Ensure no guest is alone or without conversation
11. Appear that you are having fun and not just being the server
12. Pack-up care packages for their absent significant other
13. Say goodbye to parting guests and thank them for coming
14. Essentially make all your guests feel like it is their birthday!

When we strive to provide the same level of attention and care at our business as we do at home, mostly because it is instinctual, that is when we'll become an operation that people remember and talk about.

The Greatest Wealth is Health

Since most of us associate exercise with only our body, I must highlight the importance of exercising the other areas including mind and spirit (not limited to religion) in order to be fulfilled.  Humans need all three areas of life to be exercised regularly to maintain, develop and grow.  Similarly, you need to cultivate, seed and feed (fertilizer, water and sun) in order to harvest in your garden.  People who spend hours at the gym but don't spend any time on their mind and spirit are limiting themselves. A balanced personal life will feed into one's professional life.

One of my goals this year is to improve attention and focus, so I turned to Lumosity - an online brain training program that improves cognitive ability specifically in the areas of memory, speed, attention, problem solving and flexibility.  Not only is it fun, it's improving my attention and memory while gaming for up to 15-minutes per day (recommended three times per week). Further, I know learning is the path to growth.

I am very fortunate to have mentors who have taught me about mindfulness, setting intentions, and attitude of gratitude.  Book end your day (first 90-seconds in the morning and the last 90-seconds before sleeping) by reviewing what you are grateful for.  Then throughout the day, set your intentions before an interaction (e.g. meeting, phone call, conversation, getting together with a friend) and be mindful (or be present) each moment.  I believe in the philosophy of the late and great Jim Rohn, "If you want to have more, you have to BECOME more"

You can benefit from this idea by investing up to an hour per day in your own well-being (exercise = body 30-minutes + mind 15-minutes + spirit 10-minutes).  In turn, help your team focus on their mind, body and spirit so they can be healthy too.  Now that is true wealth!

How To Become A Better Person

Become a better person by sleeping better.

Nicholas of Hastens (Luxury Handmade Beds) is an incredible salesperson who prides himself on providing service excellence.  He understands your needs (by asking the right questions and listening), passionate about the business of perfect sleep, and genuinely cares about helping people.

My wife and I had an hour walk through trying various beds, learning the mechanics of proper sleep and how it improves all areas of life.  Nicholas shared his philosophy, "The four basic things you need are Shoes, Chair, Partner and Bed because they provide the proper support."

When the body fully relaxes on a proper bed that provides support and comfort, reducing normal body twitches and convulsions by up to 60%, you'd wake up without soreness on your body and the need to stretch (a sign that your body was working to find comfort and not resting).

What makes Nicholas remarkable is not his knowledge of sleeping or philosophy on life, but his approach to developing relationships. He believes in depositing into the relationship bank by constantly giving first in order to withdraw. He invests time with each customer (even without a transaction) to help them achieve deep sleep (use sleep tracker like Fitbit One) so they can be more productive during the day.  Truth is, Hastens beds are truly unique and priced between $11,000 to $107,000.

We left the store with a new found understanding of restful sleep and feeling we can become better people.  Thank you Nicholas for caring and sharing!

Never Say No!

I've written about practicing a "Hell Yes!" mindset when performing tasks and living life in general. Here, we're talking about the fundamental premise of never saying "No" to a customer.  This is not in support (or denial) of the common thinking in business that customers are always right, but to empower your staff to always be solution-providers and not problem-creators. 

For instance, when a customer walks through the front door of your business (brick & mortar or virtual), they should never feel dismissed.  The word NO is not an option.  In fact, the customer should never feel like they have to jump through your obstacles for the transaction.  This is the quickest way to send a customer to your competitor.  The key to handling these situations is to provide options and solutions.  Further, always make them feel important and their best interest a priority to your business.

In Stephen Covey's 7 Habits of Highly Effective People, habit #5 is Seek First to Understand, then to be Understood.  Listen and understand the problem first then start your response with, "Yes, and if we..." and provide options.

What we're prescribing is simple but not easy.  Make it your company's policy, practice over and over, and have a proper response to every obstacle.

#2 - Tip for Tipping

In a recent trip to South Beach, we found that most hotel restaurants and pool/beach bars automatically charged gratuity (18%-20%) on your bill.  This practice was limited to the tourist areas only.  Nonetheless, our service experience was very good to excellent everywhere.  In a highly competitive market like Miami, the key to success is delivering on all three pillars  (service, food and atmosphere) everyday.  

At that moment when customers are tipping, the overall service experience is what they're basing it on while food and atmosphere are secondary.  Someone who gives 20% versus 15% isn't necessarily feeling that they've received 33% better service, or that 18% is indication of "almost" excellent. Conversely, someone may love the food and service but felt that the noise-level was too high, and hence, leave 15%.  To some degree, it is subjective and arbitrary. 

However the real metric to focus on is Word-of-Mouth (WOM), which is an invaluable tip.  Operators should program on the credit card machines an additional option to WOM, that is, the ability for customers to broadcast a rating (at the table) directly to Facebook or Twitter.  For the operator, this is an effective way to capture, measure and own critical information.  Receiving 15% and World-Class is a better indicator than just receiving 20%.  Analyzing both metrics provides a pathway to better serve your customers and quickly address issues.

The WOM options are as follows:

   World-Class = five stars
   Sound = four stars
   Promising = three stars
   Acceptable = two stars
   Help = one star

As a weekly incentive program for the team, the operator would match the tips received when the overall rating of Sound or World-Class is achieved.  This money can be a donation towards a community cause or charity of choice.  In turn, customers can participate in your social initiative by being more mindful when tipping. Win-Win for everyone.

The point is to align staff and operations towards a common goal.  Deliver on hospitality excellence (service, food and atmosphere) to increase your rating, tips and social cause.

* food includes wine/bar program

What is your Expertise?

Figure out your specialty (a solution-provider) and become the authority by setting a new standard for your industry.

When my wife needed to fix her sunglasses before our vacation (a problem), she couldn't find a store in the Toronto Eaton Centre to help her including a department store.  Store employees would give her the standard line, "You didn't buy them here so we cannot service them!"

However Sunglass Hut came to her rescue by fixing the sunglasses while she waited (at no cost).  A staff member explained, "We're in the business of sunglasses!"

When you focus on satisfying a person's problem even when there is no transaction simply for the purpose of relationship-building,  they will become a member of your tribe.  As a member, they'll broadcast your differentiating factor and never forget that you've solved their problem once.

Care Ethic

I enjoyed watching HBO's documentary "Herblock:The Black and The White", a story about Herbert Block's fifty-year career as a political cartoonist for the Washington Post.  Particularly, Herb used the term "Greed Ethic" to describe how the Government was being ran; "Anything for a Buck!"

So it made me think, what drives the behaviour of hospitality leaders? Most would say Work Ethic as working hard and diligence were critical during the Industrial era.  Though now in the connection revolution, working smart trumps working hard especially among millenials.

I believe that Care Ethic, someone who cares deeply about other people and always does the right thing in service, is the most valuable trait for our industry.  When putting others before yourself is habitual, then anticipating the needs of others is easily trainable. Genuine care is innate and not learned.  To seek and retain a leader who is naturally caring will require an operator who is, at minimum, equally dedicated if not more caring.  Naturally, leaders will attract other caring leaders - Birds of a Feather.  

As your leaders multiply, so does your customers.

The Power of Habit

(Summary) The Power of Habit - Why We Do What We Do in Life and Business by Charles Duhigg.

I first heard of Charles Duhigg on Success Magazine's audio series some time last year. I really enjoyed the story he shared about Paul O'Neil's first shareholder's meeting when he joined Alcoa (manufacturing company of foil wrap, Hershey's kisses and pop cans) as the new CEO.  As a classic example of focusing on a keystone habit, O'Neil delivered an epic speech to the shareholders and board members about focusing on the company's safety not profits. O'Neil believed that having zero injuries in the workplace would invariably yield profits for the company.

In the book, Charles uses a Habit Loop to describe how habits are formed. It always starts with a "Cue" that triggers a "Routine" which gives a desired "Reward", and around-and-around it goes.  The main idea of changing a habit is to replace the undesired Routine (injuries in the workplace) with a desired one (zero injuries) while the Cue and Reward (safest place to work in America) stay constant.

The current 2014 Winter Olympic Games in Sochi is a great example of athletes using the Habit Loop.  They train and develop a physical skill into a mental behaviour for the purpose of marginalizing error under stressful conditions.  In hospitality, the habit loop would be a powerful tool to train staff for the same reason.  For example, the keystone behaviour of ensuring every guest felt welcomed.  The metric would be using the word "Welcomed" or "Welcoming" when guests described their experience of your establishment to others.

Here is how it works:

• Cue: Every touch point (phone, face-to-face, email)
• Routine: Pretend your speaking to Grandma
• Reward: Guest feels welcomed

Train your staff, at every touch point, to communicate with each guest as if they were talking to Grandma (kind, loving, caring & patient).  You wouldn't have to tell them to be respectful, kind and patient to Grandma (relevant interview question).  If guests received this level of attention from the website, reservation process, arriving, dining, leaving, and finally a "Thank you" phone call/email the next day; they would surely feel welcomed.

If you want to win the Service Gold medal, train your team the right habits and don't leave it to chance.

Employee's Happiness

In the hospitality industry, benefits are being offered more regularly at the Management level. If the idea is to attract talent by showing a company's long-term commitment and interest in the employee's well-being, then there are other ways to fulfill this objective (especially for smaller companies).  In addition, these unique alternatives are more cost-efficient, directed to team building and invested in growth.

For other industries, companies that offer lavish benefits believe there is a ROI.  As we can learn from these leaders, here are my fave-five of Inc. Magazine's 10 Best Companies for Employee Benefits:

1. The American Institute of Certified Accountants offers Health and Wellness program that includes biometric screening and cooling classes. 
2. Capital District Physician's Health Plan offers month-to-month financial planning workshops.
3. Diamond Pet Foods offers free annual wellness exams; a registered dietician helps employees create nutritional plans.
4. Medicus Solutions offers resources to help workers with parenting, elder care, and work-life balance issues.
5. The Star Conspiracy offers unlimited vacation time.

Upon designing a benefit package that best suits your business, make sure you stick to it.  In a business where people are the source of your success, what's more important than ensuring their happiness.

Winter and Licious 2014

During the coldest time of year when spending money and braving the harsh weather are obstacles to dining out, Winterlicious has given Torontonians (GTA) a reason to try new restaurants and network with friends.  As someone who loves the hospitality industry, it is amazing to see a bustling restaurant with happy guests, delicious plates and staff having fun.  Though owners are making less money, this is a time to be building relationships and goodwill with your guests, keeping your staff hours up, and creating momentum for the rest of the year.

Consider Licious as an investment towards the marketing of your restaurant, as eager "fooddies" turn their dining experience into a sport by out-blogging, out-tweeting and out-instag-ing (instagram) each other.  As expected, thumbs up or down on service is an integral part of their comments.  Thankfully, Winterlicious restaurants have been receiving positive feedback for their excellent service and, ultimately, good value.

Keep up the good work (restaurants and restaurant-goers), only 8 more days of Winterlicious and then 4 more weeks of Winter.

P.S. Maybe Winterlicious would extend an extra week just to shorten the Winter season!?!

Tip for Tipping

Do you ever wonder why restaurants need to charge gratuity automatically for groups of 6 or more? It's not because the staff have more work to do than a deuce or a four-top. In fact, it's marginally less work for the front-of-house and back-of-house team.  Also, it's not because customers are more demanding when they're dining among a group...well sometimes.

Winterlicious is upon us in Toronto for the next two-weeks and some restaurants have a disclaimer on the menu that every table, regardless of size, will be subject to an "auto-grat!"

In a culture where tipping is expected in the service industry, it is ludicrous that the customer-server dynamic is not more symbiotic, especially when both parties have "worn the other shoe."

Perhaps we can learn from Uber - a taxi app in North America.  I like Uber because of their two-way rating system between the cab driver and customer.  Upon leaving, the customer rates the driver and the driver rates the customer (out of five stars).  When you order a cab, the customer can see the driver's overall rating and vice-versa. This keeps everyone accountable for their own actions.  As a result, the majority of Uber cab drivers are nicer, more caring (not talking on the phone while driving) and polite.  Cab driver's like Uber for the same reason, that is, Uber customers are nicer.  Oddly, Uber started in Toronto under two-years ago and the customer-driver relationship is already in balance.

If you want great service, you need to be a great customer.  Service can be defined by how you'd want to be treated when you go to a friend's home for dinner.  In this scenario, are you not on your best behaviour as a guest?

Tell Your Story

In the digital world where our attention is at a deficit, the only way to engage your over-stimulated audience is by telling an authentic and personal story.  Technology has given everyone the power to mobilize a tribe and convene.  However, the key to success is the ability to tell an impactful story. Watch and listen to the stories on change.org, TED.com and Kickstarter, and you'll understand what I'm talking about.

As a recruiter, I ask my clients (Owners and Operators) to share their story so I can be their Ambassador.  Their Vision, Values (personal and leadership) and Purpose are the secret sauce to engaging a top candidate (Manager or Executive who is in the top of their field).  Candidates are initially interested in hearing about their story then the culture of the organization.  Next I'll task the candidate to Google/Yelp/YouTube the owner(s) and organization before we even discuss the technical requirements - as it is only a 25% predictor of someone's long-term success.

A prize skill of today's Leader is Innovation.  Start by crafting your own narrative if you want to attract talent into your organization.

Think Like Your Competitor

In February's issue of Success Magazine, the topic is to become the Game Changer in your industry.  Don't just join the game, disrupt it and change it.  We are living in exciting times as industries are going through a revolution.  For example, Amazon has changed book retailing, Netflix has altered how we view t.v. shows & movies,  Airbnb has disrupted lodging, Car2Go has fulfilled inner-city transportation,  and Starbucks has romanced a commodity like coffee beans.  However in each case, these companies have solved a fundamental problem and delivered a new experience.  One that we've been craving for.

For hospitality, the game changing idea is how we create a culture that supports "work-life balance" or, as Tony Hseih coined, "work-life integration." Only then will our industry attract, produce and retain more leaders.  We use the excuse that our operating hours (being open for service) is longer than any other industry and hence, longer work hours for staff.  But clearly this is not a sustainable model as employees have become less tolerant.  When we solve this problem and take care of our own people, they will take care of business.

Remember that we are in a highly competitive industry and change will occur with or without you.  If you're not thinking about how you might put yourself out-of-business, someone else will.

Bonus: Read Darren Hardy's Five Key Ways to be a Game Changer

Generation Why

It's the first time in history where five generations are working under the same roof (pre 1945, Baby Boomers, Gen X, Gen Y and Linksters - after 1995).  So arguably, understanding one another is the most important asset for any team.  As Gen-Yers make-up the biggest population to affect the hospitality industry, how do we attract these future leaders?

A few things to know about this group:

• In their life time, they will have 7 careers
• High probability that the hospitality industry may be their first career
• They are not lazy, it's just that their motivation is different
• Unlike previous Generations, this group thinks that they are in trouble when their boss doesn't speak to them

When I speak to these "up-and-comers", they are very invested in a company's vision and purpose.  They don't want to hear about the technical aspects of the role but instead the cultural make-up of the company and the owner's vision.  They want to know that they can learn and grow within your organization for the duration of their career-pitstop.  Remember, you can teach someone the hard-skills but you cannot train for the soft-skills.

When you start asking the right questions within your organization, you'll inevitably attract the right leaders and potential leaders.

Secrets from Best Companies Recruiters

I read this article on Fortune's website, "16 Great Secrets from Best Companies Recruiters" that I'd like to share with you my top two picks:

1. "We want to get to know the candidate as a person, not just as a set of technical skills. Great candidates are the ones that come in prepared to engage us in conversation, ask us great questions, and are authentic. We have extensive training for employees to learn technical skills, but we cannot teach people to provide genuine heartfelt care to others." --Stephanie Troxel, Director, Diversity & Recruitment of Kimpton Hotels & Restaurants
2. "Follow up with a handwritten note after the interview to the recruiter and also to the hiring manager. This act of gratitude helps candidates stand out in a very positive way." --Megan Groover, director of talent acquisition of WellStar Health System

The interview process is such a critical starting point to a new relationship for it should always be dealt with the highest regard.  As the saying goes, "First impressions are the most lasting."

P.S. We'll examine the importance of the first handshake in a subsequent blog.

Dinner Napkin Etiquette

Recently over lunch at a fancy restaurant, my friend and I talked about Emily Post's Etiquette for using a Dinner Napkin.  

The conversation sparked by noticing our friends and business associates that leave the dinner napkin on the table until food arrives.

Here is what Emily Post and For Dummies prescribes when dining at a restaurant:

1. Place the napkin on your lap immediately upon sitting
2. Unfold the napkin in half – do not flap your napkin to open
3. Use only to clean mouth – not for nose or lipstick
4. When getting up, place to the left of your plate or on your chair – not necessary to refold (some restaurants will refold for you)
5. When finished dinner including dessert, place on the left side of your plate – do not refold

My friend thought the whole “unfolding, refolding” may have started by the aristocrats who wouldn’t fathom doing an act that their servants would perform.  Silly or not, it is best to be over-prepared than under-prepared, especially in a business setting where you are being observed (like in an interview).

Well, something fun to discuss on your next dinner with friends.

  

Happy Employees

According to Tony Hsieh of Zappos, your brand is a lagging indicator of your culture.  Hence, the best marketing strategy for your company is to create an environment where employees are happy, secure, advance and thrive.  In turn, they'd beat your drum to their network and your reputation would spread.

Let's examine the flip side, how do you feel about a brand when they abruptly dismiss a friend after years of service? Or when a company continually makes bad hires?  In today's economy, the culture of people needs to be a priority especially in a people business like hospitality.

Here are a few ideas on how to create a happy environment for your staff:

1. Hire Happy People
2. Support their Personal & Professional Goals
3. Trust them First
4. Provide Proper Tools
5. Empower & Autonomy
6. Reward the Process not the Outcome
7. Be Fair & Consistent
8. Pay Properly

Happy employees equals productive employees.  Take care of your own people and they will take care of customers.  

Brand Building

Meeting passionate individuals in any industry is rare.  Phillip Martin is the Service Leader at Louis Vuitton (Bloor Street) who oversees the Women's Ready-to-Wear.  He truly understands how to engage customers and build relationships, which is why LVMH transferred him from NYC to Miami and now TO.  Phillip wowed us with detailed stories of his travels and over-the-top clientele that he's befriended along the way.

Behind closed doors on the second floor is the Private Showroom designed for discreet shoppers and the Made-to-Order Handbag Salon.  This is where you choose from a selection of leather, color and hardware to create your one-of-a-kind bag ($5k-$11k) made by a skilled artisan in France (takes five months for the whole process).  Upon completion, they present your bag in the Salon (any of 6 locations around the world) with a champagne celebration.  Are you kidding me!?!

Thank you Phillip for your dynamic personality and high HQ, you have converted us to LV fans for life.

Happy Birthday

When you recall a fond birthday memory, is it in a restaurant?  When you speak highly about a favourite restaurant, do you celebrate birthdays there?

It is my observation and experience that nailing the "Birthday Performance" is a guarantee to win over a customer.  The Birthday Performance is doing something remarkable while presenting dessert with a candle.  Some of the best I've witnessed include El Bodegon turning down the house lights and playing the Happy Birthday song in Spanish, Guu Izakaya has their whole FOH and BOH team sing Happy Birthday in Japanese, and Canoe has every staff member wish you a Happy Birthday throughout your meal.  Naturally, the whole restaurant claps and sings to celebrate your big day too.

Further, even people who don't like the attention for themselves will celebrate other people's birthday at these restaurants because of the overwhelming experience!

Simple display of care and gratitude towards your guest on their favourite day goes a long way.  A small but significant gesture is what makes your restaurant memorable.

Now what kind of impact could you make if you remember to send them a birthday wish every year?

First Day at Work

Employers have not recognized the importance for an employee's first day at work.  Most employers treat it as a formality to introduce them to everyone and the environment.  But for the employee, the first day is when they realize whether they've made the right decision and if you're the same person they interviewed.

According to Jason Dorsey (Generational Expert), Gen-Yers will decide whether they are staying or not at their new job by LUNCH TIME.  They'll be either texting all of their friends to apply or they will be using your computer to seek another job.  You know how difficult it is to attract top talent, why wouldn't you create a marketing plan to retain potential leaders?

You can do several things to make an employee's first day memorable, here are some ideas (if they apply to your environment):

• Business cards with their name - a person's own name is the sweetest sound
• Full Attention - dedicate time to really welcoming them and making them feel at home
• Start Date - any day aside from Monday as it is most operator's catch-up day
• Assign a small project to integrate them
• Announce and Introduce this new person to all your employees in advance of their arrival so their is a sense of knowing and anticapation (which translates into a warm feeling by the new employee)
• Pair them with someone who they can shadow (should be same gender and age group)
• Assign a locker, desk or work space in advance to create a sense of organization
• Ensure the first day is fun and unique to make them feel special

Company Culture is the driver of results, start making it your priority.

Zappos' Culture

As a Headhunter, I am secretly delighted when I'm unable to recruit talent away from certain companies due to a strong culture and happy environment they've created to retain their leaders.  A company's Culture is critical for success especially in a challenging environment where the talent pool is shallow, and recruiting and retaining leaders is essential.  

Tony Hsieh of Zappos is one of the most successful leaders known for creating a winning culture and the writer of Delivering Happiness: A Path to Profits, Passion and Purpose.  

In a recent Success Magazine Audio (January 2014), Tony shared the value of creating a culture that breeds happiness for employees, which in turn, increases productivity.  His idea of  "Work Life Integration" is making the workplace a fun and positive environment "because at the end of the day it's just life!"  While most other companies preach "Work Life Balance" which insinuates that work is not as enjoyable as life.  

Here are three ideas Tony shared:

1) Personal Relationships where employees are friends and not just co-workers.  In this environment, employees have a higher level of trust, they do favors for each other and are more supportive of one another.

2) Life Coaches are available to anyone in the company for personal and professional goals including financial and weight loss.  This goes back to Work Life Integration at a high level.

3) Super Power is being open to learning something new from everyone you talk to, that is, identifying that person's Super Power.

Whether you are a small or big business, create a company culture that focuses on each team member and remember that top talent is interviewing you as much as you are interviewing them.

Hope you take this to heart!

Bonus: Top 10 Companies Doing the Most to Make their Employees Happy

Passenger or Driver in 2014?

You can either be the change agent or the one who safely sits on the sidelines criticizing others who take chances. 

Journal your lofty goals for 2014, start with your purpose (your why) then how you will achieve them to attain a specific outcome (your what).  Remember you only have one life to live so make it incredible. 

Be passionate with your work as you spend over 8 to12 hours a day there, which is up to 1/3 of your life.  Just merely starting a business does not make you special when technology has created more opportunities for everyone to become an entrepreneur.  Newspaper routes and Lemonade stands are no longer a child's first job.  Teenagers have learned to program and sell their App to earn money for college tuition.  

Create and install triggers throughout your personal and professional life that make each experience memorable for yourself, family, friends, staff and customers.

Either way 2014 will fly by but do you want this year to be the year when you grab the steering wheel to drive or will you be satisfied with another year in the passenger seat?

Make 2014 your best year ever!