Payday Loans uk

Prepare to be Remarkable

October 28th, 2008

Last week I was watching Cinderella with my daughters during our Friday Family Movie Night. I love the part where the fairy godmother uses her magic wand to create the carriage and ensemble to take Cinderella to the ball. While I was watching that I was thinking to myself; I wish I had a magic wand! Smile

That wand would be helpful when we receive calls to discuss how to get a service team to be Remarkable. I could then just wave my wand and poof, your old service team would be gone and a shiny, new and Remarkable service team would appear.

Ok now back to the reality. Let’s take your current service team and prepare them to be Remarkable.

In our Elements of Service workbook we teach the Remarkable Service Cycle. Maybe it’s because the first stage of the cycle isn’t “sexy” but for whatever reason we’ve only had one article written about the Preparation stage in four years of Service Talk.

It’s because of an experience I had yesterday that I feel we need to talk about the Preparation stage. (I’m not going to talk about that experience. It may take a magic wand but I’m hoping they will read this article and think “a-ha, we need to change some things around here”)

Preparation

There is no guest interaction during the Preparation stage but that doesn’t mean it isn’t important. Ben Franklin said “By failing to prepare, you are preparing to fail.”

The Service Cycle is repeated for each new guest so the server will go through the Preparation stage several times during the shift. And if done correctly you will see a more engaged service team, better guest impressions, increased sales and the guest will be more apt to leave having had a Remarkable experience.

3 Steps to A Successful Preparation Stage

===> 1. Prepare Yourself

A well-groomed appearance communicates professionalism and creates a great first impression. Uniform or clothing should be pressed and spotless. What’s that saying, “The Clothes make the man”? This can certainly be true for servers.

Stained aprons are a no-no, hair should be tied back and please wear a belt when possible. Hand washing is important for many reason and don’t forget to clean the fingernails.

Owners/Managers, put a mirror where the staff can check themselves during their shift.

===> 2. Prepare the Dinning Area

It’s a big turn-off to be seated at a dirty table. I also tell servers that even if you have bussers cleaning and setting the table, it is ultimately your responsibility to make sure everything is prepared correctly for the guest. If it’s not clean or there aren’t plates on the table for the bread or the seats are wet, guess who gets blamed……YOU!

===>3. Know the Daily Menu Changes

It’s very discouraging to hear a server say “I’ll have to go check with the kitchen” when my wife asks about the soup of the day. Lots of blame to go around for this but I tend to blame management. A servers lack of knowledge around the daily items and specials means management isn’t pre-shifting.

Every server on the floor should know the soups, daily specials and 86′d items. Managers should be quizzing their staff before and during the shift. It’s hard to maximize a ticket average when you don’t know these simple things.

——

Remarkable Service doesn’t just happen in your establishment. There is no magic wand to wave around. There is no silver bullet. It’s takes training and consistent reinforcement. Now go prepare to be Remarkable!

The 100,000 Dollar Server

September 30th, 2008

Yes, it’s a well-worn road to say that service is of paramount importance, but it’s a road that must be traveled often to ensure a restaurant’s success. Quality of service immediately impacts a restaurant’s bottom line, and instilling a Remarkable Service attitude not only benefits the restaurant, but also the server.

With that thought, let me share a conversation that occurred after a recent Maximizing Sales session at a Minneapolis restaurant.

One of the class participants came to me after the program to share her exuberance for the event. She was thrilled that her employer cared enough about the guest experience that training was ongoing, relevant and timely. The service professional was clearly demonstrating an attitude of gratitude and was excited to get to share this learning with her guests. The discussion advanced, and I asked her to share with me her goals for 2008.

Her answer?

“I will earn $100,000 as a server!”

Yes, you read that correctly. Of course, this conversation led to more questions, such as, “How much did you earn last year?”

With great pride, she responded, “$92,000.”

And no, she was not working more than 40 hours per week. It should also be said that the Minneapolis restaurant in which she works is definitely upscale, but not fine dining. Still, $92,000 last year, with a goal for $100,000 in 2008? What does a server do to earn that level of compensation? Her answer:

“I write 17 to 25 personalized, handwritten ‘Thank You’ notes every shift that I work. Over 70 percent of my tables on a given night are repeat guests who I have developed a relationship with. My employer even mails my ‘Thank You’ notes for me and puts on the stamp, and we also enclose a bounce back card!”

From this conversation, some questions for all restaurateurs to ask themselves are:

• What is this frontline employee worth to this restaurant?

• Based on a 20 percent tip factor, what sales dollars need to be generated to earn this return?

• How many $100,000-a-year servers do I have on my team?

• And, finally, perhaps the most important question: What would I do to keep this server representing me?

The Do’s and Don’ts of Running an Effective Pre-Shift

August 26th, 2008

Running a pre-shift meeting is like flossing your teeth. Everyone knows you need to floss at least once a day but for whatever reason some people just don’t do it. And just as there are consequences for not flossing, skipping pre-shifts can impact your bottom line.

If you are not interested in building service consistencies, or teamwork, or even educated and motivated team members then maybe pre-shifts aren’t for you. :) But for the rest of you they should be an integral part of your daily operations and part of your communication strategy.

Communication is very important to any business and pre-shifts are a great communication tool. A tool that creates a structure to assure the whole team is aware of what is going on in the business, market and community.

Here are some guidelines for running a successful Pre-Shift. By Following these simple Do’s and Don’ts you will achieve success in this important training function.

Do Plan – I’m sure you have heard the saying “managers don’t plan to fail, they just fail to plan”. Our clients utilize a pre-shift template that helps them plan the meetings. Having a template tends to help ensure a very smooth & consistent running pre-shift.

Specific things to talk about include the daily specials, soups of the day and any 86x items. Talk about restaurant goals, team goals and any goals or objectives you have for different areas of your team, like Servers, Cooks, Bussers, Hosts and such.

Do KISS – Not figuratively of course because kissing all of your team members could lead to some legal issues. :) KISS stands for Keep it Short and Sweet. And by short I mean really short. Two minutes, three tops. These meetings should be quick hits that inform, instruct and motivate right before the revenue period starts.

When your staff hits the floor you want lots of positive energy so keep the meeting sweet & positive. No sour grapes during these gatherings. There is a time and place for reprimand and negative issues and this isn’t it.

Do Focus – Focus on one primary area to talk about. Whether it’s maximizing sales, providing remarkable service or menu knowledge, pick one topic and focus on that area during your meeting.

Don’t do all the Talking – You want to keep your teams attention so make the meetings interactive. For example when you mention the daily specials have someone give a sales presentation around one of those specials or ask servers what their check average goal for the day is. Try and come up with questions you can bounce off your team where they have to respond.

Don’t Forget to Recognize Team Members – Everyone likes to be hear that they are doing a great job. When that recognition is done in front of their peers that makes it even better. Look not only for individuals to recognize but teams as well.

There, no more excuses about not knowing how to run or what to talk about during a pre-shift. We will also soon be releasing a DVD that will not only talk about how to run an effective pre-shift but will also show real examples of our clients engaged in a pre-shift. Until then follow these guidelines and you will soon be reaping the benefits of a well coached wait staff team. And don’t forget to floss!

Failure of the Shadow Method

June 30th, 2008

“Hi! My name is Paris and I’ll be your server. Are you ready to order?”

It’s an unfortunate fact that I’ve heard that greeting a million times. When a waiter or waitress leads with that greeting, 99 percent of the time it means that my service experience isn’t going to be Remarkable :)

But this experience was oddly different.

My waitress, while extremely energetic and friendly, was very short. But what she lacked in height she more then made up for with her smile. That smile was beaming and went from ear to ear. As I looked at her I could actually read on her face how excited she was to be taking my order.

She was neatly dressed from head to toe in all black, and her hair was pulled back into a pony tail. She had a pencil placed behind each ear and one in her hand eagerly waiting to write down my order on a small pad of paper. She was very skinny so she wrapped the apron around her body twice and then tied it off with a bow in the back.

I ordered the Orange Juice and French Toast which she carefully wrote down on the pad of paper. She repeated the order back to me and waited for my OK. I said it sounded perfect and she quickly ran the order to the kitchen.

The rest of the meal was incredible but here’s what was so different and special about this dining experience.

The server was my 6 year old daughter. It was Fathers Day and she was waking me up early to take my breakfast-in-bed order.

On the outside this just looks like a cute little story. But take a deeper look and you’ll find my daughters actions very revealing.

Let’s start with her greeting. It wasn’t very good. In fact on a 5 point scale with 5 being Remarkable and 1 being sucky, she floated more to the sucky side. So what does that mean? We are talking about a six year old here.

Those of you that have children know that young minds learn from their surroundings and mimic behaviors they witness. I’ve never taken my daughter through the training program “Elements of Service” (although maybe I should. :)) and I doubt she has read any of my articles on service. That leads to the conclusion that her initial greeting was developed using what we call in this business, the shadow method. She developed her greeting by watching & listening to your service team.

WOW! Does she really hear “are you ready to order” that often?

I hope this opens your eyes as to why the shadow method doesn’t work. Your team isn’t doing it right to begin with! :) You need a structured service training system in place that takes your team through the entire service cycle, including the initial greeting. Setting the service expectations is imperative to a successful guest experience. Call us to help you with this.

Now for the positives. Did you notice that she repeated the order back to me. That’s a great habit because it gives the guests the confidence that the order was taken correctly.
The other positive was how she dressed. Her perception is that a server should be dressed impeccably with neither a wrinkle or a stain on the uniform.

It’s amazing what we can learn from our children. And as a parent it’s my job to help my child learn the correct way of doing things. Which is why, after the breakfast-in-bed, it was so hard to decide which feedback form to use; the mystery shopper or the service audit. :)

The Ultimate Guide to Consistency

April 28th, 2008

Consistency is a word I’ve been hearing over and over lately. Unfortunately I usually hear the word consistency after the words “lack of”, “need better service” and “I can’t get no” :)

I hear this from restaurant owners who are calling to ask for help in getting their team to provide better service. 75% of these calls are from people feeling anxious about the economy.

You can’t pick up a newspaper, listen to the radio or watch the news on TV these days without hearing news about the economy. And it’s being presented with a very doom and gloom slant.

As a result of all this negative talk, many restaurateurs are starting to worry about how this economic downturn will affect their business. They are taking a hard look at their restaurant operations looking for ways to improve. Most come to the same conclusion; they need to outservice their competition.

Here’s a typical phone conversation:

Restaurant Owner: Our service is very inconsistent. What can I do to get our staff to be more consistent?

4RS: What kind of service training do you provide?

RO: What do you mean?

4RS: If you hired me as a server today, what kind of training would I receive before I was given the green light to start waiting on guests?

RO: You would have to pass our menu test and follow a head waiter for a couple of shifts. (Shadow method)

4RS: OK. How do you communicate YOUR service expectations to your new team members?

Restaurant: huh?

4RS: How does your team know what you expect during the service cycle? For instance do you have standards about what should happen when they greet a table or what to do after the entrees have been delivered? Do you have anything written down or any classroom training that focuses on these types of service expectations?

Restaurant: No, not really. We’ve been meaning to get to that.

4RS: Well let’s not focus on what isn’t happening, but instead lets focus on what you should and will be doing moving forward :)
——-

That’s a pretty typical conversation and here’s the plan we lay out to help these restaurants outservice their competition.

1. ==> Have your service cycle steps and standards on paper. It’s easier to train your staff when you have your service standards written down. You need to present these in a classrom setting. Whether you use an off the shelf training package that includes an instructors guide, like what we offer, or you develope your own material this is an important first step.

2. ==> Repeat, Repeat, Repeat. If you want consistent service then your message has to be delivered over and over and over. Every pre-shift meeting should include a topic about service expectations. Use a game like our Millionaire style game to help hammer your points across each month.

3. ==> Measure. Have you ever watched a sporting event on TV that didn’t have a ton of stats on each player. In golf they keep track of fairways hit, greens hit, average number of putts and so on. What you’ll notice is that no one is perfect…but they measure to see how close they can get. I have yet to watch an event that didn’t keep score.

That’s the way your service team should be. No one will get it perfect every single time but most team members don’t have any idea how they are doing. They don’t know the score. A service audit for each team member once a month will put you on the path to a consistent level of service.

We’ll talk more about a service audit next month. Until then I’m off to the driving range to see if I can get rid of the consistent slice I have when using the driver.


  • lesbian mgp girls milfs
  • video
  • adult movies online asian ass lickers
  • pictures of buy hollys wife
  • video
  • Nirvana smells like teen spirit alex acosta bearlin private mix
  • wife spanking online video streaming authentic
  • couples sexy costumes
  • nude young costa rican girls
  • video
  • britney spears porn video online
  • online free comedy sex movies
  • Nude pictures online
  • womens petite diamond watch sale
  • water sports porn videos free online
  • free online illegal porn movies
  • video
  • teen sexuality costs on society
  • petite watch with second hand sale
  • free online home sex videos
  • video cards sale black friday
  • online videos butt plugsin use
  • petite clothing alogs online
  • softcore videos online
  • softcore porn movies online
  • extreme throut fuck videos steaming online
  • sex slave video watch online
  • x vids costume sex
  • Top teen movies relaesed for sale
  • buy an asian girl
  • free online kim kardashian sex video
  • free online porn video
  • free online tacle porn videos
  • sexy magical girl online
  • tranny anal fuckimg movies
  • streaming porn online asian
  • video
  • free online prn movies for girls
  • free download african porn movies online
  • youmg black pussy
  • virtual reality movie for sale
  • video
  • young girls bike for sale
  • lesbian sex movies to buy
  • video
  • erotic lesbian online stories
  • watch girls live online fuck
  • video
  • free public group sex thumger
  • porn search sex pictures online
  • ebony xxx dvd prices
  • video
  • ucf girls shower video posted online
  • video
  • video
  • video
  • costume anal sex
  • free online amatuer porn videos
  • video
  • japanese sex movies to buy
  • video
  • porn videos for free online
  • teen girl halloween costume ideas
  • video
  • free online video blowjob
  • video
  • amateur porn movie sales
  • free of cost download sex movies
  • free hot shemale online videos
  • borders girl porn tube
  • teen titans girl robin costume
  • video
  • girls stripping online vids
  • best online asian porn
  • video
  • girls squirt porn free online
  • video sales girl shows tits
  • online sex scenes movie online
  • teenage girls eating disorder selfesteem
  • video
  • online anime sex videos
  • free online website ass pussy
  • free mature porn videos watch online
  • shop online for petite plus clothing
  • young teen girlstube free online
  • online bizzare porn movies
  • porn pics online free
  • sexy black girl videos online
  • watch free online bgrade sex movies
  • Carol vorderman nude pics
  • petite party cocktail dresses on sale
  • teen sleeping beauty costumes
  • porn video store online
  • extreme disorder fuck videos
  • wife threesome buy
  • video
  • online free sex webcams
  • halloween costumes for petite sizes
  • online hollywood sex videos
  • black out party winstonsalem
  • costumes for teenage girls
  • buy on girls pussy
  • teen camgirl sara
  • online sex videos black dudes white
  • video
  • video
  • spanking pictures of rosaleen young
  • free online amateur sex videos post
  • sexy black women online videos
  • salesmen fuck housewife
  • video
  • video
  • hardcore porn free online videos
  • Watch the sex and the city movie online
  • nude lesbian free online orgasm squirt
  • online video porn free
  • bi suck buy sex
  • cartoon porn free videos online
  • video
  • threesome movie online
  • teen halloween costumes pictures
  • watch anime sex videos online free
  • butt lickimg anal whores
  • video
  • free amateur porn online
  • video
  • lesbian oral sex videos online
  • erotic young girls costumes
  • halloween costumes teen sexy
  • sexy free online porn pictures
  • discount asian sex reassignment surgery
  • teens in sexy halloween costume pictures
  • extreme throut fuck videos steaming online
  • free online videos sex fucking
  • free online photos mature sexy ladies
  • free blowjob vids and pics online
  • costumes young girls
  • free full length sex movies online
  • free online panful crying porn movies
  • video
  • hardcore sex online videos
  • porn movie online free
  • your pussy on the internet priceless
  • free online erotic love making pictures
  • video
  • petite cotton clothing sale
  • free online vintage porn movie
  • Hindi sex movies online
  • video
  • video
  • sexiest girl costume
  • online free lesbian hardcore porn
  • youmg russian teen sex
  • wife fuck buy
  • kirs price anal sex
  • free online lesbian school girls video
  • want to suck my buy dick
  • free online fuck team video
  • free online publc humiliation porn movies
  • prego sex and free videos online
  • free online hardcore sexxx videos
  • video naked sale
  • video
  • free online latin porn galleries
  • crazy sex galleries and pics online
  • black sex girls for sale
  • psychiatric disorder associated with anal sex
  • asian shemale videos online girls
  • free nasty online porn videos
  • video
  • online woman orgasm videos
  • free sexy feet porn videos online
  • very young teen sex videos online
  • my buy fuck girlfriend
  • find a lesbian fuck buy
  • teen girls halloween costume
  • old young sex free online videos
  • cheap sex movies for sale
  • video
  • buying porn movies
  • video
  • watch online free hindi porn movies
  • halloween costumes for teenage girls
  • free online full diamond foxxx porn
  • free online fantasty porn movies
  • Teen online full lenght sex tv
  • paris hilton sextape sex video online
  • party girl lyrics costello
  • female orgasm video online free
  • forced oral sex dvd sales
  • free online black porn streaming
  • discounted petite donna ricco dresses
  • watch free online bgrade sex movies
  • free online erotic pussy licking movies
  • free online anal porn gone wrong
  • video
  • petite greenies compare prices
  • costume wife sex stories
  • kelly price naked pictures
  • video
  • free online movie deep throat
  • granny porn online videos
  • blonde mom sons black buy erotic
  • asian shemale videos online
  • Watch online hindi sex movies
  • little teen fucked buy hugh dick
  • south of the border pussy
  • pirate party costumes adult bikini
  • black rubber fuck buy
  • teen girl clothing at low prices
  • sleeping beauty online movie
  • petite halloween costumes
  • free online pussy video
  • young teen hardcore mgp
  • video
  • online free fuck video
  • free video porn online mom
  • online shopping for teenage girls
  • free online porn videos full length
  • online free videos of sex
  • lesbian sucking nipples movies online
  • watch freeonline mature sex movies
  • desi porn videos online for free
  • my sexy wife costumes
  • panties of pussy for sale
  • Uwants online sex movie
  • katie price heart tattoo pussy
  • erotic college girls in costumes
  • watch free xxx sex movies online
  • video
  • free online variations of sex videos
  • video
  • free online hardcore sex illustrated stories
  • pattycake online orgasm video
  • sex with cheap makeup girls
  • video
  • black model free online videos
  • vintage blonde hairy farmgirl porn
  • shemale online video free
  • sex videos online free
  • wife girlfriend stolen video mgp dump
  • gigantic ass video porno online
  • free online lesbian asians having sex
  • video
  • juicyonline amateur vids
  • sexy young girls costumes
  • online fuck video
  • rolex petite watch sale
  • naked online girls with big boobs
  • watch free sex videos online
  • old guys young girls mgp
  • video
  • girls dominating guys free online videos
  • wet pussy girlfriend video orgasm priceless
  • video
  • Uwants online sex movie
  • asian shemale videos online girls
  • online video sex positions
  • girls buying sex
  • online sex webcams videos
  • video
  • teens webcam online post
  • video
  • cool teenage girl clothes cheap
  • video
  • free erotic traveler online megavideo
  • watch free porn videos online french
  • video
  • free online petite girls nude
  • free black cast movies online
  • video
  • free online hardcore videos
  • video
  • fee online sex porn lesbian stories
  • mature ebony sex videos online
  • discount ebony porn dvds
  • free anal sex online videos
  • porn backstabbing bitch online videos
  • free online pornography hardcore
  • vview naked teens online
  • free online big butt movies
  • video
  • free online video cartoon porn
  • the naked mile movie free online
  • video
  • free womens erotic porn stories online
  • online free lesbian porn
  • video
  • spank anal sex stories online
  • buy cheeky girls porn dvd
  • video
  • video
  • Mallu sex movies online
  • video
  • video
  • video
  • german news online topless girl
  • free online fuck girl
  • free online puniment sex video
  • free sex movies online
  • video
  • Katie price sex pic
  • video
  • free costume sex pics
  • top erotic porn videos for sale
  • ass teen fuck mgp
  • large object in pussy online
  • watch girls naked online free
  • free amateur wives online video posts
  • evening dress discount petite
  • free black online movies xxx
  • video
  • hot sex videos online
  • very cheap lesbian sex uk
  • free porn video streaming online
  • free teen blowjob movies online
  • watch erotic thriller movies online
  • throat disorder pictures
  • free group sex thumger
  • Katie price sex tape pics
  • cheap webcam girls
  • watch hot girls fuck online
  • free online asian sex tube
  • free online tight teen pussy videos
  • plug buying guide butt anal
  • video
  • online movies old men young girls
  • mom and sons black buy erotic
  • amateur hot galleries thumger
  • Lesbian porn movies online
  • teen birthday party cheap
  • free amature porn movies online
  • indian sex mujra videos online
  • free online pussy pics
  • video
  • british asian sex videos online
  • asian teenel mgp
  • video
  • watch asian girls movies online
  • video
  • free online naked black girls
  • free sex pics victorian costume
  • video
  • video
  • pictures of girls in halloween costumes
  • island caprice studio asian videos
  • rough sex videos free online
  • video
  • sexy priest and nun couples costume
  • distorder girl porn
  • petite velour jog set brown sale
  • online sex contacts pictures
  • erotic home sex videos for sale
  • video sales girl shows tits
  • Sex in the city movie watch online
  • black and white asian border prints
  • free online sex position pics
  • online girls with big tits
  • sexy ass halloween costume
  • lesbian mgp girls milfs
  • video
  • free online erotic sex stories
  • watch anime porn videos free online
  • online full length porn movies
  • free mail order bride sex videos
  • gigantic natural breasts farmgirls
  • omg sexy porno babes searchspy rules
  • free black online porn
  • black girls online
  • costumed sex pictures
  • teen bikini sale
  • video
  • free online boob and ass pictures
  • wives amateurs swingers mgp
  • costa rica young girls introduction
  • watch free online girl pink teenage
  • video
  • audio lesbian sex stories online
  • free online group sex photos movies
  • naked pics of kate beckinsale
  • watch freeonline teen sex movies
  • video
  • free sale orgasm videos
  • cheap sexy teen clothes
  • video
  • teen webcam ting online
  • intitle index of img jpg pussy
  • telugu free online sex movies
  • asian hot girls online
  • video
  • full length erotic movies free online
  • online hardcore anal sex
  • watch dreamgirls tori black
  • sexy peasant girl costumes
  • couples sex photos art erotica online
  • time traveler wife free online movie
  • video
  • video
  • video
  • video