First Impressions

First impressions are everything in the hospitality business. Which is why I am floored by the lack of genuine hospitality sometimes from front line staff. And even more shocked at the owners and managers who hire these folks!

I am in Columbus, Ohio for the weekend to visit my wife's family, and sometimes friends from when I lived here myself. Making this trip about once a month, I try to visit some of my former haunts and a few new places. A game I always play is called "2 minutes", in which I decide if I would hire this person based on the first 2 minutes.

Let's just say this weekend I have effectively "not hired" 10 employees at 4 establishments.

(On a side note, I did want to hire the young pregnant girl who attempted to hold the door for me. I declined and returned the favor.)

The various undoings range from trivial to overall bad attitude to lack of attention from 4 bartenders in an empty pub. As a recruiter constantly searching for good talent, this frustrates the hell out of me.

The common theme in the people I did not hire was poor attitude, and should have clearly been noticed by the hiring manager in the interview, or at the very least in the reference checks.

(Remember reference checks?!)

Great personalities and hard work can be trained on technique and position duties. Bad attitude can only spreads through your staff like a virus.

Happy Hiring!

Score one for Park Creek Kitchen

I'd like to welcome Park Creek Kitchen to the neighborhood of Upper Arlington, Ohio. Because it they certainly did welcome me.

I hit up the Columbus Clippers game last night and on the way home my brother in law suggested a beer on the way home at a new place that just opened this week. My arm doesn't need to be twisted for another beer. So off we went.

Columbus has quite a few culinary gems, but the location we were going is a small boutique shopping area stuck in the middle of a residential neighborhood. Many spaces have sat vacant for a long while, and we actually kicked around the idea of opening a small pub there.

We arrived around 11pm to find the chairs up and the lights low. The closing time read 10pm, but the door was open. Behind the bar we met the owner and chef, Jeff Headley.

Chef Jeff was extremely accommodating. He told us the story of Park Creek, where he had come from, where he was going, his struggles to open a restaurant with a liquor license in a residential community with just a 5% commercial base.

He demonstrated genuine hospitality. We sampled from among his large craft beer list and salivated over the eclectic menu consisting of organic and local ingredients. Though I have not tasted from the menu just yet, I will return based on the experience. Even if its just for another beer.

Here are a couple of link to the website and Facebook pages.

www.parkcreekkitchen.com

http://www.facebook.com/profile.php?id=1064913159&ref=ts

One More Dollar: My Guide to Tipping Etiquette

When you are in a restaurant or pub, how well do you tip the wait staff or bartender?

I have a friend who always tells me he feels extra pressure to tip better when he is with me. All of my years in the service industry have certainly affected my monetary generosity, even after I left for a while. And I believe overall the public is more aware of the necessity to tip restaurant employees better and of their low hourly wages.

Industry standard has set the scale at 12, 15 and 18 percent over the years. Who came up with this number anyway? We've all seen our grandmother pull out her tip card when the check arrives. Mobile phones even come equipped with tip calculators now.

I for one am embarrassed to dine with someone that uses one of these contraptions and, in the past, have over compensated for lousy tippers in my party.

My tipping standard, regardless of service is 25 percent + $2-5 extra. If I would have received that as a server, it would have made my night. A tip like that can give someone a little more pep in their step that night, and more often than not, give you even better service next time you come in.

Maybe this isn't something everyone feels comfortable doing. That's okay. Here is what I recommend.

If service was poor beyond belief, then I encourage patrons to tip accordingly and speak to a manager about the poor service. They will appreciate your criticism if they truly care about the service in the restaurant.

If service was good to amazing, then throw out your tip card and your pride. If you have a hard time deciding what a good tip is, then give a minimum of 20 percent. Then, I implore you to add $1 to that. Icing on the cake would be a positive compliment to the staff and manager, as well as a thank you.

A little known fact. Servers in Indiana make $2.13 per hour. On average, the "tip out" a portion (sometimes 40%) of their tips to hosts, bus boys, cooks and bartenders.

The bottom line is, what are you going to do with that extra dollar or two, that you can't give it to your wait staff? I encourage everyone to make a commitment to giving one extra dollar each time the dine out in 2010.

Get Ahead of Your Day

Ever get to lunch and wonder where your morning went? Ever get to 5:00 and wonder where the whole damn day went? Or in the restaurant business, the example would be arriving at Saturday and wondering where the week went.

Its impossible to cram 25 hours into a day, but many of us in this business have tried and even more have prayed to the Gods of beer & time wishing for just one more minute.

Early in my management career, I figured out the secret to beating time and getting ahead in the day. For you, I will now divulge this top secret method. The secret is not really so secret, but I like to think I have it all figured out. And I can break it down into three simple steps.

Step One:

Love what you do and be passionate. The easiest way to fall behind and accomplish nothing is to be apathetic about what you do. Apathy leads to procrastination. Procrastination leads to 6:00pm and a to do list still untouched.

Step Two:

Prepare for your day. This is the most important and easiest way to be excellent and successful in what you do. When preparing for a day in the restaurant, or any business, there are some things I have done and highly recommend. (Adjust accordingly for your likes and personality.)

Always make a list starting the night before, at the end of your work day. It is amazing how much time you will free up for the next morning when this task is completed the night before. Don't think of this as work. Do as I would do and accomplish this task as you sip a frosty beverage after work.

Step Three:

Start the day early. When opening the restaurant, I would routinely arrive 1-2 hours before needed. My favorite way to begin any day is sipping some fresh brewed coffee while I read the morning paper. Listening to ESPN Radio or some music is the best way to get the day going. I call this getting into my day and it is essential to my success.

I am currently sitting in Caribou Coffee in the Columbus, Ohio neighborhood of Grandview Heights. I am in full prep mode for the day.

Early arrival will give you a chance to actually accomplish that morning walk through you never get to. Or plan accordingly when you find the ice machine has malfunctioned on the hottest day of the year. Or call in some back up when you have a string of emails with staff calling of work. (Funny how those come in at 5:00am after a big party night).

These two hours in the morning are the best part of the day. It gives me a chance to clear my mind and prepare for the day. As I said, adjust accordingly to who you are. If you are an exercise fiend, maybe you will head to the gym to clear your mind and mentally prepare.

Regardless, follow these two steps and you see an increase in productivity, success and most certainly find that extra hour you've been searching for.

Restaurants: Your Favorite and Why

Everyone has a favorite restaurant.

Whether it be a fast food joint you've been going to since childhood, a hometown favorite you make sure to hit up when visiting family or a new local independent in your neighborhood.

What I want to know is why this is your favorite restaurant. For me, its hard to pick a definite favorite, but I have a few close to my heart. They include a greasy burger joint in my hometown of Madison, Indiana that I've been going to since I was young. There are a few others scattered between Indianapolis, Charlotte and Columbus, Ohio.

Many people say the food is the number one reason why a restaurant is their favorite. I love the food, but atmosphere, music, decor, cleanliness, history and hospitality are all very important to me.

The old saying goes: You can get a burger anywhere. Why here, or why there?

I would love to here some feedback on what your favorite restaurant is and why?

Good Service, Poor Hospitality

Service and Hospitality are two completely different things, but are often confused as one and the same. To me, they can be defined as the following:

Customer Service - The provision of service to customers before, during and after a purchase.

Hospitality - The way this service makes a guest feel before, during and after a visit.

Companies spend loads of money on hiring and training new employees, as well as current ones, on customer service issues. They work hard to project a positive image onto the public. Why is it that most (not all) independent restaurants get it right, but most (not all) corporations get it wrong when it comes to achieving customer loyalty?

No matter how big or small, the front lines and store level management make or break a restaurant. An small, independent operator has the authority to make his or her own decisions. If they want to give away a free dessert, by all means they do it. If they wish to publicly curse an out of line customer, they can do that too. Right or wrong for their business, they can do this.

Corporate chains that sincerely care about hospitality, and not just good service, empower their employees to make on the spot decisions. Most of them do not and require strict corporate policy to be followed, essentially making managers robots. Last time I checked, hospitality was a people business.

I had an experience with corporate chain Panera Bread this past weekend that was a perfect example. This is an establishment I have frequented for nearly 10 years. I like the food, the coffee and the atmosphere. The service is average to good, but never stellar.

The problem I have with Panera Bread is their wi-fi policy. They have a restriction on time access of 30 minutes between peak hours. The problem here is, that they are driving out their most loyal customers. I am one among many who will meet friends, colleagues, clients and family to work, do homework or just read the news for hours at a time.

I understand the theory behind this policy. Unlimited wi-fi means squatters. Squatters mean less table turns. Less table turns means less money. Therefore, 30 minute time restrictions means more money. This is fine, as they are in business to make money. The issue is the staff's lack of authority to solve customer issues involving this restriction.

Let me just say that the manager on duty was excellent, and I have received a phone call from the General Manager. They were both great, but the corporate policy restricted their ability to extend genuine hospitality to me or other patrons. The manager had no authority to grant me extended wi-fi access, even though their were plenty of empty tables and I posed no threat to their revenue intake.

When I asked about the policy, I was directed to a customer service hot line to reinstate my connection. Really, a hot line? What I found out was that the hot line was in fact a company that Panera contracts out to in order to avoid dealing with their customers directly. They told me to contact someone in Panera corporate, but would not give me a number.

Unable to find a corporate email, I did the next best thing. I sent a direct message and friend request to Panera founder and CEO Ron Shaich on FaceBook. I have yet to receive a response, but I am hoping he will respond. Maybe he and I will be able to meet one on one over a cup of coffee.

During off-peak hours of course.

I would explain to him how I was unable to finish my taxes online. I had chosen to do this at Panera, because taxes are stressful and usually his store is a stress reliever.

Or about the girls next to me working on a midterm exam online. Oops! They were also booted out. I hope they didn't fail the glass.

Or the family in the booth working on their family tree. Excitement over reaching out to relatives dashed precisely at Noon.

At what expense does a company make extra money? Losing their most loyal customers goes against the entire spirit of the hospitality business.

Floor management excelled at great customer service. Panera's corporate policy chewed up genuine hospitality and spit it out.

5 Must Read Books for Hospitality

I've been doing a lot of reading the past couple of years in order to learn more about the business, as well as a help give myself some direction. My selections have covered some of my favorite passions including restaurants, business, sports and leadership.

These are the 5 books I have found to be the most insightful, educational and motivational.

5. "One-Minute Manager" by Ken Blanchard & Spencer Johnson

You may or may not have read any of Mr. Blanchard's books about business philosophies and leadership. And Mr. Johnson is best known for his book, "Who Moved My Cheese." All of their selections are top notch, but "One-Minute Manager" has a special place in my heart.

I first read it as a new manager when I was with Scotty's Brewhouse. Owner Scott Wise gave it to me in order to help me develop my own management strategies and philosophies. This short read teaches supervisors how to effectively motivate their people through constructive criticism and setting clear and attainable goals.

4. "Twitter Marketing for Dummies" by Kyle Lacy

Indianapolis entrepreneur, and social media guru, @kyleplacy wrote this book last year to cater towards those familiar with, and still learning about, the phenomenon known as Twitter. Mr. Lacy breaks down the intricacies of Twitter, and its marketing capabilities, into an easy to read and comprehend book, that everyone should pick up.

For anyone curious about Twitter, or how it can be used to advance your business, please pick up this book. Get ahead of the game now. It can be ordered online at http://twittermarketingfordummies.net or picked up at your local library.

3. "Restaurant Success by the Numbers" by Roger Fields

I picked this up at Borders Downtown one day last summer and read it by the next night. It is a very easy read and one of the best books on opening a restaurant I've seen. The strength in this book is the authors ability to explain the numbers of the restaurant business to entrepreneurs who already have the vision.

The author is a former CPA who took a chance on the restaurant business with no experience, but knew the financial aspects of it. Too often, new restaurateurs have the experience and the vision, but know nothing about numbers. It is a good look at the other side.

2. "The Carolina Way: Leadership Lessons from a Life in Coaching" by Dean Smith

This was a tough to stomach, being an avid Indiana fan. But this was one of the most powerful reads I've ever managed. The book was far from being strictly about sports, or even North Carolina basketball. Coach Smith opens up about life, family, faith, respect, motivation, basketball and more.

The book is divided into 5 general topics. They are Foundations, Playing Hard, Playing Together, Playing Smart and Lessons Learned. Each of these is divided into sub-topics touching on his core values: Dignity, honest, respect, consistency.

1. "Setting the Table: The Transforming Power of Hospitality in Business" by Danny Meyer

My all-time favorite book. Famed restaurateur Danny Meyer of Union Square Hospitality Group in New York City presents a tell all from his upbringing to his first restaurant to present day, and the reason he has been so successful.

The message is clear and precise, that hospitality - not good service - is the be all, end all. The book is a must read for restaurant and hospitality people. It is also recommended for any other business in my opinion.

Hopefully, you will get a chance to read these. In the past year, they are probably the best books I've read. If you have any recommendations for me, please send them my way. Thanks!