Posted by Walker Thompson on Fri, Aug 20, 2010 @ 06:34 PM
Sometimes funny, but mostly about what makes the retail and restaurant industry tick, each Friday the WhenToManage team plays on our company name with a WhenTo(DO). This week's WhenTo(DO) is WhenToWATCH-A-YOUTUBE-VIDEO? Sure many of you out there in restaurant land have wasted time watching youtube videos (or Vimeo). Who hasn't? There's some funny stuff out there, but great video content exists. Many times the authors only want to help educate and inspire; so they're not all a waste of time. In this post, we've added a few videos that made an impact on us. Go ahead, sit back at your desk, or dinner table, and watch, you'll find something in these clips that might make you think about marketing, data and ideas...
In this video watch author Malcolm Gladwells' incredible TEDtalks.com presentation about the impact of multiple spaghetti sauces...
Another must is from the frequently mentioned marketing guru Seth Godin. In this video, Godin talks about tribe and impact building networks increases sales.
So you see, and hear, not all youtube videos are just for wasting time. Many of them have great things to teach and tell us. When you're not busy, or can make time for knowledgeshare, be sure to take a look around to see what amazingly free content is out on youtube.
Posted by Jeff Schacher on Sat, Jul 24, 2010 @ 08:55 AM
WhenToManage uncovers communication trend: web-based scheduling application fosters increased collaboration and productivity in the restaurant industry
WhenToManage, the leader in real-time, online reporting and integrated point of sale (POS) business analytics solutions for retailers and restaurants, released the results of a nation-wide user survey proving the critical value of online labor scheduling. Operators, faced with multiple employee scheduling demands, using the web-based communications and scheduling technology, can now more effectively optimize employee-to-management information sharing through a fundamental improvement to the labor scheduling process. The 2010 Survey of WhenToManage Online Employee Scheduling Users, a national web-based survey of over 700 online restaurant employees conducted throughout June and July, found that 90% experienced improved communications to the point where they would highly recommend the application to employers. Over 70% of respondents stated the seamless communications, enabled by the application, increased productivity through improved workforce collaboration. The survey findings highlight new thinking about personnel management in the restaurant and retail industry. The data posits that increasing employee engagement through seamless and interactive scheduling technology makes for more productive employees and efficient scheduling procedures. “We were very pleased at the overall survey results. The fact that 90% of employees would recommend WhenToManage to future employers says volumes about our tools. Many of them commented saying that it ‘totally opened up communication,’” said Jeff Schacher, CEO of WhenToManage. “We discovered that many of our employee users ended up being the power-users of our technology. They are one of the driving forces behind adoption at their restaurant. Frankly, because WhenToManage is so easy to use, we believe it will reduce the headache of employee management now and in the future. Some personnel matters will go away leaving more time for essential management duties resulting in happier employees to boot!” said Schacher. Employees using the application can review their schedules and manage availability requests from either the internet, email or mobile text messages. Using secure log in functionality, employees interact with the system by requesting days off, set preferred shifts, update availability and swap shifts with other employees. Employee requests are then sent back to the store manager for approval. “With employees having less time to accomplish more, the online scheduling application addresses key productivity challenges by opening up communications and encourages employees to work together. This key development keeps the entire operation running smoothly.” Said Schacher.
Posted by Jim McGinty on Fri, Mar 26, 2010 @ 12:04 PM
When guests come to your restaurant, you should treat them as if they are friends visiting your home. Treating your guests with care and providing an exceptional place for them to enjoy a meal is part of the reason they will come back to your restaurant again. They also expect quality in every aspect of the restaurant. Guests are looking for a value in the things they see, taste and touch, and so providing them with exceptional quality will certainly leave a good taste in their mouths; here are a few tips.
Food Quality
Food and beverages are probably the biggest indicator of quality that a customer notices. Food quality is not only important to the customers' impressions of the overall restaurant experience, but it is important for the their health, as well. Guests' health should never be compromised. Although not all restaurants can boast the best quality food in town, they can still take measures to ensure that food is stored and prepared safely. Take the following considerations when assuring food quality in your restaurant:
- Be sure to follow proper first-in, first-out (FIFO) rotation with all food products.
- Properly label and date all food products.
- Never serve food that has expired.
- Prepare products safely, avoiding cross-contamination with dangerous bacteria or cross contact with allergens.
- Wash hands before and after handling food products.
- Prepare and serve foods at proper, safe temperatures.
Quality Atmosphere
When guests enter your restaurant, they should feel as though they are in a special, comfortable place. Try these suggestions to create a superior ambience in your restaurant:
- Consider your concept, and be sure the strength of the light suits the tone you wish to portray to your guests.
- Make sure the volume of your music is audible but not distracting. Music should help create the ambience rather than overwhelm it.
- Decorate your restaurant with a special, unique theme or focal point.
- Even a quick-service restaurant needs to demonstrate a high standard of cleanliness for customers to feel good about the quality of food.
- Maintain a comfortable inside temperature in your building. 70°F is usually acceptable. Minimize drafts or hot spots from lights as much as possible.
Memorable Service
Perhaps even more important than food quality is the service the customers experience from the time they enter the restaurant until the time they walk out the doors. Although restaurants thrive because of sales, the sale should never be put before the customer's needs.
How to Speak with Customers
In any restaurant or food service environment, speaking to customers should always involve the utmost respect and courtesy. This goes for all workers, from drive-thru attendants to servers at fine dining establishments. This is rather idealistic. However, restaurant workers should follow these general guidelines when speaking with customers:
- Use respectful titles, such as "sir" and "ma'am."
- Be optimistic, and speak with a smile.
- Never interrupt or talk over guests' conversations if you can help it,
- Know your menu so you can speak intelligently to educate guests.
- Listen with respect and care to what the customer has to say.
- Be sure you ask questions to clarify a customer's order if there is any confusion.
- Be honest and straightforward with customers at all times, especially if there is a problem.
How to Serve and Clear Food
Serving etiquette varies depending on the restaurant serving type. The restaurant types where this matters the most are upscale or fine dining restaurants. Managers should train their servers in proper table etiquette if they are unsure of how to proceed in a serving or clearing situation. The following tips describe the basics:
- Service order is usually an important standard upheld in fine dining restaurants or formal banquets. In these dining establishments, it is appropriate to serve the guest of honor first, then the female guests and then the males. In less formal restaurants, it is acceptable to simply serve women before men.
- Servers should serve and clear food from the diner's left side. Some formal restaurants advise serving with the left hand for these tasks. Serving from the left is best since most diners are right-handed. Politely excuse yourself if you find that you are interrupting or reaching.
- Serve or pour beverages from the diner's right side since that is usually where the glasses are set on the table.
- Serving food, servers and food runners should not call out entrées to see whom at the table claims the dishes. Servers and food runners should have a system to identify which plates correspond to which guest without having to mimic an auction house.
- Good service extends beyond the meal to the entire length of time the party is inside the restaurant.
- Unless otherwise requested, clear all plates and empty glasses at the same time, and before presenting the check.
Caring for Upset Customers
Now and again there are bound to be problems. A customer may be dissatisfied with his meal or may find the quality to be below his standards. Sometimes guests will find the need to vent anger or annoyance before the problem can be resolved. Be sure to train servers the proper ways to handle customer complaints. The manager should also visit the customer to ensure the resolution met their expectation. Retaining upset customers can be a challenge. When you put in the effort and respect to recover distressed customers, you may be able to convince them to return to your establishment in the future.
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Posted by Jeff Schacher on Mon, Jul 27, 2009 @ 02:05 PM
In an effort of full disclosure, I will admit that I love to eat at Johnny Rockets and I used to be a Broadway wannabe.
I was very intrigued by the new Johnny Rockets campaign.
They are partnering with the studio behind the new "Fame" movie and
promoting a talent contest called "FAME National Talent
Search." They are encouraging their guests to show their talents either
at contests in Six Flags theme parks, or guests can submit videos on
myspace.
I like this new campaign for a few reasons:
- It pairs food with entertainment - Some of my best
meals have only been heightened by the music playing. From burger
joints to steak houses, the ambiance created through thoughtful music,
decor, menu design, and food presentation makes a memorable impression
when done right. Food at any level can be creative and artistic and is
made even better by pairing it with other artists.
- It fits their brand - For any unfortunate souls
that haven't experienced Johnny Rockets, it's a 50's style malt shop
with burgers and fries. To me that says Americana. And like it or not,
America has been devouring talent shows like American Idol, America's
Got Talent, and So You Think You Can Dance for several years now. We
like to watch the underdog with a dream have a chance to rise to
stardom.
- It's unique - Now there's nothing unique about a
restaurant franchise partnering with a film studio, but this
partnership is certainly different. I suspect that they hope to use
social media to bring together a community to help judge the talent.
While it's not a campaign to bring people in the door per se, I do
think it's a great way to insert their brand into new conversations
online and elsewhere.
Time will tell if this is successful, but I have a hunch it will work out well for them.
Posted by Jeff Schacher on Tue, Jul 07, 2009 @ 03:17 PM
Here is a fun article
on some popular phrases used in describing items on restaurant menus.
Things like "world famous" and "garden fresh" are certainly overused
are good examples of "me too" marketing.
Instead of coming up
with more interesting, creative, or honest descriptions for their
items, they just take a trip to the well of clichés that can be found on any other restaurant menu.
Any
business can fall into this trap, but it's important to distinguish
your brand from everyone else. Dare to be different as they say.
Does
anyone choose to visit a restaurant after seeing an ad stating that the
food is "grilled to perfection" or that they serve "world famous"
chicken?
Now tell me that you serve enough chicken every month
to fill a football field or ship takeout across the country and I'm
interested.
Posted by Jeff Schacher on Sun, Feb 22, 2009 @ 09:40 PM
If you are starting or already running a business and you haven't had the pleasure of reading any of Michael Gerber's E-Myth books,
I would highly recommend that you grab one. E-Myth stands for the
"Entrepreneurial Myth." In his books, Michael dispels many myths about
being an entrepreneur and talks about working on your business vs.
working in your business.
It's fairly common to see a struggling
restaurant that was started by a chef or just someone with a passion
for food. They own the restaurant, they run the restaurant, and they
work at the restaurant. They have created a job for themselves that
they can't easily walk away from. They are the restaurant. Now if you
just want a job, there are better and less stressful ways of going
about it, but if you want to build a company, then you need to work on
it and not just in it.
What does it mean to "work on your
business"? Basically, you need to spend some time outside of the
kitchen and outside of the dining room and think. The goal is come up
with a manual for how to run your company. Pretend that someone wants
to franchise your restaurant, how would you tell them to do it?
What
is the brand? How should the place look? What food should they serve?
How should it be prepared? What kind of people should they hire? What
kind of service should they give? What should their guests expect? What
should their staff expect? How do they increase sales? How do they cut
costs?
After you've taken the time to write down the answers to
these kinds of questions, you'll have created a manual of what you do,
how you do it, and why you do it. This manual, filled with all your
systems and processes, creates tremendous value for your business. As
you implement these systems, you become replaceable. The restaurant
knows how to run itself. You can spend more time planning for the
future and less time being the "key" employee.
It's easy to
forget the "what", the "how", and the "why", when you're working 6-7
days a week, but it's time to step back and look at the big picture.
I look at it like this... It takes passion to start a business, but it takes process to build one.
Posted by Jeff Schacher on Mon, Jan 05, 2009 @ 09:41 AM
One of
the things that always strikes me when I'm walking around New York City
is the creative restaurant names that people come up with for their new
ventures. In New York City, there is so much competition for a diner's
attention that new restaurant owners need to do whatever they can to
stand out. Some of the names are just strange for the sake of being
strange (I won't mention any), but most of those are forgettable. The
ones that stick with you stick because they give a fitting name to the
dining experience whether it's a hole in the wall that serves fries or
a fancy jacket and tie place.
For anyone out there looking for
help with a restaurant name or a name for anything really, check out a
fairly new website called Name This.
For $99, you enter in the description for the business or product
you're trying to name. Then the community of users takes the next 48
hours submitting and voting on names for you. I have to say that I am
very impressed with the results that I have seen and I can't wait to
try it on my next project.