SEE YOU AT THE FESTIVAL!!!!!!

I’m a member of FohBoh are you? If so, how do you benefit from it?

Back in November I started talking about developing a show about restaurants with The Pulse Network an internet TV network. The network is “Social TV” that airs multiple shows from 9-4 Mon – Fri. The shows cover many platforms, sports, business, politics, beauty, fashion, Dads, Moms, health, wellness, and now restaurants. You should check it out, there really is something for everyone. If you can’t watch during the day because you are doing something, like working, don’t worry all shows can be watched “On Demand”. So after months of discussions and a few mock broadcasts we are ready for launch. “Restaurant Raps” will air for the first time on Monday May 2^nd at 3:00pm. The show is where we connect the Kitchen community with the Social community, we connect Owners with their Guests and bring Guests “behind the kitchen door” to help them make better dining decisions. So please tune in on Monday’s and remember this is about Restaurants being social, so get involved, send us your ideas or if you would like to come on reach out to us. I look forward to seeing you.

There have always been food shows going as far back as the great Julia Child in the 60’s, but in 2003 The Restaurant with Rocco DiSpirito aired on NBC and the game completely changed.  Rocco opened a Restaurant with accomplished Restauranteur Jeffrey Chodorow and the drama begins. Inter staff relationships, fires, crazy customers, hiring’s, firings, and Mama with her meatballs (maybe still available from QVC). Fast forward to modern day and you have more shows than you could watch in one week, maybe even a month. Majority of the shows are competitions, Chefs competing for the best dish, cake, or what have you and getting a prize for their victories. In the end I think they all win with the exposure and opportunity to promote their personal brand. The most popular shows are the ones that go behind the scenes and give us a failing individual or business that is turned around with lots of bad food and attitudes to keep it interesting.

The question is what is real and what is not. In The Restaurant they couldn’t figure out why the food that just walked up two flights with no covers was cold when it got to the table. Really? You are a 3 star Michelin Chef and you couldn’t figure that out? In Kitchen Nightmares most of those Restaurants in the beginning should have killed somebody? Really? I know there are some corrupt and bad Health Inspectors out there but even they wouldn’t let that pass. In most of the Chef driven shows the language and derogatory treatment of the people would make most HR professionals pass out? Really? It’s not the 70’s and I’m surprised there isn’t a line of blood sucking lawyers waiting at the studio door to file their law suit?

In the end I think most of the competition shows (Iron Chef, Top Chef, Food Network Challenge, etc…) are just that, competitions of Chefs doing there best to put out a better creation than the next Chef. It’s all the others that are a couple of dramas away from professional wrestling. Most Restaurant Professionals that I know don’t watch because they feel it is just too unrealistic and it kills them that even the simplest of techniques are screwed up. Me, I love a good top rope smack down as much as the next guy. I want to root for the underdog and enjoy the emotional rollercoaster with every bite. I want to jump through my TV and help each and every one of them because I know I can do better!

I would love to hear what you think. Are you watching, the ratings say you are. But is it live or is it Memorex? (For those of you below the age of 30 that means Is it real or not?)

A Chef I know just recently quit his job because he thought he was going to get laid off and he wanted to beat them to the punch. He said, “it looks better if I leave them.” When I asked him what made him feel this way he said that prior to when he got laid off before (which was a surprise) they asked the same question. “Are you happy?” So I asked what his answer was and he said that he told them he was happy and felt they were headed in the right direction. Knowing that was not completely true I asked if he had brought up his concerns of job security and communication amongst leadership. He never did, so they never knew and are now trying to piece together the dysfunction with in their own communication and also evaluate whether he was right for the company or not. At the end of the day it all comes down to communication. 9 out of 10 people change companies or careers for something that is fixable. No one ever said it was easy but it is even harder and more stressful to work through it in your own mind and never bring anyone else into the conversation. And most times when someone is brought in it’s a person who can not make a difference. If you are a sales person you are always looking to talk to the “decision maker”. Why not do the same in your own career path? If you are a Chef and you bitch at the dishwasher about your issues, he really can’t make a difference. Take it from a bald guy “sometimes you don’t know your roof is leaking until your head gets wet”. Communication will change all that for the better.

It is the same for companies. Don’t just tell your employees what they want to hear thinking it will make them more productive. Eventually the truth comes out and instead of asking for clarification they will just leave. The other night President Obama was on 60 minutes and he said “you have the luxury of saying things during a campaign that you don’t actually have to deliver an action plan for.” When asked by my 10 year old what that meant, I told him, it’s when you can say you are going to do something without actually knowing how to do it or if it is even possible. His reply was “well that’s just lying”. I can’t say I completely disagree. So if the most important leader in the world lives by that theory, when and how does it change?

“Say what you mean and mean what you say!!!!

• Money – Make it financially rewarding. The payout should be enough so I feel like I got something other than gas money
• Accountable – Avoid having someone just dump resumes on your desk in hopes of getting paid. Make sure they know the person and include them in the process to make it more personable.
• Make all referrals a priority – Quick follow up and don’t just send them to the website to apply. Again make it personable, this is their friend, have the “a friend of yours is a friend of mine” mentality.
• Pay out in a timely manner. If you hired an employee’s friend, hold yourself accountable and don’t put guarantee restrictions. If someone is taking advantage and trying to play the system, they shouldn’t be working for you anyways.

As in dating when you find that right person they eventually become family and join your list of friends. With your company the success of your referral program will come when…. friends are also colleagues…and…. work/life balance is just LIFE.

How we can help is by joining the efforts in the Great American Dine Out from September 19th – 25th. Everybody likes to go out to eat and everyone has to eat. If you have a local favorite restaurant call then up and ask if they are participating. If they are not, ask why and then let them know you will be dining else where this week. You can find particitpating restaurants here . Restaurants are offering many great promotions, featuring special dishes, and donating part of the proceeds from the week to help support Share Our Strength . Other ways to support are:

1. If you have a blog use it to raise awareness for the “No Kid Hungry” campaign and “The Great American Dine Out”
2. If you are on line at all: Use your presence on Facebook, Twitter, Youtube, etc…. to spread the work about “The Great American Dine Out” and ask friends, family, and networks to please dine out that week.
3. Join on Twitter, September 20th from 9:00am-9:00pm, for the \”Tweet-a-Thon\” to raise awareness for the campaign. Use and follow the hashtags #DineOut and #NoKidHungry

So let’s go out, have a great meal, support the industry we all love, and help get these kids some “ice cream”!!!! Because as Julia says, “Ice cream makes everyone happy!!!!”

Kelly and I were in the North End for dinner without the kids (which in it self is a random act of awesomeness). We decided to go to the Neptune Oyster a small restaurant with approximately 30 seats, excellent food, and very long waits. We put our name in for the 2 hour wait, go park the car and decide to walk around enjoying what used to be our home neighborhood. We return at  our time to get the two seats at the beginning of the bar, next to the door and right in front of the raw bar and window (actually the best seats in the house). Shortly after we are sat a single woman (we will call her Mary to protect the innocent) comes in and adds her name to the 2 hour list. She steps up to the Bar at the end and orders a glass of wine so she could sit and read while waiting. Next to Kelly is an empty stool that is buried in the corner under the bar and not being used, so I offered it to Mary, we swing down one seat and her 2 hour wait just became 5 minutes. Because she was a single guest and the stool was not being used the host was happy to let her jump the list. I notice that Mary is reading from her Kindle, which Kelly is very interested in purchasing, so I inquire about it and the conversation ensues from there. We talk about almost everything careers, family, the neighborhood, restaurants, etc…. You would have thought we were long lost friends. It was when we discussed our children that the conversation got very personal. You see, Mary is a Foster Parent, she lives in Florida with her two Children that she adopted when they were 10 (girl) and 8 (boy). Mary explained that she is one of those people that think if you bring something or someone into your life it should be done in twos ie. Two cats, two dogs, or two siblings. So when she decided to be a Foster Parent she thought I will find less fortunate siblings and bring them into my beautiful loving world. So she finds a Sister and Brother in the foster system that came from an abusive family. Their Parents were both crack addicts that abused the children and they had been through years of turmoil and many foster families. Mary thinks perfect; I can help these Children and take them from all of that. Unfortunately that is not how it works, instead of them crossing over to beauty and love; you are dragged into turmoil and chaos. After listening to Mary tell us of the challenges she has faced over the years with her now 19 and 17 year olds and how through everything she has stood by them and loved them unconditionally we were almost in tears. We proceeded to praise Mary and tell her what a wonderful caring person she was and how she should not give up on fighting the good fight because in the end her Children will one day recognize her efforts and see just how beautiful she is. Mary finishes her meal and as she is leaving I give her my business card shake her hand and tell her “God bless you for being the person you are and if there is ever anything I can do for you please do not hesitate to call.” Mary smiles, thanks us and goes on her way. Kelly and I decide to finish up and maybe go elsewhere for an after dinner drink. We ask the bartender for our check and she says “You are all set; your generous friend took care of everything”, Mary had paid our bill.

Kelly and I are better people today because we met Mary. Not because she picked up our check but because we see an example of how there is still good in the world and one person can make a difference. And to think she performed a selfless RAA just because we listened to her and gave her a platform to express herself. Mary doesn’t even realize how much more she is giving to the people around her and that is the most AWESOME part of it all.

• What are you doing now?
• What works and what doesn’t?
• What are people saying as to why they join your company?
• What are people saying as to why they are not joining your company?
• How is your turnover?
• Etc, etc, etc……..

So after I got some answers I tried to give some answers. I suggested a larger presence in Social Media. Start incorporating the Marketing department with the Recruiting Department. We talked about the change in what candidates want today in comparison to a few years back. Our conversation was direct and I hope it gave a little perspective to my client to help them do some quality evaluations on their recruiting process.

Then on my way home I started to do some of my own evaluation. The entire conversation was about candidates and systems. Although it is good to evaluate these things it really won’t lead to a better candidate or system. The conversation should have been focused on creating a better culture. My client is one of the best in their region and market for the product they serve and the people who serve it. It is truly one of those organizations that you can stand on a soap box and be proud to be associated with them. Fortunately and unfortunately that is the outer image, the person in front of the curtain. I can not truly say that it resonates to the inner core of the organization. I can not truly say that it is also the person behind the curtain and that is who we should be looking at. Is the GM of the lowest volume unit as proud as the GM of the highest volume? Is the Dishwasher as celebrated as the Director? If you talk to your people are they proud of who they are as individuals that are part of this stellar organization? We work hard to get our guests and are constantly changing menus, promotions, designs, uniforms, locations, etc, etc, etc… But we rarely invest that much into our internal guest. Now most of you are sitting there saying that you absolutely invest in your internal guest. You have your programs for this- training, recognition, incentive, etc…. What I say is step out of the glass house and walk over to the house of mirrors. Because until you can truly look at yourself for whom you really are, you will never make the necessary change to move your organization forward. To quote the tattoo on Amanda Hite’s arm “Be the Change”. Because it will truly be then that you can open the curtain to reveal a mirror so that the front looks just like the back and your organization is a transparent reflection of its values.

The restaurant industry has had a similar 6^th inning over the past couple of years. The financial crisis, job crisis, housing crisis, and what ever other crisis you can think of. For some that is what they prefer to do, make up a crisis or as I like to refer to it, an “excuse”. Others, who I like to call the “evaluaters” have not accepted any “excuse” but have, evaluated the situation and adapted. The “excuse” crew sees a 20% drop in sales and continues down the path. Some go out of business; others have deep enough pockets that they still survive hoping it will go back to the way it was. The “evaluaters” have streamlined their business and focused on their guests more than ever. Some have even seen record profit margins on fewer sales. It may be the 6^th inning but it is only the top of the 6^th. We are the home team and we still have an at bat.

So you have to decide, are you going to step up to the plate and take your swings or sit on the bench and make excuses.

There is a team of about two hundred that just left Frisco, TX at the People Report Summer Camp Workforce Symposium. Each one of them has a bat in hand and is standing in the batters box. They are focusing on change, adaptation if you will. They all speak the same language just different dialects but the message is clear:

Embrace change, be yourself (your true self), challenge your people with encouragement and a positive outlook. Set “no boundaries” as you embark on your journey to a better place. And never forget to pay it forward.

These people are infectious and hopefully their positive plague will spread not only in the industry but the world over. I applaud each and every one of them and tell them “nice cut” as they swing their bats. I see a homerun coming.

By the way, playoffs start this weekend…..stay tuned….

In the restaurant world you provide more than just a “service”, you provide “hospitality”. The difference between the two is “caring”. My Mechanic can service my car and be the biggest ass in the world. As long as he charges me a fair rate and my car works, I go back for the service. Caring comes from the heart, people are passionate about it. Just look at the difference in the two definitions:

Service- the performance of duties or the duties performed as or by a waiter or servant; occupation or employment as a waiter or servant.

Hospitality- the quality or disposition of receiving and treating guests and strangers in a warm, friendly, generous way.

The words alone are more inviting in one definition than the other. If you own, manage, consult, or have any type of leadership in a restaurant you need to find out what your people care about and through that you can teach them hospitality. I saw a video were Bill Campion of Talent Revolution  interviewed Rob Perez owner of the restaurant Saul Good and to paraphrase Rob:

We teach our people to know the service part of their job so well that they can focus on caring for the guests.

So when all the Training “gurus” are putting together a program. Make it simple and easy to remember the “service” parts and then focus on “caring”. From there you will have great hospitality. And in this economic climate as we start to recover the ones that care will be the ones that servive.

 If you don’t think it has to get better you are working in a blind spot. The restaurant world is a “life style”. Its nights, weekends, and holidays. While the world is at play, we are the ones providing that play. Our workforce is getting depleted. Gen Y wants to be part of that play, they don’t understand the term “pay your dues” nor should they have to. As the leaders you first need to believe it has to get better then understand what your people need to make it better. Create balance in the life of your organization.

People Report just released information that the amount of time that it takes to get promoted has extended. Not because people are not developing as fast, but because higher level positions are being eliminated or people are not moving. Now restaurants can operate with multiple RM’s, AM’s, AGM’s, Sous, AKM’s, and etc. It is when you get beyond those positions GM / Chef and above that there is a bottle neck. People Report also says (they say a lot and its all GOOD information) what used to take an average of 6 years to be promoted to Regional Manager now takes 10 years. All of this data works completely against a Gen Y mentality.

I know of one company in Boston that makes it Mandatory that every manager has at least one weekend off a month. Their Management turnover is less than 10%. And that is a guess Imation, because they don’t track it, they don’t need to. They listen to their people and create balance.

I am not saying that time is the answer, but quality of time is, both at and away from the restuarant. The playing field has changed and if you don’t belive it, you will miss out on quality people that are going to revolutionize our industry and possibly your business. Engage with these people learn what their balance is and become part of creating it.

Nor do I seek to understand that I may believe, but I believe that I may understand. For this too I believe, that unless I first believe, I shall not understand. – St. Anselm

If you want to understand it you have to believe it. So while you are enjoying your weekend ask yourself one thing……DO YOU BELIEVE????