All Posts Tagged With: "business"
Written by Craig Simpson Hospitality Coach
Its amazing how being stressed changes your personality and its usually for the worse, the sad thing is you cannot avoid it while you are running a business and a hospitality business is up there with the best of them at giving you large doses of STRESS. Some of us thrive on it – but others sink as fast as a boat with no hull.
Having good restaurant strategies with clear systems and procedures in place is certainly the best way of avoiding some of the day to day stress that our industry dishes up (excuse the pun) but lets talk about what happens when the stress is caused by some other things happening in your life or even just the fact that your business has gone quiet. Over the years I have experienced many stress causing problems both job related and personal, I cannot say whether one is worse than the other, all I know is they can have a very adverse effect on how you conduct your business.
The way I see it, when you are dealing with the public in an environment such as hospitality, it is a bit like being on stage but instead of the audience sitting in front of you clapping they are sitting in front of you eating and hopefully happy. You continue to rehearse your lines day after day and as you get more experienced you become more confident and that is when you will use your personality but there will always be a certain element of acting going on.
I remember some pretty tough personal times over the years and found it very hard to face the customers. I was reminded of it the other day when I visited a client. He had not been in his restaurant very long and things had not been going well. The second day he was there they had a fire in the kitchen at lunch time, his restaurant was full and he had to ask them all to leave but on top of this his trade was not as good as he thought it would be. When we sat down and started to discuss a few things he told me he was incredibly stressed and that he was finding it very hard to function, as I looked into his face it reminded me of early days in business. I felt very sorry for him but knew it was a learning curve he would have to endure until we could work together and find some solutions to the pain.
One very important lesson I have learnt is that your customers will very quickly realise that you are stressed if you let them and this will definitely make them feel uneasy. Just like any actor, other people can read our face to know how we are feeling and what we are thinking. This will in turn add to a bad experience for them which is what you do not want as your customers are far too precious for that. They come to your restaurant for a good experience. There will be times as an owner/manager you will have staff with problems too and you will have to coach them about leaving their troubles at the door and putting on a smile.
So the answer to this is act, and the more things that are getting you down the more you will have to act, I know this is not easy but your customer does not really care about your problems they just want you bright and bubbly because as they say in the theatre THE SHOW MUST GO ON. Remember they too have their problems and their coming to see you for some fun and excitement as well as an enjoyable experience to be taken away from their own burdens.
Written by Craig Simpson Hospitality Coach
It’s a great feeling when there are people enjoying our product. We see them having fun. They are socialising and enjoying themselves in our business. We are creating an environment that they want to be in. Money is flowing across the bar just like the alcohol. Food is leaving the kitchen and replaced by more orders. Its a hive of activity. Its a whole new world inside your establishment.
Then at the end of the month reality hits. Where did all the profit go you ask yourself? How could such a busy place, a place where everyone wants to be, a place everyone is talking about, be making no money? My costs are all in line – they are as tight as can be – or are they? There are obviously some holes in your ship and unless you fix them you are going to sink very fast. In the hospitality industry we are 24 hours a day – 7 days a week. There is no time to relax – you need to realise that unless you change things and change them fast, next month is going to be no different. And by now next month has already started! This is the reality of the hospitality industry.
You have to have a very close look at where the money is going. Where can you cut back? Where can you make some real savings? Remember that a lot of small savings can add up to a ‘big difference’.
I am reminded of the time I walked through a clients restaurant before they opened. This restaurant opened for lunch and dinner and here we were walking through at 10.30am and the place was spotless. No dust or dirt anywhere. The tables all set, the smell of coffee coming from the coffee machine. I could smell the lamb shanks cooking away and the chatter of voices coming from the kitchen. As we walked through the kitchen I could see the salamander was on, the hotplate heated ready to go and the dishwasher cleaning away. What I also saw was nothing under the grill, nothing on the hotplate and only a couple of dishes coming out of the dishwasher. On top of this there were 2 chefs and a kitchen hand as well as two front of house staff. The restaurant didn’t open until midday and everything was ready to go. I asked the manager what the staff were going to do now that everything was all set up. ‘Cleaning’ was his reply. OK I will give credit where credit is due and I must say it was one of the cleanest restaurants and kitchens I have ever been in, but this was obviously coming at a price. A big price!
I consequently found out the staff all started at 8.30am. It didn’t take long to see that staffing hours needed to be cut back and the wasted energy with the grill up to heat and the hot plate on full was also saved.
It might not sound like a lot by cutting back a few hours here and there and turning the grill on a little later but over 12 months this saved my client $31000.00. These cost savings did not affect the service standards in any way; but the savings did go straight to the bottom line profit of the restaurant.
Sometimes the costs are staring you right in the face but you’ve just got to open your eyes wide to see them. I will admit that others are harder to bring in line but there are certainly controls you can put in place to run a tight ship.
Just by turning the lights down or some of them off when all the guests have left while you finish cleaning up the restaurant can save a lot over time.
Other areas to look into are rubbish removal, telephone calls, internet usage, advertising and marketing and laundry to name a few. Analysing these and really working out how they are working for you can dramatically change your bottom line.
Written by Craig Simpson Hospitality Coach
I know what your thinking – the last thing you want to do when you are not working is go out for dinner at the place you work.
Every day we watch the food being made, we serve it, we clear the plates form the customers; we re-set the restaurant and wait for the next customers to come in and the process starts again. But what are the customers really seeing? What are they really thinking? What do they really taste? We stand above them while they sit at the tables, we walking around the restaurant – we asking the questions and hope for answers we want to hear – but this is not enough.
Have you ever gone to another restaurant for dinner and even though we don’t say anything to our dining company, in our minds we are saying to ourselves ‘if this was my restaurant I would change the colours, if this was my restaurant I would improve the services, if this was my restaurant I would change the menu, if this was my restaurant I would……… ok you get the idea. We know what we would do in other peoples restaurants but what about our own.
When we are working we only see whats in front of us – and when the customers are in our restaurant they only see whats in front of them as well!!!!!!!!
We need to put ourselves in our customers shoes and dine in our own restaurant. We need to experience what the customers experience. I know that it can sometimes be hard to go into your own restaurant and experience exactly what other customers are, after all your employees will try and give you the best service out (well hopefully they will) and try to give you no reason to question their ability and service standards. However there is always so much more going on within the restaurant that just the service you are receiving. After all you can see the service standards the other customers are receiving and also over hear their conversations about your place. There is so much going on that you don’t see while working that can drastically affect your business. How long are customers waiting, which ones are getting impatient, who is being forgotten, who has been waiting the longest for the food and worse of all who has not had anyone talk to them all night.
Another good idea is to send in friends and family for dinner – your staff won’t always know these people but if you brief your ‘spies’ first hand you can get a lot of great information that will do wonders not only for you but also for staff training.
Grant Thorpe currently coaches top performing business owners throughout Australia, New Zealand, India, the United Kingdom and the United States. His philosophy is to Double or Triple his clients income through business growth starting right away!
Create a Wonderful Life funded by your hospitality business. Hospitality can be great cash flow, but its important to remember that its only there to fund the wonderful life you desire, not the other way around. Grant’s focus with his clients is to create a bountiful resource from their hospitality business to finance their dreams.
Through his coaching he encourages you to use the resources available to change the way you think about your business and to start focusing on the dollar productive activity that will make you one of the top percentage of business people that make the majority of the money!
Get started right now!
To get started and receive an ‘absolutely free’ introduction to business coaching submit a private comment to me below – right now, I will respond promptly and arrange a time to phone you for a no obligation free introductory call.
It’s as simple as that!
For more information visit www.grantthorpe.com
Craig Simpson has spent over 18 years within the hospitality industry and is considered amongst his peers a true industry professional who always strives for nothing less than the best. Working his way through hotels to senior management levels and running his own restaurants his wealth of knowledge is second to none.
Craig’s attention to detail and out of the box thinking along with local and international knowledge and experience has made him a true hospitality success.
Now Craig is here to help you rapidly achieve major success within your hospitality business by working with you to reach your dream goals and so much more than you ever thought possible.
Persistence, Determination and Focus are Three Key Ingredients to Your Success
During his hospitality career Craig has accumulated many years of business management experience, culminating in owning his own successful restaurant business which he then sold for nearly 4 times what he purchased it for. Craig took this planned opportunity to then focus full time on his true passion, working with his hospitality and business coaching clients.
Engage your own personal hospitality business coach.
To get started and receive an ‘absolutely free’ introduction to business coaching submit a private comment to Craig below – right now! He will respond promptly and arrange a time to phone you for a no obligation free introductory call.