RPP Consulting Services

04/24/2018

Too much pain comes from hiring someone whose attitude goes bad over time; leadership pain, team pain, customer pain. It doesn't start bad because we wouldn't hire them, right?

So how does it happen?

We might make a hiring mistake, to begin with by being lazy, rushing the process, or being inattentive at certain moments while we're learning about them. Maybe we miss a lack of a needed skill or we don't catch an attitude glitch; they're temperamental in difficult moments and drain teammates, they lack a sense of urgency, they don't push for better, too much ego, they're uncoachable, etc.

Or, we don't do a good and consistent job in helping a solid person grow; we forget to simply lead... another issue on its own.

But the front end of all of it starts by getting to know someone before you have a chance to get to work with them. Three weeks into it, six weeks into it you'll see much more truth in action. During the hiring process, things can be a little polished.

The most expensive employee you have to hire is the one you have to fire.

Let's talk about your hiring process. PM me for details and to make an appointment today.

04/20/2018

Please, read and heed the advise.

I discussed this very topic during my seminar last Tuesday, with one slight modification: “Early Is On Time. On Time Is Late. Late Is A No Show.”

Article 100% on point!

Being late is unacceptable. While that sounds harsh, it’s the truth and something that should be said more often. I don’t care whether you’re attending a dinner party, a conference call, or a coffee meeting — your punctuality says a lot about you.

04/11/2018

Every organization has its share of employees that lack some sort of motivation.

An employees motivation is a direct result of the sum of interactions with his or her manager or supervisor. And although this lack of motivation is frustrating for all parties, it is the employer that suffers the most because the employees end up just being "clock watchers" and render little productive time, and eventually they move on.

There's a lot an employer can and should do to help motivate and keep their employees motivated. First, you must practice the art of being patient, especially with new employees. Not everyone learns at the same rate, not everyone understands instructions the same way. If you're having trouble getting the message across, consider changing the way the message is being delivered.

Then you need to praise. A lot. Catch your employee doing something good, often. When the need comes to do a little corrective coaching, it'll be easier to deliver and easier to digest for the employee.

Be all in with their mistakes. Remember that often mistakes are made because the message, or instructions, were not understood. Own your employee's mistakes and use this as another coaching opportunity.

Need more help learning how to motivate your staff? I can help. PM me.

04/07/2018

A few things here...

22% Suggested tip?

I have nothing, absolutely nothing against a server “earning” a great tip. As a matter of fact I tip better than the “suggested” amounts here. When the entire experience warrants such tip.

If you as a restaurant are going to suggest a 22% tip, by all means, go ahead! But you better make sure that the entire visit warrants this, otherwise I’m going to be turned off.

The more you expect from me, the more I’ll expect from you.

You better make sure the appetizers come out in 5 minutes or less and at the correct temperature.

You better make sure the totality of the order comes out together. On time; for dinner it’s suggested 15-17 minutes. 45 minutes is unacceptable. One meal of five, 5 minutes after the rest, not acceptable. Two of the five meals cold. Not acceptable.

There’s a lot that you as a manager, owner or operator can do. I can help!

04/05/2018

Every restaurant, or business for that matter, should be concerned about their customer’s first impression. Although truth be told, these probably won’t make you, they can however, break you.

I can do a “first impression” analysis of your restaurant/business. PM me!

04/04/2018

It would be wise to remember that right, wrong or indifferent, our customer’s’ perception should be our reality. If we do not treat it as such, there will come a day when our only reality will be that we have run out of customers!

12/05/2017

Tuesday's Tipbit:

Today's topic: Employee Turnover

This seems to be and continues to be a sore subject amongst all restauranteurs. If you're not hurting, suffering or otherwise affected by the shortage of workers, count yourself lucky.

A new employee's first day on the job is always filled with excitement and nervousness. In fact, a person's first day on the job sets the tone for their entire time as a part of your restaurant's team.

Don't miss the opportunity to make your new employees' first day special AND create a lasting positive impression by executing a proper welcome. You want to make them feel that they are welcome and that you're glad that they chose to work for your restaurant.

How to do that is very simple and it takes NO effort.

The restaurant's General Manager needs to be present to welcome the new hire. Greet them the door. Open the door for them and express your gratitude and welcome.

Walk with them; introduce them, one by one, to all employees present and to those that will arrive at the restaurant later that day. Give the new employee a personal tour of the restaurant. AND, while you're doing this, explain some of your most important policies regarding employment with your company. Have an Employee Manual handy, give it to them and have them sign a statement that they received it. Explaining the rules upfront eliminates surprises that could render to be costly to the restaurant.

Whatever you do, DO NOT hand them off to someone else to do this. This shows little if any respect for the new employee and is not a very welcoming gesture. You are the boss, they need to see this from you.

Do you have New Hire Policies and Procedures in place? If not, I can help you. Let me know.

01/31/2017

“When people are financially invested, they want a return.
When people are emotionally invested, they want to contribute.”
~ Simon Sinek

05/24/2016

Handling Customer Complaints ~ Part 2

In a previous post we discussed the biggest “must” of them all, in regards to handling customers complaints. To refresh your memory, click here.

05/09/2016

Latest RPP Consulting Blog Post...

Perhaps I think a little different that most. When I tell you that I love to hear customer complaints, you may think that I am a bit sick in the head. Far from it.

04/21/2016

Leadership is about helping people unlock their potential to maximize their performance. It is about helping them find a way to learn rather than showing them the way.