You Give 'Em the Pickle... Now What?

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You Gave You Gave Em The Em The Pickle… Pickle… Now what?! Now what?!

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Transcript of You Give 'Em the Pickle... Now What?

Page 1: You Give 'Em the Pickle... Now What?

You Gave You Gave Em The Em The Pickle…Pickle…

Now what?!Now what?!

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What do you do when the motivational speaker packs up and goes home?

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CultureCulture

The behaviors and beliefs characteristic The behaviors and beliefs characteristic of a particular groupof a particular group

Remember your first day?Remember your first day?

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CultureCulture

Where values, goals, mission meet the Where values, goals, mission meet the actual behaviors…actual behaviors…

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Culture at Farrell's

• Give Em The Pickle• Alex• Getting fired for

smoking pot• The Domino’s Pizza • Half a grapefruit• Spinach tooth• Parking validation

• Take care of the guest, don’t nickel and dime em

• Mistake recovery, who’s the boss, I’ll be back

• Non-negotiable standards• Don’t let your rules interfere

with customer service• “Yes” is the answer• Everyone has a part in the big

picture• Give away the extras

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Pacific Coast RestaurantsPacific Coast Restaurants

Culture from Farrell’s to PCRCulture from Farrell’s to PCR But, you cant just tell the storyBut, you cant just tell the story

You need a planYou need a plan

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Pickle Talk On DemandPickle Talk On Demand

Regular dose of BobRegular dose of Bob

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Values andValues and

World class General ManagersWorld class General Managers

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Is this …your Culture?Is this …your Culture?

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Q,S,C,V,CQ,S,C,V,C

QualityQuality ServiceService CleanlinessCleanliness Value Value ConsistencyConsistency

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Value #1 – Service, duh!Value #1 – Service, duh!

Host Host Open the door for all guestsOpen the door for all guests Greet with a smileGreet with a smile Answer phone before second ringAnswer phone before second ring Say hello/goodbye to each guestSay hello/goodbye to each guest Use their namesUse their names

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Value #1 - ServiceValue #1 - Service

Host Host Open the door for all Open the door for all

guestsguests Greet with a smileGreet with a smile Answer phone before Answer phone before

second ringsecond ring Say hello/goodbye to Say hello/goodbye to

each guesteach guest Use their namesUse their names

MeasurementsMeasurements Profile for the positionProfile for the position Hiring criteriaHiring criteria Job descriptions & Job descriptions &

performance reviewsperformance reviews Certified trainersCertified trainers Training guidesTraining guides Secret shoppersSecret shoppers DM visitsDM visits Comment cardsComment cards 100 name club100 name club

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Value #1 - ServiceValue #1 - Service

The StandardThe Standard Introduce it, Introduce it, Sell it, Sell it, Train it, Train it, Measure it, Measure it, Supervise itSupervise it

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Value #1 – ServiceValue #1 – Service

ServerServer Product knowledgeProduct knowledge Yes is the answer…Yes is the answer… Teamwork is a Teamwork is a

trademarktrademark Seamless, Seamless,

unobtrusive serviceunobtrusive service

BartenderBartender Hand shakes with Hand shakes with

energetic greetsenergetic greets Name useName use Offer 2Offer 2ndnd rounds rounds

before 1before 1stst is half is half emptyempty

Fast ticket productionFast ticket production Controlled ambienceControlled ambience

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Value #1 – ServiceValue #1 – Service

The ManagerThe Manager

Connect With The GuestConnect With The Guest Cultivate regularsCultivate regulars Learn and use guests namesLearn and use guests names Care for the employeeCare for the employee

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Value #1 – ServiceValue #1 – Service

Create incentives that help drive yourCreate incentives that help drive your

Culture:Culture: Shopper ScoresShopper Scores Turnover Turnover Top Line SalesTop Line Sales Controllable CostsControllable Costs Recruiting management from within their own ranksRecruiting management from within their own ranks Training those new managersTraining those new managers

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Value #2 – Product Value #2 – Product QualityQuality

Make It Perfect - Make It Perfect - reallyreally

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Value #2 – Product Value #2 – Product QualityQuality

A multi-departmental corporate initiativeA multi-departmental corporate initiative Temp, touch, taste everythingTemp, touch, taste everything Chef/Sous signing off on all prep itemsChef/Sous signing off on all prep items 4 menu item tastings every shift – with cooks4 menu item tastings every shift – with cooks Shift meetings for developmentShift meetings for development Chef recertified every kitchen ‘ee in their Chef recertified every kitchen ‘ee in their

areasareas

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Value #2 – Product Value #2 – Product QualityQuality

ReinventionReinvention

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Value #3 – CleanlinessValue #3 – Cleanliness

The deepest, darkest, dirtiest partsThe deepest, darkest, dirtiest parts

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Value #3 – CleanlinessValue #3 – Cleanliness

Staff assigned daily cleaning duties Staff assigned daily cleaning duties Menu covers/pages kept continually cleanMenu covers/pages kept continually clean Daily dusting of ledges, window sills, plantsDaily dusting of ledges, window sills, plants Tables de-gummedTables de-gummed

Dumpster area bleached dailyDumpster area bleached daily All metro shelving cleaned regularlyAll metro shelving cleaned regularly Bathroom checks, line sweeps, fingerprintsBathroom checks, line sweeps, fingerprints

Flashlight closes conducted Flashlight closes conducted everyevery shift shift (Front and back)(Front and back)

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Value #4 – FinancialsValue #4 – Financials

Run the numberRun the number Pennies, seconds, ouncesPennies, seconds, ounces If you buy it by the pound, weigh itIf you buy it by the pound, weigh it If you buy it by the each, count itIf you buy it by the each, count it Vigorous Price Tracking Vigorous Price Tracking Tight waste tracking; posted regularly Tight waste tracking; posted regularly Bartender pour tests, cook grab testsBartender pour tests, cook grab tests Theoretical costs in placeTheoretical costs in place

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Value #5 – TrainingValue #5 – Training

Hire Smart, Train Hard, Show Your Appreciation and Hire Smart, Train Hard, Show Your Appreciation and Manage EasyManage Easy Key ‘ees participated in interview processKey ‘ees participated in interview process Unanimous mgnt approval required for all hiresUnanimous mgnt approval required for all hires Thorough trainingThorough training Extensive role playing so we didn’t practice on the guestExtensive role playing so we didn’t practice on the guest Trainees knew expectations from Day 1Trainees knew expectations from Day 1 Dept Managers were responsible for the final results Dept Managers were responsible for the final results MODs supervised training on a daily basisMODs supervised training on a daily basis Graduation was hardGraduation was hard Only qualified trainers were certifiedOnly qualified trainers were certified Very thorough outlines so details weren’t missed Very thorough outlines so details weren’t missed

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Value #6 – The EmployeeValue #6 – The Employee

We Care, We Listen, We RespondWe Care, We Listen, We Respond1.1. Target key ‘ees for Shift Leader positionsTarget key ‘ees for Shift Leader positions2.2. Career Progression for all Shift LeadersCareer Progression for all Shift Leaders3.3. Pickle Meetings to reinforce the standardsPickle Meetings to reinforce the standards4.4. “ “Inspect what you expect” Inspect what you expect” 5.5. Long, thorough, welcoming Orientations Long, thorough, welcoming Orientations 6.6. 19 points of evaluation on Shopper form 19 points of evaluation on Shopper form 7.7. Soft Skill training for managementSoft Skill training for management8.8. Regularly scheduled performance reviewsRegularly scheduled performance reviews9.9. Non-negotiable standards Non-negotiable standards 10.10. Three levels of ‘ee surveysThree levels of ‘ee surveys

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Value #6 – The EmployeeValue #6 – The Employee

We Care, We Listen, We RespondWe Care, We Listen, We Respond1.1. Target key ‘ees for Shift Leader positionsTarget key ‘ees for Shift Leader positions2.2. Career Progression for all Shift LeadersCareer Progression for all Shift Leaders3.3. Pickle Meetings to reinforce the standardsPickle Meetings to reinforce the standards4.4. “ “Inspect what you expect” Inspect what you expect” 5.5. Long, thorough, welcoming Orientations Long, thorough, welcoming Orientations 6.6. 19 points of evaluation on Shopper form19 points of evaluation on Shopper form7.7. Soft Skill training for managementSoft Skill training for management8.8. Regularly scheduled performance reviewsRegularly scheduled performance reviews9.9. Non-negotiable standards Non-negotiable standards 10.10. Three levels of ‘ee surveysThree levels of ‘ee surveys

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The Great General The Great General ManagerManager

IntegrityIntegrity ……the first great need for a the first great need for a leader is unquestionably leader is unquestionably integrity. Without it, no real integrity. Without it, no real success is possible, His success is possible, His teachings and actions must teachings and actions must square with each other. square with each other.

Dwight D EisenhowerDwight D Eisenhower

It is not what we profess but what we practice that gives us integrity.

Francis Bacon

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The Great General The Great General ManagerManager

HumilityHumility

Build me a son, O Lord, …give Build me a son, O Lord, …give him humility, so that he may him humility, so that he may always remember the always remember the simplicity of true greatness… simplicity of true greatness…

General Douglas MacArthurGeneral Douglas MacArthur

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The Great General The Great General ManagerManager

ConsistentConsistent

Fourth highest manager trait out Fourth highest manager trait out of twenty. of twenty.

determined by 400 PCR employeesdetermined by 400 PCR employees

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The Great General The Great General ManagerManager

Tough/FairTough/Fair

……my dadmy dad

……taught me how to swimtaught me how to swim

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The Great General The Great General ManagerManager

HonorableHonorable

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The Great General The Great General ManagerManager

HonestHonest Honesty is the first chapter in the book of wisdom.

Thomas JeffersonHonesty has a beautiful and refreshing simplicity about it. No ulterior motives. No hidden meanings. An absence of hypocrisy…

Charles Swindoll

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The Great General The Great General ManagerManager

CommunicatorCommunicatorWhen leaders communicate their vision, they win the confidence of their followers.

Paul MadlockIt seemed rather incongruous that in a society of super-sophisticated communication, we often suffer from a shortage of listeners.

Erma Bombeck

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The Great General The Great General ManagerManager

IntegrityIntegrity HumilityHumility ConsistentConsistent Tough/FairTough/Fair HonorableHonorable HonestHonest CommunicatorCommunicator

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Attributes of a Great General

ManagerIntegrityHumility

ConsistentTough/FairHonorable

HonestCommunicator

ValuesService

Food QualityCleanlinessFinancialsTraining

The Employee

SpecificDaily

Action Items

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Attributes of a Great General

ManagerIntegrityHumility

Consistent Tough/Fair

HonorableHonest

Communicator

ValuesService

Food QualityCleanlinessFinancialsTraining

The Employee

SpecificDaily

Action Items

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Attributes of a Great General

ManagerIntegrityHumility

ConsistentTough/FairHonorable

HonestCommunicator

ValuesService

Food QualityCleanlinessFinancialsTraining

The Employee

SpecificDaily

Action Items

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Attributes of a Great General

ManagerIntegrityHumility

ConsistentTough/FairHonorable

HonestCommunicator

ValuesService

Food QualityCleanlinessFinancialsTraining

The Employee

SpecificDaily

Action Items

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Attributes of a Great General

ManagerIntegrityHumility

ConsistentTough/FairHonorable

HonestCommunicator

ValuesService

Food QualityCleanlinessFinancialsTraining

The Employee

SpecificDaily

Action Items

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Attributes of a Great General

ManagerIntegrityHumility

ConsistentTough/FairHonorable

HonestCommunicator

ValuesService

Food QualityCleanlinessFinancialsTraining

The Employee

SpecificDaily

Action Items

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Attributes of a Great General Manager

IntegrityHumility

ConsistentTough/FairHonorable

HonestCommunicator

ValuesService

Food QualityCleanlinessFinancialsTraining

The Employee

SpecificDaily

Action Items

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Attributes of a Great General Manager

IntegrityHumility

ConsistentTough/FairHonorable

HonestCommunicator

ValuesService

Food QualityCleanlinessFinancialsTraining

The Employee

SpecificDaily

Action Items

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CloseClose

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The Not So Great The Not So Great General Manager’s General Manager’s CultureCulture

IntegrityIntegrity HumilityHumility ConsistentConsistent Tough/FairTough/Fair HonorableHonorable HonestHonest CommunicatorCommunicator

Something’s missingSomething’s missing Self firstSelf first CompromisesCompromises Non confrontationalNon confrontational If there’s a benefitIf there’s a benefit Spins the factsSpins the facts “ “They know what I They know what I

want”want”