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

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  • RG: You all know this guy, Bob Farrell. Bob gave us new images for customer service. Images he’s going to refresh your memory on. You probably don’t know that Bob was given the distinction of the MUFSO operator of the year in 1972, the second year of the award!... I’ll bet you didn’t know Bob was given the Horatio Alger award by none other then Norman Vincent Peale himself… The list of those award recipients are a who’s who of Americana. If you thought his restaurant work stopped with Farrell’s, you’re way off. A few years after his big sale to Marriott, Bob co-founded Pacific Coast Restaurants in his home town of Portland, Ore. This began another 20 year chapter. That’s where we met.

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

  • You Gave Em The Pickle… Now what?!
  • What do you do when the motivational speaker packs up and goes home?
  • Culture
    • The behaviors and beliefs characteristic of a particular group
    • Remember your first day?
  • Culture
    • Where values, goals, mission meet the actual behaviors…
  • 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
  • Pacific Coast Restaurants
    • Culture from Farrell’s to PCR
    • But, you cant just tell the story
    • You need a plan
  • Pickle Talk On Demand
    • Regular dose of Bob
  • Values and
    • World class General Managers
  • Is this …your Culture?
  • Q,S,C,V,C
    • Quality
    • Service
    • Cleanliness
    • Value
    • Consistency
  • Value #1 – Service, duh!
    • Host
        • Open the door for all guests
        • Greet with a smile
        • Answer phone before second ring
        • Say hello/goodbye to each guest
        • Use their names
  • Value #1 - Service
    • Host
        • Open the door for all guests
        • Greet with a smile
        • Answer phone before second ring
        • Say hello/goodbye to each guest
        • Use their names
    • Measurements
      • Profile for the position
      • Hiring criteria
      • Job descriptions & performance reviews
      • Certified trainers
      • Training guides
      • Secret shoppers
      • DM visits
      • Comment cards
      • 100 name club
  • Value #1 - Service
    • The Standard
      • Introduce it,
      • Sell it,
      • Train it,
      • Measure it,
      • Supervise it
  • Value #1 – Service
    • Server
    • Product knowledge
    • Yes is the answer…
    • Teamwork is a
    • trademark
    • Seamless,
    • unobtrusive service
    • Bartender
    • Hand shakes with energetic greets
    • Name use
    • Offer 2 nd rounds before 1 st is half empty
    • Fast ticket production
    • Controlled ambience
  • Value #1 – Service
    • The Manager
      • Connect With The Guest
      • Cultivate regulars
      • Learn and use guests names
      • Care for the employee
  • Value #1 – Service
    • Create incentives that help drive your
    • Culture:
      • Shopper Scores
      • Turnover
      • Top Line Sales
      • Controllable Costs
      • Recruiting management from within their own ranks
      • Training those new managers
  • Value #2 – Product Quality
    • Make It Perfect - really
  • Value #2 – Product Quality
    • A multi-departmental corporate initiative
      • Temp, touch, taste everything
      • Chef/Sous signing off on all prep items
      • 4 menu item tastings every shift – with cooks
      • Shift meetings for development
      • Chef recertified every kitchen ‘ee in their areas
  • Value #2 – Product Quality
    • Reinvention
  • Value #3 – Cleanliness
    • The deepest, darkest, dirtiest parts
  • Value #3 – Cleanliness
    • Staff assigned daily cleaning duties
        • Menu covers/pages kept continually clean
        • Daily dusting of ledges, window sills, plants
        • Tables de-gummed
        • Dumpster area bleached daily
        • All metro shelving cleaned regularly
        • Bathroom checks, line sweeps, fingerprints
    • Flashlight closes conducted every shift (Front and back)
  • Value #4 – Financials
    • Run the number
    • Pennies, seconds, ounces
    • If you buy it by the pound, weigh it
    • If you buy it by the each, count it
    • Vigorous Price Tracking
    • Tight waste tracking; posted regularly
    • Bartender pour tests, cook grab tests
    • Theoretical costs in place
  • Value #5 – Training
    • Hire Smart, Train Hard, Show Your Appreciation and Manage Easy
      • Key ‘ees participated in interview process
      • Unanimous mgnt approval required for all hires
      • Thorough training
      • Extensive role playing so we didn’t practice on the guest
      • Trainees knew expectations from Day 1
      • Dept Managers were responsible for the final results
      • MODs supervised training on a daily basis
      • Graduation was hard
      • Only qualified trainers were certified
      • Very thorough outlines so details weren’t missed
  • Value #6 – The Employee
    • We Care, We Listen, We Respond
      • Target key ‘ees for Shift Leader positions
      • Career Progression for all Shift Leaders
      • Pickle Meetings to reinforce the standards
      • “ Inspect what you expect”
      • Long, thorough, welcoming Orientations
      • 19 points of evaluation on Shopper form
      • Soft Skill training for management
      • Regularly scheduled performance reviews
      • Non-negotiable standards
      • Three levels of ‘ee surveys
  • Value #6 – The Employee
    • We Care, We Listen, We Respond
      • Target key ‘ees for Shift Leader positions
      • Career Progression for all Shift Leaders
      • Pickle Meetings to reinforce the standards
      • “ Inspect what you expect”
      • Long, thorough, welcoming Orientations
      • 19 points of evaluation on Shopper form
      • Soft Skill training for management
      • Regularly scheduled performance reviews
      • Non-negotiable standards
      • Three levels of ‘ee surveys
  • The Great General Manager
    • Integrity
    • … the first great need for a leader is unquestionably integrity. Without it, no real success is possible, His teachings and actions must square with each other.
    • Dwight D Eisenhower
    It is not what we profess but what we practice that gives us integrity. Francis Bacon
  • The Great General Manager
    • Humility
    • Build me a son, O Lord, …give him humility, so that he may always remember the simplicity of true greatness…
    • General Douglas MacArthur
  • The Great General Manager
    • Consistent
    • Fourth highest manager trait out of twenty.
    • determined by 400 PCR employees
  • The Great General Manager
    • Tough/Fair
    • … my dad
    • … taught me how to swim
  • The Great General Manager
    • Honorable
  • The Great General Manager
    • Honest
    Honesty is the first chapter in the book of wisdom. Thomas Jefferson Honesty has a beautiful and refreshing simplicity about it. No ulterior motives. No hidden meanings. An absence of hypocrisy… Charles Swindoll
  • The Great General Manager
    • Communicator
    When leaders communicate their vision, they win the confidence of their followers. Paul Madlock It seemed rather incongruous that in a society of super-sophisticated communication, we often suffer from a shortage of listeners. Erma Bombeck
  • The Great General Manager
    • Integrity
    • Humility
    • Consistent
    • Tough/Fair
    • Honorable
    • Honest
    • Communicator
  • Attributes of a Great General Manager Integrity Humility Consistent Tough/Fair Honorable Honest Communicator Values Service Food Quality Cleanliness Financials Training The Employee Specific Daily Action Items
  • Attributes of a Great General Manager Integrity Humility Consistent Tough/Fair Honorable Honest Communicator Values Service Food Quality Cleanliness Financials Training The Employee Specific Daily Action Items
  • Attributes of a Great General Manager Integrity Humility Consistent Tough/Fair Honorable Honest Communicator Values Service Food Quality Cleanliness Financials Training The Employee Specific Daily Action Items
  • Attributes of a Great General Manager Integrity Humility Consistent Tough/Fair Honorable Honest Communicator Values Service Food Quality Cleanliness Financials Training The Employee Specific Daily Action Items
  • Attributes of a Great General Manager Integrity Humility Consistent Tough/Fair Honorable Honest Communicator Values Service Food Quality Cleanliness Financials Training The Employee Specific Daily Action Items
  • Attributes of a Great General Manager Integrity Humility Consistent Tough/Fair Honorable Honest Communicator Values Service Food Quality Cleanliness Financials Training The Employee Specific Daily Action Items
  • Attributes of a Great General Manager Integrity Humility Consistent Tough/Fair Honorable Honest Communicator Values Service Food Quality Cleanliness Financials Training The Employee Specific Daily Action Items
  • Attributes of a Great General Manager Integrity Humility Consistent Tough/Fair Honorable Honest Communicator Values Service Food Quality Cleanliness Financials Training The Employee Specific Daily Action Items Culture
  • Close
  • The Not So Great General Manager’s Culture
    • Integrity
    • Humility
    • Consistent
    • Tough/Fair
    • Honorable
    • Honest
    • Communicator
    • Something’s missing
    • Self first
    • Compromises
    • Non confrontational
    • If there’s a benefit
    • Spins the facts
    • “ They know what I want”