Word Of the Week #3: Fun
March 29, 2009 by Susan Clarke · Comments Off on Word Of the Week #3: Fun
Fun: what provides amusement or enjoyment: playfulness.
Gran Prix Go Cart Racing
I say grow down, not up! It seems the older people get the more serious they become. A famous quote reads, “You don’t stop playing because you grow old, you grow old because you stop playing.”
People want to feel good about spending their money! When you walk into a business and the staff is in good spirits and having fun, doesn’t that automatically put you in a good mood?
Southwest Airlines is the epitome of people who are having fun in their job!
Having fun is what you display. Focus on having fun this week and think about how it makes you feel!
Reader Responses
“I have always believed that one must have “FUN” in the workplace. I always try to foster a relationship and environment of fun at work with my employees (TEAM). That doesn’t mean we aren’t serious about what we do, but instead it provides the energy and closeness to be able to have that professional environment (in a competitive business for great employees) that captures and brings out the talents of our staff to exceed member expectations in a consistent and professional manner.” — Don Vance
“Susan, it is so good to hear your wisdom and smarts. Your thoughts are very applicable to every day life! In addition to have happy employees
and smiling faces, motivated employees contribute big time with their input and suggestions, there is so much talent out there, we just need to tap the resources and not forget to give praise and credit.” — Kurt Bishofberger
“Actually, I took a part of your message and expanded on it, so let me send you the entire piece. See the attached message I wrote. The article I am sending you is one that I publish monthly in our Club Newsletter to our
Membership. I hope you will enjoy it.
Sure you can do with it whatever you would like. We (you and I) share in the same message to individuals. I knew I liked you when I heard you speak at our Alabama CMAA Education Program in Birmingham, Alabama.Thanks” — Don Vance
Word Of the Week #2: Gratitude
March 29, 2009 by Susan Clarke · Comments Off on Word Of the Week #2: Gratitude
Gratitude: the state of being grateful: thankfulness.
We all have things in our life, both personal and professional, that we can be thankful for. Some people focus on the things they don’t have versus the things they do have. As Sheryl Crow says in her song, “It’s not having what you want, but wanting what you’ve got.”
State of Grateful
I think gratitude = a great attitude! You can’t be grateful and unhappy at the same time.
Remember, attitude is what you display and gratitude is what you feel! Spend this week focusing on how you feel about your life and the things that you are thankful for.
Reader Responses
“I have taken the attitude of gratitude with me everywhere over the past 20 years. The biggest thing I learned is to make the most of today and let tomorrow take care of itself. I was also taught to be grateful for what I have and not worry about what I don’t have.
I think it was Joni Mitchell in “Big Yellow Taxi,” who sang “You don’t know what you’ve got till it’s gone.” Great word for today. Thanks for the reminder, Susan. I think we still all need to be reminded.” — Joe Moran
“Thank you for the following WOW emails. They are a pleasure to read. I especialy like this weeks word of the week. I am thankful for the fact that I work in a great industry. I am greatful for the relationship I have, and grateful for all the friends in my life.” — Jerry Gonzales
“Yes, your emails are motivating. I thought today’s WOW was exceptionally true. To succeed, gratitude is a necessary ingredient. If more people were thankful for what they have (whether they have a little or a lot), instead of complaining about what they do not have, their lives would be much richer for themselves, as well as for those around them.” — Terry L. Green
“Sounds like great advice…I’ll give it a try. It’s always hard since we all spend too much time on the negative.” — John Mullen
“Thank you for sharing this particular thought of Gratitude = Attitude. Of all days I needed to read this type of inspiration. God Bless and many more Blessings!!” — Mary Hernandez
“I think gratitude = a great attitude! You can’t be grateful and unhappy at the same time. The previous quote from your last message hit me where it hurts, and probably some others as well. Having gone thru the loss of Harold 4 years ago, hindsight shows me that I was grateful for friends, family, God, a roof, an inocme, etc., etc. – but during that same time frame I could honestly say I found no Joy or Happiness. I have been learning to climb out of that hole all this time. And believe me I do have a lot to be grateful for. Keep up the good work. Every good wish…” — Linda Gerry
“Maturity is the ability to do a job whether or not you are supervised, to carry money without spending it, and to bear an injustice without wanting to get even.” — Ann Flanders
“Thank you! I love this e-mails, because that is our focus! Turnover–How to show appreciation to your staff. Very helpful!” — Linda
“Many thanks for your good thoughts. You are sooooo right on!” — Margie Hope
“Thank you so much that’s what I needed to read today.Bless you and happy holiday’s.” — Tommy!” — Mark Updike
Word Of the Week #1: Attitude
March 29, 2009 by Susan Clarke · Comments Off on Word Of the Week #1: Attitude
Attitude: a persistent disposition to act either positively or negatively.
I believe being positive or negative is a habit. The first hour of your day is reflective of how the rest of your day will be.”
Now that's attitude!
Are you choosing to start your day with persistently positive thoughts or choosing persistently negative thoughts?
Attitude is what you display to the world! Spend this week focusing on what message you’re sending.
My first experience with WOW was when I worked for the Houlihan’s restaurant chain. At every preshift meeting the managers would share a word or thought for the week. We heard it every day, and it was our focus for the week. I found it fun and very helpful when it came to serving my guests. And since we all serve someone, our customers, our family and our friends, I hope you find it helpful and fun too!
Reader Responses
“Kristen, our two-year-old Erin Grace, and I just came back from a few days in Door County to celebrate our eighth wedding anniversary. I have to say that my attitude coming back to work was positive. While it is overcast today and I am still feeling a bit under the weather, I looked forward to coming back to work and getting in the groove just before the weekend. We had wonderful weather in Door County, even though it was cooler than normal for this time of year. In addition to positive attitude, I believe the word relationships is important to remember. Relationships are what make our lives what they are. As I write this, I have a smile on my face. The big thing I have learned over the past 20 years is to be grateful for what I HAVE and count those blessings every day.” — Joe Moran
“YOUR MESSAGE WAS SO VERY POWERFUL……..THANK YOU” — DEBORAH JACKSON-EMBERS
“You are the BEST!!!!! I love all of your stuff and post it weekly!” — Mark Updike
Retaining & Motivating Your Winning Team
March 28, 2009 by Susan Clarke · Comments Off on Retaining & Motivating Your Winning Team
I continually hear from operators that today’s labor force is, “just not what it used to be” and that it has, “become harder and harder to find good help”. While this may possibly be true, there are people in this day and age who have been taught values and have a work ethic. It is up to you as a manager to find and secure them, to get this type of person on “your winning team”. Based on my experience as a trainer opening over forty restaurants for the Houlihan’s chain, I have found it’s up to the management to become leaders (or cheerleaders as I like to call them) and to educate and “cheer on” their staff. When it comes to retaining and motivating employees, the first person at whom to look is yourself. What kind of an example are you setting? Are you the type of person people want to work with and for, as opposed to against?
Once again, the first step is to hire the right people. In hiring 101, my first lesson is that, Attitude Outweighs Skill! As a training manager, I figured out rather quickly that it is easier to teach a skill than it is to change an attitude. I’ve seen managers hire only people that have experience. Unfortunately, a lot of the times the seasoned employee brings a bad attitude with that experience. I feel it is impossible “to motivate” someone. People motivate themselves. However, as a role model it is possible to “modify behavior”, it just takes a lot more time and work on your part.
So, assuming you’ve hired right, the next step is supplying knowledge and educating your staff. This requires clear and complete communication. You need to let your newly hiredpersonnel know from day one, exactly what is expected of them. You should be conducting meetings on a daily, weekly and monthly basis. Make sure they have all the information they need to do there job. That means that they 1) have a complete written job description and information about the operation, 2) have sampled every item on the menu and any specials you are offering, 3) can describe the dishes, know the ingredients used and how the dishes are prepared and served.
Motivation is something within a person that incites him/her to action–Drive. When it comes to motivating, there are a number of incentives (behavior modification cues) that you can provide. Some of these are: money, promotions, employee achievement awards, contests with prizes, health care insurance, educational opportunities, tuition reimbursement, day care facilities, transportation, stock options or even a percentage of ownership. All of these come off of the bottom line, and if you’re like a lot of operators out there, that’s just not so easy to do these days.
So I like to look to Free Incentives, which are just as motivating if not more so and only require the investment of your time. Great leaders inspire their people to want to achieve and to want to be a team player. They “cheer” them on at all times. Leader’s delegate responsibility. They allow their staff to be part of the decision making process. People motivate themselves when they realize that they are valued and they have a say in their job.
Praise and recognition for a job well done is another great behavior modifier. Think about how often you correct or reprimand your staff as opposed to praising them. Unfortunately, in our society we are programmed from childhood with substantially more negatives than positives. Start “catching” your people doing things right instead of when they are doing things wrong. Create an environment that lets them know how much you appreciate them and how you couldn’t do without them. After all, that is the truth! If you could run your operation by yourself you would, but you can’t, so tell your people how you feel and reap the rewards.
Delegating responsibility is not about giving up your power and control. It’s about giving yourself less stress, which in turn will create a more positive environment. I believe when it comes to work, we should have fun and make money! My premise is very simple and basic. It is up to you to have fun in your work and to allow all of your people to have fun in their work as well. If you allow them that opportunity and you supply them with the knowledge and tools to do their jobs, they will be happier in their jobs, reduce your turnover and in the long run make you more money. This is called creating a win-win situation for yourself and your associates.
I’ve had my fair share of discussions with operators on how people are motivated and I continually hear that money is the answer. While money will motivate a good majority of your people, it is short term. Think long term, hire people who exhibit a positive attitude and who possess the behavioral style best suited for the job, constantly remind yourself that you are their “cheerleader” and role model, and don’t forget that your attitude and behavior will set the tone and has a direct effect on everyone around you. By following these simple steps you will be well on your way to retaining and motivating your winning team!
Are You Properly Loving And Kissing Your Customers?
March 28, 2009 by Susan Clarke · Comments Off on Are You Properly Loving And Kissing Your Customers?
When was the last time something stopped you in your tracks? The cover of Fast Company magazine stopped me. The graphics looked like those on a box of Tide detergent, with the red and yellow circles. The cover text read, “YOU, The Brand Called You. You Can’t Move Up If You Don’t Stand Out.” I thought, “This is so true”.
I’ve read that the average person is bombarded with 3,000 advertising impressions a day. Whatever the number, in order for you to move up, you have to stand out from those 2,999 other impressions. You, and most importantly everyone that works for you, need to stand out, so that you are the one impression your customer remembers. You become “top of mind.” I believe that for your business to stand out, and move up, your focus has to be SERVICE. When I speak on “4 Walls Marketing,” I don’t talk about how to get people to your business. I address everything that happens once you get customers within your “4 walls”, and that’s all related to service.
Before we talk about service, are you covering the two basics? (1) A quality product (2) at a fair price. (If you’re competing on price alone, you can stop reading now). If you have the basics, great! But, so does your competition. That just keeps you in the pack. You’ve got to do more to be in the lead. Service is truly the competitive edge today. I recently read an article that said one shouldn’t exceed customer expectations, one should just give satisfactory service. I say, “baloney!’ When you are a customer, do you want satisfactory service. I don’t remember satisfactory service, do you? I remember great service.
Great service is when I feel the love and kisses. (You can’t be kissing your customers, literally, unless of course, you know them really well). But the customer needs to feel the kisses, feel the love. They know you care, really care and really value them. It’s that kind of service that will make you stand out and become “top of mind.” Do your customers feel your love? When’s the last time your service stopped your customers in their tracks? The key to standing out is making sure that everyone that works for you knows the importance of “loving and kissing” the customers.