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 EHC #519
 Insights for the Professionally Curious
January 11, 2008 
Greetings!

This is a bit later than usual today. My plane from Florida didn't get in until midnight last night, meaning I didn't make it home and into bed until 1:30am! My travel schedule for the week was relentless so I wasn't able to get this done in advance and I surely wasn't up to writing it when I got home. I hope you weren't planning on using any of this for an 8am staff meeting!

Next week is almost as hectic -- Memphis on Tuesday and programs in South Carolina on Wednesday and Thursday. After that, the pace quiets down again. Don't get me wrong -- I enjoy the travel. I certainly enjoyed the Florida club managers that I met on this last trip and I always learn a lot. But never doubt that there is a price to pay for the "glamorous" life. It's a good thing I am still young and resilient!

Bill Marvin
The Restaurant Doctor

Double-Dipping
How to Play Win-Win-Win

A good friend asked me for a restaurant recommendation. She was taking a good friend of hers out for a birthday dinner and wanted something special. She asked me for my opinion of several local restaurants. They were all good ... but they were not special (... a distinction I will probably explore in a future EHC).

I recommended The Green Turtle, my favorite local Gig Harbor eatery where I knew they would be well cared-for. I called Nolan Glenn, the owner, just to let him know that were coming and that it was a special occasion. The next day, I got the following e-mail from her:

"You really are a sweetheart. What a thoughtful thing it was for you to provide the appetizer. Betty ended up choosing the Thai Satay and we enjoyed it thoroughly. In fact, we had a delightful evening. You were really right about the Green Turtle and I will recommend it lavishly.

At your recommendation, I had the tuna, and it was as great as you said. We got samples of their fabulous chowder and Betty was provided with a birthday mousse. She thought it all was very special. Your recommendation was right on the money. Thanks again, so much."

A Note From the Doc:
In one of the Management Insight Series interviews, "Coach" Don Smith discussed the power of the unexpected extra. In this case the restaurant owner doubled up on it.

The truth is that I didn't provide the appetizer -- Nolan did ... but he gave me credit for it . This got me some unexpected points with my friend, at least until she reads the truth in her copy of EHC!

Not only did he give an unexpected extra to the guests, but he gave me one at the same time! Are these guests likely to come back and say wonderful things about him? You bet! Am I likely to continue to recommend him? Absolutely! This is how it works, folks.
The January Survey
What Keeps You Awake at Night?

Since we are starting a new year, the January survey asks about your biggest concern for 2008 and what you plan to do about it. I would also like to know what issues you would like to see addressed in future surveys.

As usual, I will send copies of the survey results to everyone who participates. In the meantime, you can download copies of all past EHC surveys -- including the massive WOW Ideas collections.

Click here to add your thoughts to this month's survey.
Here's What You're Missing
In This Week's EHC Special Edition ...
  • The Devil In the Details - what I experienced last week that caused me to doubt a restaurant I had heard wonderful things about -- common lapses that you must avoid to excel
  • Double-Dipping - the simple trick one operator used to turn a first-timer into a raving fan and lock in repeat referrals from a regular at the same time
  • The Perpetual Question - "What Did You Learn From Your Staff Today?"
  • Special Offers on management resources and services
The EHC Special Edition:

My original intent with the EHC was to make it short and sweet -- a two-minute read max. Over the years it has grown well past that simple goal, partially because I also viewed it as a resource for my Gold Group members.

As the required to read the EHC has expanded, so has the time required to put it together. While it is still very much a labor of love for me, it may not be serving your needs these days, particularly as the volume of everyone's e-mail increases.

I'm thinking that for some readers, less may actually be more. If the value of the EHC for you is to provide a quick lift and a fresh idea, then the current format is definitely overload. At the same time, others may find the range of articles and insights to be just the right dose of medicine. (I am the doctor, after all!)

So I changed the EHC format.

I will continue to offer the weekly EHC at no charge, but I am making the free version much shorter so you can read it quickly and get back to work. You should be able to get the gist of the message in close to my original two-minute goal.

If you want more, you can subscribe to the EHC Special Edition. It contains three times the information of the Complimentary Edition ... for a nominal annual subscription of $39 -- just 75 cents an issue!

To sweeten the deal even more, I am offering a SPECIAL BONUS to those who sign up for the Special Edition before the end of the month -- an offer so good that I actually end up paying YOU to upgrade! Click here to find out more.

The Special Edition is included as part of the Gold Group membership and participation in the Peak Performers Coaching Group.

The dual format lets you choose the level of information you can absorb. My hope is that the option of receiving as much -- or as little -- as you want will help the EHC remain a welcome resource that you look forward to reading.

I will be interested to hear your comments on this change, both pro and con.

Lighten Up!
The Noble Experiment Continues

Here is the weekly report on my personal project to lighten up:

Goal: -50  Last Week: -4  Total: -20

I think I am finally figuring out how to enjoy my time on the road, sample whatever I want and not have to carry it home around my waist! My original goal was to lose 50 pounds in a year and at this rate I will be halfway there after six months. I am feeling very good about that!

A growing number of folks have joined me in this audacious venture. I applaud their courage in "going public" and I will start holding their feet to the fire again next week.

Do you have a goal regarding your weight? Do you have the courage to put yourself on record? We all seem to get better results when there is someone or something to hold us accountable.

Mary Jo Beniger -- Goal: -25  To Date: -11.5
Cindy Casady -- Goal: -30  As of 11/21: -15  (No report this week)
Tom Combs -- Goal: -65  As of 11/21: -15  (No report this week)
Chris Corrigan -- Goal: -25  As of 11/21: -4  (No report this week)
Trice Micheals -- Goal: -50  To Date: -7
Steve Ulrey --  Goal: -12  As of 11/21: 0  (No report this week)
Bill Breslo -- Goal: +5   As of 11/21: +3.5  (No report this week)


If you are interested in how it's going for us, scroll down to the bottom of the EHC each week and check out the progress. If you could care less, don't!

Copyright ©2008 William Marvin. All rights reserved.

This e-mail is sent by William Marvin, Effortless, Inc., PO Box 280, Gig Harbor, WA 98335 USA, e-mail:bill@restaurantdoctor.com, website at www.restaurantdoctor.com. Past editions of EHC are archived on the website.

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