Restaurant Consulting NYC | A Well Trained Staff is Your Secret Weapon | 4Q Consulting, LLC

A Well Trained Staff is Your Secret Weapon

Restaurant owners are often frustrated by not achieving their goals in relation to quality, customer satisfaction and financial benchmarks, yet many times they have not given themselves the appropriate tools to do so. Tools for your restaurant such as the newest, most integrated POS system, the most expensive kitchen and bar equipment, and even the best operating systems and procedures do not mean anything without a well-trained staff. 

People run your business and your business is only as good as your people.  An effective training program is an owner’s key tool to ensure consistency in product and customer service, which is a basic tenant of running a restaurant.  

Here are four key elements of such a program:

Proper Training Materials – Codifying operating procedures so they make sense to you is easy, however organizing and presenting the materials in a way that your staff will understand them may not be. Your staff probably comprises a diverse combination of people from different socioeconomic backgrounds and cultures with varying levels of education; additionally, research shows that people learn in three very distinct ways: visually, auditorily or tactilely. A training program that takes all of these factors into consideration should include: job specific written manuals (perhaps in more than one language), demonstrations and/or illustrated step-by-step procedure instructions, and hands-on or role-playing exercises.

Validate & Reinforce Your Training – To validate the efficacy of your training you must quiz, test and confirm that the information has been learned and absorbed. It is also important for managers to reward and reinforce the “good behaviors” done on the job - those that follow operating procedures as trained, as we discussed in our blog Keeping Employees Happy at Work – Happy Employees Part 2. Through reinforcement, you will discover who needs more training, how effective your training is, and perhaps what changes need to be made to your program.

Train your Trainers – Many restaurants often make the mistake of assigning their best employees the task of training new staff without taking the time to instruct them on proper training techniques and methods. Just because an employee is good at what he or she does, does not mean that he or she can teach someone else how to do it. Your trainers must be fully inoculated with company culture including policies, procedures and daily work tasks, as well as customer service values; they must have a complete understanding of the written manual for the job they are training; and they must be taught how to impart information in the way you want, so that training is consistent.

ABT – Always Be Training! – Training should be ongoing, not limited to the initial on-boarding process, and incorporated into the daily routine of your operations. As we wrote in our blog Are Your Pre-Service Meetings a Waste of Time?, there is an opportunity every day to share new information and keep your staff’s knowledge up-to-date. Work closely with your managers on what needs to be retrained, as they should be most aware of how policies and procedures are being followed by their direct reports.

A well-run restaurant can survive without the newest technology or the latest equipment. However, it cannot succeed without people trained to execute your vision, product and service ideals.  If you do not invest the time and energy to have a full training program, hitting your business targets becomes increasingly difficult.  As an owner or operator, a well-trained staff – from your Executive Chef to your Bussers – is your primary and most valuable tool.

Don’t know where to begin?  Ask yourself, do you have operational guidelines in place so you can be as profitable as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs. 
Email us today for a free business consultation!

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | Bench Strength = Success | 4Q Consulting, LLC

Bench Strength = Success 

All companies, large and small, must develop the next generation of leaders in order to thrive, let alone survive.  Using a sports analogy, the best teams have incredible talent, but they also have depth of talent, so they can readily adapt to change and adversity; this is called “bench strength.” The teams with the deepest bench strength often win championships because they can overcome injury, fatigue and unknowns where other teams fold under these types of challenges.
  
Successful restaurants build depth in their teams, at all levels, to help them through unexpected challenges such as market shifts, turnover in key positions and/or employees falling ill. It is essential that restaurants have people who can take the reins in any situation to ensure continuity and effectiveness. Additionally, having bench strength keeps you ready and poised for growth and expansion.

Here are 4 ways to help develop your bench strength in your restaurant:

Find Great Employees – Invest first in people, not ideas.  People are the most important asset to the success of any business, and hiring the right team makes everything else much easier.  Finding great employees can be challenging and takes time.  Make sure to give yourself enough time to find the right people so you don’t end up hiring someone just because you need a body.  Hiring the wrong employees is very expensive because it creates disruptive turnover and impacts the morale of the remaining employees.   There are only so many seats on your bench, don’t fill it with sub-par players!

Ensure A Cultural Fit – As we touched upon in, How to Hire for Attitude as Well as Skill, “great employees are those who have both the technical skills required for the job as well as personal attributes that gel with your company culture and core values”.  You can always train, and even re-train, for skills depending on needs, but it is impossible to train someone to be hard-working, thoughtful, and honest.  Restaurants that are successful have a continual focus on their company culture at all levels and in all areas of the business.  They are quick to recognize when they made a wrong hire and remove poor cultural fits early on.

Share Knowledge – Cross functional training pays off when a key employee, manager or chef is out unexpectedly, and offers flexibility during periods of high volume.  It allows individuals an opportunity to develop and expand their skill sets, showing that you value their career development.  Sharing knowledge openly with your staff also pays off when a position opens up or your restaurant is ready to expand - you then have employees on your bench ready to go into these new roles.  Spending the time to cross-train can also provide employees with fresh perspectives, encourage service improvements and effective problem solving.

Empower Decision Making – Unfortunately, many managers feel that by empowering employees to make decisions, they lose the ability to lead and control their team.  This is a management myth.  When employees are part of the decision making process, they are highly motivated because they feel that they have control over their job roles.  The only way empowerment works is if there is effective two-way communication and trust between management and staff.  The more information employees have, the better they are going to be at making smart decisions for your business.

Furthermore, if employees are used to making their own decisions, they will be more prepared to make difficult ones as they move up the ladder. They will also have more ownership over a task because they made the decision instead of having it forced upon them. 

Putting the right people in the right seats on your bench is crucial to your survival.   A fully trained, empowered and invested team will allow you to be successful in your current business and future growth.

Don’t know where to begin?  Ask yourself, do you have the proper procedures and operational guidelines in place to help you be as profitable as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation at www.4qconsult.com.

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | Keeping Employees Happy at Work – Happy Employees Part 2 | 4Q Consulting, LLC

Keeping Employees Happy at Work 

 Happy Employees Part 2

As we explored in Employees are Your First Customers - Happy Employees Part 1, we know that happy, engaged employees are good for your restaurant’s business. However, what makes people happy in their jobs is subjective, can be elusive and varies by employee.  

Here are 4 basic things that you can do to increase employee satisfaction:

Supply Basic Tools for the Job – It’s simple: if your employees do not have the proper tools to do their jobs, they will not perform well.  Management must provide these tools whether they are tangible or not, such as working POS computer terminals or proper employee training.  It is frustrating for employees to have to work with broken equipment or poorly trained team members, which creates a negative environment.  

Train, Empower and Hold Accountable – Employee empowerment generally means the process of allowing employees to have input and control over their work and work environment.  Empowering employees begins with clear direction and thorough training.  Once you have spent the time to properly train all of your staff, you can trust that they have the knowledge to make decisions on their own.  However, empowerment is not a free pass for your employees; you must have clear and fair accountability for this to work.  Empowered employees have proper knowledge, are left to do their jobs and are held accountable for their work – both good and bad. This makes: committed, loyal and conscientious employees.

Praise, Recognize and Reward – Managers who only try to catch their staff “doing it wrong” create a negative culture of fear and manipulation, which has a direct correlation to negative business results. Instead, managers should actively seek to catch people “doing something right” or “better than before”, then they should praise that behavior specifically and immediately.  Employees who feel appreciated for their hard work will work harder; by creating an environment where employees feel valued, you create a safe place for work to thrive.

As discussed in our Blog: Are your Pre Service meetings a Waste of Time? the pre service meeting is also a great time to publicly praise, recognize and reward your team members’ achievements.  Giving even a small token as a reward for a job well done goes a long way in motivating staff at all levels.

Clear Career Growth Opportunities – One key reason that employees leave jobs is the lack of a clear career path within their current organization. We have previously discussed the cost of employee turnover in terms of having to constantly recruit, hire and train new employees. However, there is also a cost in not having any “bench strength” in your “bullpen”.  If you do not have employees who are trained and ready to move up into the next position, you cannot effectively grow your business.  Make sure everyone, including your managers, knows the career paths available within your organization.  If employees do not know their own career paths, they might intentionally stifle the growth and training of subordinates, which in turn impacts your business growth.

If owners and management do not have open, two-way communication with their staff, and employees feel that management doesn't care - you have a recipe for disaster. Employees must comfortably be able to make management aware of issues such as broken or lacking tools, or a need/desire for more or better training; management should address these concerns directly, letting staff know how and when items will be handled. In this environment, everyone knows what is wanted, needed, expected or promised – the team is “on the same page” and can work more effectively.

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place to be as successful as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation!

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | Employees are Your First Customers | 4Q Consulting, LLC

Employees are Your First Customers 

Happy Employees Part 1

All too often, restaurant owners take their employees’ job satisfaction for granted. They focus all their energy on achieving financial results, acquiring new customers, launching new marketing ideas, and driving guest satisfaction, but they forget about the people who actually turn all those HR action verbs into real-life actions.  Treating employees as internal customers is the first step in providing a productive, positive environment, which reinforces your company’s hospitality and service culture.

Here are 4 reasons you should consider employees your customers:

Happy Employees = Happy Guests – Front-line employees are the key connection between your restaurant and your guests. As a result, if your employees aren't happy, your guests won’t be happy with their experience in your restaurant and your restaurant won’t be happy with the business results.  A rude, surly or unhappy server does not provide the best possible experience for your guests and can often turn guests off.  In today’s economic environment, poor service will not be tolerated and can drive you out of business.

Happy Employees Are Engaged - Engaged employees care about the end results and the quality of work that they do.  They want to perform their job well and provide great service to their customers. They enjoy coming to work, interacting with their co-workers and making their customers happy.  They tend not to cut corners; approach jobs with energy—which enhances productivity—and come up with creative service improvements, which enhance the customer experience.  Unengaged employees do not care about co-workers or customers, need constant supervision and lose interest in what is best for the team, which increases operating costs. 

Happy Employees Exceed Expectations - Happy employees are more likely to help out without being asked, are willing to pitch in when needed, and will not say the dreaded “that’s not my job”. When employees come in on short notice to cover a shift, stay late for the good of the team, and/or clean without being asked, it makes it easier to manage and run the business.

Also, by going above and beyond for your guests, happy employees deliver an enormous payoff: creating passionate, loyal patrons who spend more money, stay longer, return often, and tell their friends; all of which generates sustainable growth.

Happy Employees Become Brand Ambassadors – Happy employees will speak positively of your restaurant and unhappy employees will speak negatively of your restaurant.  In social situations, often the first question asked is “What do you do?” or “Where do you work?”   Such moments can add or take away value to current and future customer experiences; increase or decrease loyalty; and leave positive or negative impressions.   All employees, not just management, can build or detract from your restaurant’s brand.

Employers need to take care of their employees first, in order for their employees to provide the best experience for guests.  Employees with high job satisfaction remain with their employers longer, reducing turnover.  This in turn, lowers the cost of constantly having to recruit, hire and train new staff and provides stability to grow your business.  

Stay tuned to next week’s Blog, Happy Employees Part 2…..

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place to be as successful as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation!

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | Fresh Flowers In your Restaurant – Yes You Can Afford Flowers! | 4Q Consulting, LLC

Fresh Flowers In your Restaurant – Yes You Can Afford Flowers!

Our clients often ask us if they should have fresh flowers in their restaurants and cited their budget as a reason to forgo them.  Fresh flowers that complement your restaurant’s décor and color scheme will instill a warm, welcoming, and hospitable environment. Placing a small, artistically-made arrangement of fresh flowers on each table can raise your diners’ spirits and make them feel welcome, which in turn can help drive repeat business, especially for your local clientele.

The expense of fresh flowers can be mitigated if they are if managed and handled correctly to extend their use.  Here are some tips to manage the cost of your floral arrangements:

Choose Wisely – Choosing hearty flowers that last relatively long will be most cost effective. For example when watered regularly, flowers such as hydrangeas and chrysanthemums can last five to seven days. While other flowers might look pretty, replacing them every two or three days can get costly. Work with your florist to select bunches that will bloom, as these can live for up to two weeks if cared for.

Keep Arrangements Simple and in Line with your Overall Décor – Choosing a suitable vase and flower arrangement will depend on your restaurant’s design and theme. If your budget is limited keep it simple:  a single stem can go a long way.  For instance Cymbidium Orchids come in a variety of colors and can compliment your color palette.

Maintenance – Simple maintenance will help to extend usability. Remove any wilting or discolored flowers as the buds start to blossom.  Add water to the vases every day to ensure a fresh supply of nutrients. When not in use, store the flower arrangements in the fridge.  Work with your florist on how to make your flowers last even longer.  Some florists suggest using a flower preservative or placing two drops of bleach into the water to preserve the petals and to prevent bacteria growth; check with your florist as methods depend on flower type.

Build a Relationship with your Local Florist – Build a rapport with your florist.  When you have a strong working relationship with a vendor they are more likely to work with you on price, advise you of new stock or product and perhaps offer services not normally available (i.e. on-site servicing of arrangements, changing out vases, etc.).  When you have a friendly rapport with your florist, you will receive a higher level of service.  Once this relationship is established, the local florist is much more likely to work with you on payment terms, recommend your restaurant to their clients, and be open to cross marketing and promotions.

Fresh Flowers in your restaurant need not be expensive if done properly and can even help drive business.  Cut fresh flowers can set you apart from your competition, drive repeat business and give you opportunity establish a beneficial vendor partner.

We work with some of the top florists in New York.  Starbright Floral has a business model conducive to our restaurant clients' needs for weekly flowers in NYC.

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place so your manager can help you be as profitable as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation!

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | Chillin' Out - Safe Food Storage and Handling | 4Q Consulting, LLC

Chillin’ Out -

Safe Food Storage and Handling

Food safety is a top concern for every commercial kitchen. As we head into the warmer months, ensuring all foods are properly refrigerated and stored below 40°F becomes more of a challenge.  Operators must learn about safe and unsafe temperature ranges, especially in how food is stored and handled.

Time and temperature play a vital role in whether food is safe to eat or needs to be thrown out.  We have all heard the adage “keep cold food cold and hot food hot”, which refers to keeping food out of the Danger Zone. The Danger Zone is the temperature range between 40°F and 140°F in which harmful bacteria multiply the fastest. If perishable foods stay in the Danger Zone too long, the food will spoil, meaning there will be no way to kill off the bacteria present. 

Here are some of our key recommendations on food safety and keeping food out of the Danger Zone:

Food Storage -

Monitor Refrigerator and Product Temperatures - Most, if not all, commercial refrigerators come with a built in thermometer. We recommend having a second thermometer in all refrigerators in case one is out of calibration.  Large walk-ins should have several thermometers in different areas to identify temperature differences and possible hot spots.  If your fridge, or areas of it, is warmer than 40°F, your food will never be below 40°F.  Raw and cooked food items should also be randomly sampled for proper temperature with instant read thermometers.  We advise our clients to keep a refrigerator log and take the equipment temperatures twice daily – as part of opening and closing duties.  By getting in the habit of doing this daily, you can identify problems sooner so as not to lose food due to spoilage.

Do Not Overload Fridges - If there are too many items stacked in a refrigerator the unit will have to work too hard to maintain the proper temperature. This could create hot spots where areas of the cabinet are not cold enough and refrigerated food will spoil. Blocking the internal and external air vents of the unit will disrupt proper cooling operation of the fridge, causing temperatures to rise. The refrigeration unit may even stop working altogether.

Proper Refrigeration Maintenance – Make sure that you have a certified refrigerator repair service.  All commercial units need to have their compressors professionally cleaned and serviced at least twice per year to keep them in working order.  The cost outlay of this service often outweighs the cost of lost food due to spoilage, damage to your units from not servicing them, and possible health department fines.  If you are not sure where to find a reputable company, check with your state’s Restaurant Association for a list of suppliers.

Food Handling -

Work in Batches – On hot days, when the ambient kitchen temperatures can be over   100°F, it is a good idea to handle perishable items in batches.  For example, when butchering steaks, it is best to take only one or two whole sides of beef out of the walk-in at a time;  once the batch is done, place the fabricated batch back into the walk-in before starting on the next.  Remember, according to the 2009 FDA Food Code, food cannot be left out in the Danger Zone for more than two hours and it is easy to forget about prep time.

Use Proper Cooling Techniques – Cooked food must to be cooled as fast as possible, so as not to spend too much time in the Danger Zone.  All food that has been cooked to the proper temperature must be cooled to 70°F within two hours and then down to 40°F within another 4 hours.  Train your staff in all the proper cooling techniques.  An example of improper cooling that is all too common: a 5 gallon bucket of hot rice stored in the walk-in straight from the stove; it would still be hot in the center the next morning and have the potential for making your customers very sick.

Use Proper Thawing Techniques - Never defrost food at room temperature. Food must be kept at a safe temperature during thawing. There are only three safe ways to defrost food: in the refrigerator, under cold running water, or in the microwave. Food thawed in cold water or in the microwave should be cooked immediately after thawing because of the time already spent in the Danger Zone.

Having to constantly check temperatures and observe safe food handling practices may seem a bit overwhelming at first, but as with all things, after repeating the correct procedures over and over, it will become second nature. Making food safety concerns part of the daily routine can only help your business by providing tasty, bacteria-free meals to customers.

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place to help you be as profitable as possible?
4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation at www.4qconsult.com.

All original content copyright Noelle E. Ifshin, 2012-2013.

Restaurant Consulting NYC | Follow the Leader…| 4Q Consulting, LLC

Follow the Leader…

Many restaurants suffer from a lack of leadership.  As we’ved discussed in our previous blog: How to hire for Attitude as well as Skill, hiring for cultural fit is often as important as hiring for technical skills. When hiring the restaurant manager, owners should also be looking for a candidate with leadership skills.

In order to lead rather than just manage, which is vital in today’s diverse fast paced world, one must be able to be more than a day-to-day task master. While a manager deals with the technical dimension in an organization or the job content; a leader marshals resources, human and otherwise, for the best possible results.

Leaders reach company goals more quickly with less drama, reduce costly employee turnover, and guide their teams through change with less damage to the organization. By ensuring that your manager is a strong, positive leader, you can help improve your bottom line.

These are 4 Leadership Qualities to look for when hiring a manager:

Ability to Communicate Vision - While managers plan and organize job assignments, tasks and schedules, leaders provide direction.  Leaders are able to effectively communicate short term and long term goals to all employees. By communicating the organizational vision and helping the staff to understand the role that they each play in reaching these goals, a leader can inspire the team to give 100%.

Builds Relationships and Trust - We often hear that we should “Lead by Example”.  This is true to gain trust, and to be able to build relationships within the organization. Managers who work by the philosophy of “Do as I say, not as I do”, or by not holding all team members to the same standards, often break down trust within the team. Being a role model positively influences people in reaching their goals. Leaders get to know the individual strengths, weaknesses, and motivators of their staff to be able to get the best from them and to achieve company results.

Trains, Coaches and Mentors – Leaders need not be experts in every area, but must understand how all the pieces work together.  Leaders do not micro manage or do the jobs of their team, instead they coach, give advice and guide from the sidelines.  If leaders have set and communicated the goals and job expectations correctly, given their team the tools they need, and instilled trust, they should be able to step back and observe. 

Encourages Change and Risk-Taking – Leaders constantly seek out what is working in the organization and are quick to get rid of what is not. Great leaders openly embrace new ideas, innovation and change.  These are the bosses who praise and encourage team members to come to them with new ideas on how to be better, faster and/or more profitable; often some of the best ideas come from front-line employees. If a manager says “that is not how we do things here”, then he/she is not a true leader.

Much like a revered general going into battle with his platoons behind him, your employees will follow a leader through all aspects of the business with little question. By hiring managers who possess these leadership qualities, you will reach your goals more efficiently.

Don’t know where to begin?  Ask yourself, do you have the proper written procedures and operational guidelines in place to help you be as profitable as possible?  4Q Consulting can develop customized operational guidelines and training programs to meet your needs.  Email us today for a free business consultation at www.4qconsult.com.

All original content copyright Noelle E. Ifshin, 2012-2013.