tag:blogger.com,1999:blog-22947509323413655532024-02-19T20:30:05.114-06:00JHW Hospitality ConsultingHelping restaurateurs, caterers, and hospitality professionals achieve fulfillment, balance, and financial success.Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.comBlogger29125tag:blogger.com,1999:blog-2294750932341365553.post-12684922606361409652013-03-07T13:48:00.003-06:002013-03-07T13:48:52.999-06:00We're Moving!Please visit our new <a href="http://www.jhwhospitality.com/">website and blog</a>. Don't miss the latest announcements about our services and Jon's speaking engagements!Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com0tag:blogger.com,1999:blog-2294750932341365553.post-22562757286195805032013-01-10T16:37:00.001-06:002013-01-10T16:37:56.566-06:00Save the Date!<span style="font-family: "Trebuchet MS", sans-serif;">Is your New Year off to a busy start? </span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;">In addition to consulting for several caterers and restaurants, I'm happy to report that my speaking schedule is also full. If you are attending any of these conferences, please stop and say hello!</span><br />
<br />
<span style="font-family: "Trebuchet MS", sans-serif;"><a href="http://www.thespecialeventshow.com/specialevent2013/public/enter.aspx">The Special Event Show 2013</a> (January 15-18, McCormick Place, Chicago) </span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"><a href="http://experiencepossible.com/">Mindflow Group Lunch & Learn</a> (January 29, Lemont, IL)</span><br />
<span style="font-family: "Trebuchet MS", sans-serif;"><a href="http://www.catersource.com/conference-tradeshow">Catersource Conference</a> (March 10-13, Las Vegas) </span>Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com0tag:blogger.com,1999:blog-2294750932341365553.post-66322405489748610292012-12-20T21:38:00.000-06:002012-12-20T23:53:58.594-06:00Sales Horror or Sales Hurrah?<i><span style="font-family: "Trebuchet MS",sans-serif;">Many friends and clients have requested we revisit this post from last year. We hope it resonates with you as it did with them!</span></i><br />
<br />
<div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">Everyone
in the hospitality industry works tirelessly throughout the holiday
season: planning, cooking, trouble shooting, and managing hard-to-please
clients. This is followed by a race to close the books before finally
enjoying a well-deserved holiday break. Two scenarios are likely to
follow:</span></span></div>
<div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;"><b>Scenario 1: The Horror, the Horror!</b></span></span></div>
<ul>
<li><div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">Many hard-earned kudos and pats on the back for a job well done.</span></span></div>
</li>
<li><div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">Down time from December 20th until a few days after New Year's.</span></span></div>
</li>
<li><div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: Trebuchet MS;">A
January filled with a belated office party, extra time chillin' in the
break room, cleaning the file drawers, and posting pics of your holiday
successes.</span></span></div>
</li>
<li><div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: Trebuchet MS;">Snow day! Stay home with hot chocolate and good movies.</span></span></div>
</li>
<li><div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: Trebuchet MS;">A last minute getaway over Valentine's Day weekend.</span></span></div>
</li>
<li><div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: Trebuchet MS;">Commerce hasn't stopped but you sure have....</span></span></div>
</li>
<li><div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: Trebuchet MS;">No revenue in the sales pipeline.</span></span></div>
</li>
</ul>
<div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">Do
the math. In this scenario, your company may have missed out on 2-3
months (that’s 15-25%) of the sales calendar! You missed the chance to
beat the previous year’s numbers. You handed your competitors a big head
start. </span></span></div>
<div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">Small businesses must sell hard all year long and there <i style="mso-bidi-font-style: normal;">is</i> a way to do it:</span></span></div>
<div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<br /></div>
<br />
<div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;"><b>Scenario 2: A Sales Hurrah!</b></span></span></div>
<ul>
<li><div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">Enjoy
a much-needed rest and family festivities over the Christmas and New
Year's weekends. Even attach an extra day off on either end.</span></span></div>
</li>
<li><div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">Consider the week between Christmas and New Year's a prime selling time.</span></span></div>
</li>
<li><div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: Trebuchet MS;">Get on the phone and reach out to business owners (decision makers) directly. <i>(Note:
the executive staffs of many small businesses are in their offices
during this week, working to get a jump start on the new year.
Therefore, they are accessible, have fewer pressing deadlines, and there
are no gate keepers to hinder your sales efforts!)</i></span></span></div>
</li>
<li><div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: Trebuchet MS;">Create
aggressive sales activity quotas to kick off your new year. Start a
contest to reward the salesperson with the best first quarter sales.</span></span></div>
</li>
<li><div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: Trebuchet MS;">Contact your holiday clients and inspire for referrals. Offer them an incentive program.</span></span></div>
</li>
<li><div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: Trebuchet MS;">Anticipate the flood of bridal inquiries that arrive at the first of the year.</span></span></div>
</li>
<li><div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: Trebuchet MS;">Host
intimate open houses for new brides, planners, and key clients - now
that the holiday hubbub has died down, they'll be happy for a night on
the town.</span></span></div>
</li>
<li><div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: Trebuchet MS;">Prepare your specialty menus and marketing plans for the Super Bowl, Valentine's Day, St. Patrick's Day, Easter, Passover, etc.</span></span></div>
</li>
<li><div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: Trebuchet MS;">Offer to speak at local business and entrepreneurial groups.</span></span></div>
</li>
<li><div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: Trebuchet MS;">Fill your sales pipeline.</span></span></div>
</li>
</ul>
<div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">Everyone
in our industry knows to anticipate a robust fourth quarter but that’s
no reason to snooze through the first couple months of the year. The
smart approach is to ramp up sales throughout the first quarter. This
will set a pace for the entire year and, rather than the horrifying loss
of 2-3 months of sales time, you can be well on your way to a
meaningful increase over last year’s numbers. </span></span></span></div>
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;">
</span>
<div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><br /></span></div>
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;">
<div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">That’s definitely a reason to cheer “Hurrah!”</span></span></div>
</span><i><span style="font-family: "Trebuchet MS",sans-serif;"> </span></i>Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com2tag:blogger.com,1999:blog-2294750932341365553.post-47338279017917706912012-12-07T15:30:00.000-06:002012-12-08T00:19:07.555-06:00The Morning After<!--[if gte mso 9]><xml>
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<![endif]--><span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;"><span>For caterers, the frenzy of holiday planning is
at its pinnacle. It’s all we can do to corral clients for last moment
selections, secure rental and decor orders, fulfill staffing assignments, and ensure
that, with a few deep breaths, a wipe of the brow, and many sleepless nights,
parties go off without a hitch. But before popping the champagne in celebration
of having survived the holidays, remember that the job continues until well
after the last gingerbread man is served. </span></span></span></div>
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<span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;"><span>All too often, attentive customer service ends
when the event ends. However, a proactive post-event strategy is as important
as your pre-event sales process. It is a key to developing ongoing business and
client trust. Here is a post event step-by-step strategy: </span></span></span></div>
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<li><span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;"><span>Call client the next day to say "thank you" and include a short event debrief. For more involved events, schedule a conference call or meeting.</span></span></span></li>
<li><span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;"><span>Call venue contact to review execution of the event.</span></span></span></li>
<li><span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;"><span>Hand write a Thank You to the client.</span></span></span></li>
<li><span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;"><span>Review event reports from Sales Executive, Chef and Supervisor.</span></span></span></li>
<li><span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;"><span>Generate a P&L.</span></span></span></li>
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<li><span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;"><span>Evaluate the client using a grading system based on criteria for your Best Fit Clients. Grading should be based on event revenue, profitability, frequency of events, ease of function, and client's willingness to promote your company.</span></span></span></li>
<li><span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;"><span>Request a client testimonial. </span></span></span></li>
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<div style="text-align: justify;">
<span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;">
</span></span></div>
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</div>
<div class="MsoListParagraph" style="margin-left: 0in; text-align: justify;">
<span style="font-family: "Trebuchet MS",sans-serif;"><span style="font-size: small;">Following
these steps after each event will help nurture your relationships with clients
and venue managers.<span> </span>You will quickly
find that a proactive and comprehensive post-event program leaves the sweetest
taste and wraps up each event with the prettiest bow.</span> <span style="mso-spacerun: yes;"> </span></span></div>
<br />
Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com3tag:blogger.com,1999:blog-2294750932341365553.post-25400813692200328142012-11-26T18:38:00.001-06:002012-11-26T18:56:00.712-06:00When Does Age Become a Problem?<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi4kJGYATG-bOg9e2TavIuqPsxYTLoYIjcIgTKLCkBVmwGH9_6J-Rs4b08T5mB6WXWzsZAgBAEB7cBef98qPz2jA8pHXq0rgtYn1ke6Da8PCIoogIJUkF7Q4HUhhCdDtu9FtYavqJcJkoc/s1600/mks+2.jpg" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"><img border="0" height="200" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi4kJGYATG-bOg9e2TavIuqPsxYTLoYIjcIgTKLCkBVmwGH9_6J-Rs4b08T5mB6WXWzsZAgBAEB7cBef98qPz2jA8pHXq0rgtYn1ke6Da8PCIoogIJUkF7Q4HUhhCdDtu9FtYavqJcJkoc/s200/mks+2.jpg" width="150" /></a></div>
<div style="text-align: justify;">
<span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;"><i>Our Marketing Director, Melanie Spratford, shares her thoughts on when it's OK to talk about your (company's) age.</i></span></span></div>
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<br /></div>
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<span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;">I’d like to suggest an experiment
for all caterers: pull up the front page of your company website.<span> </span>Now open the site of the local company you
consider your fiercest competitor.<span><span style="font-size: small;"> </span></span>Let’s
also look at the homepage of a local company you think is inferior to
yours.<span> </span>Just for fun, pull up the sites
of a few caterers in other parts of the country, too.</span></span></div>
<div class="MsoNormal" style="text-align: justify;">
<br /></div>
<div class="MsoNormal" style="text-align: justify;">
<span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;">If my observations are correct, the
majority of those sites mention a variation of the following statement (usually
within the first couple sentences on the site):</span></span> </div>
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<span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;"> - For 30 years, XYZ Caterers has been serving Anytown, USA....</span></span></div>
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<span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;"> - Founded 20 years ago, ABC Catering Company is proud to be a part of....</span></span></div>
<div class="MsoNormal" style="text-align: justify;">
<span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;"> - In 1987, Chef John Smith started Smith Catering....</span></span></div>
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<span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;">Almost every caterer uses the
first lines of their website to state the age of their company.<span> </span>It’s a terrible trend.<span> </span>It does nothing to educate customers about
your services and, unless you are the oldest or youngest company in your
market, it does nothing to distinguish you from your competitors.<span style="line-height: 115%;"> </span></span></span></div>
<div class="MsoNormal" style="text-align: justify;">
<br /></div>
<div class="MsoNormal" style="text-align: justify;">
<span style="font-family: "Trebuchet MS",sans-serif;"><span style="font-size: small;"><span style="line-height: 115%;">I understand the instinct to “tell the story” of our
companies.<span> </span>Catering companies are
families, each with its own interesting history.<span> </span>As caterers, we pour so much effort into this
all-consuming profession, and it’s natural to want to explain how dedicated we
are.<span> </span>Plus, you have <i>every right</i> to be proud of your longevity.<span> </span>This is a grueling business and, let’s be
honest, the past 10 years haven’t exactly been the easiest.</span></span></span></div>
<div class="MsoNormal" style="text-align: justify;">
<br /></div>
<div class="MsoNormal" style="text-align: justify;">
<span style="font-family: "Trebuchet MS",sans-serif;"><span style="font-size: small;">Trumpeting your company’s age,
however, doesn’t address the primary interests of people visiting your website.<span> </span>Customers are interested in themselves.<span> </span>They want to know how your company can tend
to their needs.<span> </span>That you’ve been in
business since Reagan was President doesn’t necessarily reassure a bride that
you can successfully cater her wedding.<span> </span>Don’t
assume that a client knows the value of your years of experience.<span> </span>You need to connect the dots for her: “Our 3
decades in business have given us the operational expertise to create an event
you will be proud to remember for just as long.”</span></span></div>
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<br /></div>
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<span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;">It’s a subtle difference but one
that will help a client understand how your years of experience have given you
the skills needed to deliver consistently incredible catering.<span><span style="font-size: small;"> </span></span>Simply telling visitors to your website how
long you’ve been in business isn’t enough.<span> </span>You need to explain to them how those years set you apart from all the
other caterers.<span> </span>Once you’ve done that,
your website will stand out from the crowd.</span></span></div>
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/* Style Definitions */
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mso-tstyle-rowband-size:0;
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mso-style-noshow:yes;
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mso-style-qformat:yes;
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font-family:"Calibri","sans-serif";
mso-bidi-font-family:"Times New Roman";}
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<![endif]-->
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<w:WordDocument>
<w:View>Normal</w:View>
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<w:TrackMoves/>
<w:TrackFormatting/>
<w:PunctuationKerning/>
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<w:BreakWrappedTables/>
<w:SnapToGridInCell/>
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<w:DontBreakConstrainedForcedTables/>
<w:DontVertAlignInTxbx/>
<w:Word11KerningPairs/>
<w:CachedColBalance/>
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<w:BrowserLevel>MicrosoftInternetExplorer4</w:BrowserLevel>
<m:mathPr>
<m:mathFont m:val="Cambria Math"/>
<m:brkBin m:val="before"/>
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<m:naryLim m:val="undOvr"/>
</m:mathPr></w:WordDocument>
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UnhideWhenUsed="false" Name="Light Grid Accent 4"/>
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<style>
/* Style Definitions */
table.MsoNormalTable
{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
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mso-pagination:widow-orphan;
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font-family:"Calibri","sans-serif";
mso-bidi-font-family:"Times New Roman";}
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<![endif]-->
</span></span></div>
<span style="font-size: small;"><span style="font-family: "Trebuchet MS",sans-serif;"></span></span><br />
<div class="MsoNormal" style="text-align: justify;">
<!--[if gte mso 9]><xml>
<w:WordDocument>
<w:View>Normal</w:View>
<w:Zoom>0</w:Zoom>
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<w:TrackFormatting/>
<w:PunctuationKerning/>
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<w:LidThemeAsian>X-NONE</w:LidThemeAsian>
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<w:BreakWrappedTables/>
<w:SnapToGridInCell/>
<w:WrapTextWithPunct/>
<w:UseAsianBreakRules/>
<w:DontGrowAutofit/>
<w:SplitPgBreakAndParaMark/>
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<span style="font-family: "Trebuchet MS",sans-serif;"><span style="font-size: small;"><span style="line-height: 115%;"><!--[if gte mso 9]><xml>
<w:WordDocument>
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<w:TrackFormatting/>
<w:PunctuationKerning/>
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<w:DoNotPromoteQF/>
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<w:BreakWrappedTables/>
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<w:CachedColBalance/>
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Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com0tag:blogger.com,1999:blog-2294750932341365553.post-36823029505638576262012-10-26T13:32:00.001-05:002012-10-29T12:04:36.375-05:00Digging Up the Root<!--[if gte mso 9]><xml>
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<span style="font-family: "Trebuchet MS",sans-serif;">When coaching new clients I first ask how
I may help improve their business. Responses are usually along the lines of “My
chef hates the sales team” or “We can’t seem to hire and keep good staff” or
“We're always getting beat on price.” Such critical issues are common to caterers
and restaurateurs. <span style="mso-spacerun: yes;"> </span>However, addressing those
issues will not solve the root problem. When I dig a little deeper, 9 out of 10
clients eventually acknowledge they want to improve profitability, to decrease their
stress level, and to create a culture where everyone works in harmony. Understanding
these goals is the first step toward eventually fixing the day-to-day problems
that are a blight on every company.</span></div>
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<span style="font-family: "Trebuchet MS",sans-serif;">It is common for owners to believe that
if they keep doing the same things <i style="mso-bidi-font-style: normal;">just a
little better</i> then everything will improve. Or they think that if they
throw more money at a problem, it will simply go away. <span style="mso-spacerun: yes;"> </span>Sadly, this is never the case.<span style="mso-spacerun: yes;"> </span>Real solutions come from understanding your
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<span style="font-family: "Trebuchet MS",sans-serif;">Therefore, if your goal is to reduce
stress, the last thing you need to do is mediate a personality dispute between
departments.<span style="mso-spacerun: yes;"> </span>Likewise, once you define
your company culture, identifying employees who will be the right fit for your
company becomes much easier.<span style="mso-spacerun: yes;"> </span>If your
goal is to improve profitability, the next step is to assess your sales
procedures and evaluate your cost of doing business.<span style="mso-spacerun: yes;"> </span>You may even discover a new appreciation for
the all the time and energy you spend on cost-saving operations.</span></div>
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<br /></div>
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<span style="font-family: "Trebuchet MS",sans-serif;">There are many strategies for setting up
more efficient procedures or strengthening a team’s unity.<span style="mso-spacerun: yes;"> </span>Unfortunately, on their own, none of these
quick fixes will bring lasting change or progress.<span style="mso-spacerun: yes;"> </span>Owners and managers need to dig deeper to
identify their goals and their company’s fundamental mission.<span style="mso-spacerun: yes;"> </span>Once these have been unearthed, the whole
team will find it easier to work together to help the company flourish.</span></div>
Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com2tag:blogger.com,1999:blog-2294750932341365553.post-32610257155307262082012-10-08T15:39:00.000-05:002012-10-08T15:39:13.182-05:00Swinging for the Fences - Part IV<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiiKBn8jqyuvkkLEIIGL4foHsSuB2bGvp25QGIfkkXsjbvB5gfMjXoL3cymQ28-ZaEaHNzOpldjImCaNzdWTMsqKIJZuCk4war38RWD0ic2JLNEt9IDZb0LxFVqsKG0WizyCTGF-KFzlH8/s1600/Jon+Wool%252C+Wrigley.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="213" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiiKBn8jqyuvkkLEIIGL4foHsSuB2bGvp25QGIfkkXsjbvB5gfMjXoL3cymQ28-ZaEaHNzOpldjImCaNzdWTMsqKIJZuCk4war38RWD0ic2JLNEt9IDZb0LxFVqsKG0WizyCTGF-KFzlH8/s320/Jon+Wool%252C+Wrigley.JPG" width="320" /></a></div>
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<span style="font-family: "Trebuchet MS",sans-serif;"><span style="font-size: 12pt;">In my series on the parallels between Major League
Baseball and the catering game, I've examined the roles and responsibilities of
the <a href="http://jhwhospitality.blogspot.com/2012/04/swinging-for-fences.html" target="_blank">owners</a></span><span style="font-size: 12pt;"><a href="http://jhwhospitality.blogspot.com/2012/06/swinging-for-fences-part-ii.html" target="_blank"><span style="mso-bidi-font-weight: bold;"></span></a><span style="mso-bidi-font-weight: bold;">, the </span><a href="http://jhwhospitality.blogspot.com/2012/06/swinging-for-fences-part-ii.html" target="_blank"><span style="mso-bidi-font-weight: bold;">managers</span></a><span style="mso-bidi-font-weight: bold;">, and the <a href="http://jhwhospitality.blogspot.com/2012/08/swinging-for-fences-part-iii.html">players</a>.
With the playoffs underway and the World Series quickly approaching, it’s time
to look at the fans, the paying customers, and see where they fit into this
equation. </span></span></span></div>
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<span style="font-family: "Trebuchet MS",sans-serif;"><span style="font-size: 12pt;">Simply put, the fan is king! </span></span></div>
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<br /></div>
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<span style="font-family: "Trebuchet MS",sans-serif;"><span style="font-size: 12pt;">The only obligation the fan has is to enjoy the game
on their own terms (providing they’re not celebrating by tipping cars and throwing
bottles). And, as we see every year during the World Series, it is perfectly acceptable
for fair weather fans to cheer right alongside the diehards. An organization
would be foolish to discourage the enthusiasm of any fans.<span style="mso-spacerun: yes;"> </span>I am always perplexed that along with the
standard promotionals such as “Bobble Head Day” or “Ice Cream ‘Sunday,’” ballparks
include the self satisfied announcement of “Fan Appreciation Day.” What, one whole
day to appreciate the fans? Imagine how badly a hospitality company would fare
if it only appreciated its guests on special days.<span style="mso-spacerun: yes;"> </span>It would ruin us. <span style="mso-spacerun: yes;"> </span></span></span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in; text-align: justify;">
<span style="font-family: "Trebuchet MS",sans-serif;"><span style="font-size: 12pt;">Caterers must realize that, just as in baseball, clients
may change allegiances at any time based on whim, whimsy, fickle, or folly. The
client may determine that their caterer is not worthy because of a small PR
mistake or because of repeated poor performance. Sometimes, the client is
influenced by the preferences of others in the community. Or they lose faith,
maybe rightly so, when their team trades all its core players as the Red Sox did
this summer. Clients lose confidence when their caterer seems to have a
revolving door of Chefs, account executives, and key staff. Really, anything
can cause a client’s loyalty to waver.<span style="mso-spacerun: yes;">
</span>That is their prerogative.<span style="mso-spacerun: yes;"> </span>It is
up to the caterer to find innovative ways to keep hitting home runs and keep
fans engaged.</span></span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in; text-align: justify;">
<br /></div>
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<span style="font-family: "Trebuchet MS",sans-serif;"><span style="font-size: 12pt;">Baseball and Hospitality are both games of business.
However, we – the owners, managers, coaches, players, and staff - must never
forget that the game is, in the end, about ensuring entertainment and celebration
for our fans and clients. Without that fun, the money never flows. </span></span></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in; text-align: justify;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in; text-align: justify;">
<span style="font-family: "Trebuchet MS",sans-serif;"><span style="font-size: 12pt;">By the way, my favorite team was knocked out of playoff
contention weeks ago but I’m one of those eternal hopefuls chanting the phrase “Wait
‘til next year.”<span style="mso-spacerun: yes;"> </span>A similar determination
drives me in catering.<span style="mso-spacerun: yes;"> </span>Every new event,
every new inquiry, every newly-met prospective client is a chance to be the
hero who clinches the Series with a grand slam, thereby winning a fan for life.</span></span></div>
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<![endif]--><br />Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com0tag:blogger.com,1999:blog-2294750932341365553.post-73310890912063223462012-09-12T12:10:00.000-05:002012-09-12T12:15:26.865-05:00Pouring For Profit<div style="text-align: justify;">
<b><span class="bumpedfont15" style="font-family: 'Trebuchet MS', sans-serif;">Exclusive! Here's a sneak peak at excerpts from an article that will soon appear in <a href="http://www.catersource.com/magazine" target="_blank">Catersource Magazine</a></span></b><b><span class="bumpedfont15" style="font-family: 'Trebuchet MS', sans-serif;">:</span></b></div>
<span class="bumpedfont15" style="font-family: 'Trebuchet MS', sans-serif;"><br /></span>
<div style="text-align: justify;">
<span class="bumpedfont15" style="font-family: 'Trebuchet MS', sans-serif;"><span class="Apple-style-span" style="font-family: Times;"><span class="bumpedfont15" style="font-family: 'Trebuchet MS', sans-serif;">I
recently began consulting with a busy catering group whose beverage packages
were losing money. They knew that alcohol sales should generate great
financial return and they couldn’t understand why that wasn’t
happening for them. One look at their liquor storage room and I began to see the problem. First the door to the room was wide open and completely unattended. A couple questions revealed that there were half a dozen keys to the liquor room floating about. </span></span><span class="Apple-style-span" style="font-family: Times;"><span class="bumpedfont15" style="font-family: 'Trebuchet MS', sans-serif;">Secondly, there were no specific policies regarding packing or pre-
and post-event inventories. Lastly, the bar staff were largely unsupervised,
with no one responsible for on-site beverage management or consistent handling
of the product. Without any monitoring of their liquid assets, this
company might as well have been pouring all that booze down the
drain.</span></span></span></div>
<br />
<div class="s2" style="margin: 0in 0in 0.0001pt; text-align: justify;">
<span class="Apple-style-span" style="font-family: 'Trebuchet MS', sans-serif;">Fortunately, these
problems can be addressed with straightforward solutions rooted in
focus and intentionality. I worked with this company to implement what
we called The New Rules:</span></div>
<ol style="text-align: justify;">
<li><span class="bumpedfont15" style="font-family: 'Trebuchet MS', sans-serif;"><b>Lock it up.</b> We changed the lock to the liquor room and produced just two keys to the new lock. One is for the owner and one is for the kitchen manager. The only people authorized to use the key are the kitchen manager or her assistant. They are required to sign the key in and out for each use.</span></li>
<li><span class="bumpedfont15" style="font-family: 'Trebuchet MS', sans-serif;"><b>Write it down.</b> An inventory sheet is posted outside the liquor room. The manager initials each item as it is removed, noting the date and time. Liquor pull sheets are produced for every event using a system that monitors inventory at multiple times: when it arrives at the event site, when it is packed up after the event, and when it is returned to the shop.</span></li>
<li><span class="bumpedfont15" style="font-family: 'Trebuchet MS', sans-serif;"><b>Keep your eyes open. </b> Bar servers are now carefully schooled in proper bar management. They are taught to provide consistent and measured pours, and they are rewarded for high performance. They have been enlisted in the company's goal to improve beverage profits and their new sense of purpose shows in their careful efforts.</span></li>
</ol>
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may seem that The New Rules are redundant or over-the-top,
but because good bar management can play such a dramatic role in increasing
profitability, it’s worth being vigilant in this area. Within a short
timeframe, my client began to see increased margins on liquor sales. Even
better, the new discipline has begun to carry over to other areas of the
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<span style="font-family: 'Trebuchet MS', sans-serif;"><span style="letter-spacing: -0.1pt; position: relative; top: 1pt;"><b>The full article will appear in an upcoming issue of
<a href="http://www.catersource.com/magazine" target="_blank">Catersource Magazine</a>.</b><b> </b> </span></span></div>
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Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com1tag:blogger.com,1999:blog-2294750932341365553.post-52304966910494489542012-08-21T17:11:00.000-05:002012-08-23T16:14:38.846-05:00Timeless Hospitality<span style="font-family: Sylfaen; line-height: 115%;"><span style="font-family: "Trebuchet MS", sans-serif;"></span></span><br />
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<tr><td class="tr-caption" style="text-align: center;">Alfred Lunt & Lynn Fontanne</td></tr>
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<span style="font-family: "Trebuchet MS", sans-serif;">My wife, Carole, planned a wonderful birthday weekend for me in <st1:city style="font-family: 'Trebuchet MS',sans-serif;" w:st="on"><st1:place w:st="on">Milwaukee</st1:place></st1:city>. (No gifts please. Your readership and comments are gifts enough.) The trip included a Brewer’s game at <st1:place style="font-family: 'Trebuchet MS',sans-serif;" w:st="on"><st1:placename w:st="on">Miller</st1:placename> <st1:placetype w:st="on">Park</st1:placetype></st1:place> and a stay at one of the country’s coolest and best-run hotels, </span><a href="http://www.theironhorsehotel.com/" style="font-family: 'Trebuchet MS',sans-serif;" target="_blank"><span style="font-family: "Trebuchet MS", sans-serif;">The Iron Horse</span></a><span style="font-family: "Trebuchet MS", sans-serif;">. Carole announced that she had a surprise outing planned during our stay. Immediately, I thought…a tour of the <st1:place style="font-family: 'Trebuchet MS',sans-serif;" w:st="on"><st1:placename w:st="on">Harley</st1:placename> <st1:placename w:st="on">Davidson</st1:placename> <st1:placetype w:st="on">Museum</st1:placetype></st1:place> or, better yet, enrollment in Harley’s Motorcycle Boot Camp. I imagined myself decked in black leather, boots, and a shiny helmet racing on a V-Rod, jumping canyons à la Evel Knievel. Instead, we drove down a pretty little country road to a quaint museum called </span><a href="http://www.tenchimneys.org/" style="font-family: 'Trebuchet MS',sans-serif;" target="_blank"><span style="font-family: "Trebuchet MS", sans-serif;">Ten Chimneys</span></a><span style="font-family: "Trebuchet MS", sans-serif;"> in Genesee Depot. Ten Chimneys is the famed estate of the iconic couple of theatre’s Golden Age, Alfred Lunt and Lynn Fontanne. While not what I had envisioned, it was, indeed, a surprise and the experience was wonderful. <o:p></o:p> </span></div>
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<span style="font-family: "Trebuchet MS", sans-serif;">The Lunts staged their house as if it were a Broadway set. Each room is designed in a different motif, with a liveliness and style that lured <st1:city w:st="on"><st1:place w:st="on">Hollywood</st1:place></st1:city> and Broadway luminaries. Rooms magically combine the garish with the elegant. Some rooms are named appropriately to reflect eras of the theatre. Others touch on humor like "The Flirtation Room." Bedrooms are named for beloved guests such as Laurence Olivier, Katharine Hepburn, and <span style="line-height: 115%;">Noël </span>Coward.</span></div>
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<span style="font-family: "Trebuchet MS", sans-serif;">The Lunts went to great lengths to make their guests feel welcome and to create for them memorable experiences. Guests were hosted in beautiful suites, wined, dined, entertained, and bestowed with gifts. The Lunts maintained that hospitality is all about thoughtful planning, theatricality, and attention to detail.</span></div>
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<span style="font-family: "Trebuchet MS", sans-serif;">"Thoughtful planning, theatricality, and attention-to-detail.” The very pillars that caterers and hospitality professionals hold dear. They are also the foundation that makes The Iron Horse such a special hotel. So, while I didn't take Harley lessons, I did take a lesson from the famous couple: we should imagine ourselves as theatrical producers or directors. We set the stage and create the magic so that our clients may star. As they take their bows, we can await the best of all client requests: “Encore!’’ </span></div>
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<tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiunLd4wHFuBDoJzKCisDBEQxoPlkZA5JqS_BqlXPNmLKUEtk61EfkeOR0wRzRuFpNMUeO8SlVpL0LYleZpeyGYkXyYBIfXIGidXV2UxHpADp12N3tLOezLV3FE3C9BG0IKVTofZSH_TL0/s1600/Carole+at+Ten+Chimneys.JPG" imageanchor="1" style="margin-left: auto; margin-right: auto;"><span style="font-family: "Trebuchet MS", sans-serif;"><img border="0" height="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiunLd4wHFuBDoJzKCisDBEQxoPlkZA5JqS_BqlXPNmLKUEtk61EfkeOR0wRzRuFpNMUeO8SlVpL0LYleZpeyGYkXyYBIfXIGidXV2UxHpADp12N3tLOezLV3FE3C9BG0IKVTofZSH_TL0/s320/Carole+at+Ten+Chimneys.JPG" width="240" /></span></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;"><span style="font-family: "Trebuchet MS", sans-serif; font-size: small;">Carole Wool</span></td></tr>
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Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com0tag:blogger.com,1999:blog-2294750932341365553.post-71615653228211968492012-08-10T15:15:00.000-05:002012-10-08T15:40:30.404-05:00Swinging For the Fences - Part III<div class="MsoNormal" style="line-height: 18pt; margin: 0in 0in 0pt; text-align: justify;">
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiiKBn8jqyuvkkLEIIGL4foHsSuB2bGvp25QGIfkkXsjbvB5gfMjXoL3cymQ28-ZaEaHNzOpldjImCaNzdWTMsqKIJZuCk4war38RWD0ic2JLNEt9IDZb0LxFVqsKG0WizyCTGF-KFzlH8/s1600/Jon+Wool%252C+Wrigley.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="213" kda="true" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiiKBn8jqyuvkkLEIIGL4foHsSuB2bGvp25QGIfkkXsjbvB5gfMjXoL3cymQ28-ZaEaHNzOpldjImCaNzdWTMsqKIJZuCk4war38RWD0ic2JLNEt9IDZb0LxFVqsKG0WizyCTGF-KFzlH8/s320/Jon+Wool%252C+Wrigley.JPG" width="320" /></a></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-weight: bold; mso-fareast-font-family: 'Times New Roman';"><span style="font-family: "Trebuchet MS", sans-serif;">In our series exploring the parallels between Major League Baseball and the catering game, we've covered the subject from the perspective of both the <a href="http://jhwhospitality.blogspot.com/2012/06/swinging-for-fences-part-ii.html" target="_blank">owners</a> and the <a href="http://jhwhospitality.blogspot.com/2012/06/swinging-for-fences-part-ii.html" target="_blank">managers</a>. The MLB season is now in the midst of what are commonly referred to as the “Dog Days of August” and it’s time to turn our attention to the people who really make it happen.<span style="mso-spacerun: yes;"> </span><span style="mso-spacerun: yes;"> </span>Assuming that the management has put all of the pieces of the team puzzle in place, at this stage, the game is strictly in the hands of those on the field: The Players. </span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-weight: bold; mso-fareast-font-family: 'Times New Roman';"><span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-weight: bold; mso-fareast-font-family: 'Times New Roman';"><span style="font-family: "Trebuchet MS", sans-serif;">By mid August, the end of the regular season looms and the playoffs are in sight. This is when would-be contenders fade fast and the most resilient, talented, and disciplined teams surge ahead. Players are responsible for staying healthy, making smart behavioral choices, narrowing their focus, and playing harder than ever. Ball teams are made up of power hitters, speedsters, dependable fielders, and domineering pitchers; each player working to maximize his individual success and that of his team. The same can be said of catering companies. Here, salespeople, cooks and chefs, operations staff, and event servers must work in harmony for the benefit of the clients and the team. </span></span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-weight: bold; mso-fareast-font-family: 'Times New Roman';"><span style="font-family: "Trebuchet MS", sans-serif;">Catering company employees are responsible for keeping their energy high, approaching each event enthusiastically, and staying alert to handle any curveballs.<span style="mso-spacerun: yes;"> </span>In order to achieve success, the entire staff must be dependable and work together trustingly.<span style="mso-spacerun: yes;"> </span>Chefs rely on smart work from the sales team.<span style="mso-spacerun: yes;"> </span>Servers depend on good decisions by the operations team.<span style="mso-spacerun: yes;"> </span>Sales people must trust their event staff to serve their clients well.<span style="mso-spacerun: yes;"> </span>If the entire team can work together, the caterer will be hitting home runs.<span style="mso-spacerun: yes;"> </span>If resentment and egos get in the way, there can be no hope of becoming the champions.</span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-weight: bold; mso-fareast-font-family: 'Times New Roman';"><div class="MsoNormal" style="line-height: 18pt; margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-weight: bold; mso-fareast-font-family: 'Times New Roman';"><span style="font-family: "Trebuchet MS", sans-serif;">Success all boils down to player execution. Home run titles, strike out records, MVP and Cy Young awards are fantastic but it is a World Series trophy that sums up the success of the team.<span style="mso-spacerun: yes;"> </span>Likewise, reaching personal sales goals, moving up to Sous Chef, or learning a new service style is valuable for personal growth but catering companies are judged based on whether or not they hit it out of the park on event day. <o:p></o:p></span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-weight: bold; mso-fareast-font-family: 'Times New Roman';"><span style="font-family: "Trebuchet MS", sans-serif;">And who does the judging?<span style="mso-spacerun: yes;"> </span><a href="http://jhwhospitality.blogspot.com/2012/10/swinging-for-fences-part-iv.html" target="_blank">The Fans</a>.<span style="mso-spacerun: yes;"> </span>But that’s for next time….<o:p></o:p></span></span></div>
</o:p></span>Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com0tag:blogger.com,1999:blog-2294750932341365553.post-60121132671900942232012-07-30T16:50:00.000-05:002012-07-30T16:50:24.323-05:00Fall in Love with Old Cape Cod<div style="text-align: justify;">
<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Every summer, my family vacations on <place w:st="on">Cape Cod</place> because, in the words of the old Patti Page song, we're “fond of sand dunes and salty air/Quaint little villages here and there....”<span style="mso-spacerun: yes;"> </span>As anyone who has visited the area can tell you, behind each of those sand dunes stands a seemingly endless string of restaurants and clam shacks with identical menus and interchangeable names (Ahab's, Capt’n Parker's, The Yankee Clipper…). <span style="mso-spacerun: yes;"> </span>Each establishment boasts “The Cape's Best Lobsters/Chowder/Fried Clams.”<span style="mso-spacerun: yes;"> </span>You can almost imagine that every buttery lobster roll or fried seafood plate is cooked in the same </span><span style="font-family: "Trebuchet MS", sans-serif;">gigantic kitchen. <span style="mso-spacerun: yes;"> </span></span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Yet, for all of their similarities, some of these spots thrive year after year while others last only to the end of the season.<span style="mso-spacerun: yes;"> </span>Why do these restaurants have varying levels of success when they are all offering the exact same menu? The difference is in the execution: </span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">The successful spots offer exceptional hospitality. <span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Note the smiling hosts, caring managers, and well-trained servers. At the shack with the longest line of diners, you never have to ask a sluggish waiter to wipe ketchup from the duct taped vinyl booth or to bring silverware with the meal. </span></span></span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Success is also based on operational systems that are simple and dependable. Sunburned families can trust that their piping hot dinner will arrive at the table before the cranky younger cousin finishes a second baggie of oyster crackers.</span></span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: Trebuchet MS;">The best restaurants are well-tended with clean rest rooms, new looking menu boards, and freshly painted trim. Patrons aren't greeted by the unappetizing scent of </span><span style="font-family: "Trebuchet MS", sans-serif;">cheap disinfectant, stale beer, old cooking oil, or the dreaded "fishy" smell.</span></span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: Sylfaen; font-size: 12pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="font-family: "Trebuchet MS", sans-serif;">Even in the most casual settings, the secrets to success in hospitality are not a mystery. Placing a premium on care, cleanliness, and consistency makes all the difference. The companies who do this are the most financially stable and earn an ever-growing fan base.</span></span></span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: Sylfaen; font-size: 12pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="font-family: Trebuchet MS;">Having returned to Chicago some ten pounds heavier, I find myself dreaming of my loved ones, laughing around a table filled with succulent lobsters, a quahog or two, and a round of ice cold beer. Patti Page was right: </span></span></span></span></div>
<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: Sylfaen; font-size: 12pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="font-family: Trebuchet MS;"><blockquote class="tr_bq">
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<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: Sylfaen; font-size: 12pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="font-family: Trebuchet MS;">If you spend an evening you'll want to stay</span></span></span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: Sylfaen; font-size: 12pt; line-height: 115%; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US;"><span style="font-family: Trebuchet MS;">Watching the moonlight on Cape Cod Bay.</span></span></span></span></div>
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<tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhcYfuZIfjNsKUAIvJSwHkvk8GQWI16qj_xMfoS5arulHHbg1-WLbzpSXX_U3ByWuKWOemWAN7Nd1SiIdrki6SyPFBknGfnV1_5OwE8_8pZ8x7UZjgtJI3Xd1b5wdvYq4exlQ6oxBnTve4/s1600/photo.JPG" imageanchor="1" style="margin-left: auto; margin-right: auto;"><img border="0" eda="true" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhcYfuZIfjNsKUAIvJSwHkvk8GQWI16qj_xMfoS5arulHHbg1-WLbzpSXX_U3ByWuKWOemWAN7Nd1SiIdrki6SyPFBknGfnV1_5OwE8_8pZ8x7UZjgtJI3Xd1b5wdvYq4exlQ6oxBnTve4/s320/photo.JPG" width="320" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;">Let's Lobster Roll!</td></tr>
</tbody></table>Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com1tag:blogger.com,1999:blog-2294750932341365553.post-17902622572324350252012-07-05T15:44:00.000-05:002012-07-05T15:44:33.029-05:00What's Next?<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Grant Achatz is one of the most progressive and inspiring chefs in the world. Every few months, his restaurant, Next, changes its menu to reflect a new culinary theme. The same menu is served nightly throughout each period.<span style="mso-spacerun: yes;"> </span>Thus far, Next has celebrated the cuisines of Escoffier and Ferran Adrià of El Bulli, as well as Achatz’s own childhood reminiscences. Currently, Next </span><a href="http://www.youtube.com/watch?v=zKiRIOmKJpA&feature=plcp" target="_blank"><span style="font-family: "Trebuchet MS", sans-serif;">pays homage to Sicilian food</span></a><span style="font-family: "Trebuchet MS", sans-serif;">. Reviews of the restaurant are always incredible as is the long list of diners eager to spend hundreds of dollars to experience the creative menus and culinary wonders. </span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">For all the acclaim the restaurant has garnered, however, the idea of regularly recreating the menu isn’t revolutionary to catering companies and our chefs.<span style="mso-spacerun: yes;"> </span>We too serve different themed menus, except, rather than changing them seasonally, we do it constantly. <span style="mso-spacerun: yes;"> </span>It is not unusual for a caterer to prepare anything from Mediterranean to Asian, Classic French to <state w:st="on"><place w:st="on">Texas</place></state> BBQ…all in a single week! </span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">There are other challenges unique to the catering world.<span style="mso-spacerun: yes;"> </span>For example, while a fine dining restaurant serves dozens of guests at various intervals, caterers may be required to serve hundreds simultaneously on a strict timeline. Caterers are often responsible for designing different visual themes that may extend to equipment, decor, and even server uniforms. Add to that the challenges of producing events in historic venues, tiny galleries, private homes, or a tent under the stars, and you begin to understand how complicated the job of “Caterer” can be.</span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">How many times have I heard catering chefs say they yearn for the familiar routine of working a restaurant line? How many times have I seen fine restaurant chefs, stripped of their normal surroundings and equipment, wrestling with their first off-premise event? Caterers should take heart! I believe that if you can master the off-premise event with its ever-changing demands, curve balls, and peculiarities of cooking and serving spaces, you are prepared to succeed in any hospitality setting.<span style="mso-spacerun: yes;"> </span>Consider that you are positioned to be the industry’s “Next” big thing.<span style="mso-spacerun: yes;"> </span></span></span></div>
</span>Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com6tag:blogger.com,1999:blog-2294750932341365553.post-10903945107776941392012-06-21T16:49:00.000-05:002012-06-21T16:49:27.777-05:00The MFA Is the New MBA<div class="MsoNormal" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="color: black; font-family: Sylfaen; mso-bidi-font-family: Arial; mso-bidi-font-size: 12.0pt;"><span style="font-family: "Trebuchet MS", sans-serif;">My daughter Alana is an art student entering her senior year of college and she just made the Dean’s List. When my wife and I called to tell her how proud we are, Alana humbly replied that we were making too big of a deal over this.<span style="mso-spacerun: yes;"> </span>She declared that every student makes the Dean’s List if they can: </span></span></div>
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<span style="color: black; font-family: Sylfaen; mso-bidi-font-family: Arial; mso-bidi-font-size: 12.0pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Incorporate the professor's instructions as they progress</span></span></div>
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<span style="color: black; font-family: Sylfaen; mso-bidi-font-family: Arial; mso-bidi-font-size: 12.0pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Ask for additional advice when necessary</span></span></div>
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<span style="color: black; font-family: Sylfaen; mso-bidi-font-family: Arial; mso-bidi-font-size: 12.0pt;"><span style="font-family: "Trebuchet MS", sans-serif;">I laughed and suggested that these competencies display professionalism at its highest level. No one is expected to be Salvador Dali or Andrew Wyeth at 21. However, character traits such as attentiveness, punctuality, creativity, and humility are smart business principles that make a powerful foundation for success in any field.</span></span></div>Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com1tag:blogger.com,1999:blog-2294750932341365553.post-71563779428011461362012-06-11T14:27:00.000-05:002012-06-11T14:27:59.671-05:00In the Media: FoodserviceRadio.net<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjWfRWT9TZPjVMe_2PtBP5uOnZQo_p9mshIp_yTKruINMMpbgvTuEuKT0EsjRNgUxPLMPQ9F_GyixdXIwwAigBNVQEeuMm2GXzMmirCQMhoKujgCnMVemBZ4ykyu6a_UEjAJDWWMpq_TNY/s1600/Foodservice+Radio.net.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" fba="true" height="90" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjWfRWT9TZPjVMe_2PtBP5uOnZQo_p9mshIp_yTKruINMMpbgvTuEuKT0EsjRNgUxPLMPQ9F_GyixdXIwwAigBNVQEeuMm2GXzMmirCQMhoKujgCnMVemBZ4ykyu6a_UEjAJDWWMpq_TNY/s320/Foodservice+Radio.net.jpg" width="320" /></a></div>
When if comes to catering sales, there's a short path from contact to contract. In <a href="http://www.foodserviceradio.net/CateringIncreases.html" target="_blank">this interview</a> with Bob Ryals of FoodserviceRadio.net, I reveal some secrets to new business development including how to identify Good Fit clients for your company.Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com0tag:blogger.com,1999:blog-2294750932341365553.post-49124517674532201372012-06-06T15:52:00.001-05:002012-10-08T15:41:55.378-05:00Swinging For the Fences - Part II<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; text-align: justify;">
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiiKBn8jqyuvkkLEIIGL4foHsSuB2bGvp25QGIfkkXsjbvB5gfMjXoL3cymQ28-ZaEaHNzOpldjImCaNzdWTMsqKIJZuCk4war38RWD0ic2JLNEt9IDZb0LxFVqsKG0WizyCTGF-KFzlH8/s1600/Jon+Wool%252C+Wrigley.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" fba="true" height="213" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiiKBn8jqyuvkkLEIIGL4foHsSuB2bGvp25QGIfkkXsjbvB5gfMjXoL3cymQ28-ZaEaHNzOpldjImCaNzdWTMsqKIJZuCk4war38RWD0ic2JLNEt9IDZb0LxFVqsKG0WizyCTGF-KFzlH8/s320/Jon+Wool%252C+Wrigley.JPG" width="320" /></a></div>
<span style="font-family: Sylfaen; mso-bidi-font-family: Arial;"><span style="font-family: "Trebuchet MS", sans-serif;">At the start of the MLB season, <a href="http://jhwhospitality.blogspot.com/2012/04/swinging-for-fences.html" target="_blank">we looked at the parallels</a> </span><span style="font-family: "Trebuchet MS", sans-serif;">between the roles and responsibilities of baseball team owners and those of catering company owners. We are a third of the way into the season and, for some teams, careful preparation has paved the way for exceeded expectations.<span style="mso-spacerun: yes;"> </span>On the other hand, some of the teams who had high hopes during the preseason are struggling just to play .500 ball. Is it because of the chilly weather of April? Injuries? Poor recruitment decisions? Bad coaching? The classic case of unexplained slumps by otherwise dependable stars?<span style="mso-spacerun: yes;"> </span>There could be any number of factors contributing to a team’s poor performance, but now is the time for managers and coaches to assess their team’s status and, if necessary, make significant changes.</span></span></div>
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<span style="font-family: Sylfaen; mso-bidi-font-family: Arial;"><span style="font-family: "Trebuchet MS", sans-serif;">Department managers of catering companies are similar in many ways to baseball managers and coaches.<span style="mso-spacerun: yes;"> </span>(Of course, sometimes the department manager <i style="mso-bidi-font-style: normal;">is</i> the owner.<span style="mso-spacerun: yes;"> </span>Sometimes, as <a href="http://romansopinion.blogspot.com/" target="_blank">Mike Roman says</a>,</span><span style="font-family: "Trebuchet MS", sans-serif;"> the catering owner/manager is also: dishwasher, driver, chef, furniture mover, plumber, psychiatrist, and more!)</span></span></div>
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<span style="font-family: Sylfaen; mso-bidi-font-family: Arial;"><span style="font-family: "Trebuchet MS", sans-serif;">Both baseball managers and catering company managers must:</span></span></div>
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<li><span style="font-family: Trebuchet MS;">Evaluate and hire the best players. The talent pool is wide and deep; it is up to managers to recruit those who will make the best team.</span></li>
<li><span style="font-family: Trebuchet MS;">Manage an eclectic group with varying competencies and experience. A locker room, like a sales office, kitchen, or staffing office, holds a lot of different personalities and skill sets. Good managers know how to set a tone that fosters teamwork and encourages big wins.</span></li>
<li><span style="font-family: Trebuchet MS;">Drill players continuously on the sport's fundamentals. Just because we've reached the big leagues, it doesn't mean we can skip batting practice. Catering managers must make sure salespeople are strengthening their negotiating techniques, cooks are fine-tuning their knife skills, and servers are refining their hospitality skills.</span></li>
<li><span style="font-family: Trebuchet MS;">Eliminate those who don't produce or who cannot blend with the program. Sometimes, regardless of how well-liked or seemingly talented a player is, they just don't blend with the team. It falls to manager and coaches to cut these people so they can take their talents somewhere they can be successful.</span></li>
<li><span style="font-family: Trebuchet MS;">Be ruthless when examining systems. Be willing to throw out the old and bring in the new. "That's the way we've always done it" is one of the worst things a manager or coach can say. Instead, do what needs to be done to win, even if it's new or unfamiliar.</span></li>
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<span style="font-family: Sylfaen;"><span style="font-family: "Trebuchet MS", sans-serif;">Two months into the baseball season, managers and coaches should re-evaluate what is working on their teams and what needs tweaking.<span style="mso-spacerun: yes;"> </span>Thankfully for caterers, our season goes long past October and it’s never too late for our department managers to emulate the successful techniques of World Series-winning coaches.</span></span></div>
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<span style="font-family: Sylfaen;"><span style="font-family: "Trebuchet MS", sans-serif;">Next at bat: <a href="http://jhwhospitality.blogspot.com/2012/08/swinging-for-fences-part-iii.html" target="_blank">The Players </a>followed by <a href="http://jhwhospitality.blogspot.com/2012/10/swinging-for-fences-part-iv.html">The Fans</a>.</span></span></div>
Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com4tag:blogger.com,1999:blog-2294750932341365553.post-56374775644983192922012-05-31T14:00:00.000-05:002012-05-31T14:00:53.024-05:00How to Use Social Media Correctly<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen;"><span style="font-family: "Trebuchet MS", sans-serif;">“Social media is essential when building brand awareness!”<span style="mso-spacerun: yes;"> </span>This message has been emphasized endlessly by marketing experts, business leaders, celebrities, and even President Obama.<span style="mso-spacerun: yes;"> </span>Although a relative latecomer to this phenomenon, I now have been convinced of its value. But only to a degree. <span style="mso-spacerun: yes;"> </span></span></span></div>
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<span style="font-family: Sylfaen;"><span style="font-family: "Trebuchet MS", sans-serif;">In the late 1990’s and early 2000’s, I helped launch several companies and then opened my own, <a href="http://finessecuisine.com/" target="_blank">Finesse Cuisine</a>. <span style="mso-spacerun: yes;"> </span>In those days, outreach and brand-building still happened primarily through old-fashioned, face-to-face networking, prospect meetings, and endless phone calls. When the power of social media became evident, I was concerned because my sales staff and many of my consulting clients came to rely on their laptops and smartphones as their sole means of communication. I instructed that <i style="mso-bidi-font-style: normal;"><strong>live interaction between people should never be replaced by technology</strong></i> and I still believe this whole heartedly. A client or colleague never develops a trusting relationship only through tweets or status updates. <span style="mso-spacerun: yes;"> </span>These connections are a good start, but they must be supported by the building of a real world bond.<span style="mso-spacerun: yes;"> </span>Over time, I have learned to embrace social media with many fewer reservations but only when complemented by those tried-and-true methods of live and personal communication. </span></span></div>
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<span style="font-family: Sylfaen;"><span style="font-family: "Trebuchet MS", sans-serif;">If you have thoughts on how we use social media to enhance sales relationships, please share in the Comments.<span style="mso-spacerun: yes;"> </span>Or, even better, call us! </span></span></div>Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com2tag:blogger.com,1999:blog-2294750932341365553.post-15193446304682989302012-05-25T15:07:00.000-05:002012-05-25T15:07:55.866-05:00Requirements for a Successful Event (Plus...Llamas!)<div class="separator" style="clear: both; text-align: center;">
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<span style="font-family: Sylfaen;"><span style="font-family: "Trebuchet MS",sans-serif;">How far would you travel for good barbecue? </span></span></div>
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<span style="font-family: Sylfaen;"><span style="font-family: "Trebuchet MS",sans-serif;">I never thought I’d hop a plane for grilled meat, but Bovinova 2012 changed my mind. Held annually in <place w:st="on"><city w:st="on">Greenville</city>, <state w:st="on">South Carolina</state></place>, this unique event raises funds for the Wounded Warrior Project and celebrates the thrill-of-the-grill in grand style. This year’s menu included lamb, goat, chicken, turkey, whole pigs, 1 whole cow (approx. 1,200 lbs), and 1 whole llama. There was also great paella and numerous side dishes for those actually seeking a balanced menu. Add the generous contributions of home-brewers passing pitchers of their latest creation and you have a food festival well worth the airfare.</span></span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhoD7irzxm8QmPMSy1ikOLTo4bl9M1iopFOYxZOEPyAtmBKOolQ39yBLB-pbY5SmQZdpyeY4_uiJZRwbxvfGOehwZCQLp_-ybBzYdrs6JaKwgwih0yQRun82gBIks7YjObtdfLEkjaaGBw/s1600/Carving.jpeg" imageanchor="1" style="clear: left; float: left; margin-bottom: 1em; margin-right: 1em;"><img border="0" height="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhoD7irzxm8QmPMSy1ikOLTo4bl9M1iopFOYxZOEPyAtmBKOolQ39yBLB-pbY5SmQZdpyeY4_uiJZRwbxvfGOehwZCQLp_-ybBzYdrs6JaKwgwih0yQRun82gBIks7YjObtdfLEkjaaGBw/s320/Carving.jpeg" width="240" /></a></div>
<span style="font-family: Sylfaen;"><span style="font-family: "Trebuchet MS",sans-serif;">This event was miles away from Villeroy & Boch china and tuxedoed waiters, but I observed many parallels to the more traditional catering model of our consulting clients. Event planning, at its most cohesive, isn’t unique to any specific style of entertaining. Although Bovinova took place in the great outdoors and was as casual an event as you can imagine, the same principles for exceptional event orchestration were in play. I witnessed creative menu design, careful quantity control, and safe food handling. There was the coordination of essential equipment, tents, lighting, and the installation of specially designed racks and rotisseries for those whole roasts. A team of proactive and well-instructed staff managed the location, music, and other entertainment. A strong outreach effort had attracted sponsorship and TV crews from The Cooking Channel, and a concentrated social media campaign ensured healthy ticket sales to an eclectic and fun-seeking group of patrons. All of these elements added up to a fun event benefiting an important cause.</span></span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjtjt0yz2H2tTOd8oAlghyphenhyphenLGYI-puHn6VOkHTrttXK4tpbxanToBdwdWWmWvI0_ipGOydxGttBNej_4Nu6lmoi5dCKKjPdF29r1VcVfkNolHFgo8wAPbeUH63df1EqkLQkV6xjRLTUN4j4/s1600/Paella.jpeg" imageanchor="1" style="clear: right; float: right; margin-bottom: 1em; margin-left: 1em;"><img border="0" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjtjt0yz2H2tTOd8oAlghyphenhyphenLGYI-puHn6VOkHTrttXK4tpbxanToBdwdWWmWvI0_ipGOydxGttBNej_4Nu6lmoi5dCKKjPdF29r1VcVfkNolHFgo8wAPbeUH63df1EqkLQkV6xjRLTUN4j4/s1600/Paella.jpeg" /></a></div>
<span style="font-family: Sylfaen;"><span style="font-family: "Trebuchet MS",sans-serif;">Whether you are serving BBQ or truffled foie gras, the success of any event is dependent on attention-to-detail, enthusiastic service, and a menu that exceeds the highest expectations. Kudos to my friend, Jeff Bannister, and the entire Bovinova team for hosting a wildly successful event. Lastly, if you are interested in tasting the llama for yourself, check out <a href="http://www.bovinova.com/" target="_blank">www.bovinova.com</a><span style="color: #1f497d;"> </span>and put the 2013 date onto your calendar. </span></span></div>
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<br /></div>Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com2tag:blogger.com,1999:blog-2294750932341365553.post-86791621434689758932012-05-17T16:18:00.000-05:002012-05-17T16:18:14.740-05:00It's All About the Client<div class="MsoBodyText" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; font-weight: normal; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">Salespeople, by nature, must be aggressively competitive.<span style="mso-spacerun: yes;"> </span>Once we secure a client, we hate sharing them with anyone else.<span style="mso-spacerun: yes;"> </span>Although it goes against our instincts, sometimes the right thing to do is to genuinely help the competition. Last season, I fielded a call from a long-time retail client who was having trouble communicating with caterers in markets outside of <place w:st="on"><city w:st="on">Chicago</city></place>. She was frustrated they weren’t catering for her customers the way Finesse Cuisine does in <place w:st="on"><city w:st="on">Chicago</city></place>.<span style="mso-spacerun: yes;"> </span>She asked if I would help.</span></span></div>
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<span style="font-family: Sylfaen; font-weight: normal; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">This can be very sensitive territory.<span style="mso-spacerun: yes;"> </span>Creative people can be wildly defensive and no one likes to be told they aren’t satisfying their client.<span style="mso-spacerun: yes;"> </span>But it’s important to me that my client is happy – even when she’s not entertaining in my market.<span style="mso-spacerun: yes;"> </span>I agreed to help and she introduced me to the other caterers.<span style="mso-spacerun: yes;"> </span>I found them all to be exceptional catering companies who graciously welcomed our suggestions. They showed great flexibility and willingness to make minor adjustments to their menus, and to review with us the quantities, sizes, and presentation. They were even willing to bring in key staff before the event to be coached on the client’s preferred style of service. Please note that I was working with excellent caterers who hardly needed my input. Their only weakness was the breakdown in communication with the client.<span style="mso-spacerun: yes;"> </span>Once I translated from Client into Caterer, everything fell into place.<span style="mso-spacerun: yes;"> </span></span></span></div>
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<span style="font-family: Sylfaen; font-weight: normal; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">My involvement gave my client peace of mind and the successful events made her a hero in her boss’s eyes. Best of all, she made each of those caterers her official vendor in their market and she now relies on them with confidence.<span style="mso-spacerun: yes;"> </span>Helping the competition felt counter-intuitive to my sales instincts but it was a reminder about the true nature of our business: Ultimately, catering is not about serving delicious food and drinks with grace and charm.<span style="mso-spacerun: yes;"> </span>It’s about tending to our client’s needs.</span></span></div>
</span></span></span></span>Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com0tag:blogger.com,1999:blog-2294750932341365553.post-73218937474439563562012-05-15T17:04:00.000-05:002012-05-15T17:04:09.925-05:00In the Media: The Independent Restaurateur<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh615ddrGtno2K3X3UnwFzMPW93n-9nbtdOAbRab0VbcaxHHn87NA5fH5axcjCNjRkPIMKJax5d-kW3xmtrM2041Uiowy47SephT0obGehPVnmnIufLWhPQFzkEyydobR4_UNYPLKiHHVA/s1600/Independent+Restaurateur.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="81" kba="true" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh615ddrGtno2K3X3UnwFzMPW93n-9nbtdOAbRab0VbcaxHHn87NA5fH5axcjCNjRkPIMKJax5d-kW3xmtrM2041Uiowy47SephT0obGehPVnmnIufLWhPQFzkEyydobR4_UNYPLKiHHVA/s320/Independent+Restaurateur.png" width="320" /></a></div>
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<span style="font-family: "Trebuchet MS", sans-serif;">Many thanks to <a href="http://theindependentrestaurateur.com/hiring-exceptional-employees-audio/" target="_blank">The Independent Restaurateur</a> for sharing my recent interview with FoodserviceRadio.net. These hiring and management tips apply to every segment of the hospitality industry!</span></div>Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com0tag:blogger.com,1999:blog-2294750932341365553.post-85008409338350072092012-05-14T16:10:00.000-05:002012-05-15T17:04:35.287-05:00On the Air<div style="text-align: left;">
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjWfRWT9TZPjVMe_2PtBP5uOnZQo_p9mshIp_yTKruINMMpbgvTuEuKT0EsjRNgUxPLMPQ9F_GyixdXIwwAigBNVQEeuMm2GXzMmirCQMhoKujgCnMVemBZ4ykyu6a_UEjAJDWWMpq_TNY/s1600/Foodservice+Radio.net.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" dba="true" height="90" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjWfRWT9TZPjVMe_2PtBP5uOnZQo_p9mshIp_yTKruINMMpbgvTuEuKT0EsjRNgUxPLMPQ9F_GyixdXIwwAigBNVQEeuMm2GXzMmirCQMhoKujgCnMVemBZ4ykyu6a_UEjAJDWWMpq_TNY/s320/Foodservice+Radio.net.jpg" width="320" /></a></div>
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<span style="font-family: "Trebuchet MS", sans-serif;">I was recently interviewed by Bob Ryals, the host of "Business of Foodservice" on <a href="http://www.foodserviceradio.net/HiringExceptionalEmployees.html" target="_blank">FoodserviceRadio.net</a>, for my thoughts on hiring and managing staff. We talk about the best ways to hire the right people and how to develop a staffing program renowned for "Ninja Service."</span></div>
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<a href="http://www.foodserviceradio.net/HiringExceptionalEmployees.html" target="_blank"><span style="font-family: "Trebuchet MS", sans-serif;">Listen now!</span></a></div>Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com0tag:blogger.com,1999:blog-2294750932341365553.post-19556100859391742442012-04-26T16:08:00.000-05:002012-05-08T16:10:18.732-05:00How to Succeed in Business Like Ozzy Osbourne<div class="MsoBodyText" style="margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; font-size: 11pt; font-weight: normal; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">Lollapalooza recently announced Black Sabbath as a headliner at this summer’s music festival. A news program covering the story cut to concert footage of the band playing “<place w:st="on"><city w:st="on">Iron</city> <state w:st="on">Man.</state></place>” The hard rock and wild electric guitar riffs brought me right back to my early teen years when I tested the patience of my parents and neighbors by turning the speakers of my record player out the windows and blasting Sabbath’s songs. I began to reflect on the longevity of the careers of the band and its founder. Say what you will about the crazed and dazed Ozzy Osbourne but, over 40 years after the inception of Black Sabbath, they are going stronger than ever. In fact they have sold millions of albums and have won just about every music award possible. It stands to reason that such durability is no accident.</span></span></div>
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<span style="font-family: Sylfaen; font-size: 11pt; font-weight: normal; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">It's the kind of durability that we in the catering a hospitality industry crave. Osbourne and mates are shining examples of building around established systems. One of the most important tasks in business is creating internal systems that generate predictable results. Once you have solid systems in place, you can weather any change-over in personnel. Sabbath has had over 20 musicians join, quit, and return over the years. Regardless of this "revolving door" model of employee retention, the band's concept, format, and methods have stayed the same.</span></span></div>
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<span style="font-family: Sylfaen; font-size: 11pt; font-weight: normal;"><span style="font-family: "Trebuchet MS", sans-serif;">If rowdy and outlandish hard rockers can instinctively follow these business principles, why do we struggle to do so in hospitality? Our chefs want to cook “their” food rather than menus requested by the client. Or, a cook wants to riff rather than follow recipes. Sales people hunger for big-name galas at the expense of profitable margins. Or they burden the kitchen with impossible demands like scheduling tastings on the busiest weekends. When pressed for time and under pressure, ops people are tempted to cut a corner or two. Worst of all is when owners are afraid to ruffle employees’ feathers by drawing clear lines. Employers justify their failure to formulate protocol by saying “it is a lot of work” or “there’s never enough time” or “the staff won’t buy into a new process.” These are all excuses that hold companies back from reaching and maintaining excellence over the years.</span></span></div>
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<span style="font-family: Sylfaen; font-size: 11pt; font-weight: normal;"><span style="font-family: "Trebuchet MS", sans-serif;">If we cather and hospitality professionals cannot step back and create reliable systems at every level of our companies. we are not likely to experience the sustained success enjoyed by Black Sabbath. Where will your company be in 40 years?</span></span></div>
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<span style="font-family: Sylfaen; font-size: 11pt; font-weight: normal;"><span style="font-family: Trebuchet MS;">Rock on!</span></span></div>Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com0tag:blogger.com,1999:blog-2294750932341365553.post-45116760901264555502012-04-05T16:35:00.000-05:002012-10-08T15:45:10.713-05:00Swinging for the Fences<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiiKBn8jqyuvkkLEIIGL4foHsSuB2bGvp25QGIfkkXsjbvB5gfMjXoL3cymQ28-ZaEaHNzOpldjImCaNzdWTMsqKIJZuCk4war38RWD0ic2JLNEt9IDZb0LxFVqsKG0WizyCTGF-KFzlH8/s1600/Jon+Wool,+Wrigley.JPG" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" dba="true" height="213" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiiKBn8jqyuvkkLEIIGL4foHsSuB2bGvp25QGIfkkXsjbvB5gfMjXoL3cymQ28-ZaEaHNzOpldjImCaNzdWTMsqKIJZuCk4war38RWD0ic2JLNEt9IDZb0LxFVqsKG0WizyCTGF-KFzlH8/s320/Jon+Wool,+Wrigley.JPG" width="320" /></a></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-family: Arial;"><span style="font-family: "Trebuchet MS", sans-serif;">Even through the aches and pains of middle age, I still dream of being a Major League baseball player. Like every kid who has ever swung a bat, I imagine a play-by-play announcer describing the classic scenario: </span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-family: Arial;"><span style="font-family: "Trebuchet MS", sans-serif;">Every baseball fan relishes the start of spring with its promise of good things to come.<span style="mso-spacerun: yes;"> </span>However, as the legendary Willie Mays once said, “Baseball is a game, yes.<span style="mso-spacerun: yes;"> </span>It is also a business.”<span style="mso-spacerun: yes;"> </span></span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-family: Arial;"><span style="font-family: "Trebuchet MS", sans-serif;">Under all its romance and nostalgia, baseball offers many lessons that apply to the business world.<span style="mso-spacerun: yes;"> </span>Over the coming weeks, I’ll note the similarities between the sport’s leadership principals and those of our industry. To build an organization worthy of the Hall of Fame, successful catering teams share the responsibilities of owners, coaches, and players.<span style="mso-spacerun: yes;"> </span></span></span></blockquote>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-family: Arial;"><span style="font-family: "Trebuchet MS", sans-serif;">First up: Owners</span></span></b></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-family: Arial;"><span style="font-family: "Trebuchet MS", sans-serif;">Baseball team owners and catering company owners both have responsibilities to their </span><span style="font-family: "Trebuchet MS", sans-serif;">internal organizations as well as to their customers. Internally, owners must:</span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-family: Arial;"></span><span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Create a vision and establish a winning culture.</span><span style="mso-spacerun: yes;"> </span><span style="font-family: "Trebuchet MS", sans-serif;">Each team has its own philosophy and culture but they all share the desire to field a winning team.</span></span></span></div>
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<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Be bottom line-driven at all times. Remember Mays' reminder that this is business. If you want to play ball for a hobby, start a sandlot game. Likewise, if you just want to cook for your friends, you can save yourself the hassle of getting a caterer's license.</span></span></span></div>
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<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Develop numerous avenues for revenue. Baseball owners focus on attendance, merchandising, and fantasy camps while catering company owners may focus on guest experiences, branded product lines, and amateur cooking classes.</span></span></span></div>
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<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Forecast 3-5 years into the future. Inevitably, players on any team will move on. Owners must identify and develop stars for the future.</span></span></span></div>
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<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Invest wisely. Owners are responsible for managing finances to grow their assets and protect the organization from unforeseen challenges.</span></span></span></div>
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<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Create succession plans. Who will take the reins when the Owner retires or sells <span style="font-family: "Trebuchet MS", sans-serif;">the organization?</span></span></span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-family: Arial;"><span style="font-family: "Trebuchet MS", sans-serif;">In addition to the internal dynamics of running the organization, baseball team owners and catering company owners also play a role in presenting their group to the public.</span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-family: Arial;"><span style="font-family: "Trebuchet MS", sans-serif;">Grow the fan base. Owners need to understand their market and constantly promote their organizations. </span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-family: Arial;"><span style="font-family: Trebuchet MS;">Manage the media. Public perception is wildly important. Owners are key when it comes to managing the organization's image in a way that builds good-will and momentum.</span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-family: Arial;"><span style="font-family: Trebuchet MS;">Attract sponsors. Identify related organizations within the industry and develop partnerships that will prove mutually beneficial.</span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Most caterers don’t have a bankroll like the Yankees and few owners are as influential as the late George Steinbrenner, but catering company owners can learn a lot from the front office of baseball teams.<span style="mso-spacerun: yes;"> </span>At some point this spring, I’ll visit the batting cages and I’ll swing helplessly at the blinding fastballs that dart from the pitching machine. I may even connect enough times to keep my Major League dreams alive. Then I’ll limp back to the catering sales office and remember I can still hit a home run by applying baseball’s lessons to my own romantic trade. </span></span><br />
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<span style="font-family: "Trebuchet MS", sans-serif;">Next up: </span><a href="http://jhwhospitality.blogspot.com/2012/06/swinging-for-fences-part-ii.html" target="_blank"><span style="font-family: "Trebuchet MS", sans-serif;">Managers and Coaches</span></a><span style="font-family: "Trebuchet MS", sans-serif;"> followed by <a href="http://jhwhospitality.blogspot.com/2012/06/swinging-for-fences-part-ii.html">The Players</a>. Then <a href="http://jhwhospitality.blogspot.com/2012/10/swinging-for-fences-part-iv.html">The Fans</a> will complete the batting order. </span></div>
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Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com0tag:blogger.com,1999:blog-2294750932341365553.post-58105483268154417332012-03-26T16:00:00.000-05:002012-05-08T16:02:52.404-05:00The Jeopardy! Conquest <div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; text-align: justify;">
<i style="mso-bidi-font-style: normal;"><span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Answer: For $800 – This young caterer served up something pretty incredible on television’s most successful game show of all time.</span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Question: Who is Melanie Spratford on Jeopardy!?</span></span></i></div>
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<tr><td style="text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgipAmrnX35LbxfIb5YkDZ77AciuNxn74obgka3J_a-xjJ3adLeIe27LIRlaDERf2mZf6uGp4HJmXvJPZQaTlUghDsTT7F_-6P6bJnCkDPcuRJndrDQ0aRogavVtGlr4lAyQKtx55mKkfM/s1600/Melanie_Spratford_6337.jpg" imageanchor="1" style="clear: right; cssfloat: right; margin-bottom: 1em; margin-left: auto; margin-right: auto;"><img border="0" dba="true" height="179" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgipAmrnX35LbxfIb5YkDZ77AciuNxn74obgka3J_a-xjJ3adLeIe27LIRlaDERf2mZf6uGp4HJmXvJPZQaTlUghDsTT7F_-6P6bJnCkDPcuRJndrDQ0aRogavVtGlr4lAyQKtx55mKkfM/s320/Melanie_Spratford_6337.jpg" width="320" /></a></td></tr>
<tr><td class="tr-caption" style="text-align: center;">Melanie Spratford and co-star, Alex Trebek</td></tr>
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<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Last week, my friend and colleague, Melanie Spratford, won on <i style="mso-bidi-font-style: normal;">Jeopardy!</i> She exchanged quips with legendary host, Alex Trebek, and rattled off correct responses in categories such as: Bestsellers, Historical Facts and Figures, and Musical Terms. As her winnings increased, Melanie’s strategy became evident. She later explained it is important to be very well prepared, to understand the show’s format and rhythm, and to learn the basics about the subjects the producers consider most important. While it isn’t necessary to know the capital of the <country-region w:st="on">Solomon Islands</country-region>*, it <i style="mso-bidi-font-style: normal;">is</i> important to know all of the <country-region w:st="on"><place w:st="on">US</place></country-region> state capitals. </span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">I get dizzy merely recalling the subjects she says are most important, let alone their related facts and figures. However, as <i style="mso-bidi-font-style: normal;">Jeopardy!</i> progressed, I began to correlate Melanie’s strategy as a contestant to that of an effective catering salesperson. If, as catering sales experts, we follow Melanie’s cue, we’ll always be prepared when opportunity presents, be well versed in all major areas of our industry, and be able to guide clients through a series of subjects with pointed questions and answers. This approach, coupled with a bit of humor and high energy, will position us to become stars in our own right. While we don’t need to use phrases such as “chèvre fermier de vosges,” we should be ready to talk about goat cheese and even recommend a suitable wine pairing. The key is to apply our event expertise toward anticipating our clients’ main concerns which will help us win their confidence and business. </span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">*The Solomon Islands are in the Pacific and their capital is Honiara. Of course, Melanie knew that all the way. If we follow her lead, stay prepared, and anticipate client's questions, we too can be returning champions!</span></span></div>
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</div>Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com0tag:blogger.com,1999:blog-2294750932341365553.post-67476880242018934352012-03-15T16:59:00.000-05:002012-05-08T17:13:35.335-05:00The Catering Way<div style="text-align: justify;">
<span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: bold; mso-bidi-language: AR-SA; mso-fareast-font-family: Times; mso-fareast-language: EN-US;"><span style="font-family: "Trebuchet MS", sans-serif;">As a member of The Catersource Consulting Unit, I was part of a team that offered free half-hour client consultations during last month’s 2012 Conference and Trade Show. A dozen owners or managers of both large and small companies sat before me and, one after another, asked my advice about a run of familiar subjects: kitchen management, operations, and sales people shying away from selling. One concern in particular seemed consistent among nearly all of these companies. As one caterer explained, their employees had commandeered the ship and were steering off course. I was reminded of the great line from the Herman Wouk classic, <em>The Caine Mutiny Court Martial</em>:</span><span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: bold; mso-bidi-language: AR-SA; mso-fareast-font-family: Times; mso-fareast-language: EN-US;"><em></em></span></span></span></div>
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<span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: bold; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><em><span style="font-family: "Trebuchet MS", sans-serif;">"...There are four ways of doing things on board my ship: The right way, the wrong way, the Navy way, and my way. Do it my way and we'll all get along..." </span><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: bold; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"></span></em><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="mso-spacerun: yes;"><span style="font-family: "Trebuchet MS", sans-serif;"> -Cap</span></span></span></span></span><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-font-weight: bold; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="mso-spacerun: yes;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: "Trebuchet MS", sans-serif;">tain Phillip Francis Queeg</span></span></span></span></span></blockquote>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: "Trebuchet MS", sans-serif;">Queeg has the right idea and years of hard fought experience to back him up. Trouble begins, though, when he compromises the safety of his own ship and loses the respect of his men. (Note that the first sign of Queeg’s demise comes when learning of a quart of missing strawberries. At least he's on top of his food inventory!). Eventually, those under Queeg's command wrestle away crontol of the ship and subsequently stand trial for insubordination.</span><span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"> </span></span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: "Trebuchet MS", sans-serif;">Switch this scenario to hospitality and substitute the word ‘Catering’ for ‘Navy’ and we suddenly empathize with Queeg, even if, as caterers, we are immune to any such neurosis or dysfunction. What advice then, did I give to those sitting before me in the Catersource consulting rooms?</span></span></span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: "Trebuchet MS", sans-serif;">Of course, we’ve all experienced discord at some point and largely because of the highly passionate, creative and often competitive personalities that our industry attracts. Our staff may be well meaning, and some may be selfish but most simply have different measures or methods for success.</span></span></span></span></span></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: "Trebuchet MS", sans-serif;">My advice: first, the business owner must reevaluate and restate the company mission and its pillars of success. </span><span style="font-family: Sylfaen; font-size: 12pt;"><span style="font-family: "Trebuchet MS", sans-serif;">He or she may consider involving key personnel in this process to promote unity and a shared vernacular. Next, adapt the approach </span></span><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: "Trebuchet MS", sans-serif;">celebrated by Michael Gerber’s <i style="mso-bidi-font-style: normal;">The E-Myth</i>; create clear job descriptions with measurable goals. Also design replicable systems that may be served by the individual rather than systems that serve the individual. Finally, host bi-weekly or monthly manager meetings to evaluate ways that systems, performance, and creativity are serving the mission and pillars. With leader at the helm and crew onboard to help steer, the ship should find its course. Or, as the great motivational coach, Napoleon Hill, once said: </span></span></span><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="color: black; font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "ヒラギノ角ゴ Pro W3"; mso-fareast-language: EN-US;"><em><span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-family: "Courier New";"><span style="font-family: "Trebuchet MS", sans-serif;"><em><span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-family: "Courier New";"><span style="font-family: "Trebuchet MS", sans-serif;"></span></span></em></span></span></em></span></span></span></span><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"></span></span></span></span><span style="font-family: "Trebuchet MS", sans-serif;"> </span></div>
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<span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: "Trebuchet MS", sans-serif;">"</span></span></span><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="color: black; font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "ヒラギノ角ゴ Pro W3"; mso-fareast-language: EN-US;"><em><span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-family: "Courier New";"><span style="font-family: "Trebuchet MS", sans-serif;"><em><span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-family: "Courier New";"><span style="font-family: "Trebuchet MS", sans-serif;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US;"><span style="color: black; font-family: Sylfaen; font-size: 12pt; mso-ansi-language: EN-US; mso-bidi-font-family: "Times New Roman"; mso-bidi-language: AR-SA; mso-fareast-font-family: "ヒラギノ角ゴ Pro W3"; mso-fareast-language: EN-US;"><em><span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-family: "Courier New";"><span style="font-family: "Trebuchet MS", sans-serif;"><em><span style="font-family: Sylfaen; font-size: 12pt; mso-bidi-font-family: "Courier New";"><span style="font-family: "Trebuchet MS", sans-serif;">It is the set of sails, not the direction of the winds that determines which way we will go...."</span></span></em><span style="font-size: 12pt;"></span></span></span></em></span></span></span></span></span></span></em></span></span></em></span></span></span></span></blockquote>
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</span>Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com0tag:blogger.com,1999:blog-2294750932341365553.post-42584065634953483362012-01-10T15:30:00.000-06:002012-05-08T17:15:54.426-05:00Culinary Mercenaries<div class="MsoNormal" style="background: white; margin: 0in 0in 0pt; text-align: justify;">
<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">I came across an article titled </span><a href="http://www.chicagobusiness.com/article/20111217/ISSUE03/312179987/culinary-mercenaries-boredom-insecurity-drive-itinerant-chefs"><span style="font-family: "Trebuchet MS", sans-serif;">“Culinary Mercenaries”</span></a><span style="font-family: "Trebuchet MS", sans-serif;"> that describes chefs as temperamental, egotistical, rootless, and unreliable. Many of you will vehemently argue against the article but some of you may recognize the traits of your chefs in these descriptions (or, worse, maybe you recognize yourself?!).<span style="mso-spacerun: yes;"> </span>To be fair, for every chef depicted in the article, there is at least one non-culinary boss who may be described as having similar poor management skills. It is no secret that the tensions between employer and employee can sometimes resemble a battlefield more than a workplace, and it’s easy to imagine chefs as soldiers-for-hire, willing to pack up their knives at the slightest provocation.</span></span></div>
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<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">During a recent consulting assignment, the troubled owner of a popular catering company complained that his company had burned through yet another chef. I reflected on my own HR successes and failures. I also thought about the noted companies that manage to retain employees for upwards of 25 years. Why are these companies successful and others not? </span></span></div>
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<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">I shared with my client that the success of these companies seems to begin with the leadership style and behavior of the person in charge. In these models, the leaders set an example of stellar and consistent behavior. They work to create a strong culture and a safe, stimulating work environment. They compensate employees fairly and encourage a mutual trust. They also refused to tolerate employees who fail to follow their leadership cues. </span></span></div>
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<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt; mso-bidi-font-weight: bold;"><span style="font-family: "Trebuchet MS", sans-serif;">My client took time to consider this and ways that he might adjust his mindset and actions, In tandem, we created a program with which to evaluate the competencies, qualities, and skills of each current employee and new hire. Will these efforts pay off? Time will tell but he and I are both optimistic.</span></span></div>
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<span style="font-family: Sylfaen; mso-bidi-font-size: 12.0pt;"><span style="font-family: "Trebuchet MS", sans-serif;">Ultimately, we cannot dictate how employees behave.<span style="mso-spacerun: yes;"> </span>We can hire smartly, set a fine example, hold employees accountable, and terminate the bad ones.<span style="mso-spacerun: yes;"> </span>There will always be workers who hop from gig to gig like soldiers-for-hire but, as owners and managers, it is our job to run our companies as businesses and avoid being dragged down into the trenches.<i style="mso-bidi-font-style: normal;"></i></span></span></div>
<span style="font-family: "Trebuchet MS", sans-serif;"></span>Jon Woolhttp://www.blogger.com/profile/11374682131680646625noreply@blogger.com0