Dolphins and whales listen for signals.  We all know cats n' dogs surely do.  Horses and even a good many asses at times seem able to silently read our body language.  Gorillas and plenty of monkeys study us from behind the bars of their cages with a somewhat unnerving stare.  It's as if they sense our being or our nothingness.  If animals can listen with their eyes, why then can't some humans?  Especially those who serve food.

Three dots, three dashes, and three dots is the Morse Code signal for S.O.S. a plea for 'Save Our Souls'.  In food and beverage it's 'Save Our Sales'.  Repeat sales are the soul to retaining our jobs.  Ninety-nine percent of the time we miss important signals, alerts, wants and needs our customers' body language conveys as we approach table-side.  Ok, by now you get the gist...

So who is Uta, and why should you know about her? Uta Hagen was a German-born American actress and drama teacher who said, "We also 'listen' with our eyes.  Our eyes, as well as our ears, evaluate and interpret.  We interpret content and intention from an expression or movement which the action has given to the words.  "You're full of baloney!" sent aggressively with a smirk might infuriate me.  The same words sent with a grin and a pat on the back might send me into gales of laughter, depending on who has done what to me."

Those who serve food depend heavily upon repeat customers.  Guests listen with their eyes when they look upon you.  They have no other choice but to trust you with their food.  Something quite personal which touches bone.  What they really want to learn about you is "Do you really care?"

Besides seeking your climactic brilliance, they  hope you have uncommonly good intentions and their best interests at heart - even if they are undeserving of them.  Did you first greet them with your eyes fixed upon them or were you looking down at your order pad?  As if saying, "Come on, come on give me your order and let's be done with it?"

Assuming, that your clean apron, nicely starched shirt, or even your posture and stance is enough to bluff your way through a sterling serving process with no eye contact... it is - well kinda stupid.  Guests can spot a superficial server in a New York minute.  'Tis your eyes my dear sweet little Macushla that transmit and lock-in the assurance.  That is what a guest truly desires.

If you're questioning why you don't have repeat customers it is most likely because your eyes are not listening.  You're not reading the guests body language.  Why guests don't ask for you by name. It's those "screw you" sound bites resonating from YOUR eyes.  It's because you don't really care - they get it.

If a guest follows you with their eyes - they are talking to you.  They have further need of your assurance or assistance.  Be that; They are in a rush or extremely hungry.  Did you listen carefully, as to how they wish their  meal prepared?  Did you get - that they have a food allergy?  Their children are antsy - how about some extra bread and butter?  Drinks may require replenishment.  A piece of cutlery dropped on the floor and needs replacing.  They forgot some further details.

Are they upset about something that has nothing to do with their meal?  Do you sense it?  Can you decipher their wordless needs?  Can you break the code?  By spending a few extra moments with them you help fulfill a human need - caring.

If a guest is dining alone, make them feel wanted, as if you were expecting them.  As if it is "they" who are brightening your day.  Do it - but mean it sincerely.  It will make you both feel like a million greenback dollars!

Guests need to know you care, no matter how busy you are.  No matter how long they stay.  No matter how small an order they place with you.  Make them feel comfortable - like a guest should be made to feel.  It's your duty, an expression of respect which trickles right back to you.  It's a gift meant to be enjoyed by the both of you.  Do it because you want to.  Do it because you care and it feels good!

  (c) 2010 ptsaldari.posterous.com : PTsaldari Group Inc. | The Art of Serving Well | Serve Me Well Inc. All rights reserved. This article originally appeared on ptsaldari.posterous.com blog authored by PTsaldari.  This article may be shared and reprinted as long as this entire copyright message accompanies it. Email: ptsaldari@gmail.com

“I just gave the whole kitchen a good piece of my mind, she says.  Did you hear me screaming?  I let their lazy arses have it with both barrels, I’m fed up with this sh*t.  Either they do it my way or I want them out of here.”  She turns to him with,  “Honey, you’d better get back to the kitchen, cuz two of them are still crying.”   Ignoring Mrs. Bully, hubby attempts to focus his slithered eyes on me.  “Penelope, you’ve been here for a couple of hours, have you seen enough?  Don’t you think you should step into the kitchen and see our set up?

Now it’s Mrs. Bully’s turn to ignore hubby.  She commences, “Hey look, I set them straight from day one.  I tell ’em straight up, I have a potty mouth, I shout and throw stuff around and I don’t take no sh*t.  My husband and I are a team.  We play the good cop bad cop dyad.” (pointing to her Leaning Tower of Pisa, mate).   “Honey, I’ve lost count, how many times did I have to say, ‘I’m sorry’ tonight to customers?  We can’t take much more of this crap.  I’m at the end of my rope - I’m ready to shut this nightmare down, but I can’t.  I need the cash flow.  Well?  Well, Penelope what should we do?  Fire my worthless crew huh, and start over?  You’ve come highly recommended.  I trust your opinion.”   I shoot Mrs. Bully a vexed, yet foxy smile.  Ooouuu the viper tries to schmooze, Penelope.

My caballero gets jittery, silently sliding back into his chair, sensing the storm about to be unleashed.  She jabs me like a punchy boxer poking me with a command, disguised as a question, “Well Penelope, What’s it gonna be?  Come on Ms. restaurant expert, give me your best shot?”  I write 3 words on my note pad, circle it with my red pen, punctuate it, with a bullet sounding exclamation point, then push it under her uppity snout.  I watch as Mrs. Bully reads... SHUT IT DOWN!  Her eyes grow wide and white “You’re kidding right, no sh*t?”

“Nope!  I’m not kidding, one bit.  Both of you are responsible for killing this rather quaint little cash cow.  Do yourself, your customers and especially your dog-eared, over-worked, under-paid, stretched well beyond their limit - crew, a favor and put everyone out of their misery.  Shut this babe down.  Pretend its a horse with a broken leg, and be merciful.”  She discharges an emancipated exhale, refraining with a whining resistant, “buuuuuuuut whyyyyyyyyy?”

“I’ve watched as both of you walk around apologizing for the lousy food and horrific service. Why isn’t one of you back in the kitchen with your crew?  Why are you beating up on your crew, when neither of you are doing your job, that being - too manage?  You get pissed off, because they aren’t working fast enough.  You think that because you openly declare yourself a bully - this declaration, this fear factor, this sorry arsed alibi for power, excuses your brow-beating behavior?  Well it doesn’t!  It’s counter productive and stresses everyone out, including your guests. Besides its cruel and very wrong.

You’re short at least three waitstaff and one busser.  It wouldn’t be so bad, if both of you strapped on a damn apron and jumped in to help.  Instead you lollygag around apologizing and condensing your irritation by blaming and inflaming the crew - openly bad-mouthing them to your customers no less.  I’d bet even money your business is in the red.  This is unacceptable since you have plenty of walk-in traffic - but lack the ability to manage.  This isn’t a functioning business, it’s a Rocky Horror Picture Show. What a freakin’ pity!”

She shuts up tight.  I now have her full attention - she has been effectively stung with my truth serum. I watch with great pleasure as my words mystify her gargantuan ego.  Suddenly the revelation takes hold as her littleness begins to seep through.  I have effectively undressed this stone.

I continue... “Mrs. Bully, you play the bodacious alpha male, the bully, the dead-beat tired heavy lifter in this business scenario. Hubby is along for the ride - he’s a functioning alcoholic.  You’re anything but a team.  You are your own worst enemy and the worst of it is, you aren’t going to take any of my advice, because bullies NEVER DO!  Bullies blame everyone but themselves.  Take the f*cking whip and use it on yourself.  You need it big time.”

My caballero and I depart, walking down a ways.  He turns and nudges me to about face.  I watch as both of them strap on aprons and start bussing tables.    Maybe our little chat did some good after all.  I smile and walk away shaking my head, not feeling a bit guilty about my enjoyment in annihilating yet another bully.  Penelope smiles!

Dang! I love my work!

Ps; Should you decide to subscribe to our blog, it will make Pen levitate like a Berbish lepruchan… 3 feet off the ground!  Woohoo!

LE PEN ~ SPECIAL FEATURE ~ For my dear Facebook friend Stephen Mitchell… http://www.facebook.com/flipflopwines

Click here to get a taste of flipflop wines.   For every bottle of flipflop wine purchased, Soles4Souls will distribute a pair of shoes to someone in need.*

LE PEN ~ SPECIAL FUN STUFF FEATURE ~ TASTE FOR TRAVEL                                                                                                

See what that travel tart Sally Slaughter has been up to now... Enjoy this delightfully marvelous entertaining new blog… don’t miss this creative scribing adventure… pull up a chair or even the whole damn couch.  Make a nice piping hot brew of tea or coffee, get yourself a nice fresh donut and dunk away…  enjoy these creative foodie sound-bites of fun and fine reading… Oh! Yes, and please subscribe to Dear Sally’s blog!  I so love this kind of witty writing!  Click: taste for travel   this is not your average travel blog!!!  Ask Sally: Dinner with good taste| Travel Blog | Travel Stories | Travel Photos | Taste For Travel  Inquiries: info@tastefortravel.com.au

(c) 2010 ptsaldari.posterous.com : PTsaldari Group Inc. | The Art of Serving Well | Serve Me Well Inc. All rights reserved. This article originally appeared on ptsaldari.posterous.com blog authored by PTsaldari.  This article may be shared and reprinted as long as this entire copyright message accompanies it. Email: ptsaldari@gmail.com

One would be wise never to utter the venomous words, "It's not my job", when working in a restaurant, unless they want to be executed with a garrote.

I remain reticent while Christo, unloads his pain onto me.  He nervously twirls a glass of bourbon between his fingers, served neat, as he banefully groans out his woes.  I can see he is seconds away from belting out a Bach cantata - the urge, the anger within him is so strong, it could easily rip out his vocal cords.

“It’s Memorial Day weekend for cryin’ out loud, the front of the house is jammed, we’re in the thick of it.  We’re in the weeds big time!  “I’m the owner and everything here “is” my job, even washing the dishes, if need be.”  Every time I  give instructions, they shoot back with, “It’s not my job”.   

“The kitchen’s in a sweltering lather.  I’m noticing everything that wasn’t done.  I’m thinking, “Where the hell is my manager? I pay him to work, to do his job.”  Right now, I’m guessing, he’s ducked out back for a bloody smoke break again, with his lazy ass server girlfriend.  I hope it’s just a smoke break and nothing else.  That toothsome bi*ch! The one whose been raiding tables from other servers, he has the audacity to ignore it.  She keeps spilling out subtle hints to my guests.  She thinks if she plays the “poor me” pity card, she’ll get bigger gratuities.  If she did her job right - she’d get better tips.  She spouts off about how she’s fallen on hard times and has 3 kids to feed, all have different fathers.   Penelope, ya think maybe, my crew thinks, I’m blind or stupid?”  I shake my head, knowing full well, now isn’t the time to respond.  He’s too hot with rage. 

“Penelope, I’m still reeling from an episode we had this afternoon with a Navy veteran. It’s my standard policy to comp meals for Veterans on Memorial Day.  The man went so far as to flash his credentials.   When the server went to get the authorization for the comp, my manager refused, saying the Vet looked like a rent-a-cop and it wasn’t his job, to validate I.D.   The server came to me and I sorted it out.  I’ve ignored his hubristic attitude towards guests in military uniform once too often - it’s my fault.  I let him get away with murder because I need him.”  Christo clues me in, letting me know, he already knows the answer to his own question.

Penelope’s take!  Silence is acceptance even in a court of law.  Most of Christo’s problems are with him being an indecisive leader, so he remains silent.  One of the most caustic afflictions to those who lead, is the “I want everyone to like me” syndrome.  It is fatal and will never work.   It is far more productive for one to be respected, NOT feared or even liked.  It’s all about how one chooses to delegate and respond, which should always be respectful but explicitly clear, direct and unchallenged.  “Either spur the horse, or get off the damn saddle.”

No matter what position one plays in a restaurant.  Everything, with the exception of the till, authorizations, and purchasing is everyone’s job.  All staff and crew on board, are expected to muck in and help each other, even when it’s outside their job description domain.  The only exception is, when asked to perform a job which could cause bodily harm.  This is the nature of the beast when working in the food and beverage sector. 

As for daring to mouth the words, “It’s not my job”.  Do it at your own risk, then be prepared to deal with the ramifications!  Call me, so I can watch what happens to you with relish and delight! 

Caio for now,

Pen

ps:  Should you decide to subscribe to our blog, it will make Pen levitate like a Berbish leprauchan... 3 feet off the ground!  Woohoo!

LE PEN ~ SPECIAL FEATURE  Taste for Travel

LE PEN ~ SPECIAL FEATURE   An Epicurean Voyage to Sicily: East Coastal & Baroque Sicily, Oct 9-17, 2011 

Dear Friends ~

I am delighted by your enthused responses regarding the Epicurean Voyage to Sicily, October 2011.

You have all expressed that you 'may be attending’ this event and I very much hope to meet you in person in Catania this October.

If you are committed to making this journey, then owing to the limited number of seats (16 persons only), please enroll immediately with the required Registration form and Deposit/s to reserve your space.

The Registration form is available on my website – Epicurean Registration

Alternately, email me at weavethousandflavors@gmail.com and I can send you the Registration form in pdf. format.

My excitement knows no bounds at the prospect of setting off on this incredible culinary journey with you and I look forward to seeing you soon.

Your queries are always welcome, weavethousandflavors@gmail.com

Thank You for your support and encouragement.

Best,

Devaki Das

http://www.facebook.com/l/f7009U2ZzVszKum7A_8nzyUFAUw/www.weavethousandflavors.com

(c) 2010 ptsaldari.posterous.com : PTsaldari Group Inc. | The Art of Serving Well | Serve Me Well Inc. All rights reserved. This article originally appeared on ptsaldari.posterous.com blog authored by PTsaldari.  This article may be shared and reprinted as long as this entire copyright message accompanies it. Email: ptsaldari@gmail.com

A Special Event

An adventure...

An unforgettable experience...

A bundle full of memories awaiting those who venture...

I'm asking all my foodie friends and followers to pass the word around on this epicurean voyage.  Please be so kind to POST this to your sites!  This has a definate WOW factor.

Devaki says:  Dear Friends!

As most of you are aware, this past year and a half, I have been sharing my culinary adventures with you on my blog – http://www.weavethousandflavors.com/2011/05/trip-details-for-epicurean-voyage...

Here’s the next step – launching a culinary voyage tailored for the most ardent of foodies ' AN EPICUREAN VOYAGE TO SICILY - East Coastal & Baroque Sicily' scheduled for October, 2011.
 
I am attaching a brochure for your review. The trip is only designed for 12-16 people and what is noteworthy is that if we travel in a group size of 14-16 pax it results in a large discount for everyone across the board (discount details on the last page)
 
So please help me get the word out – your help is truly appreciated. I figured you're bound to know a few people who are as mad about food as we are!
 
Thank You!
 
Best,  Devaki

Much appreciated,

Pen & Gaby

True story:  Back when I was (ah hum) a breathtakingly ravishing ingénue  (I’m such a cheeky cow), my father sent me to understudy with a master métier, a dear family friend and close confidant.  Mr. Berger owned and operated a massive conglomerate... we’re talking like really big!  I remember quite vividly entering his lavish office and him gesturing for me to seat my over confident little tush onto a soft leather chair.  He welcomed me with a question, which I surmised was to somehow measure my 18 year old, intelligence... “Tell me what is the most important thing on my desk?”  Biting my lower lip... “Oh! shoot, a freakin’ IQ test!”  With lightening bolt action my eyes locked onto a shiny black enamel Cross fountain pen, lying silently like a sword across his checkbook.    Blurting out in true clueless ingénue fashion.  “Your pen, because it writes the checks and money makes everything work." Giving me a stern disconcerting glance and shaking his head “No”  he said, “It’s the telephone.  Communication is what makes or breaks a business.”  My first assignment thereafter was as the switchboard receptionist... that is where I first made my bones!

True Happening:  My first telephone contact with a trendy high end wine bar.

Hostess:        “Moody Cow, how may I help you?”

Moi:    “Hello, I read your ad, about Wine Wednesday, can you tell me more about it?”

Hostess:        “What ad?”

Moi:    “The full page coloured ad in last months Tampa Magazine.” (sigh)  Now I’m wondering how much the ad must have cost them.  I guess the hostess never got the memo.

Hostess:        “Oh! That ad, ( she pretends to know, then I hear rustling of papers in the background)  I haven’t seen it.”

Moi:    “Pity! It’s quite a nice full page ad and it says that 4 different wine samplings are served along with an appetizer. (So now I’m reading her the ad)  "My question is, what kind of wines are being featured and pleeeeeeease tell me their origins?”

Hostess:        “I don’t know the names if that’s what your asking.”

Moi:    “Well, what kind are they?”

Hostess:        “I don’t know? I have no idea.”

Moi:    “Can you give me any information, are they domestic?”

Hostess:        “No, I can’t tell you because I don’t know.” (deep exhale - long pause like she is really annoyed)  

Moi:    “Can you ask someone who does know?”

Hostess:        “Hum, nobody seems to be around right now.”

Moi:    “I understand you have live music tonight, whose playing and what time does the music start?”

Hostess:        “Look, I don’t know.  If you want, just go to our website and read all about it.  It’s probably on the site.”  I felt like telling her where to go, but I didn’t.  See what a good girl, Pen was for once?  

Moi:    “Probably?  Aren’t you sure?”

Hostess:        “No! I’m not sure.  Look, I have other calls coming in.  Just go to the site and read it.”   Sportingly, I continue to be a pain in her petunias and ignore her exhales and obvious frustration with me.

Moi:    “You feature an appetizer plate with the wine sampling.  What type of appetizers are they?”

Hostess:        (Massive exhale) “Honestly!  I have no idea.”

Moi:    “Is that on the site too?”

Hostess:        “I guess so.”  She hangs up.

Communication does indeed make or break a business.  I leave you to arrive at your own conclusion. 

Meanwhile ask yourself... “Who is answering your phone and what do they communicate to customers about your business?  Why don’t they know, what they should know?  Whose fault is it?”  Now fix it!!!

That is who and how they are killing your restaurant softly. 

We welcome your comments.

Thanking you & always grateful,

Pen & Gaby  

This information can be utilized for DAILY ramp up meetings. They are posted for your unlimited use and convenience.

LE PEN ~ SPECIAL FEATURE   TASTE FOR TRAVEL

EXTRA! EXTRA! READ ALL ABOUT IT!  Enjoy this delightfully marvelous entertaining new blog… don’t miss this creative scribing adventure… pull up a chair or even the whole damn couch.  Make a nice piping hot brew of tea or coffee, get yourself a nice fresh donut and dunk away…  enjoy these creative foodie sound-bites of fun and fine reading… Oh! Yes, and please subscribe to Dear Sally’s blog!  I so love this kind of witty writing!  Click:  taste for travel  this is not your average travel blog!!!  Ask Sally: Dinner with good taste| Travel Blog | Travel Stories | Travel Photos | Taste For Travel

Taste for Travel’s agony aunt Sally Slaughter answers queries on travel etiquette, ethics and modern manners. Inquiries: info@tastefortravel.com.au

Dear Sally, My in-laws are arriving in Bogota from the US shortly, and I have to make a big impression with the welcoming meal, because it’s their first visit. He’s a vegan chef with a temper and she’s a fishi-tarian, whatever that means. What can I cook? I’m confused. Maria.

Click: Find out what Auntie Sally has to say about it by going to:  Tastefortravel.com.au ... http://tastefortravel.com.au/travel-ethics-and-modern-manners/

ps:  Should you decide to subscribe, it will make Pen levitate like a Berbish Leprauchan... 3 feet off the floor!  Woohoo!

(c) 2010 ptsaldari.posterous.com : PTsaldari Group Inc. | The Art of Serving Well | Serve Me Well Inc. All rights reserved. This article originally appeared on ptsaldari.posterous.com blog authored by PTsaldari.  This article may be shared and reprinted as long as this entire copyright message accompanies it. Email: ptsaldari@gmail.com

The 20 year old hostess, with the perky nipples, the extra, extra short and extra extra tightly girthed skirt (I think that’s what it is, when she bends an eighth of an inch, I’ll be able to tell ya for sure.) The one who pretends to be coy by over accentuating the forward leaning position while distributing menus and naturally exposing a set of lushy holstered puppies, screaming like over ripe peaches, is all smiles and giggles as she delights in seating 4 wranglers with tight fitting jeans.

The obese and rather unattractive twin sisters who wear large puffy pink tulle headbands warrant nothing more than a disinterested glance.  As regular patrons, they do get a menu slid across the table at them.  

The same hostess, doesn’t know Mr. and Mrs. Bedrosian by name, even though they’ve been dining there every Sunday and Thursday for the past 2 years. They must still repeat, their request to be seated at the secluded corner table.  Mrs. B doesn’t want to offend other guests.  This way Mr. B can face the wall away from any onlookers. You see Mr. B suffers from throat cancer, he can only chew his food and not swallow.  Meaning he has to tactfully extract his food by camouflaging it with a paper napkin. 

Sunday brunch is every Floridian food servers anathema.  If you ask them why, they look at you, dazed and confused.   The reason is simple.  Seniors usually attend religious services early - taking their medication on an empty stomach.  This makes them cross, impatient and abrupt.   They need their beverage and food pronto... along with a batch of extra napkins. Knowing the reason why they behave this way, can certainly make serving them a hell of a lot easier.   

Connie a middle aged server, likes to wear an American flag pin on her lapel.  She secretly chuckles as she watches Perky Nipples smile-lessly seat a four-top in her section.  Ooouu yeah boy!  "Get it on babe!" she proclaims to Perky Nipples, who shoots Connie a queer look - like "what’s up with the happy dance?"  Doesn’t she know these vagabond looking “hillbillies” don’t tip?  Connie welcomes them with a “howdy folks” as if she’s known them for years. She treats them like “solid gold”.  Adapts her lingo and tenor to accommodate her guests.  Smart, Connie speaks sweetly and respectfully.  The hillbillies end up plunking down a nice 22% gratuity. 

At a high end seafood restaurant, I watch a mother wheel her severely handicapped child on a portable gurney.  Everyone turns and stares.  I get up, walk over and embrace her, whispering into her ear, “You are a champion - a saint.”  She hugs me back, giving me a massive smile.

Dealing with sundry apparatus; mobile scooters, portable respirators and walking aids is hardship enough for these guests to bear.  Staring at someone can “hurt”. Gentle smiles, expressions of tenderness (without pity), or graciously pretending you didn’t notice, works well.

One must remain mindful that individuals with physical anomalies; missing limbs or visual defects; like a cleft lip, burn victims, missing teeth or fingers, a stump are painfully aware of their differences.   Studies confirmed that unattractiveness (uglies) are treated as social rejects, "pariahs".  Unattractive people are indeed treated poorly. Staring and deliberately lowering the standard of service, or simply lacking sensitivity, is not only horrifically rude, it is an abomination.  You don’t denigrate such people, you denigrate yourself by being uncouth.  If you don’t know what “uncouth” means... look it up!

When front line staff behaves in a disrespectful way it makes me want to strap them into an electric chair.  Slam their porky pig feet into a bucket of hot molten lava, then joyfully pull the switch, while bursting into a rendition of “Get your head out of your arse”. 

A heart comes as standard packaging, upon entering this world. Yet not everyone has one! Ignorance is NOT bliss!  Remember, everyone you meet is fighting some kind of battle.  Make every effort to practice the Golden Rule; “Do onto others, as you would wish them to do unto you.”   If you love your work, if you have "heart", then you're a prince/princess of a server. We applaud you.

Serve your guests with grace and humility, by:

• Treating EVERYONE you SERVE like gold!  They are your guests!
• Go the extra mile to be sensitive to those with special needs by providing EXTRA attentiveness; extra napkins, check on them more frequently, and SMILE.
• Listen to their dietary restrictions!  LISTEN - make note of them so that the kitchen knows too!  Any delays in their food can cause issues.
• If they don’t eat their meal, ASK WHY?
• Don’t stare!  Pretend you don’t notice anything different about them.
• Do NOT rush a person who stutters or has a speech defect.
• People with special needs do NOT want pity!!!
• Many elderly patrons are hard of hearing.  Speak clearly and get closer, so they can hear you.
• Remember!  You don’t know what life will dish out to YOU.  The same shoe may end up on your foot.
• You will be a senior someday!  No matter how mean or ornery they are, treat them with the utmost respect.   Their age demands it.
• Members of our military, police officers, firefighters put their lives on the line for US, every single day of THEIR lives!  If your foodery offers special discounts GIVE IT TO THEM  - WITHOUT THEM HAVING TO ASK FOR IT!

We welcome your comments.
Thanking you & always grateful,
Pen & Gaby

This information can be utilized for DAILY ramp up meetings. They are posted for your unlimited use and convenience.

(c) 2010 ptsaldari.posterous.com : PTsaldari Group Inc. | The Art of Serving Well | Serve Me Well Inc. All rights reserved. This article originally appeared on ptsaldari.posterous.com blog authored by PTsaldari.  This article may be shared and reprinted as long as this entire copyright message accompanies it. Email: ptsaldari@gmail.com

En Garde!  Gabriella and I challenge you to a duel, between doing what’s right or doing it wrong AGAIN! 

Isn’t NOT doing your best, kind of like cheating, or worst yet a malicious form of thievery?   It should be a crime.  It is the most prevalent form of depraved indifference, which robs one of their ethical code. 

Ask yourself...

✓     Do you perform well, because it’s the right thing to do, because someone is watching over your shoulder or because you have to? 

✓     Do you secretly cheat the customer and your employer because they don’t see you doing something wrong, when you know it is? 

✓     Do you say or think, “what they don’t know, won’t hurt them?”

✓     Do you set a good example?

✓     Do you consistently lie?

✓     Do you possess an ethical code?

“Either you are an ethical person or you’re not.”

This was the first response to Aine Donovan’s eloquent blog ‘Can Ethics Classes Cure Cheating?’  Are we born with ethics, or do we acquire them, while tip-toeing down and around the land-mines of life?  Rafe Esquith, a dedicated and inspiring, fifth-grade teacher at Los Angeles’ Hobart Boulevard Elementary School, believes it can be taught to those who wish to learn and practice an ethical code of life.  Culling from 30 years of teaching, parenting and management practice, Esquith has masterfully poured his experience and wisdom into a book entitled, ‘Teach Like Your Hair’s on Fire’.

You’ve heard the saying, “explain it to me like I’m 5 years old?”  Well Esquith has made it into an art form.  He guides, teaches and imbibes 10 year olds in mounting the saddle of their very own moral behavior and the value derived from it.  Together with psychologist Lawrence Kohlberg, Esquith mapped out a simple six level formula from which devotees anchor themselves to this life changing philosophy:

Level 1: “I don’t want to get into trouble.” 

Level 2: “I want a reward” 

Level 3: “I want to please someone”

Level 4: “I follow the rules”

Level 5: “I am considerate of other people” 

Level 6: “I have a personal code of behavior and I follow it”

A few of his students don’t always reach level 6 - also known as the “Atticus Finch Moral Compass” but the majority of them do make it to level 5.  Mostly because Esquith staunchly refrains from doling out incentives to students on whatever level.

He uses no punishment, shame or “stick” tactics, associated with (level 1) and enticements (level 2) reward system.  He openly discourages students from doing their work only to please someone else (parents or managers).  Instead he teaches you to do what’s right for your OWN ethical code.  Esquith inspires them to “think”, to question what rules are for and what is benefited by attaining level 5 status.  He nudges them as to why it’s essential to be considerate and when bumping up against a moral dilemma, to ask themselves “What would Atticus do?”  (also refer to our January 14th 2010 posting of “Do not hustle the lobsters” vs “The Atticus Finch code of work ethics” for food servers.)   

He consistently churns out waves of well-behaved, magnanimous, top performers.   If a fifth grader can achieve an ethical code, then why can’t adults?  And especially those within our food industry.

So the next time you shove a glass into an ice well, knowing full well how dangerous it can be (broken glass) ... think again!  When you deliberately wrap dirty cutlery or leave unfinished work for the next shift... think! “What would Atticus do?”  Fight the urge in knowingly doing “it” wrong instead of right! 

Do what’s right.  Do it for yourself FIRST!

Special Feature ~ Matt Clark, 'The Produce Chef'

Containing almost 200 pages, the recipes range from mouth-watering desserts to creative canapés; from stunning entrees to refreshing beverages with everything in between including sauces and marinades and even an inclusion of an innovative BBQ section. You will even find an abundance of information to describe all of those intriguing ingredients that you have always questioned.

This book is a must for anyone that has that little itch to try something new and exciting.  'The Produce Chef ' is the perfect book to bring something different to the dinner table or even to those social occasions with family and friends.

We welcome your comments.

Thanking you & always grateful,

Pen & Gaby

(c) 2010 ptsaldari.posterous.com : PTsaldari Group Inc. | The Art of Serving Well | Serve Me Well Inc. All rights reserved. This article originally appeared on ptsaldari.posterous.com blog authored by PTsaldari.  This article may be shared and reprinted as long as this entire copyright message accompanies it. Email: ptsaldari@gmail.com

How many times do we have to say it?  How many times do we have to reiterate that customer service is what keeps the doors OPEN, and the lack thereof, CLOSES THEM?”  Sure you might be turning a profit or more often than not, hanging on by a thread to break-even.  ONLY if your FOH (front of house) staff is top drawer - will the customer return.  How long before customers hustle their bustle to your competitors door or never return again?  These are the consequences of your ineptitude, of your stubbornness and prodigal behavior.  Of your refusal to NOT see, in a dog-eat-dog economy.

We’ve been down this road so many times before.  About as many times as congress continues to shamelessly vote our sorry derrieres into debt.  It’s in the trillions, in case you’ve lost count. 

The only alternative I have of convincing you otherwise is to perform an exorcism.  “THE POWER OF GREEN PEA SOUP COMPELS YOU!!! THE POWER OF GREEN PEA SOUP COMPELS YOU!!! THE POWER OF GREEN PEA SOUP COMPELS YOU!!!  

Shish!  What am I dealing with here people?  Rabid dogs or what?  A garlic necklace isn’t going to protect you for being an “Idiot-Manager” much longer!  There, I’m bestowing a new hyphenated title that will eventually land you in da’ line!  The unemployment line!  You can only wing dodging the customer service bullet for so long, before you’re gone, along with damaging the business!  This post is dedicated to all those “idiot-managers” who pompously believe they are REALLY exempt! 

The FOH customer service staff CANNOT be an afterthought.  OK! Let’s take it from the top AGAIN!!! Customer service... is what subsidizes your paycheck!  Pays the bloody light bill!  Covers the rent, insurance, and supplies!  It’s the freakin’ Alpha and Omega!  The blood and guts to ANY business.  It is what greases our palms babe... How can YOU, STILL NOT GET IT?

Great managers ask questions, and try to elicit the answers they need from both customers and worker bees.  “You need to move your sorry butt away from a world where you think you know all the answers, to a world where you ask all the questions.”  Your unwillingness to acknowledge poor performers, unsatisfied customers, substandard cleanliness, flawed courtesy standards, is not a matter of IQ, your umpteen years in the industry or what school you attended.  It is a matter of your own stupidity.

Stop watching the snow melt on the periphery... problems appear initially in the front of the house - that’s your periphery, in case ya didn’t know.  To paraphrase Tolstoy, “Every business in denial denies in its own way.” The same holds true for managers who openly practice and pay homage to a soulless form of depraved indifference.   

At the end of each day, managers are responsible for generating superior customer service and maintaining the establishment, in order to keep their job.  A business does not exist to put food on any employee’s plate.  Yours included! 

A customer comes to you with a grievance and immediately makes it clear to you, they are NOT out for a freebee.  They want you to know why they are upset.  They expect you to ask questions and listen to their response.  They expect eye contact.  They want your time. They want your assurance that it doesn’t happen again.  They want you to say, “Here is my personal number, call me before you come in again, so “I” (not “we”) can make it up to you.  We value this feedback and I will personally look into this matter and see that it doesn’t happen again.”

Don’t try and justify anything for any one member of your staff, because you don’t have all the facts.  Don’t make excuses like, “We were really busy, or worst... Oh! That server was sick.” 

A “few” ways in which you shoot customers and staff the bird:

•       You suffer from brain stutters that do not allow you to distinguish between a customer with a legitimate complaint and one that wants a freebee.  Therefore you DON’T listen and treat all customers like monkeys, or stray dogs, by offering them something free, to shut them up.

•       You fake “liking” customers and actually believe they can’t see through your shallowness.

•       You believe “da restaurant” OWES YOU!

•       You always look for what’s wrong and not what’s right as well!

•       You treat your crew like minions and walk away, while they are still talking to you.

•       You see your staff is in the weeds, and you don’t immediately jump to help them.

•       You think ears are a fashion accessory and don’t listen to responses, after asking a question.

•       You blame your Prozac dosage on why you take things personally and hold grudges FOREVER!

•       Forward thinking is “above” you in not forecasting the needs of the restaurant, the customer and crew.  It’s always some other minion’s fault.

•       Your Lithium BLOCKS your ability to follow through on commitments.

•       You disappear often and deliberate for hours between squeezing  “nothing to do” and “waiting for an important phone call”.  And are always unproductively preoccupied with urgent text messages from imaginary friends.

•       You get irritated bowel syndrome and pout when staff asks other managers for help.

•       You’re constantly singing “Why not me” and you begin dishing out vengeance on minions with your pathetic search (staring them down) and destroy missions.

•       Deep down inside you know you are a royal flake because you prefer the company of snakes, and rats, as you fiendishly foster a sense of hopelessness in subordinates.

•       You get frustrated as to why you can’t get a date with the voice on your GPS system.

•       Worst of all, you sleep with staff!  You’re a letch!

We all live in a less than forgiving world.  My advice to you “idiot-Managers”, is either lead, follow or get the hell out of our way!  Our industry does NOT need you!

We welcome your comments.

Thanking you & always grateful,

Pen & Gaby

(c) 2010 ptsaldari.posterous.com : PTsaldari Group Inc. | The Art of Serving Well | Serve Me Well Inc. All rights reserved. This article originally appeared on ptsaldari.posterous.com blog authored by PTsaldari.  This article may be shared and reprinted as long as this entire copyright message accompanies it. Email: ptsaldari@gmail.com