Archive for May, 2010

For anyone thinking of starting a business, it’s the best of times and the worst of times. (Apologies to Charles Dickens!) We’re living in an era of great change, which by definition is ripe for entrepreneurial ventures. And yet—thanks to economic pitfalls, shifting markets, and tougher-than-ever competition—the prospect has never been more daunting.

But there is some good news: whether you’re looking to turn your entrepreneurial dreams into reality or re-evaluate or expand a company that’s been in existence for decades, a smart business plan can make all the difference. (Yes, even established businesses need to revisit their plans every six months!)

That’s the word from Dr. Steven D. Peterson, Peter Jaret, and Barbara Findlay Schenck, coauthors of Business Plans Kit For Dummies, 3rd Edition. They say that writing a business plan is the first step in turning an idea into a thriving business, starting a new division of an existing company, or simply breathing new life into one that may need a push to get through a tough time.

It makes perfect sense. Not only does writing out your idea force you to think more clearly about what you want to do, it gives the people you work with a defined road map as well. An effective plan provides the navigation chart that you’ll use to get where you want to go. Without one, businesses tend to find themselves adrift.

Peterson, Jaret, and Schenck’s book and CD-ROM kit provides small business owners with all the ins and outs of constructing a great business plan. It offers a wealth of expert guidance and friendly tips to help you develop and implement a strategic plan to help your business succeed in any economy—from describing and defining your business to marketing strategies that work to clear explanations of business finances.

If you’re ready to get down to business on well, your business, here’s a good starting point. Read on for five helpful hints excerpted from Business Plans Kit For Dummies, 3rd Edition:

Take your time and get it right. Whether you are starting a new business or re-evaluating an existing one, time is of the essence. (And it’s most likely not something that you have in abundance.) It can be tempting to rush through the tedious planning process in your excitement to get to this new phase of your business life. Don’t. The time you spend on planning at the outset will save you far more time later on once you are up and running. And as you will find, your time will be even more precious once your plan is in action.

Don’t skimp on the research phase. When you commit to writing a new business plan, you must remember that it should be based on more than just your great idea. An effective plan depends on a complete and accurate understanding of your market, your customers, your financial situation, and your business environment. You may even find that your research will teach you things you didn’t know, and it may change the course of your plan altogether. If you take the time to do the research, you’ll set yourself up for long-term success.

Involve the right people in the planning process. If you’re a current business owner trying to re-energize your business, then the ultimate success of your plan depends on the dedication and motivation of your team. Remember that you can’t do it all on your own. Involving your team in the planning process will be a great source of insight for you as you decide what will work and what won’t by getting advice from the very people who are the closest to the processes in your business. Good plans should guide and inspire. If your team is involved with the planning, they will feel more invested in the outcome, and that will help to propel your new business plan toward success.

Temper those blue-sky “someday” fantasies with clear goals and solid timelines. Most business plans (or re-plans!) start with an idea: a dream to do something new and exciting and different. During those initial planning stages, you have big ideas, lofty goals, and the possibilities seem endless. It’s easy to get lost in the “someday” and the “in the future” of it all and forget that in the beginning, you have to make actual progress that garners immediate, sustainable results to get your business off the ground.

In other words, make sure your plan includes measurable outcomes and feet-to-the-fire timelines. In addition to making things easier (and much more likely to get done), it will also keep you motivated during tough times. When you see goals being met and things being crossed off your to-do list, it will help you to keep moving forward, even when you hit the rocky patches.

Write a plan that people will read. (Don’t get carried away with big words!) A business plan works only if people use it, so you need to create a plan that is concise, complete, and readable. Don’t weigh it down with big words, unfamiliar terminology, or lofty goals. Inevitably, the only person that will impress is you! In fact, it will be much more impressive if you can construct a plan that people are interested in (bonus points if they read it cover to cover!) and that motivates them to want to be involved.

Just remember, “Rome wasn’t built in a day.” It may sound cliché, but it is so true. Take your time with your business plan. Have patience and don’t get ahead of yourself. The time and attention spent on a well-executed plan is a solid investment in your future. We promise you, you’ll thank yourself later.

There’s a new movement afoot in the urban centers of this country. It started sometime last year and is still in its infancy, but given enough time, it could become the next MySpace, Facebook, or Twitter of the social media revolution.

It’s called “hyperlocal” social media. One of the pioneers of the movement, Everyblock, provides all kinds of information about every single block in a city, from restaurant reviews to police reports to foreclosure information. A more recent, and for restaurateurs a much more intriguing, option came online earlier this year. Foursquare describes itself as 50% friend finder, 30% city guide, and 20% nightlife game.

It works like this: as you patronize your favorite local haunts, you “check-in” with Foursquare, which allows you to see if friends are nearby and post tips/information about the venue you’re currently in. The more you check-in, the more “badges,” or awards, you get. For instance, you can become the mayor of certain bar or club if you check-in the most times from that location in 60 days.

Tech-savvy restaurants and bars caught wind of the mayor and other Foursquare badges and started advertising to this ready-made customer base, offering free drinks and other comps to the Foursquare mayors of their establishment. Most people had no idea what the heck a mayor was, but those that did quickly spread the word to their friends, and it turned out to be a hot way for restaurants and bars to market themselves effectively to their hippest customers.

In general the hyperlocal movement is beneficial to the food service industry because it provides a real time medium through which restaurants can advertise to their customers. For now, Foursquare and the inevitable copycats that are forthcoming will be largely limited to big urban centers like New York, Chicago, and L.A., but it’s not that farfetched to imagine a hyperlocal medium of one kind or another servicing communities of all sizes.

For those of you who are located in ultra-competitive large urban centers, you can’t afford to ignore this new phenomenon. If you haven’t already, start advertising to your Foursquare customers. Offer some sort of discount to regular customers. Some have gotten creative with the scheme, like putting the word out through the web application that anyone who barks like a dog on Thursdays gets a free drink. Others ask to view their customer’s iPhone to verify they have actually checked-in at their restaurant.

No matter what your scheme, Foursquare can become an important vehicle for driving buzz and traffic to your front door. For the rest of us, located outside the super hip downtown scene of the big city, we can only shake our heads at the pace of technology and wonder when these trends are coming to our neck of the woods.

Gregory Scott McGuire is a regular contributor to The Back Burner Blog, a resource of restaurant marketing written by the employees of Tundra Specialties, a company specializing in restaurant equipment and supplies.

There are many good reasons why restaurants, taverns and bars should be using social media marketing. It is a great way to interact with new customers and keep up with existing ones. It drives traffic to your website. It is much less expensive than traditional advertising mediums like television, radio and print.

Stacey Kane, Director of Marketing for California Tortilla, says: “For smaller restaurant chains like us, social media is an easy and inexpensive way to reach our customers. It is a way to reach people instantaneously. There is no big backup on producing artwork or a radio spot. You have the idea and you can send it out.”

Here is a recipe for social media success:

Build Your Community

Building a good community is like preparing a good meal. You start with the right ingredients. Open a Facebook account – the world’s largest site for social media marketing. Facebook has become a digital calling card for many restaurants. It allows you to network and stay in touch with your current customers and make new ones.

Twitter is the other good social media site for restaurants. It asks the question, “What are you doing?” Write short one-liners announcing new services, specials and menu features. Start conversations. Be an authentic voice of your restaurant. Try to blend humor with your message. Don’t over do it. Go with a natural flow and you will fit right in.

Pay Attention to What People Are Saying

Now that you have a community, listen to what your fans and friends say. What is their favorite food? What was their favorite restaurant experience? Who is their favorite waiter or waitress? When you participate with your fans on social media platforms, you make them feel wanted and you make them feel at home.

Pay Attention to Your Competition

Keep an eye on what your competition is doing. Where are they listed? Who are their fans on Facebook? What kind of promotions do they offer? If your competitor has a website, check inbound links for their business directories and then add yourself to the same directories. Make sure your restaurant is on Google Maps, too. You can do this by signing up at Google’s Local Business Center.

Promotions and Contests

Nothing beats a promotion or contest. Create promotions regularly and then give them an event name. When you tie-in Facebook Events for your promotions, they are automatically promoted on your Facebook Page. Post lunch or dinner specials for your restaurant. Promote monthly wine tastings if you own a wine shop. If you own a bar, create a Facebook event each week for happy hour. California Tortilla has an exciting contest called “Secret Password Day” – a password is released on a specific day and people use the password for free food and items. Discounts are a great way to endear yourself with your social community. When you give them special coupons, you are not only telling them you are a good restaurant, but you are a good person, too.

Building a community around your restaurant by leveraging these social media tools takes time and dedication. If you are able to participate and add value for the members of your community, you will succeed in social media marketing and fill up your tables as well. Bon appetit!

Dan Chambers
Vesta Digital
http://www.vestadigital.com

A good gas range is the center and the soul of a restaurant or commercial kitchen, and every kitchen is different. Choosing the best unit to suit your specific needs can be a challenge, but if you keep a couple things in mind buying the range you need shouldn’t be hard.

BTUs and Gas Type

Commercial ranges vary in the heat output they produce, which is measured in BTUs (British Thermal Units). Depending on the cooking application and energy usage concerns, you may want to purchase a unit with a higher or lower BTU rating.

Higher BTU ranges are going to heat things faster, but at a higher rate of energy consumption. A higher BTU rating also means quicker heat recovery times

Lower BTU rates will heat things more slowly, but more efficiently. Lower BTU ratings mean a slower heat recovery time

Most gas ranges are outfitted for natural gas. Natural gas is the most common gas type and chances are you are hooked up to natural gas. LP gas or liquid propane is the gas you get if your range is connected to a propane tank, usually for rural locations or portable operations.

Griddle and Charbroiler Add-On Options

Griddles are ideal for cooking multiple foods at once. The large, flat metal plate that makes up the griddle distributes heat evenly over the entire surface. Heat can be controlled either manually or thermostatically. A grease trough allows for easy cleaning.

Charbroilers allow you to broil poultry, seafood, and meat quickly and effectively. Most restaurants and commercial kitchens purchase a separate charbroiler unit, but combination range and charbroiler units can be special ordered.

Necessary Accessories

Casters allow you to move your commercial gas range quickly and easily for cleaning or rearranging. Manufacturers charge a ridiculous fee for casters that come with their restaurant cooking equipment. Instead, buy your casters separately and save a bundle.

Gas hose connector kits allow you to connect your new restaurant range to your kitchen’s gas source, whether it’s natural or LP gas. Make sure you check the diameter of your range’s connection before ordering.

Don’t Forget Your Altitude!

If your commercial kitchen or restaurant is above 2,000 feet in elevation, you may need to have the gas valves on your new range adjusted. Make sure you tell the manufacturer or vendor you’re buying from if you are located above 2,000 feet.

Check out more restaurant equipment.

Picture your guest giving you an unexpected gift wrapped in shiny, gold, paper with a big, red ribbon on top. How would you feel?

Now hold on to that feeling. That is exactly how you should feel when a guest complains to you-as if you are getting a gift. Why? Because guests who complain are giving you a second chance to make it right for them instead of taking their business elsewhere.

Approximately4% of disappointed guests will voice their complaint to a company. Therefore, you should be more concerned about the continued patronage from 96% of your guests who will not convey their dissatisfaction to you.

Of the guests who complain, about 95% will continue patronizing a restaurant when the complaint is resolved quickly and in their favor. However, did you know that you can actually receive stronger positive word-of-mouth advertising from successfully recovering complaints from disappointed guests as opposed to the advertising you would receive from pleased guest?

When guests complain, they are communicating some level of dissatisfaction. Many times it may be a simple matter to resolve, such as reheating soup. Other times it may call for cooking several food entrees that were incorrectly ordered or prepared.

No matter how busy you are, always take ownership and make it a priority to quickly and professionally resolve all complaints. Adopting a company attitude to always please your guests and take all complaints seriously will pay off in repeat business. If you ignore your guest concerns, they may ignore your establishment when planning their next meal out

Taking a complaint professionally, not personally, is important. Although angry guests may take their dissatisfaction out on you, they are seldom upset with you as an individual. In most cases, they may just need to vent their feelings and be acknowledged. Be sure to focus on the issue, not the delivery of the complaint. If other guests can hear the complaint, lead the dissatisfied person to a secluded area. A complaint that gets out of hand may disturb the good time of other guests.

Training your staff to professionally handle service issues is imperative. Listed below are seven steps to successfully handling complaints. Some complaints, depending on the degree (like the soup example), can be resolved in fewer than the specified seven steps. Use your best judgment in taking the necessary steps to recover complaints.

Seven steps to successfully handling

1. Listen carefully and thank the guest. Listening will help you properly identify the complaint. Listen with your eyes and your ears by observing verbal and body language. Always show sincerity and concern for the guest’s feelings and thank them. For example,say, “Thank you for making us aware of this.”

2. Ask questions and repeat the complaint. This will ensure that you have understood the concern properly and can act on it immediately, and correctly solve it the first time. For example,say, “Let me verify…you wanted your steak cooked medium rare…is that correct?”

3. Apologize sincerely. This shows respect for the guest’s feelings. Fifty percent of service providers do not offer any apology. Always take full responsibility for the complaint, whether or not you feel it is valid or your fault. For example, you might say, “I’m sorry for the mistake…please accept my apologies”

4. Empathize with the guest. This helps the guest feel confident you are on their side and partnering to work with them. For example, say, “I understand how you feel.”

5. Explain corrective action/alternatives. Place guests at ease by informing them immediately how their complaint will be resolved. For example, you might say, “I’ll talk with the Chef/Cook now and have him/her prepare a new steak.” Meanwhile, you may consider delivering a complimentary appetizer to the guest.

6. Promptly resolve the issue. Generally speaking, the quicker you correct a situation, the easier it will be to resolve. The longer you take to resolve an issue, the greater your run the risk that your guest’s emotions will escalate, making the situation more difficult to resolve.Make every effort to quickly turn negative situations into positive ones.

7. Follow up, thank the guest, and apologize again. Follow up to ensure guests are happy and have everything they need. Thanking them and apologizing again will show appreciation for their feelings. For example, say,”Thank you for bringing this to our attention, and again, please accept our apologies.”

Pam Simos, keynote speaker and founder of Five-Star Training, has more than 20 years of hospitality and restaurant training experience and a B.S. degree in Hotel and Restaurant Management. Since 1987, Five-Star Training has specialized in reducing costs and driving profits through training. Five-Star Training offers a full line of 20 training services for executives, managers, and staff including 15 management training seminars, keynote speaking,12 training manuals on CD, management coaching and mentoring, train-the-trainer programs, new restaurant training for startups, and business consulting. Five-Star Training is based in St. Petersburg, Florida.