Tag Archives: teamwork

On Time And Hot

While today isn’t Foodie Friday, it is a major food day here at the world headquarters.

Thanksgiving at the Trolls

(Photo credit: martha_chapa95)

Cooking in earnest for tomorrow’s Thanksgiving feast begins.  With that in mind, I want to revisit a post I did almost five years ago that talks about how one gets a massive project – dinner for 20+ – completed on time with all dishes hot.  As I said at the time,  Thanksgiving‘s biggest challenge is time.

“Time?” you’re thinking, “that’s the biggest challenge?”  I’m sure you could put together a list of this week’s challenges which would contain items such as where to stash all the coats, how to fit 25 people around a table made for 12, and how to step over Uncle Elmer to get to the bathroom without waking him up.  However, as the conductor of the Thanksgiving orchestra around old Rancho Deluxe here, let me assure you that the primary challenge of the day is delivering all 39 items on the menu to the table at the same time, appropriately hot or cold as required.

The key to the entire day is a timed checklist.  Seriously.  I take an enormous amount of crap from everyone who sees mine each year until they realize that the meal is being served at exactly the time requested by the Mrs. which happens to coincide nicely with halftime of the football game.  This list is created by using back timing – something TV and radio producers do all the time.  Beginning at the desired end time and factoring in the availability of necessary facilities (ovens, stove burners, etc.), you work backwards and piece together the time required for each dish until you have a road map.  Anything I can knock off ahead of time (baking, prepping all the dressings, parboiling vegetables) is done up to 24 hours in advance.  It even gets down to resting time for the turkeys before carving and the time it takes for the oil to heat up in the fryer.  In fact, we started frying the turkeys in part because it frees up an oven late in the process.  This sounds like a silly bit of overkill to get the meal ready, but it prevents you from leaving the soup in the refrigerator or forgetting you were serving carrots and finding a 20lb bag the next morning.  Which is the business point as well.

Any project needs to start at the end and work backwards.  You take into account the resources you need along with the human resources to produce the final product.  You need to be honest about the time each step will take and once you’ve written each element down along with its appropriate time block you need to keep checking the list to be sure you’re on time every step of the way.  My list even has lunch and shower time scheduled so nothing is overlooked.

I’d be happy to share my list with you but it really would only help you with your dinner a bit.  The cooking facilities here are pretty damn good although we spent the money on them instead of indoor toilets (kidding).  As with every project, you have to tie your back-timed list to the list of desired outcomes, the facilities you have available to you, and your own skills, whether in the kitchen or in the office.

Make sense?

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Executing The Staff

Foodie Friday, and although the title of today’s rant sounds as if it involves improving the bottom line by drastically reducing overhead, nothing could be further from the truth.  Since we’re food-related today, the topic is how restaurants that do daily deals manage to do them well.  If you’re like me you’ve probably had the experience of buying a deal from GroupOn, Living Social, or even Amazon and having a so-so experience.  That might be due to the fact that a great number of restaurants that do these deals regret having done so (about half of them, depending on whose research you believe).  So why do they seem so popular?

Image representing LivingSocial as depicted in...

via CrunchBase

The ability of daily deals to generate new customers remains the primary reason for featuring a daily deal for a majority (53%) of restaurateurs that use them.  Bringing in new customers is one thing; getting them to return is another.  In addition, if all the deal does is bring in existing customers who dine at a discount, the promotion has done very little to grow the business.

So what makes some restaurant deals work while others fail?  GroupOn commissioned a study on that and found:

unsuccessful daily deals promoters struggle with many of these same goals – especially the goal of getting customers to return. The key to using daily deals effectively seems to lie in implementing the right steps before, during, and after to better assure success. To be successful with daily deals, companies need to first-and-foremost prepare their staff for the promotion. This one factor, alone, is the strongest differentiator between successful and unsuccessful daily deals users.

In other words, the staff needs to execute, and what that means is instructive for any type of business.  After all, many of the places using these deals are not busy enough. What business ever thinks it is?  But that leads to chronic understaffing.  For these restaurants making sure that they have enough staff to serve the new customers during the deal is critical.   I mean, would you go back to a crowded place where you couldn’t get a server’s attention?

It’s important as well to have a staff meeting to explain the promotion and set objectives for the deal campaign.  Again, better communication with the team means everyone is aware of the goals.  In addition, it’s a chance to remind them that many of the customers will be visiting the restaurant for the first time and to make a great first impression to keep customers coming back.  They also need training on the mechanics of the deal – how to enter codes, how to track spending, etc.  For the deals to work well, the customer needs to spend beyond what they get in the deal – buying wine that’s not included or maybe a dessert.  Training the staff to upsell those thing s can make a big difference in the margin these deals provide.

All of those things remind us that being successful is a team effort and that an informed team that understands what you’re doing, why you’re doing it, and how success can be determined increases the likelihood that they will execute well.  Deal?

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September 11

This is the post I wrote on the tenth anniversary of the attacks of September 11.   While I try not to repeat posts too often, my thoughts of the day haven’t changed very much in the subsequent two years (maybe they’ve intensified on the latter portion of the post).  You might also know I don’t bring political discussions onto the screed either.  I broke that rule too.  Anyway, I’m posting it again with a couple of minor edits.

Today, this isn’t about business. If you want to skip it and come back in a couple of days, I understand.421621_639685039032_1897023870_n

I’m publishing this on 9/11, 10 years after a horrible day changed the world forever. I’ve spent a good part of the day thinking about the subsequent decade and how it was so very different from the 4 others in which I’ve lived that preceded it and I want to use today to share some of those thoughts. I also know we don’t do politics here – I think today we will, although hopefully in a non-partisan way.  So here are a few things I remember most about 9/11/01.

First, how beautiful the weather was that day. My commute brought me into Grand Central Station and as I walked into the sunlight and smelled the air with the smallest traces of Fall in it, I thought about how the weeks after Labor day are the best time to come to NYC. I now think about 9/11 every time it’s a really nice day.

I also thought how nice a day it was going to be for flying. A few work colleagues and I were going to San Francisco that afternoon out of Newark. We were originally going out on a morning flight but realized our meetings were later the next day so we changed flights a week earlier. Spooky.

Finally, the main thing I recall about 9/11 was 9/12.  And 9/13.  And many days thereafter.  It was about how for one of the few times in my life, the entire country came together as one.  No Democrats, no RepublicansAmericans.  I felt it in the emails and calls I received from concerned folks from all around the country and from other countries.  As a New Yorker, you saw it in all the folks who came to help from all over.

That all changed later and was, in retrospect, probably only a Band-Aid on some wounds that began to fester some time in the 90’s.  But MAN, it felt good.

That’s what struck me today – how those wounds have turned gangrenous and how utterly incapable we as a people seem to sit together and discuss how to clean up the economic and social messes around us, much as we cleaned up that other mess 10 years ago.  The memorials today showed me that we still have the ability to unite in a common good under a flag, but only if we stop yelling, start listening, and try to feel what we all felt after the unspeakable horror of that day:  that we have to find a way to clean this up and fix this.  Not as Democrats or Republicans – as Americans.

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