Happy New Year 2016! AND Welcome back to Soupfly!
We’ve been away for a while but now we are back and filled with a renewed excitement, enthusiasm and positive energy for the New Year. I hope that you are as well. We had a fantastic fun time over the Holidays, lots of dining out and drinking out, celebrating with family, friends and business associates. Lots of meeting wonderful restaurant managers and industry professionals.
I am very grateful for all the amazing people that I met in the course of my Big December Goal-so many managers with open hearts and open minds. I say open hearts because many of them, when I mention that we donate a portion of our sales to Three Square LV (our local foodbank) they immediately are interested in purchasing a copy of my book, Getting to WOW! I say open minds, because many of them desire to learn more about how to improve their customer service.
Although we did not hit our goal of selling 200 copies, we did sell 67 copies in December. For every copy we donate $3.00 to Three Square and they stretch every dollar to provide 3 meals for the food insecure people in our community. AND for the month of December they had matching funds, which means that our check that we presented will actually be double. We were blessed to be able to give $312.00 which doubled equals $624.00!! Multiply that times 3 meals/ dollar and that equals 1872 meals!! And my target goal was to sell enough books that we would provide 1800 meals. So, with the matching funds, we actually surpassed our goal!!!
So, I must say thank you to each one of you that bought a copy or two or three or more of my book, Getting to WOW! in the month of December-you are the reason that we were successful in reaching our goal! Thank you and may you be blessed. In addition, I do know that you will be blessed, inspired and motivated as you read Getting to WOW! and begin to apply what you learn. The principles therein will truly help you and your team to elevate your level of Service and Hospitality.
End of the Year Update
So, here we are at the start of a New Year. 2016. I don’t know how 2015 was for you. For me it was amazing. It was a year of many firsts. 2015 saw the start of me becoming a published author, with the release of my first book, Getting to WOW! Everybody WINS with 5 Star Service. I started my company, ASPIRE Enterprises, a Service and Hospitality Training and Consulting company. I had the great privilege and opportunity to begin sharing the message and the principles of WOW! Service and Hospitality. It started small-first through our free seminars. I am reminded of the words of one of my mentors, Brendon Burchard, who says “Never let your small business keep you small minded.”
Next, we began to get hired by locally owned restaurants and corporate establishments. I was given the opportunity to speak at the Bartenders Union for 4 classes twice this year to a total of about 300 bar professionals. That was really a fun experience. And then, after 6 months of meetings and waiting, we had the amazing opportunity to train the front of the house staff at Rivea and Skyfall, the newest restaurant and lounge at the top of Mandalay Bay. The team was filled with excitement and enthusiasm. This group really wanted to learn and they knew that they have an incredible gift to be chosen to work at this amazing new Alain Ducasse restaurant. It was a wonderful experience.
A few weeks later we were invited to the Grand Opening. What a joy to experience the upbeat positive attitude and welcome of the staff who are putting into practice the principles of WOW! When we returned to Rivea in November, to celebrate our anniversary we were again equally impressed with our experience. Rivea and Skyfall have some of the highest customer satisfaction scores of all the MGM properties in Las Vegas. I am humbled and excited to have played a small part in that.
We also did a presentation for about 30 of the F & B Executive/Management Team of Mandalay Bay Hotel and Casino, which was very well received. I was delighted and humbled by that opportunity. We are looking forward to being of service and bringing value to them on a larger scale in 2016.
Goals for 2016
2015 was truly a wonderful year. Now it’s over. Time to start fresh. So, how about you, do you have grand plans, lofty ambitions, great big goals for 2016? For yourself personally? If you have not yet planned your year and set down your goals on paper, I strongly encourage you to do so. An idea in your head is not a goal. Even a strong intention is not a goal. And you can’t achieve goals if you don’t have a plan. So, do yourself a favor and take some time this week, before you get to far along into your regular routine and schedule. Figure out what you desire for this year. Write it down. Make some plans. Take some action. If you plan to finally write that book, go buy yourself a nice notebook and set a time to sit down and begin writing. Just start. Whatever your goal is -take some action toward accomplishing it. And stick to it. That’s for yourself personally. How about for your business?
If you work in the Service and Hospitality industry-what are your goals for 2016? If you are a restaurant owner, manager or F & B Executive-what are your grand plans for this year? Are you just going about ‘business as usual’ and hoping that this year will be better than last?
Rise Above the Competition this Year
How are you going to stand out from the competition this year? What are you going to do to rise above the rest? There are new restaurants opening up all the time. Sadly, though there are new restaurants closing down all the time. This is an insanely competitive industry. May I suggest, that you must have a plan, a strategy, for delivering Service and Hospitality at an elevated level than what you have been.
One of the main reasons that many, even most businesses, DO NOT deliver 5 Star or WOW! Service is because they have no plan or strategy. Are you merely hoping that your staff provides 5 Star Service? It’s not going to happen by accident. Or maybe it will. But it won’t be consistent. Is that what you want for your business?
Management Makes the Difference
My wife, Michelle and I did a lot of dining out over the past month and a half and I’ll tell you we saw the full gamut of types of service. We experienced the good and the bad and a lot of the mediocre. Not good, not bad. Just ok. We had experiences at establishments where the managers were helping man the host stand, bussing tables, greeting guests, touching tables. So, refreshing to see and experience. Then, we went to many places where no manager was to be found. On a very busy night during the holiday season. No visible manager presence. This is all too common. My friends, it all starts at the top. If the manager doesn’t care and is too busy doing paperwork, sitting in the office, then how would they expect their staff to care?
We’ve been to some places recently where there was a change in management and it made a visible difference in the service, the quality of food, the attitude of the staff and the overall experience.
Let’s make 2016 the year that you plan for your business success by planning for your Service and Hospitality. Want business to grow? Elevate the level of Service and Hospitality and they will come. You want increased revenue? Happy customers who feel welcome from the moment they walk in the door until the moment thy leave will often stay longer and spend more. And next time they come back they will bring people with them. They will market for you.
Do you want happy, engaged, loyal employees? If so, then, provide training for them to them to be equipped to deliver higher levels of service and hospitality. Rather than just telling and expecting them to do better, you must lead the way as a servant leader. Set the example. If you invest in your staff, in training and providing the tools they need to do their job better, they will perform better. They will care more. They will feel like you are all in this together. And you are.
It’s your choice. You can decide right now at the beginning of the year to make this the year that you and your team rise above the competition. Become the best you can be. Make 2016 the year you consistently WOW! your customers. 5 Star Service will lead to 5 Star Reviews, which will lead to increased business, increased profits, increased exposure, etc. Let this be you goal.
My goal is to be of service and bring value to as many of you that are interested, open and willing.
ASPIRE Enterprises stands for Advancing Service Performance, Inspiring Restaurant Excellence. That’s what we do. Inspire, Motivate and Equip People to Passionately Deliver WOW! Service.
Let me know if I may be of service. It would be my honor and privilege to work with you and your team and bring WOW! Service and Hospitality Training to you.
By the way, I have been invited to be a guest speaker for the annual convention of the National Association of Customer Service in Orlando, this May. And in February, I’ll be the guest speaker for the Las Vegas chapter of the Wedding Industry Professionals Association. Getting to WOW! is not just for restaurants. It’s going to be a spectacular year.
I wish you all the best!!
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Elevating Service and Hospitality,
Christoff J. Weihman
Las Vegas, NV
702 848 8955