Half-Day & Show Programs

Organizations don't just book a speaker, they make an investment in the results the speaker can
help them achieve. Without lasting results, the speaker is essentially just an entertainer. The true value of a
speaker, then, is measured by what is actually implemented once the meeting is over.
Over and over again, testimonials confirm the common sense and power of Bill Marvin's ideas and, more
importantly, the insights he is able to trigger in his audiences. His programs are witty, entertaining, impactful
... and immediately applicable in the real world.
HALF-DAY MANAGEMENT PROGRAMS are 2 or 3-hour presentations.
The format allows more time for exercises and interaction with the attendees than is possible in a show program.
These seminars are typically conducted in two segments with a 15-minute break.
SHOW PROGRAMS are derived from the half-day sessions. The
content of the longer program is distilled into a 60-90 minute show-length format that addresses the key points and
still allows enough depth of discussion that attendees leave with information they understand and can use.
VENDOR PROGRAMS The principles and skills that make
restaurants successful are equally applicable to the distributor sales force. Click
here for more information.
NOTE TO MEETING PLANNERS: Many of these programs are based on
similar principles or represent the evolution of my thinking on a particular topic over time. The program titles
and the "spin" differ depending on the message or the marketing emphasis. More
information.
I bring this up because the potential is there to appear repetitious if programs with similar roots are
presented too closely together. When choosing multiple programs for the same event, please discuss your choices
with me first to be sure the content mix will have the proper balance.
Don't see quite what you want? Just ask. Many of the programs below were created because somebody asked, "Could
you put something together on _____?"
OPERATIONS AND MARKETING PROGRAMS
Standing Out From the
Herd
Five money-making programs your competitors will never think to
try
12½ Proven Ways To Build More
Profitable Menus
Putting more punch in your presentation
How to Increase Your Cash Flow by 50%
in 90 Days
What it takes and how to make it happen
The World Does Not Need One More
Place to Eat!
53½ ways to break the boredom and stand out from the herd
Cooking Up Exceptional
Service
A recipe for gaining the competitive edge
Five Great Ways to Build Sales ...
and One Really Lousy One!
Getting smarter about getting
busier
Marketing Secrets of the Soup
Nazi
How to generate more sales with less
effort
Back to the
Future
Current trends in foodservice ... and
how to exploit them
Building Top Line
Sales
Taking the shortcut to
profitability
Cutting Costs Without Cutting Your
Throat
Trimming the fat without losing the
muscle
39½ Money-Making Marketing
Ideas
How to gain volume without losing
your shirt!
Developing
Word-of-Mouth
Understanding the dynamics of guest
involvement
One-on-One
Marketing
The server as an independent business
person
Guest-Based
Marketing
How to increase volume without
breaking your budget
How to Run With the Big Dogs and
Stay in the Race
Marketing advantages of the
independent operator
Cashing In On
Complaints
Turning disappointed diners into
gold
How I Cut My Food Cost by 10%
Overnight
The compelling case for a prime
vendor program
Creating Value Through
Presentation
How to create buffets and breaks that
make the cash register ring!
[top]
MANAGEMENT PROGRAMS
In Search Of The Silver
Bullet
Bridging the gap between ideas and implementation
The Greatest Management Skill in the
World
... and how to master it in 90 minutes
Is There Any Other Highway Than My
Way?
How to get your results ... their way
The Startling Secret to Memorable
Service
The simple secret that builds guest (and staff) loyalty
Shooting Yourself in the
Foot
Ten stupid manager tricks and how to recover from them
There's GOT to Be an Easier Way to
Run a Restaurant!
How to have a successful business ... and get your life back
Nine Myths of
Management
What you have been taught that ain't necessarily so?
Moving Up Without Burning
Out
Making the management transition
Communication, Cooperation and
Common Sense
How to create cooperation, good will and the free flow of
ideas
Prospering in the Age of
Service
Understanding the human dimension of hospitality
[top]
SERVICE
PROGRAMS
Cooking Up Exceptional
Service
A recipe for gaining the competitive edge
Why Guests Don't Come Back and What
You Can Do About It
Understanding the dynamics of guest satisfaction
One-on-One
Marketing
The server as an independent business person
Service is a Human
Equation
The keys to memorable customer service
Prospering in the Age of
Service
Understanding the human dimension of hospitality
[top]
STAFFING AND HUMAN RELATIONS PROGRAMS
Finding the Right
People
How to get the right people ... the first time!
Retention is Better than
Recruitment
How to keep 'em once you've got 'em
[top]
ENLIGHTENED
LEADERSHIP
How to create a following
The terms leader and manager are often used interchangeably but they are really very different skill sets. A
common definition is that managers are concerned with doing things right and leaders are focused on doing the right
things ... but perhaps an even more powerful distinction is that managers have subordinates while leaders have
followers.
Successful restaurants need both managers and leaders, of course, and many people wear both hats, particularly
in smaller operations. However, the more effective the leadership, the less actual management is required to get
things done.
Over the years we've talked a lot about management but since leadership is the most critical -- and most elusive
-- of the two roles, it deserves a discussion of its own. However, the topic also presents a few challenges. The
early career development for most owners and managers revolves around activities -- things you learn how to do. The
problem is that DOING is the realm of management where leadership is really more about BEING.
So if you're looking for a checklist of what you must do to be a good leader, this workshop won't give it to you
... because that's not the way leadership works. However, if you want to understand what you must bring to the
party -- how you must BE to be a good leader -- this program will give you an insight into how to inspire a
following. Once you understand that, you'll always know what to do next.
[top]
THE HOSPITALITY
FACTOR
Searching for the silver bullet
Many speak of service and hospitality in the same breath, but they're actually quite different. Service is a
monologue, the efficient execution of a series of actions. Service is procedural. Hospitality, on the other hand,
is truly a dialogue -- an exchange of energy at some level between staff and guests, a bit of a dance. Hospitality
is personal.
You can readily recognize hospitality when you experience it and yet you really can't define what it is any more
than you can adequately define love for your children. You can talk about what you do for them or how they make you
feel, but that isn't it.
You already know how to train people to become better at what they DO ... but how do you train them to become
more effective in the way they ARE? Bill will share several insights into how you can, in fact, infuse your
operation with the spirit of hospitality ... if you have the courage. You will start to understand:
What really makes people tick
Why hospitality cannot come from what you teach (but why what you teach is an
important part of hospitality)
How to bring out the innate hospitality in your staff
How to recognize and hire hospitable people
If you see value in putting true hospitality back into your "hospitality business", join Bill Marvin for an
eye-opening -- if politically-incorrect -- session. Nobody has ever talked to you like THIS before!
[top]
HOW TO OUTWIT,
OUTSELL AND OUTLAST THE COMPETITION
Making this your best year ever
The good news is that no matter how bad the economy gets, people will still dine out. The bad news is there
will likely be fewer of them, they'll do it less often and they'll likely be spending less than they did in the
past. With less money to spend on fewer dining-out visits, will guests continue to patronize your place?
... will they choose the joint across the street? ... or will they pick up prepared food at the
supermarket?
How can you stand out from the herd and become the obvious best choice?
Who is going to get what little business is still out there ... and make money
from it?
How can you outrun your competitors and be the last man standing?
There are sure to be casualties in any economic downturn -- there always are. The question is how can you avoid
being one of them and emerge stronger than ever? The survivors will be those who position themselves far
enough ahead of the pack to assure the economic bear eats their competitors first. The only way to emerge
victorious is to do what everyone else is NOT doing ... and do it quickly. So put on your track shoes. We have work
to do!
[top]
HOW TO PROSPER IN TOUGH
TIMES Keeping your head up in a down
economy
You can count on it. Every time the economy gets strong, it's eventually going to contract. You can't do much
about that ... but the impact of economic ups and downs on your business is very much up to you. In this program,
Bill Marvin, The Restaurant Doctor, gives his best practices on how to prosper when times get tough -- ideas that
make sense no matter what the current economic conditions. Among other things, we will discuss:
Three things you need to be doing right away to protect your profits
Two simple programs that can help keep your sales volume up
Menu adjustments that will increase traffic
How to lower your average check and increase profitability
How to use the current economic slowdown to make you stronger
Where to focus your marketing efforts
What sort of marketing you should (and should not) be doing
How to keep your sanity while you adjust to the new reality
[top]
IN SEARCH OF THE
SILVER BULLET
Bridging the gap between ideas and implementation
You've been picking up "good ideas" all your professional life. Why haven't you implemented more of them? Why is
it that even when you know what you need to do, you still don't do it? What will it take to bridge the gap between
good intentions and great results -- to finally turn your restaurant into the money-making machine you always
imagined it would be?
The solution to these situations is THE SILVER BULLET. In this eye-opening program, The Restaurant Doctor will
give you the secret and show you how to use this powerful insight to dominate your market.
[top]
STANDING OUT
FROM THE HERD
Five money-making programs your competitors will never think to try
The world (and your marketplace) doesn’t need one more place to eat. If you want to prosper in a
highly-competitive environment, you must give your guests more than good food and friendly service -- you must
offer them things they can’t get anywhere else.
In this nuts-and-bolts program, The Restaurant Doctor will outline five profitable new programs he's
developed for his private consulting clients -- unique ideas that are off the radar of your competitors ...
low cost solutions that will endear you to your guests and secure their loyalty for life.
[top]
12½ PROVEN WAYS
TO BUILD MORE PROFITABLE MENUS
Putting more punch in your presentation
Your menu is a primary sales tool ... but most could use a little sharpening. Are you really getting the most
bang for your buck? Could a menu make-over put thousands of extra dollars in your pocket? Would you like to find
out? Bring a copy of your current menu and follow along with the Restaurant Doctor as he shows you:
Three common menu mistakes that may be costing you thousands of dollars each
month
How to lower your average check and actually be more profitable
A guaranteed way to double your dessert sales immediately
How to double your bottom line profit without materially raising prices
[top]
THE GREATEST
MANAGEMENT SKILL IN THE WORLD
... and how to master it in 90 minutes
Have you always felt that you could be a more effective manager but didn't quite know how to make it happen?
Have you been frustrated when your best efforts don't bring better results? Do the people around you frequently
seem to be irritable or edgy? Is the relationship with your significant other showing signs of strain?
If you answered yes to any of these questions, you'll want to spend 90 minutes with Bill Marvin, The Restaurant
Doctor and get the prescription that can return all aspects of your life to their naturally healthy state.
This will be quite a different sort of program than Bill usually offers and you won't want to miss it.
Note: Seating is limited and no one else will be admitted once the room is filled. In any event, no one will be
allowed into the room after this program starts ... and it will start precisely on time. You and your entire party
should plan to arrive early.
[top]
IS THERE ANY
OTHER HIGHWAY THAN MY WAY?
How to get your results ... their way
Do you long for the good old days when you could tell your staff to jump and they'd just ask, "How high?" Get
over it. Those days are long gone and wpn't be coming back in this lifetime. If you got your training in the "My
Way or the Highway" School of Management, you're a dinosaur ... but it's not your fault. This approach never really
worked, there was just a time when we could get away with it.
The bad news: to avoid becoming extinct, you must take a hard look at your management style. The good
news: you can still get the results you want, but you have to go about it differently. Better yet, once you
understand how to play the game a new way, you will accomplish a lot more with a lot less effort. Spend an
hour with Bill Marvin, The Restaurant Doctor and find out how.
[top]
THE STARTLING
SECRET TO MEMORABLE SERVICE The simple skill that builds guest (and staff)
loyalty
Would you like your guests to feel well-served and anxious to return? What if your staff was more productive and
stayed with you longer? If you were suddenly an expert with people -- if you always instinctively knew what to
do and it worked -- would that help? Could you profit from transforming your organization into a
service-oriented, guest-pleasing machine?
All this and more can happen ... sooner rather than later ... once you learn to appreciate a deceptively simple
secret. In this eye-opening program, Bill Marvin, The Restaurant Doctor, will let you in on the secret and teach
you how to make it your unfair advantage in the marketplace. This will be quite a different sort of program than
Bill usually offers and you will not want to miss it.
Note: Seating is limited and no one else will be admitted once the room is filled. In any event, no one will be
allowed into the room after this program starts ... and it will start precisely on time. You and your entire party
should plan to arrive early.
[top]
HOW TO INCREASE YOUR CASH FLOW BY
50% IN 90 DAYS What it takes and how to make it
happen
Are you tired of working harder and harder for small increases in profitability? Would
you like to have more money ... and get it sooner rather than later? You may kick yourself when you see how easy it
can be to put more cash in your pocket just by following the Restaurant Doctor’s simple prescription. Once you know
what to do, the ball is back in your court. This program will show you:
5 Ways to Reduce Food Cost in 90 Days
12 Ways to Lower Beverage Cost in 90 Days
4 Ways to Reduce Payroll Cost in 90 Days
15 Ways to Increase Sales in 90 Days
[top]
SHOOTING YOURSELF IN THE
FOOT Ten stupid manager tricks and how to recover from
them
“We have met the enemy and he is us!” So said our favorite swamp philosopher, Pogo ... and restaurant managers
prove it every day. Most of the problems they face are not inherent problems of the foodservice business, but
rather predictable consequences of some of the unconscious habits they've developed over time. Spend an hour with
the Restaurant Doctor to see if you might acrually be part of the problem ... and learn what to do if it turns
out you are! Among other things, this insightful program will show you:
The simple secret that determines human behavior.
How to listen so that others feel heard.
Why it is that the less you know, the more impact you have.
Why you should avoid solving problems.
How rules are really made ... whether you like it or not.
[top]
THE WORLD DOES'T NEED ONE MORE PLACE
TO EAT! 53½ ways to break the boredom and stand out from the
herd
Many good restaurants have failed – not because they didn't have great food or friendly service – but because
they couldn't create a unique identity for themselves in the market. In short, they were well-intentioned but
boring ... and boring restaurants can't compete. In this politically-incorrect session, the Restaurant Doctor will
show you:
7 factors that set the mood before guests even get in the door.
9 ways to create a unique first impression.
7 distinguishing features that can make your bar stand out.
8 points of difference that create distinctive dining rooms.
8 considerations in crafting a memorable menu.
5 practices that can make or break your final impression.
9 simple secrets that will lift you above the competition.
[top]
COOKING UP EXCEPTIONAL
SERVICE A recipe for gaining the competitive
edge
You've heard all the typical lectures on service before (and perhaps even given a few yourself), but admit it --
your service levels still leave a lot to be desired. Why don’t they get it? ... and if they do get it, why don’t
they do it? If you want service to be your competitive edge in the market, you'll love this session. Using
analogies from the kitchen, The Restaurant Doctor will show you how to cook up –- and deliver -– a world class
recipe for guest service. You'll understand the service process from a whole new direction and learn how to
pass these ideas along to your staff. Among other things, the program will explore:
Menu Planning: how to get clear on what your service needs to look like
Purchasing: how to identify service-oriented people before you hire them
Recipe Development: how to create a service ethic and train so it "sticks"
Quality Control: what to measure (and how) to assure consistent service
Creativity: how to get your staff to take ownership of their service
[top]
FIVE GREAT WAYS TO BUILD SALES ... AND ONE REALLY LOUSY
ONE!
Getting smarter about getting busier
There are really just a half dozen ways to build sales without developing additional sources of revenue. All six
ways will work, but five of them are foolproof, inexpensive, work well and can be implemented quite easily ...
while one is costly, risky, difficult to evaluate and only marginally effective. Guess which choice most operators
make when volume starts to slip?
In this no-nonsense session, The Restaurant Doctor examines the pros and cons of all six sales-building techniques.
He will share proven secrets that will help any foodservice operator put more money on the top (and bottom) line
and open your eyes to the realities of growing volume in the real world. Among other things, the program will cover:
Why the way most people try to build sales is the poorest choice of the lot
The hidden dangers of the second most common approach and how to avoid them
The two sales-building tricks that most people never even think of
How your staff can drive double-digit increases ... without costing you a dime!
A great source of new business that is off your competitors' radar
[top] This program is available on
audio CD.
MARKETING SECRETS OF THE SOUP NAZI
How to generate more sales with less effort
When you think of marketing, are you thinking of how to sell the most product to the greatest number of people? Do
you think the best way to build a following is to always give the guests what they want? If so, you may be working
too hard and missing a golden opportunity. If this sounds counter-intuitive, you are going to love this new line of
thinking from Bill Marvin, The Restaurant Doctor. Using current examples, this contrarian session will give you a
totally new way to think of your business ... and some fresh insights on how to grow it. Among other things, you
will learn:
How to build sales by offering less ... and making it harder to buy!
Three critical elements that will spell success or failure
Guest abuse for fun and profit
How to break the boredom and pump new life into your operation (and your staff!)
[top]
BACK TO THE FUTURE
Current trends in foodservice ... and how to exploit them
If you had a crystal ball that let you to see what would happen in the future, would you use that insight to make
adjustments in your current operating practices? Nobody can guarantee the future, but in the opinion of Bill Marvin,
The Restaurant Doctor, the clues to what's next are all around you. Bill has traveled extensively, talking with
operators all over the world and learning proven ideas and fresh approaches. This program presents his observations
on what your future may look like and how to get ready for it now. He will look at the following areas:
Trends in menus and menu offerings
Trends in technology and how it will impact operations
Trends in markets and where the growth is likely to be
Trends in marketing and marketing approaches
[top]
CUTTING COSTS WITHOUT CUTTING YOUR
THROAT Trimming the fat without losing the
muscle
Cost control is a good and necessary thing. However, in their rush to stop the bleeding, many operators
inadvertently cut back in the wrong places or in the wrong ways. The result can be damaged reputations, decreased
sales volumes and lower profitability. In this eye-opening session, Bill Marvin, The Restaurant Doctor shares
real-world examples from his years in consulting -- secrets to help you be sure your costs are ... not the
lowest, but appropriate for the operation. Specifically, the program will address the following areas:
How to get a handle on food cost without short-changing the guests
What numbers you need to watch (hint: food cost percentage is not one of them!)
How I cut my food cost by 10% ... overnight!)
How to schedule to increase service, make the staff happier and reduce payroll
One simple adjustment that can reduce 90% of your overtime expense
The "Dirty Dozen" essentials for beverage cost control
[top]
BUILDING TOP LINE SALES
Taking the shortcut to profitability
Every restaurateur knows volume can make up for a multitude of sins. Have you noticed how food and labor
costs are virtual non-issues when sales are up ... and almost always a concern when sales are low? Do you sleep
better at night when the cash flow is strong? Would you agree business is more fun when you're making more money?
In this fast-paced program, Bill Marvin, The Restaurant Doctor offers some painless prescriptions -- ideas to help
you increase the top line, improve profitability and lower your stress level. Among other things, this no-nonsense
session will explore:
How to know what to sell (and how to sell it)
How to determine price points that encourage sales
How you can actually lower prices and increase profitability
How to get your service staff involved in sales-building
How to build volume without spending a penny for advertising
How to have people talking about you . . . and saying what you want them to say
How (and why) you should develop additional sources of revenue
[top]
THERE'S GOT TO BE AN EASIER WAY TO RUN A
RESTAURANT! How to have a successful business and get
your life back
It seems like restaurants (and most businesses, for that matter) are getting harder to run, but the problem isn't "out there"
somewhere, it's because the game has changed. Managers who expect to thrive must continually re-examine and re-adjust their
thinking to keep pace. In this politically-incorrect session, The Restaurant Doctor will shine a light into the unconscious assumptions
most managers make -- notions that hinder effectiveness, increase stress and make the game of business less fun to play.
How to eliminate 80% of your operating problems before they even come up
How to create a work environment where exceptional service happens naturally
Why your guests (and staff) feel they are important to you ... and why they don't
Why the helpful things you do may actually be creating more problems
How you create your own stress and how to materially reduce it
Why the best way to be competitive is not to compete
[top] This program is available on audio CD.
PROSPERING IN THE AGE OF
SERVICE Understanding the human dimension of
hospitality
The competitive climate (and your guests' expectations) are changing. Not too long ago,
it was enough to just get the job done. But the name of the game now is service and true service is a state of mind, not a
checklist. In the age of service, how you do the job determines how (and if!) you will prosper. The key to success in this
new era lies in improving your understanding of people and how they work together to create a climate where the guest
feels well-served, the staff is happy and the needs of the company are met. In an eye-opening program, The
Restaurant Doctor will share some powerful insights:
How to eliminate 80% of your operating problems before they even come up
How to create a work environment where exceptional service happens naturally
Why your staff and guests feel they are important to you ... or why they don't
How behavior is always the symptom, never the real problem
How to improve service, repeat business and staff retention ... for free!
How to materially reduce the stress in your professional (and personal) life
How to turn around good workers with marginal attitudes
How to improve your overall effectiveness as a leader
[top] This program is available on audio CD.
WHY GUESTS DON'T COME BACK AND WHAT
YOU CAN DO ABOUT IT Understanding the dynamics of guest
satisfaction
This stimulating program takes a humorous and insightful look at the details of foodservice
operation that often spell the difference between success and failure. Here's what you can expect to learn as The Restaurant
Doctor shares some thoughts from his classic book, Restaurant Basics:
Why people have a good time and why they don't!
How to see your operation through your guest's eyes
22 things that happen before guests are seated that guarantee a bad timel
33 ways to destroy the evening before the server even reaches the table
19 ways your staff can kill you without anyone (except the guest) knowing it
8 mindless phrases that can alienate your patrons
18 F&B boo-boos that can send your guests packing ... to the competition!
17 maintenance errors that drive business away
28 common practices that annoy families, teens, seniors and disabled diners
9 traditional management policies and practices that your guests resent
30 simple ways to make your operation more memorable to your guests
[top] This program is available on audio CD.
39½ MONEY-MAKING MARKETING
IDEAS How to gain volume without losing your
shirt!
Every restaurateur wants to build sales but nobody has an unlimited advertising budget
and most operators have had only limited success with increasing check averages. Fortunately there are simpler and more
effective ways to boost volume that are much less risky ... and almost free! In a fast-paced program, The Restaurant
Doctor will give you 39½ painless prescriptions that can help you not only increase your gross sales but gain the enthusiastic
backing of both your guests and your staff in the process! Among other things, the program will discuss:
3 ways to increase diner frequency
12 ways to build a personal connection between your guests and your restaurant
8 ways to make your restaurant more user-friendly
8 things you can do to get your guests talking about you
8 ways you can set yourself apart from your competition
½ of the most powerful secret to developing repeat business
[top] This program is available on audio CD.
FINDING THE RIGHT
PEOPLE How to get the right people ... the first
time!
Guests pay for the value of the experience they receive, not just for the meal. The better the staff, the greater
the value added and the more the experience is worth. In an informative session, The Restaurant Doctor will share
some potent ideas from his Surefire Staff Selection System to improve your odds of getting the right people the first time:
6 factors that can make you the best employer in town
Where and how to recruit the people you want
How to be sure every applicant receives a positive first impression
A guaranteed way to get 50% of job applicants to screen themselves out
How to separate great workers from applicants who just "give great interview"
4 qualities of successful workers and how to identify them in 60 seconds
[top]
RETENTION IS
BETTER THAN RECRUITMENT
How to keep 'em once you've got 'em
High turnover is more than just an expensive nuisance; it has a negative effect on every
aspect of your operation: its reputation, its service and its bottom line. In an eye-opening program, The Restaurant Doctor
will share some simple insights into the underlying causes of why people perform poorly and walk out as well as what might
cause the very same people to be loyal, contributing members of your team. Based on material from his book, From Turnover
to Teamwork, this common sense session will explore:
Why turnover is never the real problem, only a symptom of the problem
The factors that cause good workers to leave ... or to stay and perform poorly
Common foodservice inequities and how to eliminate them
How to create and maintain rapport between staff and management
A simple format for performance review that works for everyone
A constructive, supportive approach to staff discipline
15 hints that can help improve the feeling of teamwork in your organization
[top] This program is available on audio CD.
DEVELOPING
WORD-OF-MOUTH
Understanding the dynamics of guest involvement
Positive word-of-mouth is the best advertising, but there's no word-of-mouth without something to talk about! Not
only can you manage this valuable sales tool, you can even control what people are saying about you! Spend some time
with The Restaurant Doctor and you'll start to understand:
How to generate (and control) positive word-of-mouth advertising
How to get patrons talking about you (and saying what you want them to say!)
How to use word-of-mouth to increase sales significantly at virtually no cost
Why guests will (or will not) believe what you tell them
How the fastest way to build volume is often by not trying to increase sales
[top]
CASHING IN ON
COMPLAINTS
Turning disappointed diners into gold
Nobody likes to get complaints, but if you know how to mine it, there's gold in those gripes!
Statistically, 14% of dissatisfied guests don't return because their complaints weren't properly handled. Unless your seats are
full 100% of the time, spend an hour with The Restaurant Doctor and discover what you can do to keep from losing this business.
Better yet, learn how you can actually use complaining guests to build your business. Among other things, you'll start to understand:
How to regain the loyalty and support of a disappointed diner
How much a disgruntled party really costs you
6 things you should NEVER do when responding to a complaint letter
How to become an expert at dealing with people, even your most difficult patrons
A simple formula that will regain lost loyalty 93% of the time
How a common well-intentioned mistake in handling complaints actually makes matters
worse
5 things you should NEVER do when dealing with an irate guest
How to handle a complaint that may have potential legal liability
[top] This program is available on audio CD.
NINE MYTHS OF MANAGEMENT
What you have been taught ain't necessarily so?
Doing more of what you've already been doing will get you less of what you already have! Businesses are
getting harder to run because the typical understanding of management is flawed. The game has changed. Managers who
expect to thrive in the post-pandemic market must re-examine and re-adjust their thinking to keep pace. In this
politically-incorrect session, The Restaurant Doctor will shine a light into the unconscious assumptions most managers make
-- notions that hinder effectiveness, increase stress and make the game of business less fun to play. After all, if what you're
doing now was going to work ... it would already be working!
The myth of control
The myth of motivation
The myth of problem-solving
The myth of goal-setting
The myth of lists
The myth of success & failure
The myth of stress
The myth of authority
The myth of competition
[top]
SERVICE IS A HUMAN
EQUATION The keys to memorable customer
service
Foodservice is a "people business" and those with the best understanding of people will come out ahead every time.
This common sense program offers some valuable insights to help both staff and managers have more fun on the job,
provide a higher level of service, be more confident and relaxed when dealing with the public and be more effective at
generating sales. Nobody has ever talked to you like this about service!
Why your customers feel that they are important ... and why they don't!
Innocent mistakes that may be costing sales on every shift
The personal quality that causes customers to feel well-served
How to increase effectiveness and stay out of "the weeds"
How much a disgruntled patron really costs
How to become an expert at dealing with people, even the most difficult patrons
The powerful secret of effective communication
[top]
ONE-ON-ONE MARKETING
The server as an independent business person
Servers are essentially independent business people with a small four or five table restaurant to run (or whatever the
size of their station). The better they run their small restaurant, the more money they can make ... for themselves and for
the restaurant. This unconventional program by The Restaurant Doctor will help the service staff to better understand the
concept of independent business and what they can do to make their small operation more successful and profitable! Among
other things, they will start to understand for themselves:
The role of personal connection in creating guest loyalty
The key factors that contribute to achieving personal connection
Simple techniques that can cause guests to return more frequently
The difference between service and hospitality and the appropriate place for each
How to educate guests as to why they dine with you
How to be sure your guests will say wonderful things about you to their friends
Foolproof ways to increase sales and improve service -- without having to "sell"
[top] This program is available on audio CD.
MOVING UP WITHOUT BURNING
OUT Making the management
transition
A common problem for newly-promoted managers is how to successfully make the transition from being "one of the
gang" to effectively supervising their former peers. All too often, the change in position becomes so traumatic the new
supervisor simply leaves the company. In this real-life program, The Restaurant Doctor will share some simple ideas to
help anyone become more effective at leading others without losing respect and support. Among other topics, this
revealing session will cover:
The essential differences between management and staff mentalities
How to gain the cooperation and backing of others without becoming a doormat
The ten "do's and don't" all successful managers must learn
How to measure success and effectiveness in a management mode
How to handle things when you feel overwhelmed or over your head
Two ways to be the most effective and well-regarded manager in the place!
[top]
GUEST-BASED
MARKETING How to increase volume without breaking your
budget
Every restaurateur wants to build sales but nobody has an unlimited advertising budget and most operators have
had only limited success with more traditional sales-building approaches. Fortunately, there IS a way to boost volume
that's simpler, more effective and much less risky than anything you have ever tried before. Based on extensive, real-world
experience gathered from a wide variety of foodservice operations, Bill Marvin, The Restaurant Doctor has evolved the idea of
Guest-Based Marketing, a painless prescription that can not only increase your gross sales but gain the enthusiastic backing
of both your guests and your staff in the process! Among other things, the program will help you understand:
Why your staff fights selling techniques and how to get them on your side
Low-cost (or no-cost) enhancements that can set you apart from the competition
How to generate (and control) positive word-of-mouth advertising
A 5-step process to build sales without trying to raise the check average
A risk-free way to build sales that your staff (and your guests) will love!
How to get patrons talking about you (and saying what you want them to say!)
A simple habit that can increase repeat patronage (and tips) significantly
[top] This program is available on audio CD.
RUN WITH THE BIG DOGS AND STAY IN THE
RACE The marketing advantages of the independent
operator
The foodservice market is growing ... and so is the number of restaurants competing for the dining dollar. The race is on
and you're running with the big dogs. There will certainly be winners and losers in this contest, but the little guy doesn't
always have to throw in the towel. Good independent operators can take on the chains and beat them at their own game
... provided they know how to play! In a candid house call from The Restaurant Doctor, you'll learn the rules of engagement
in the battle for market share and better understand the factors that determine who grows and who goes. Among other
things, you'll learn:
6 factors that make chain operations such a force in the market
5 common differences between a typical independent and a chain restaurant
8 inherent vulnerabilities of even the strongest chains
6 untouchable market advantages independents may not even know they have
How a serious independent can compete successfully in the new marketplace
[top] This program is available on audio CD.
COMMUNICATION, COOPERATION AND COMMON
SENSE How to create cooperation, good will and the
free flow of ideas
Can we talk? ... and if we do, will we actually communicate? Can you imagine staff meetings so enjoyable and productive
that people leave more energized than when they arrived? It can happen. It has to happen. As the pace of business speeds up,
the need for a smooth flow of information to and from all levels of the organization is increasing exponentially. This program is
not about a new set of techniques. The Restaurant Doctor will help you gain a completely fresh understanding of the
communication process itself!
How to create a climate where effective communication happens naturally
Establishing rapport - the lubricant of communication
A workable structure for reaching a meeting of the minds
How to hold truly productive staff meetings
How to be an effective listener ... by knowing what to listen for
The simple secret of holding another person's attention
The most common barriers to good communication and how to eliminate them
How to recognize when people can hear you ... and when they can't!
[top]
HOW I CUT MY FOOD COST BY 10%
OVERNIGHT The compelling case for a prime vendor
program
Food purchases are a major expenditure in any foodservice operation but the food cost control methods you were taught
may actually be costing you money! In this no-nonsense program, The Restaurant Doctor will share his personal experiences
with an unconventional approach to cost control so easy to administer and so very effective it's almost embarrassing when
compared to endless days of calling vendors for their "best prices." When you understand what contributes to the cost of
the food you buy, you'll see the common sense of exploring a different sort of relationship with your primary vendors. Among
other things, you will learn:
What factors determine the price that a vendor will charge you for products
What both parties have to gain (and lose) from a prime vendor relationship
A step-by-step process to set up a prime vendor program for your operation
[top] This program is available on audio CD.
CREATING VALUE THROUGH
PRESENTATION How to create buffets and breaks that
make the cash register ring!
Food presentation for buffets and catering is a visual art. The value of the event to the client is determined more by the
impact of the presentation than by the cost of the menu. In this hands-on demonstration assisted by members of the audience,
The Restaurant Doctor will share potent ways to present coffee breaks, snacks and buffets using inexpensive, readily obtainable
materials to "knock their socks off" and increase the value of your services for pennies. It's based on the catering program he
designed and implemented for the US Olympic Committee. Among other topics, this lively presentation will cover:
How to increase the value of your events by as much as 500% ... for about $20!
How to beat "buffet boredom" for your guests
How to use "live food" to increase impact, reduce cost and increase profitability
How to create legendary buffets ... and never rent another chafing dish!
[top]
|