The trainee's fear of boredom, CHART Newsletter, 'Killer' service?!, Swearing in training, 'Bad service' model, Using WaiterRant for training, Practical training, Training entrepreneur, Service in Asian restaurants
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Fear of boredom...
I prefer to learn by 'doing the workshop', especially computer courses. And I'm very hesistant to sign up for anything I suspect will be poorly presented 'boring'. I usually sit at the end of the row near the door, sometimes telling the presenter I may have to leave early (so as not to cause offence).
I spoke at a hospital catering conference this week - in 30 minute there's not much one can say, but I did my best. A quick blast on 'profit' concepts in hospital canteens, but I'd not realised that this was really meant to be a product promotion opportunity. I followed a succession of powerpoint 'readings' on thermometers, diet drinks and new fruit juices. The audience sat through it meekly and attentively - is this all they're used to? I usually try to keep the 'sell' separate to the 'lesson', but no need in this case!
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CHART has a free e-newsletter
The Council of Hotel & Restaurant Trainers has an E-Newsletter available. CHART sounds great, but as it's only available for employees of multi-unit businesses, it excludes most freelance trainers (hence the development of this Trainers Update).
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Customer Service training that's not boring
Books you see that you can't believe (but they really exist): Killer Customer Care - one of those 'how to' books with text on half the page, so 140 pages of content becomes 280. Enough with all these 'Killer' marketing titles - there's all the bad news we need from Iraq. The best book on customer service, of course, is Ron Kaufman's Up your Service.
There are some great concepts that bring the whole customer service subject alive. CS training is too often nothing more than a 'should' session...very boring.
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It's all heard on TV these days, and there's not much that Sex in the City doesn't describe in loving detail. So what are the limits for trainers? I've heard experienced trainers drop the odd BS for effect, and others make the point as powerfully without it.
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Ron Kaufman's 'bad service' model
Ron Kaufman's book Up your Service has a good technique - he starts with examples of the very bad and then progresses to the exceptional. From Criminal to Expected then up the ladder. He uses taxi-drivers for examples - something all staff can relate to. Once they've found good and bad examples of someone else, now bring it home to work out your business's versions of Desired, Surprising and Incredible.
A technique that works well - allow people to criticise others, then gently turn it right to compare with their own practice.
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Management Training - 'what would you do?'
The Waiter Rant Blog has plenty of useful material for management training - plenty of (painfully) funny stories for discussions on 'if you were the manager, how would you have handled this?'
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Be totally practical...
I recently presented at a management day for one of the Restaurant Associations. A rush through the fascinating topic of menu pricing in half an hour! I know it was punchy and practical, and was also helped by the dreary style of the 2 presenters before me - lots of 'shoulds' and 'advice' rather than practical industry-specific examples of what works and what fails. Generic speeches on 'motivation' and OH&S just don't cut it - free the prisoners!
Last time, I was caught between the previous presenter going over time...and lunch. Thanks for nothing - I had exactly 20 minutes for my 45 minutes of information. This time the previous speaker was warned in advance that I carried a weapon and might use it. hehehe
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The training entrepreneur
Entrepreneurs - messy, creative, hyperactive types who rush ahead creating new stuff which often doesn't work (but enough does for survival).
The Six Fingered Hand is a thought-provoking article for trainers developing their own business. The six attributes (fingers) of the entrepreneur are:
* Chameleon - ready to shuffle ideas into new combinations, learn quickly and adapt
* True grit - ready to overcome significant obstacles
* Extreme sport - ready to take risks and face uncertainty
* Half-full - see possibility where others are overwhelmed - problems become opportunities
* Follow me - lead from the front and motivate others
* Hunger - for results and success, and ready to push themselves to the limit
Which are your strongest fingers? Grab the article.
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Why do Asian restaurants get service so right?
A wonderful meal tonight at Thai Pothong restaurant in Newtown (Sydney). They're just taken over the shop next door to expand from 200 seats to 300 - way to go! Full rich spicy flavours (and not overwhelmed by sugar). Delightful, warm and attentive service as it always is, under the care of Nick the manager. This is their 8th year in operation.
For your customer service session: how do Thai restaurants get it so right with flavour, speed, service, warmth and value (hey, that's everything most people want)? And the anglos keep moaning how 'business is down' and the competition is so unfair.