Thoughts

1. Thoughts ” Invest in your own success” It is as much your own responsibility as your supervisor to ensure that you are kept up to date with what is happening in the company perspective: Examples would be: New Products Labor relations Company rules and regulations You should not expect your supervisor to keep you informed; ask questions to the relevant people in your company to understand: Cobus Jooste – 4 December 2006

2. Britt Fuller – 6 Nov 2006 • Tip today, when presenting the guest with his bill, tell him where to pay. In some stores u pay at the cash desk & at some stores u pay the waiter, so it is often quite confusing for the guest. So when placing the bill on the table u can say, • "when u are ready sir, u can settle the bill with me...... OR • "..... would u kindly pay at the cash desk when u are ready please sir"

3. Rita Kruger – 13/12/2006 • “Change begins when individuals and groups understand what they are doing” • Change is probably the most difficult thing to manage in store, people often become negative.  When we are clear and specific and most importantly tell them why and what is in it for them, they understand what they are doing and you’ll get their buy in.

4. Cobus Jooste – 15 Dec 2006 • Renew and reinvent the greatest asset that you have, you!!! • Go to a community college around the corner and enroll yourself in a course. It’s the right time of the year to do so!!

5. Thought of the Day– Britt Friday 15 Dec 2006 • Teamwork: • You can succeed best & quickest by helping others succeed!

6. Rita Kruger • Wednesday 6 Dec • “There is no better way to take the irk out of your work than to ENJOY what you do” • Really care about your guests.  “If you work with your heart, the money will come”.  People can see your irritation when they ask for a glass of water, perhaps you think that they don’t notice but anyone can see through a fake smile.  If you truly care about their interests, you will make a good impression and that is when you will reap the rewards!

7. Cobus Jooste – 28 Nov 2006 • The main objective of management is to help those people that are doing poorly to do well, and those doing well, help them excel. • Understand the need of the employee. Do they need training, coaching or development, because then they will become long term employees.

8. Britt Fuller – 23 Nov 2006 • Please discuss this with your management team before u implement: • If a guest complains about his meal (it's always the men) and u have to remove the meal in order to rectify the situation, tell the guest to help himself to a complimentary salad until you can return his meal.....  • It is very uncomfortable for everyone at the table when someone's meal is removed, that's why guests often only complain when exiting the store, they don't want to spoil everyone's lunch or dinner by causing a scene.

9. The beautiful thing about learning is that nobody can take it away from you.  So always see where you can better yourself whether it is a degree, diploma, spur course or simply just a new skill in the store because the knowledge will be yours forever.  So everyday think, what can I learn today? • If Napoleon is to be believed the main motivation of difficult people is fear, fear of loss, embarrassment, ignorance, inadequacy etc.  People that come into our restaurants could feel apprehensive because they don’t know what to expect or they might have had a bad experience.  Therefore he is not necessarily a difficult person but due to his previous experience he expects to be treated like that again.  By changing our mindset, seeing it as a challenge and not as a problem and understand why we have the opportunity to change his mindset.  Basically if you change the way you view and act towards the customer, it might change the way the customer reacts to you. • The way it begins is the way it ends.  It’s important that you begin each day with a clear and specific idea of what you hope and want to achieve especially if you want to be guided towards reaching your greatest potential.  In other words your relationship to your job can only be set by you.  Wake up 15 min earlier in order tom imagine each person or situation that you’ll face along with the outcome.  That way you’ll be able to set your goals and most importantly achieve them.

10. Calm seas never made skillful sailors.  Last week I said knowledge can never be taken away from you, neither can experience.  Experience is gained through hardships, tough times, problems, mistakes etc.  Instead of asking for things to be easier or to go away rather ask for the strength and wisdom to deal with it. • Criticism is never fun but it loses it’s byte as time separates us from the circumstances that brings it about.  We learn from criticism, many of our most productive actions come from a recognition of areas of our lives that need improvement. • You can make more friends in two months by being interested in other people than you can in 2 years by trying to get other people interested in you.  Build a relationship with your customers – through caring you gain your regulars.  For example look at their credit cards and address them by their surname.  Compliment the changes for example hair color or you see they’ve been on holiday.  Make them feel good about themselves and they’ll come back again and again. • Inspect what you expect.  Follow up on tasks given.  If the person did his best to impress you and you don’t come back to see, how will he/ she do it next time? • BY RITA KRUGER

11. 2 November:  Instruksies • Wanneer jy ‘n instruksie (of opdrag) aan iemand gee, moet nooit aanvaar dat die persoon outomaties weet presies wat jy verwag nie.  Wees spesifiek: •   WAT wil jy he die persoon moet doen? •   HOE moet dit gedoen word? •   WANNEER moet die persoon dit doen? •   HOE LANK behoort dit te neem? •   WAAR moet dit gedoen word? •   WIE moet dit doen, of wie almal moet help? •   WAT is die EINDRESULTAAT wat jy verlang? •   Is dit nodig om TERUG TE RAPPORTEER sodra dit klaar is?  Indien wel, vir wie moet die terugvoering gegee word? •   HOEKOM moet dit gedoen word?  (Help om ‘n taak meer sinvol te maak)

12. 9 November:  Die regte mense vir die regte werk • Wanneer jy ‘n posisie in jou besigheid moet vul, moet nie net die eerste beste persoon wat instap aanstel nie.  Kyk na wat die pos verwag, en kyk na die persoon voor jou.  Is hierdie persoon reg vir die pos?  Pas die vereistes van die pos by hierdie persoon se vorige ervaring, kennis, begrip, vaardigheid, belangstelling en persoonlikheid? • Vrot tamaties maak nie ‘n goeie mengelslaai nie.  Net so doen die verkeerde mense in jou besigheid meer skade as goed. • Mense wat in posisies gegooi word net om dit te vul, bring ongelooflike spanning, konflik, frustrasie, en ‘n geweldige mors van tyd en geld. • Hoe nou gemaak? • 1)       Vat tyd en doen moeite om met hierdie persoon te praat.  Vind uit by vorige werkgewers of hierdie persoon eerlik, hardwerkend en vaardig is (of saal jy jouself nou op met meer moeilikheid?).  Wat is die gehalte werk wat jy kan verwag?  Hoekom is hierdie persoon weg by sy vorige werksplek? • Onthou:  as ‘n kelner se hy het vorige ondervinding, beteken dit nie noodwendig dat hierdie persoon goeie diens aan jou kliente kan lewer nie! • 2)       Moet nie iemand ooit dadelik weg wys wat werk vra nie.  Voer jou onderhoud, en as jy hou van die persoon, plaas hulle op ‘n waglys vir wanneer jy dalk tog iemand benodig. • 3)       Stel vir jouself ‘n pligslys op vir elke posisie in jou winkel.  Wat presies moet hierdie persoon kan doen?  Wat is die vaardighede wat nodig is vir hierdie werk?  Watter ander kwaliteite in hul persoonlikheid is vir jou belangrik? • 4)       Moet nooit tyd as verskoning gebruik om nie ordentlike onderhoude te voer en mense te keur nie.  30 – 60 minute se werk kan jou maande se probleme, frustrasies, konflik, tyd en sakke vol geld spaar! • As jy geen standaarde het as dit by keurings en aanstellings kom nie, het jy nie die reg om na die tyd te kla as hierdie persoon swak werk lewer of jou frustreer nie…JY is tog die een wat hom aangestel het! LIEZEL DE LANGE

13. Richard Lowe – 22/01/2007 • Today’s thought was on the impact of the first visit to the table!!! First impressions last!!

14. Tuesday – 23rd Jan 2007 • Why carry a tray & how to carry a tray!

15. 24 January – WednesdayRita Kruger • Wine glasses:  When to serve fresh glasses, new label and NB:  ESPECIALLY WHEN CUSTOMERS ARE EATING WITH THEIR FINGERS.

16. Britt – 25th January 2007 • Before you shift starts, work out a couple of descriptive words u can use to make the sauces sound scrummy.......e.g • Spicy Peri Peri - goes really well with the Chick & Rib Burger • Hot Chilli tomato sauce • Creamy Garlic Sauce • Fruity Tangy Monkey Gland Sauce • Point out the special to every table on your first visit  ..... use the visuals - point out the hanging posters! • Tell the guests that the sauces are ONLY R5.95 with every Double Burger • When taking the order, as soon as the guest places his order......YOU ASK the QUESTION...... • Sir, Ma'am with your burger would you like a Spicy Peri-peri, A hot tomato Chilli or a Creamy Garlic sauce..........look at the guest and NOD • What's the trick, every time u offer a sauce, DON'T ASK......do u want a sauce??? - now u r getting the guest to think YES or NO - rather give him the choices.....Would you prefer a Sweet chili, Tangy MG or Creamy Garlic sauce with your Dbl burger???...... NOW he is not thinking .....Do I or DON'T I want a sauce....he is thinking....."WHICH SAUCE DO I WANT!

17. Liezle De Lange – 2/02/2007 • Vibe meetings • Vibe = houding, gevoel, atmosfeer • Onthou die rede vir hierdie meetings:  VIBE VIBE VIBE • ‘n Vibe meeting is die gulde geleentheid wat jy het om ‘n positiewe atomosfeer te skep en bietjie kwaliteit tyd met jou span kelners te spandeer. • Dit is wanneer julle bande verstewig en die grondslag vir spanwerk gele word. • Dit is ook in hierdie tyd dat jy waardevolle inligting aan jou mense oordra: • Spesiale aanbiedinge • Enige items wat nie beskikbaar is nie, en die alternatiewe wat aangebied kan word • Items wat prioriteit aandag moet geniet – ekstra verkope • Wie watter tafels bedien en vir watter addisionele take (duties) verantwoordelik is • ‘n  Herhindering aan reels, regulasies en ons spesiale manier van diens lewering • Om kennis op te skerp • Enige probleme kreatief en positief op te los • Hierdie inligting moet gedek word, maar wees versigtig oor die manier waarop jy dit doen! • Watter Vibe jy ookal jou vergadering mee hou, is die vibe waarmee jou kelners • jul kliente gaan bedien! • Die algemene gevoel (houding) in die restaurant begin by die gevoel of houding waarmee die Vibe meeting gehou word: • Hou die Vibe in die Vibe meeting, bly positief. opbouend en altyd motiverend – en sien dan hoe almal hieruit voordeel kan trek!

18. Cobus Jooste – 06 Feb 2007 • First visit to the table • Remember to take your Knives and forks, place mats and colorings to the table, while you are doing the introduction, set the table at the same time. • This prevents customers from having to ask for knives and forks while you are busy trying to serve the meal. • Also helps you selling more salads as you can recommend that the customer can help themselves to salads while they wait for the drinks

19. Britt Fuller – 13th Feb 2007 • The 3 magic words to use ALL the time: • Please.....Thank-you.......Excuse me!

20. Rita Kruger – 14th Feb 2007 • WOW your customer therefore increase your tip • While your customer’s are having their desserts without even asking take them a glass of water. • Water is free whether they want it or note, they will still appreciate the gesture and realise that you are going the extra mile.