Making the TotalView Work for You: Breaking Down The Best Practices Audit

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All six episodes are available to Foodable+ members. Membership is an all-in-one package of the game-changing trends, expert analysis, reports and insights driving the industry for the entire year!

On the last episode, we introduced the TotalView Best Practices Audit and why you should use it in your business. But what exactly is this audit? Essentially, the TotalView is a survey used to determine how well your business is running. Separated into seven core competencies, the TotalView touches on every facet of your operation from team members, to design, to management of finances.

Normally conducted by a consultant, the Rockers want to share this auditing process with operators like you to help you get started self-auditing.

When going down the list, you will find questions organized by segments of the business: Leadership and Management, Brand and Marketing, Guest Service, Menu and Culinary, Operations and Training, Human Resources and Internal Communication, and Financial Performance.  

So, what do you get with the TotalView Best Practices Audit? The Rockers set you up for success with a set methodology and objectives, an executive summary, the "Best Practices 7 Core Competency Findings and Recommendations," a SWOT chart, a set of conclusions, recommended next steps, and resources and exhibits to help you along the way.

Bill and Eric remind us that it’s important that you are honest when implementing this process. It only works if you use it the way a third-party auditor would. Once you have your findings, you can implement changes that will start to improve your operation.

"You or this process really becomes the change agent for the organization. If you've got some problems and you start implementing this process, I think you'll find those problems out and be able to change. You're really going to be able to shift where you are and try to make it better," Eric said.

And don’t hesitate to turn to a FCSI Consultant if you want a little help from an expert with fresh eyes! They can help customize your audit to your particular operation.

How the Right Sequence of Service Improves Customer Satisfaction

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All six episodes are available to Foodable+ members. Membership is an all-in-one package of the game-changing trends, expert analysis, reports and insights driving the industry for the entire year!

This season on "Rock My Restaurant," Foodable Network is bringing you a premium content package of nine in-depth episodes that can be paired with our Rock My Restaurant PRO Workbooks, expert guides, and report, all available for purchase.

Each episode, co-hosted by veteran foodservice industry consultants Bill Bender and Eric Norman, will help take your operation to the top. That's right — you’ll get access to two highly-acclaimed foodservice consultants, all from the viewing pleasure of your own home, office, or classroom.

“Rock My Restaurant” is the show that helps industry professionals build their restaurant from the ground up.

Episode 5: ServPoint Sequence of Service

Is your organization delivering on its promise during all points of guest interaction? This episode will go over a few ServPoint Sequence of Service examples that must be executed properly by your restaurant team to help deliver your brand successfully to each guest.

Here are some points that shape your guest flow and sequence of service:

  • Identify the optimum speed of service and train your team to achieve that.

  • Plan the physical path and space that guests will use to identify and design site lines and focal points of entertainment. “As a designer, I want to take advantage of my design and have the facility work as hard as the owner and the team are working, so it all runs in tandem,” Eric Norman explained.

  • Walk in the guest’s shoes.

  • Multiple POS stations are critical.

To ensure customer satisfaction and to measure if everyone on your team is performing at their highest level, the Rockers recommend utilizing metrics and technology to capture and analyze your restaurant’s service performance data. It’s recommended to share this information with your management, so your team can adjust and improve on weak points of service.

Performance Scope... out of Minneapolis does a fantastic job for clients I’ve worked with,” co-host Bill Bender added.

Want to purchase the Rock My Restaurant PRO Workbooks and follow along with each episode for a richer experience? You'll get the following assets:

  • The Proactive Management Guide

  • Top 8 Digital Musts for Your Restaurant

  • Ergonomic Impacts on Design

  • Millennial Report

  • Operating Systems Audit

  • and more!

Providing Your Staff a Quality Team Member Experience

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Watch this episode and more!

All six episodes are available to Foodable+ members. Membership is an all-in-one package of the game-changing trends, expert analysis, reports and insights driving the industry for the entire year!

This season on "Rock My Restaurant," Foodable Network is bringing you a premium content package of nine in-depth episodes that can be paired with our Rock My Restaurant PRO Workbooks, expert guides, and reports– all available for purchase.

Each episode, co-hosted by veteran foodservice industry consultants Bill Bender and Eric Norman, helps take your operation to the top. That's right — you get access to two highly-acclaimed foodservice consultants, all from the viewing pleasure of your own home, office, or classroom.

“Rock My Restaurant” is the show that helps industry professionals build their restaurant from the ground up.

Episode 4: Team Member Experience

A restaurant is only as successful as the team responsible for running it. As Rock My Restaurant Pro co-host Bill Bender explains, providing a positive experience is crucial to team success.

Team member experience consists of more than just an employee’s relationship with their peers. It includes their experience with the culture of the restaurant, as well as the design of the facility.

“Whether it’s prep cook, line cook, somebody making salads or dessert — Is their workstation set up correctly? Is it ergonomically correct? Do they have all the tools they need at that workstation to get the job done without being completely miserable running back and forth to the walk-in or to the pot sink?” are the questions fellow co-host Eric Norman asks.

Millennials in the Workforce

It is also important to consider what is important to your team. In this age, we see a lot more millennials coming on as team members in restaurants. With high digital literacy and an increased concern for the environment, managers might find they need to provide modern technologies and environmental conservation strategies. You can build loyalty in team members who take pride in representing your company.  

Want to purchase the Rock My Restaurant PRO Workbooks and follow along with each episode for a richer experience? You'll get the following assets:

  • The Proactive Management Guide
  • Top 8 Digital Musts for Your Restaurant
  • Ergonomic Impacts on Design
  • Millennial Report
  • Operating Systems Audit
  • and more!

Property Line to the Consumer

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Watch this episode and more!

All six episodes are available to Foodable+ members. Membership is an all-in-one package of the game-changing trends, expert analysis, reports and insights driving the industry for the entire year!

This season on "Rock My Restaurant" Foodable Network is bringing you a premium content package of nine in-depth episodes that can be paired with our Rock My Restaurant PRO Workbooks, expert guides, and reports– all available for purchase.

Each episode, co-hosted by veteran foodservice industry consultants Bill Bender and Eric Norman, will help take your operation to the top. That's right — you’ll get access to two highly-acclaimed foodservice consultants, all from the viewing pleasure of your own home, office, or classroom.

“Rock My Restaurant” is the show that helps industry professionals build their restaurant from the ground up.

Episode 3: Property Line to the Consumer

Appearance, accessibility and design are critical to a restaurant’s success. Choosing, designing and maintaining your property can mean the difference between attracting and repelling customers.

On this episode of Rock My Restaurant, Hosts Bill Bender and Eric Norman analyze what you should be doing to ensure your restaurant is catering to your guests and providing them with an enjoyably memorable experience. In order to provide that experience, Eric shares some advice given to him by his FCSI colleague and father, Ed Norman.

“You have to walk in the guest’s shoes and plan everything a guest and team member will experience in the entire facility.”

Some things to consider while planning:

  • Restaurant Visibility - Can you see your restaurant from at least 400 feet away?
  • Is there ample parking? Is it well lit? Do you have a guest drop off area?
  • How accessible is your restaurant? Do you meet all ADA and building codes in your local jurisdiction?
  • Landscaping is brandscaping - Landscaping should be a dedicated aspect of your design plan.
  • Signage - Be sure to represent your brand and attract customers while still obeying all signage laws.

Watch the full episode for more tips on what to consider when planning your restaurant design for your guests!

Want to purchase the Rock My Restaurant PRO Workbooks and follow along with each episode for a richer experience? You'll get the following assets:

  • The Proactive Management Guide
  • Top 8 Digital Musts for Your Restaurant
  • Ergonomic Impacts on Design
  • Millennial Report
  • Operating Systems Audit
  • and more!

The Core of the Brand Pt. 2

RMR_PRO-E2.jpg

Watch this episode and more!

All six episodes are available to Foodable+ members. Membership is an all-in-one package of the game-changing trends, expert analysis, reports and insights driving the industry for the entire year!

This season on "Rock My Restaurant" Foodable Network is bringing you a premium content package of nine in-depth episodes that can be paired with our Rock My Restaurant PRO Workbooks, expert guides, and reports– all available for purchase.

Each episode, co-hosted by veteran foodservice industry consultants Bill Bender and Eric Norman, will help take your operation to the top. That's right — you’ll get access to two highly-acclaimed foodservice consultants, all from the viewing pleasure of your own home, office, or classroom.

“Rock My Restaurant” is the show that helps industry professionals build their restaurant from the ground up.


Episode 2: The Core of Your Brand Pt. 2

The term “brand” or “branding” is often misconstrued by business owners. Oftentimes, the word is attached to the idea of just a logo, but it’s so much more than that.

Branding should be present in every aspect of a restaurant concept. In this episode of Rock My Restaurant, foodservice industry consultants and Rocker co-hosts Eric Norman and Bill Bender dive deeper into how to brand your restaurant. What sets you apart from your competition?

Guest Loyalty

Bill and Eric discuss 4 Steps for Building Sales: Bringing customers in for trials, improving your tech average, increasing party size, and most importantly establishing guest loyalty. By growing guest loyalty by just 5%, some restaurants can double their bottom line! Simple offerings such as  5% off discounts to returning customers can help build loyalty. You may need to make sacrifices up front, but you will ensure the return of customers throughout the year. 

High 5 Team Priorities

The Rockers also discuss Bill's High 5 Team Priorities. Your team should always be satisfying at least one of these priorities to ensure a quality guest experience.

  • Focus on one guest or party
  • Deliver the complete brand experience
  • Support the other team members
  • Keep your restaurant clean and organized
  • Perform station duties and prepare for new guests

Want to purchase the Rock My Restaurant PRO Workbooks and follow along with each episode for a richer experience? You'll get the following assets:

  • The Proactive Management Guide
  • Top 8 Digital Musts for Your Restaurant
  • Ergonomic Impacts on Design
  • Millennial Report
  • Operating Systems Audit
  • and more!

How a Strong Operator-Supplier Partnership Leads to Success

There's more to restaurant success than the perfect operation, service staff, chefs, or menu items. It all begins with the right ingredients, which is exactly where suppliers come in. How does having a strong operator-to-supplier relationship lead to success? Find out in this episode of "Rock My Restaurant," hosted by William Bender and Eric Norman.

And the two special guests joining them? The first is Katy A. Jones, who serves as vice president of marketing at FoodLogiQ, a supply chain management software company whose products aim to improve food safety, traceability, and sustainability. Jamie Davis, the director of supply chain of 400-unit brand Tropical Smoothie Cafe, also shares her insights on how to improve communications between restaurants and food sources.

What kinds of questions should operators expect to answer while evaluating their supply chain?

"What it comes down to is how do you balance between...food safety, your food costs...to what consumers are asking for?" Davis said. "How do you engage your suppliers to meet that need?"

Jones also brings up another concern operators should be aware of as they're moving from being a one-to-two-unit chain to a 15-to-30-unit chain.

"Do you have suppliers that can really grow with you?" She said.

A common challenge for a brand and its supply chain is staying true to its vision, Jones said. A chain can start with a strong brand promise, such as being a farm-to-fork establishment. When a chain expands nationwide, how can operators stitch their supply chain to stay true to their foundational values? 

Do as much research as possible, Davis encouraged. Take a look at suppliers' history, their processes, and their own goals and missions statements. You can never over communicate.

"Years ago, 10 years ago, 15 years ago, [with suppliers] you either take it or leave it. But these days, it's more of you build a relationship. You build a solid relationship with your supplier, with your customers, so you can succeed," Davis said.

Watch the full episode now to learn more!

Cost Control and Operator ROI with ENERGY STAR

The path to sustainability and energy saving doesn't mean you have to start running off the grid — it can be with a simple step in the right direction. In this episode of "Rock My Restaurant," join show hosts William Bender and Eric Norman as they sit down with Kirsten Hesla, product manager at ENERGY STAR, and Carly Burke, energy efficiency consultant at ICF International, to chat about how ENERGY STAR can take your brand to the next level.

The EPA's ENERGY STAR program is the largest, most successful voluntary energy conservation movement. Anyone familiar with the blue label knows to a certain extent that it means a product was stamped with efficiency approval, but what exactly does that entail?

Every year, ENERGY STAR products go through series of testing and are certified by third parties, signaling that those tools meet the highest standards in quality, performance, and efficiency — everything an operator should be looking for.

"So, that really means they're [operators] getting a high-efficient, high-quality product, and I think that operators who are looking to incorporate those types of products, or want to move to a more sustainable practice, or save money in general, these are the products that have been vetted through rigorous testing," Burke said.

ENERGY STAR also recognizes products through the Emerging Technology Award, which is an honor bestowed upon the best innovative technologies that reduce energy use and greenhouse gas emissions, all without sacrificing features or functionality. How can you find these products? On ENERGY STAR's commercial foodservice equipment page, operators can use a product finder tool that allows them to search for specific models or by category. There is even a rebate finder tool that allows buyers to find the best deals in their region.

The program aims to make the choice for sustainability and energy-saving easy. While some operators do not have the time or resources to research the best technology effectively, these ENERGY STAR tools take the guess work out through search engines and blue labels. But efficient products don't just save energy, they also save money.

As far as ROI, ENERGY STAR encourages the idea that they are two price tags associated with all equipment.

"One is the cost at the point of purchase. And second, and most importantly, is the cost of energy to run that product throughout its entire lifetime," Hesla said. "With ENERGY STAR, you know you're getting an efficient product, and your cost of energy over the course of [the] 10, 15 years you have that product, you're going to reap a lot of benefits as far as money."

Watch the full episode now!

Innovations from NRA Show 2016

At the NRA Show, the industry's biggest and most dynamic trade show and event, it is an endless sea of exhibitions, educational sessions, products, and new ideas across the 2.6-million-square-foot-space of Chicago's McCormick Place convention center. Needless to say, while every inch is filled with discoveries, it can get a little overwhelming.

In this episode of "Rock My Restaurant," show hosts William Bender and Eric Norman do the leg work for you. After walking the floor, they sit down and product review some of the best innovations they spotted at NRA Show 2016. Trying to figure out the latest software and technology to take your restaurant to the next level? Check out these finds and get ready to rock your restaurant.

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The Lineup

Noodoe: Noodoe could potentially be the next breakthrough in efficiency and speed of service. This device consists of a wristband, which servers wear, and a cube with different icons symbolizing different needs, such as a check or beverage refill, that the table of guests hold onto. These pieces of tech connect wirelessly to the cloud and effortlessly speeds up waiter-to-diner communications, and in the future, could lead to better communications to the back of house.

"I thought that [Noodoe] was pretty cool because it's fully customizable, too, so the owner or operator can put anything they want on there. So, depending on what side the little unit is sitting on, that's what translates to your wristband," Eric said.

Zenreach: Email capture and marketing is one of the most challenging aspects when it comes to improving your restaurant's client base. Through Zenreach, brands can build a database through their Wi-Fi. When guests log in by submitting their email addresses, Zenreach collects this information and brands can use these lists to drive sales in marketing, whether through sent reminders, customer loyalty programs, or other incentives.

HotSchedules: HotSchedules it a revolutionary, restaurant management platform. From talent recruiting, to a continuous training e-learning program, to flexible staff scheduling, to instant message communications, this software does a lot of hard work to make processes a lot easier. Not to mention other features such as inventory and asset management — what can't you accomplish with HotSchedules?

STUBBORN Soda: STUBBORN soda is a paragon of what craft beverage should be all about. Through its natural ingredients and unique flavors (Orange Hibiscus, Lemon Berry Açaí, or Pineapple Cream Soda, anyone?), guests will be thirsty for more.

"What this does is really allow an operator to be better, special, or different," Bill said. "They also have a wonderful dispenser for fast casual restaurants called a pumper."

TradingTable: Whether you are an operator, distributor, or supplier, it doesn't matter what side of the table you sit on — this digital, paperless ordering platform connects each party involved in the transaction. It is a seamless solution and is a total automation of a purchasing agent's duties. The system has algorithms set to help operators find the best prices for products, which they can then order through the platform.

Ovention: Ovention may look like a typical conveyor oven, but this high-capacity, high-speed oven has two shuttles, allowing chefs to cook different food items with similar cooking temperatures. Chicken strips cooking on one side (through closed cooking, which means no need for exhausts or hoods) can then switch over to cookies on the other. This maximizes versatility and speed.

Riage X3: Two words: massage chair. 

"You were able to fit that into your schedule?" Bill asked.

"Ahh, 20 minutes of pure heaven, man. I could hardly get out of the chair" Eric said.

Watch the full episode now!

Employees Are Team Members: Turn Have-to-Work into Teamwork

The only thing that stands between success and failure is a great team. And as the saying goes, the strength of each team is in each individual member — the strength of each member? In the team. So, how do you build a better team? In this episode of "Rock My Restaurant," show hosts William Bender and Eric Norman lay down the best practices for management and staffing.

New uniforms, new training techniques, new table manners, new approach — where does a brand begin when reinvigorating its service? The first step is to remember that the hospitality industry is one of people serving people. The human aspect is one that cannot be lost.

"People are so important in our industry. The old terminology is 'staff,' 'personnel.' Nowadays, we want team members," Bill said.

What Does Team Mean?

What is the defining difference in the word alone? When employees feel like a team member, they feel as though they are a part of something, compared to someone who just has to be there, Eric explained. So, how does the team member experience fit into the model of the restaurant business and what can operators do to incorporate this mentality?

Cultivating a Team Environment

The One-Minute Manager. This concept, which began as a book by Kenneth Blanchard, Ph.D., and Spencer Johnson, M.D., states the number one motivator is feedback on performance. Managers, executives, owners, and operators should focus on team members doing something right, as opposed to only addressing the things that go wrong. When leaders build on that, positive reinforcement generates productivity due to the happiness of employees. 

Environment Dictates Turnover. Poor training and unfit hires lead to a turnover rate of 20 to 30 percent year over year, with an average cost of $1,800-2,000 per turnover. Onboarding and weeks of training over and over again leads to a lot of wasted man hours. The key is to take away the anxiety from the first day and encourage a welcoming environment. By setting the standard of a welcoming environment, team members are encouraged to soldier through the challenges.

Comfort is Key. Something as simple as comfortable uniforms when moving between hot kitchen and cold dining room temperatures, specific team member restrooms, and team member storage areas go a long way. Extra steps to ensuring ergonomic design compounds into employee productivity. 

Incentive Programs. Customers aren't the only ones who should get rewarded. Mini-contests and other incentives boost team member morale and makes each individual feel as though they are are being acknowledged for their efforts in creating the best customer experience. When team members feel as though they are not taken for granted, they are more likely to be motivated and less likely to seek other opportunities, which is directly tied to less turnover and costs to the operator.

Watch the full episode to learn how to turn your restaurant staff into your team.