It’s no secret; a restaurant’s success is directly linked to the performance of its staff. And the key to getting the maximum performance out of your employees is to make them feel like they are part of something special.

On a continual and consistent basis, you have to let them know that they are part of a TEAM and they play a vital role in the success of your business.

Simply hearing your enthusiasm for your business will only take you so far. You must live this every day. Make sure they see you consistently exhibiting your high standards of guest service, exceeding customer expectations, and maintaining high food quality standards. Don’t just tell them – demonstrate it in all you do. It’s the classic adage of “Leadership by Example”. Nothing works better.

Set the Standards

Statistics show that establishing a clear, easily explained structure for duties, schedules and standards is actually preferred by the average worker. This helps them know what is expected and it also helps management evaluate performance. This starts with an Employee Manual.

Having a standard Employee Manual is a common sense business practice. It should be reviewed before an employee comes in contact with any customer. The employee should also be required to “sign off” that they have reviewed the manual with management and they understand all the information provided. This not only sends a message of responsibility on their side but it also protects you from possible legal backlash in the future.

Scheduling For Success

Labor costs are not controlled by paying low wages. They are controlled through scheduling and improving employee productivity. Productivity is increased through training, better facility layout and the use of labor saving equipment and products.

Realistic productivity standards must be established for each job category. When you’re making staff schedules, create a job slot list. This will help you determine the number of people you need, doing a particular job, at a particular time.

This list will change for different day parts or different days of the week. It’s better to start off scheduling too few employees than too many. Begin by staffing lean. The greatest portion of labor cost is a fixed expense. There is a certain “bare-bones” staff that must be on duty, just to open the doors. At this point, labor can’t be reduced without lowering standards of the operation.

The variable expense occurs while adding personnel as business increases. As productivity reaches its max, additional personnel can be added. Management remains the key element in improving employee productivity. Explaining the “why” of procedures, policies and standards will help develop positive attitudes in your employees. They don’t want to be told “what to do”, they also want to know “why it’s important”.

Invest in Your TEAM

Setting expectations for personnel to multi-task is one thing, overloading key personnel to reduce labor cost is another. It will ultimately result in the loss of quality personnel. If the goal is to have employees productive, an investment must be made in THEM. This includes training, mentoring and coaching.

Training is essential for employee success. Talk with your food distributor to work with you on product and sanitation training. Educating your staff on your offerings with food tastings and menu descriptions will give them the tools they need to sell. You can’t sell something you don’t know anything about.

Sharing and Recognition

Communication plays a big role in solidifying your TEAM. Sharing numbers about the operation that you feel comfortable with will help create a feeling of involvement. Acknowledging success stories, best practices and promotional accomplishments will encourage similar behavior.
Shift meetings are a great place to listen to feedback on issues or concerns. Make yourself available to listen to your staff when they have something to say and encourage them to communicate with each other. Sharing and communication is the foundation of any successful TEAM. The TEAM will never gel until you have this critical piece in place.

THE NUMBER ONE MOTIVATOR FOR EMPLOYEES IS APPRECIATION AND RECOGNITION.

There’s no doubt, you must have a competitive compensation package. However, the quality, work ethic, honesty, attitude and dedication of your employees will rest on the recognition of a job well done.

Offer a positive comment – even if you have to search for one – before delivering constructive criticism of any kind. They will be more receptive to your message.

Daily and weekly contests are great way to generate enthusiasm and consistent recognition. Plus, it will help you steer improvement in those areas of your restaurant that need it the most. Again, look to your food distributor for help with this. For example, if you want to encourage sales of a particular menu items or limited time offer, see if your food distributor can pull some incentives from their manufacturer reps.

Sometimes the best form of recognition is randomly catching employees in the act of great service. You can even set up a system for this. Call it RA RA! (Random Acts of Recognition and Awards).

This is a simple system of rewarding employees on the spot when they go above and beyond. It can be something as easy as a stack of gift cards or movie tickets that your manager keeps in his pocket. When a random act of great service is committed – he gives one out on the spot.

The bottom line…you can spend all the money you want on marketing to get customers in the door, but unless you have a high performance TEAM to service those customers, it’s like throwing money down the drain.

Most business owners don’t use postcards as a marketing tool, and those who do, use them infrequently and haphazardly with no strategy involved.

However, postcards are so cost-effective they can be a high-frequency sales building weapon. Because they are 6 times more likely to be read than a direct mail letter, they are also a high-impact weapon.

Best of all, postcards have a high recall by recipients for three reasons:

• The use of color or a picture provides a visual that is easily remembered
• Postcards are intimate by nature and are much more personal
• They are quickly noticed in the mass of daily mail

The power of postcard marketing starts with message repeatability.

One side of the card is your “billboard”. Ideally you want to print a headline that screams value – the single most important benefit you want to communicate to your customer. Adding a photo and some color with the headline is also important.

The other side can contain a message specific to an individual mailing. And you can also add a handwritten message, signature, and address to personalize your mailing. And every time you mail a postcard, your prospect sees your value statement.

A scheduled campaign is the next step. Mail one every two weeks for two months. Or mail one a month for six months. Establish a frequency that fits your product and your offer and stick with it. You’ll be top-of-mind in your prospects eyes for very little money. Postcards work well in tandem with other marketing weapons like e-mail or text messaging. In fact, it’s shown that combining direct mail with email can improve marketing results by 27% or more.

What makes postcards most powerful is when you add personalization.

With the advent of variable print technology, you can create postcards using your customers name in creative ways that are sure to capture your customer’s attention. You can have their name written on a beach, on a billboard, in a newspaper headline, on a pizza box or on football jerseys promoting a big game day promotion. Studies show that adding personalization to your postcard mailers will increase response rates by up to 40% vs. generic mass mailings.

And personalization doesn’t have to end with your customer’s name. If you have a customer loyalty program or POS system that captures customer data such as their last purchase date, most active purchase day or most popular menu item, you can incorporate that information into your postcard mailings too.

The more personalized you can make the postcard, the more effective it will be. Not only will the response rates be higher but the people who respond will spend more money. According to research by the Direct Marketing Association, consumers who respond to personalized direct mail will have a 24% higher average ticket.

So remember, to deliver an effective postcard marketing campaign be sure to:

• Personalize
• State your value
• Repeat it
• Repeat it again
• Keep doing it

Every weekday…100,000 pharmaceutical reps take out or deliver $4 million in food from restaurants just like yours.

The average catering budget for a pharmaceutical rep is between $800 and $2500 per month! That means within your take-out or delivery area alone, pharmaceutical reps are spending between 1 and 3 million dollars a month.
How much of this are you getting?

Having a well planned marketing strategy to target pharmaceutical reps can bring BIG sales during lunch and dinner. That money has to be spent somewhere. It might as well be YOUR restaurant.

To help you get your piece of the pie, here are some things to consider when catering to pharmaceutical reps.We’ve categorized these considerations between Lunch and Dinner. What your about to read is feedback received from actual pharmaceutical reps. This is what THEY look for in a restaurant and what drives their buying decisions.

Lunch:

1. Offer all major credit cards including American Express. Different Pharmaceutical companies provide their reps with different credit card brands. The most common is Visa but some do use American Express.
2. Offer delivery and set up. The key to marketing to pharmaceutical reps is to make their life easier.
3. Provide quality packaging to offer great presentation. When a rep provides a lunch it is a reflection of them and their company. Presentation appeals to both the office staff and physician.
4. Offer drinks and dessert for off-site catering
5. Be On Time!
6. Always provide an itemized receipt or invoice of what was ordered. Pharma reps use this for their expense reports and having this available with every order will make their life easier and motivate them to use your restaurant more frequently.
7. Provide flatware, plates and serving utensils FREE OF CHARGE. It is a major irritant when restaurants choose to charge for this service.
8. Have one person in your restaurant dedicated to handling pharmaceutical rep lunches. They prefer one point of contact and the ability to establish a relationship.
9. Offer them a Rewards Program. Pharma reps are spending their company’s money and a rewards program provides them a way to personally benefit from the money they spend on lunches and dinners.

Dinner:

1. Provide privacy with a private room. Dinners usually involve a speaker which requires the proper environment.
2. Have a screen and projection equipment.
3. If you are going to require a minimum, make it reasonable. An acceptable amount.
4. A pre-set menu is acceptable as long as you offer 2-3 choices for the main entree.
5. Have one person in your restaurant dedicated to handling pharmaceutical rep dinners. They prefer one point of contact and the ability to establish a relationship.
6. Offer them a Rewards Program. Pharma reps are spending their company’s money and a rewards program provides them a way to personally benefit from the money they spend on dinners.

How Do I Get Started?

After you have considered the above needs, you will need to start targeting reps AND their offices. Usually a rep will order from the restaurants their offices request. So the fastest way to get into this market is to target the doctor’s offices.

Restaurantpartner.com offers a variety of pre-designed postcards that target Doctors Offices. You can also purchase a mailing list for all the doctor’s offices in your area. This will get the word out. You should also follow up the mailings with a personal visit to the offices.

Once you receive an order from a pharma rep, pull out all the stops and OVER SERVICE THEM. Again, it is all about making their life easy and giving them a personal reason to come back and tell their offices about your restaurant.

Once they come in, DON’T LET THEM LEAVE WITHOUT CAPTURING THEIR CONTACT INFORMATION. Ideally, you will get them enrolled in your customer rewards program right away and give them an incentive to spread the word among their associates.

Usually, marketing to pharmaceutical reps is a grass roots effort and grows through positive word of mouth and attention to detail. Listen to them, reward them and don’t let a bad experience go unrepaired. The reputation of your restaurant among the pharmaceutical rep community can spread awfully fast, both positive and negatively.

Want to attract a lot of applicants? Then talk to them in “their language. You see, they really don’t care that YOU need a driver. They only care about what THEY get.

Hot buttons…

$10/Hour Guaranteed!

The guaranteed hourly pay is an eye catcher (explain that this includes “per run fees” (if any), tips, and their hourly pay. Also explain that ALL of your drivers are making at least $10 (or whatever) per hour. And that if they are not making at least that much… you’ll want to know why… are they too slow? Can’t find their way around? Rude at the door? I only reached into my pocket twice to hand a driver a couple of bucks – and each time it was a legitimate payout.

Cash In Your Pocket Daily!

What kid doesn’t need cash everyday? Point this out to them in the ad. They’ll actually have a little picture in their mind of holding a wad of cash in their hand.

Easy hours…

Again, paint a picture for them.

Now here’s the funny thing about this ad… it pulled so many applications that some of the kids will ask if you have any other openings – if you’ve already hired all the drivers you need. Plus, they always seem to have a friend or two looking for a job at the same time. In fact, I never again ran an ad looking for cooks or counter help. This ad – kept me staffed up. Try this ad. It’s worked like magic for years.