Archive for the ‘Motivation’ Category

A Desire to Serve & It Shows!

Posted by

“A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.”  Henry Ford

A Desire to Serve

I had breakfast with a friend of mine last week at a 50-year-old restaurant near downtown Fort Worth. That establishment may have the BEST example of a business that exudes a real “culture of service”I’ve ever seen. Was it a five-star place? NO. Look it up. The Ol’ South Pancake House. It’s what you would think, except bigger!

They had lots of seats and plenty of staff. When we arrived, they found us a table (booth) as quickly as possible. There was a slight wait, but the host was so pleasant. She seemed glad to see us. Neither of us had ever been to this location, but honestly, it felt like we were part of the family.

Once seated, we were greeted by the BEST server I’ve ever had. The only way I can describe Jennifer is that she was genuinely joyful to serve our breakfast. She smiled. She verbalized how happy she was we were there. She was interested in us having the best thing for breakfast based on dietary needs and desire.

Get Your Staff Enthusiastic

Listen, I don’t know how to tell you to help your staff get enthusiastic about the choices your guests make, but I can tell you as a guest, I LOVE it! The word that comes to mind about this server is authentic. She wasn’t faking it. She was happy and joyful. She had a genuine desire to serve, and it showed.

Maybe that’s the interview question we need to ask prospective or current employees. “How would you rate yourself on a scale of 1-10 when it comes to serving others, with 1 being I’m a help yourself kind of person and 10 representing a burning desire to serve others?” Then I would ask for an example of a time when they exhibited that kind of service.

A Spirit of Service

Back to Jennifer. She was friendly and tuned into the fact that my friend and I were going to visit a while. She never interrupted inappropriately yet tended to our every need. At one point during breakfast, my friend said, “Jennifer makes me want to ask her for one more thing just so she’ll come back to the table!” I’m telling you this woman was gifted with a “service spirit.” I know that may sound “woo-woo,” but it was just awesome!

We got to looking around, and you know what, the place was full of Jennifers. Every server was fully engaged when they were with a table. We even noticed a cranky couple at a table near us. Their server seemed to make it her mission to lighten up this meal for Mr. and Mrs. Cranky. It worked.

I think it may have had something to do with the fact that when she delivered breakfast, she did so with an enthusiastic, “Incoming!” and served them eggs and bacon in a royal sweeping style. You had to laugh. You have to get happy even when you are cranky! It’s bacon and eggs for crying out loud, and to me, it looks super important to the folks at the Ol’ South Pancake House for it to be a meaningful and fun part of each of their customer’s day. That’s a culture. They all believe what they are doing is important and they are consistently delivering service at a level I haven’t seen in a while! It was so honest and genuine.

Jennifer, if you see this…..I mean it, YOU are the best server I’ve ever had.

Wouldn’t it be cool for your guest service people to get tagged with that message?

Your “Give a Darn” Meter

Posted by

Ever lose your “Give a Darn”? Wonder where to find your staff’s, your husband’s, or your waiter’s “Give a Darn”?

I tell you, this might be the most significant “aha” of the month for me. There’s a great quote that goes like this: “People don’t care how much you know until they know how much you care.”

Give a Darn

I think that quote speaks to “Giving a darn.”  We’ve all walked up to a counter or looked for a service person only to be given that snarky ‘I’ll get to you when I can’ attitude. Or worse, you get the feeling you’re bothering them. Those folks don’t give a darn! I often wonder why people who are miserable at their job keep working at that job. I guess it’s not that easy except that if you give a darn, I’ve found that misery usually takes a back seat to the job at hand.

Listen, I think caring about what you do and how you serve others creates a way to enjoy your job, your family, your friends, and your life. I guess that sounds pretty grandiose but honestly if you can’t care if you can’t find a way to “give a darn,” why bother? Do something else!

Can it be that simple? I think so. Here are two really easy examples. If the redemption counter employee’s “give a darn” is high, then the counter is always stocked. There’s never any concern that things will look bare. If the folks who work in the sales office genuinely operate in a high “give a darn” zone, then they automatically pick up the phone and say, “Thank you for calling. This is Beth. How may I serve you?” AND they mean it! It’s easy. It’s natural. It’s fun.

When Things Matter

When things matter, and you really care about why, what, and how you do what you do, it’s easy to enjoy your work, your family, your friends, and your life!

Make it a great week and hey, think about how to get your “give a darn” in the red zone!

Get your Give a Darn Meter in the Red Zone!

 

Happy New Year from Trainertainment!

Posted by

happy-new-year-2017

HAPPY NEW YEAR!

I don’t know about you, but I was just getting used to it being 2016 and BOOM it’s time to move on to 2017. I hope you had an amazing year. And what I really hope for is that you are planning for the best in the New Year.

Personally, my family was healthy and happy. It’s hard to ask for more. Professionally, our TrainerTainment family grew as did our business. It sounds like I’m bragging (Oh, that’s because I am!). It’s fun to celebrate and I couldn’t be more proud of the people on this team. We grow only because our mission is to grow others and we’ve had the opportunity to do that in a big way during 2016!

My husband and I had a quick trip this week to celebrate the life of a special lady named Dora Lee. Dorie (as she was fondly called) was so dear to JD and his siblings. Dora Lee had that home that was the place kids gathered during the growing up years to play games, eat chips and dip, and wackies (check with me – I got the secret recipe).

It was so interesting to watch my husband interact as he visited with people he hadn’t seen in 30-40 years. People think I’m the social one in the family but honestly, my charming husband was the sweetest man in Berryville. Dorie would have been proud. Her children commented that she loved a good visitation and that’s what we had for sure.

This gathering made me think of why the family entertainment center idea has such a strong hold in most communities. It’s not really the mini-golf or the laser tag, video games, or bowling. It is that the real attraction is the social gathering made possible because there is a reason to come together. Clearly, Dora Lee was the attraction up at the “old home place” this week. And while she was the focus, the joy was shared by all who participated.

So, in 2017, it might be wise to promote the fact that although the fun of your stuff is awesome, the real reason to come play tag or bowl or win a prize is because you get to do that with someone you love. I personally am going to focus on playing more with those I love in 2017. What’s that great motto, “work hard, play hard”? I think that is a great strategy for the New Year.

If you want to work together on a strong 2017 strategy, I hope you join us on Jan. 12th& 13th!

Happy New Year, Ya’ll!

 

Beth

Motivation to Finish the Year Strong!

Posted by

motivation-to-finish-the-year-strong

Motivation is a tricky thing.

If you are a parent of more than one child, you know that each of your children requires a different method of motivation. The same is true for your staff.

The real key to motivation is to pay attention to how motivated you are. Your team pays more attention to what you do than what you say and are motivated to perform accordingly. They watch your attitude, the pep in your step, (or not) and they follow. Management is about treating everyone the same even though people are not the same. Leading others and inspiring them to do the work is far more motivating than making sure all the boxes from your SOP (standard operating procedures) checklists get checked. Many times, “management” is not very motivating.

Leadership IS about motivating others to get the job done “willingly.”

Motivation shows up in a lot of forms. I like to read or listen to what other great leaders have to say. We don’t have to make it up for ourselves every day. There are a lot of great tools easily available to help us get motivated. Here are my three best ideas to help you get more motivated today:

  1. I love Success Magazine. http://www.successmagazine.com/ It’s a great motivational resource. The articles are short. I think that’s important in our busy world and they include a free audio CD with amazing interviews in each issue. If you have even a little commute, I promise this CD will be something that will absolutely inspire and motivate you.
  1. Find other owners, sales team members, and assistant managers and create your own “mastermind ” group, so that you have a network to utilize as a resource when you need that extra motivation.
  1. Finally, tap into the TrainerTainment website, blog,  or Facebook. We are full of great ideas that are sure to motivate you, help you train, and make you more money (which can always be motivating…).

A Chance to Give Back

Posted by

a-chance-to-give-back

Last week we shared a bunch of ideas for holiday marketing. One of the things on my mind this week is that we have a great opportunity to give back to our community.

For as long as I can remember, I have always wanted to give back to my community. I raised funds for the Leukemia & Lymphoma Society for 15 years. This year, my dad was diagnosed with stage four prostate cancer, so I have been raising money for chemo bags to give out to patients going through chemo. Recently, I started volunteering and helping with the fundraising and social media of a school here in Jakarta that is providing education to asylum seekers and refugees.

It was when I was the party and front of house manager at iT’Z that I realized we, as a huge organization, had the power to make a big change in others and in our community. So, we started “iT’Z For a Good Cause” and worked with various organizations in order to give back. One year we donated over $11,000 to Texas Children’s Hospital.

The Incredible Birthday Party Project

One of the organizations in our industry that has done an amazing job is The Incredible Birthday Party Project. The Incredible Birthday Party Project was started by Incredible Mo’s and gives birthday parties to families in need. We know that kids only have one fifth birthday and to be able to make that an amazing and memorable experience is huge.

The reality is that there are children who never get to celebrate their birthday with a party. Watch this amazing video about Jessica, who was able to have her first birthday party at the age of 18 because of The Incredible Birthday Party Project. It’s amazing how the company has spread the word and invited other centers to join in on the project.

The holidays are one of the biggest donation times of the year. Organizations plan huge holiday donation drives and the Tuesday after Thanksgiving is #GivingTuesday, the biggest giving day of the year.

Be apart of something!

People always want to be a part of something. Being able to give back to organizations is a great way to be part of a community. How awesome would it be for your center to partner with an organization in your community? You don’t have to start an entire campaign, but you can be involved. Here are some ideas of how you can partner and encourage others to give back.

  • Plan a fundraising night – It’s fun and easy! Plan a night and encourage people to come in your center and give a portion of the day’s sales back to the organization.
  • Create a special package – You can run this for a night or run it for an entire month. Create a special package that includes food, drinks, and fun and give a portion of each package sold to the organization
  • Match Grant – The organization will do a lot of fundraising. Why not match it? Set the amount you will match and if they fundraise that on their own, you will match that amount.
  • #GivingTuesday – Show your support for a local organization. Have your team members bring in donations for the organization, let guests know you are collecting donations, and use social media to let your fans know you are supporting the organization and collecting donations. Encourage them to donate to them, too
  • Go Big! Host a bowling tournament or big event at your center.

There are so many things you can do to be part of your community. I hope this will inspire you to do something this holiday season or even throughout the year. If you do, we would love to hear about it and see your pictures, too!