Profitable Hospitality Podcast

Let’s challenge the wide-spread perception that Millennial or Generation-Y employees are a problem: self-centred, too casual, a short attention span and living on their phones. Every generation says the ‘young ones’ are a disappointment - conflict between young and old is nothing new! In this interview, Ken Burgin talks with Dr Chip Espinoza, author of the new book Millennials Who Manage – How to Overcome Workplace Perceptions and Become a Great Leader. The Millennial generation is now the largest of the working age groups (USA) – more than Gen X (born 1960-1979) and the Baby Boomers (1945-1959). We need to build their skills and prize their ability. They expect more frequent training, and don’t need a manager to give them information – they can find it themselves. Let’s use their more casual approach to improve our hospitality, and their ease with technology is exactly what we need more of. This interview (and book) is full of practical ways to turn your young workforce into a competitive asset for the futu

I’ve followed Bob Phibbs the Retail Doctor for quite a few years – he writes terrific articles about all aspects of retail: trends, sales improvement, customer service and employee training. He’s also a motivational speaker and consultant, working directly with retailers to improve their sales and reputation. Many of the issues faced by retailers apply to hospitality – we have employees who need training and motivating, a highly competitive landscape and customers who are always ready to leave us for a better offer! In this interview, we started talking about the retail opportunities for restaurants and cafes, and quickly moved onto the topic he’s most passionate about – creating great sales through great service. This was a brilliant conversation – I know managers, restaurant and cafe owners will get great insights into training, customer and employee personalities, and so many extra ways to make sales and build customer loyalty. Make sure all your people listen to this!

In most places, there are all the customers you ever need within 10 kilometres (5 miles) of your business. But we’re often so busy promoting far and wide, that we forget the simple and effective neighbourhood activities that work so well for restaurants, cafes and bars. Many of them you can do for free. In this podcast, Ken Burgin goes through dozens of ways you can connect with local customers, employees and suppliers, and build strong relationships. Plus the many ways you can reinforce these connections through social media and your website. Lots more Sales & Marketing resources and ideas at Profitable Hospitality...

There are many small moments of service after the first welcome - together, they add up to a powerful positive (or negative) experience. It could be on the phone, at the front door, tasting the food or all the way through the cycle of service from arrival to departure. In this interview Ken Burgin talks with restaurant consultant Kate Edwards about her many years in the hospitality as a manager, adviser and trainer. She has just published her first book Hello! And Every Little Thing That Matters – it’s a powerful and easy-to-use manual on how to create a quality relationship with customers by paying attention to detail and making the little things count. Based in New York, Kate has worked with some of the biggest names in the hospitality industry, from Le Cirque in New York to The Viceroy in Anguilla, as well as restaurants at The Essex House and The Plaza Hotel. Her company creates service and training programs for hospitality businesses and provides coaching to owners, general managers, lawyers, and entrepr

There’s an army of bad people who want to hack into your personal privacy, bank account and digital devices. They’re also keen to get into your business equipment and access the transaction details, payments and customer information held there. Many hospitality operators leave their systems wide open to attack. In this interview, Ken Burgin talks with Bob Frazier of POS-Advice.com. He’s spent many years selling, installing and now advising on the best POS systems, plus the wide range of integrated services that make a POS the digital heart of your restaurant. We talk about defining your needs, comparing the competing offers, and what it takes to create real security. When you have a new system, set up strong protection for your money, your data and your customer information.

It’s exciting to talk to a business owner about how catering and events have changed over their 20 years of operation. The hospitality industry does not stand still, and only the smart have survived – new food and event trends, government regulations, glamorous venues, and customers who want more and more for the very best price! In this interview, Ken Burgin talks with Ross Mitchell, one of the owners of Forte Catering & Events, and the Nosh Staff Agency in Sydney. We discussed how Forte have diversified their business to strengthen cash flow, the importance of watching financial reports, and the constant cycle of new competitors and venues. Plus new developments in marketing, and the challenge of customers who are so well informed from their online research.

Why are some people so successful with business, and others struggle? We see it time again – entrepreneurs who create a great restaurant, cafe or bar that is immediately loved by customers, with good staff, a popular product and excellent profits. And then they do it again and again. In this podcast Ken Burgin looks at what makes these people tick – how they think and develop a vision, how they relate to other people, and how they follow through with their ideas. Plus their readiness to take risks, make sacrifices and accept responsibility. There’s not one just standard for success, but there are definitely a set of thinking patterns and attitudes that can be copied if you want to achieve great results in business.  Find out more about Ken's attitude to business success in the Profitable Hospitality newsletter and blog, plus these podcasts - hundreds of articles and insights about better results for restaurant, cafe and bar.

You want your marketing to make a big impact, but the budget is tight! And maybe you’re just being cautious as you learn the ropes and sort through the social media hype. You need to choose the right social media channels, and show how the money you spend will lead to an increase in customer visits and sales. Measuring the Return on Investment takes a different type of thinking. In this interview, Ken Burgin talks with social media marketing expert Leslie McLellan. Her business Just a Small Town Girl works with small cities, rural towns and the small businesses within them. As she says, ‘when done correctly, social media marketing is equivalent to winning the lottery. Lake Arrowhead, CA., the small town resort community I marketed for two decades, was saved by social media’. She shares dozens of great tips and suggestions for stretching your marketing dollars – you’ll love Leslie’s enthusiasm and generosity. It’s time to take action, and pick up the pace!

Seafood sales are up, and consumers are convinced about the health-benefits of fish, but they’re often wary about taste, texture and bones! There are also big changes in the supply chain – fishing, farming, processing, labelling and regulation. It’s a lot for restaurant operators and chefs to handle! In this interview, Ken Burgin talks with Roy Palmer, Australia’s Mr Seafood. He’s had a long career in the industry – commercial fishing, aquaculture, fisheries, food safety and even running his own fish shop. He is committed to raising the profile and consumption of seafood, and sharing information with business owners, politicians, consumers and the media. You can contact Roy through Linkedin

Last month, Australian mainstream and social media lit up with reactions to suggestive comments made to a TV journalist by a well-known cricketer. What he thought was just ‘having some fun’ was interpreted by many as a blatant case of harassment, and and example of the pressure many women feel to stay quiet and ‘just ignore it’. A lot like the daily banter and harassment experienced by some female (and male) staff in hospitality workplaces. In this interview Ken Burgin talks with lawyer Richard Edwards of Whites Legal, and HR specialist Natasha Hawker of Employee Matters. We talked about definitions of harassment, how to implement a Sexual Harassment Policy, managing staff with ‘big personalities’ and rules about language, behaviour and protecting vulnerable employees. Make use of the HR resources available in the Profitable Hospitality Download Center.

Social media is a hungry beast – to make a real impact on your fans and followers, you need to be posting a photo or news update at least once a day. Or more! That’s a lot of pictures and information, especially if your main job is organising service, food and lots of employees – who has the time? Part of the panic comes from ‘what will I photograph or write about??’, so in this podcast Ken Burgin goes through 10 different content areas, most of which will be very familiar to you. From special deals and announcements, to community activities, anniversaries and a look behind the scene. Once you have the inspiration and content, pushing out something new each day will be a piece of cake! Find dozens of ideas and inspiration for content at the Profitable Hospitality Online Marketing Dept, and boost your skills and confidence with the online Social Media Marketing Workshop. 

One thing’s for sure: Facebook marketing options keep changing, and it’s a challenge to keep up! There’s more focus on photos and video, easier ways to run competitions and the need for better quality posts. And paid advertising is essential to get any sort of reach. In this interview Ken Burgin talks with Facebook marketing expert Luke Moulton from Plankton Digital. He’s been working with online marketing and social media channels for many years, and focuses on getting the best value from advertising dollars. Facebook ads should now be a part of your weekly promotional budget – there are so many ways it can reach your exact target audience with the right message. Luke shares some great examples and shortcuts on how to make your Facebook marketing much more effective. Make sure to follow Profitable Hospitality on Facebook and use our Online Marketing resources.

Wishing and hoping - for more profitable restaurants, cafes, hotels, clubs and bars. More efficient, less stress on the managers, better profit margins, more enjoyable to visit and more attractive to the quality staff we want to find. I’ve based this podcast on discussions with many business operators and podcast guests over the last 12 months – I’m getting it off my chest! Looking at better ways to manage figures, bookkeeping and profit margins, management skills, employees and marketing. With great uncertainty in the world economy and widespread conflict, now’s the time to strengthen our foundations and increase the quality of what we serve. A strong business can offer high-quality hospitality. Use the comments and me know what’s on your wishlist for 2016. 

It’s no surprise that podcasts and articles about employee management are the most popular content on Profitable Hospitality. Finding the right people and creating a strong team are a constant challenge for restaurants and cafes of all sizes. Recruiting a new chef, training a manager, or showing a team how to be more efficient – the work never stops. In this interview Ken Burgin talks with Natasha Hawker of EmployeeMatters. In her work with clients (and in her book From Hire to Fire), she uses a 9-step Employee Life Cycle to explain the recruitment, management and exit stages in every employee’s time with a business. She also emphasises the importance of strong legal foundations – the right policies and compliance measures to reduce risk and protect management. This is a great conversation for business owners, managers and chefs who want to build a strong and productive team.  

The‘trends treadmill’ can be a challenge – at the end of each year, a wide variety of chefs, food writers and pundits come out with their predictions for the following 12 months. What will be hot and what will not – ingredients, flavours, concepts, cooking and service styles. Plus the brands they see growing and declining – it can be overwhelming! It’s also interesting to look back at predictions made in the last few year – some of them keep recurring. In this episode Ken Burgin has surveyed 16 different food trend articles for 2016 and pulled together the key themes. It is important to be aware of changing trends – customer taste is changing, and new competitors suddenly appear and capture people’s imagination. TV is a constant influence. You can’t afford to ignore what’s going on around you.

Busy days, busy lunch or a crazy coffee rush – if you don’t have everything well-organised you will be missing out on some great profit opportunities and making everyone’s work more difficult. In today’s impatient world, everyone wants service, food and drinks right now! In this podcast Ken Burgin looks at two key factors and a host of different ways to improve speed with less stress and more efficiency: good preparation, good equipment and great systems. Sometimes you need to change the layout or upgrade machinery, and sometimes it’s about being more organised and having the right staff. When it all comes together, you’ll have a business that serves everyone in the crowd, makes them happy and fills your bank account!

It’s been a great year for podcasting, both what we’ve produced for Profitable Hospitality, and for the spread of the podcast medium. More and more people know what podcasts are, how to find them, and how easy it is to tune in to your own 'personal radio station’. You no longer need to make an appointment with a regular station and hunt around for the episode if you missed it - what you want is there whenever you want it. We presented a podcast for all 52 week of the year in 2015, and I learned so much from the people I interviewed and the subjects I researched. In this final episode of the year, I talk about particular lessons learned in the areas of Marketing, Personal Development, New Business, Productivity and Staff Management. You can see all the episodes mentioned here. Thanks for all your comments, reviews and feedback - it means a lot to me. Here’s to a great year in 2016! Ken

Happy, friendly, fun, cheerful – definitely words you want associated with your business. Sometimes you've chosen well with staff who smile and share their enjoyment of life. Other times we need to remind them – hopefully their efficiency makes up for the occasional gloomy look. For many, it's been a challenging year, and your job has been to keep smiling, creating warmth and hospitality for customers. There are many ways to 'build in the happiness’ so it doesn't depend on having a comedian at the bar. Ken Burgin goes through his Top 20 list of how to make sure your business is a genuine place of hospitality, 365 days of the year.

Restaurant and cafe owners are often nervous about food bloggers, worried about what they will say and who will read it. But don’t we want more people hearing and talking about us – of course we do! It’s just taking some operators a while to get used to the huge diversity of blogs and social media activity, and the hunger for novelty and new flavours. In this interview, Ken Burgin talks with Lee Tran Lam, a food writer and editor, with her own food blog and podcast The Unbearable Lightness of Being Hungry. We discussed the changes she’s seen in food publishing, how to reach and engage with food bloggers, the role of PR agencies and the #1 factor that will catch the eye and interest of foodies and potential customers.

One minute I was interviewing Steve Cumper about his famous Red Velvet Lounge, and then a few months later it was gutted by fire! Every owner’s worst nightmare – a thriving business turned into a smoking ruin. You can hear the interview I did with Steve back in July 2014, and this time around, we talked about rebuilding and relaunching. Steve has built up a big community of friends and fans in the small town of Cygnet in Tasmania. They rallied around in so many ways to help with the recovery, and he also had to work with his landlord, insurance companies, creditors, equipment suppliers, finance companies and staff to get things back on track. Plus the town’s expectatios that things would return to exactly how they were before. There are so many lessons here for how small operators handle ‘risk management’ – one of those terms we usually shrug off, but here it come to life in full, flaming colour. Steve is an interesting and articulate guest – enjoy the interview and please learn from his experience.