In this episode with Doug Mullins, we discuss:

• Anticipating guest needs and exceeding their expectations.
• Connecting with your guest by listening, processing, and retaining.
• Growing your community by connecting your guest.
• Mastering time management to scale.
• What qualities to look for in employees.
• How to take over a failing business.
• Changing atmosphere to change culture.
• Not over addressing a paticular demographic.
• entering into a franchise to steal ideas.
• Finding the perfect balance of systems and culture.
• The “Nine Box Model”.
• Using organizational charts and chains  of command to improve communication and structure.

After receiving a degree from western Illinois university, Doug pivoted to a career in sales. 1991 he opened his first bar and grill and would open 3 additional operations by 2005. in 2004 Doug bought into a national sports pub franchise, and then transitioned to become a franchisor consultant for that same operation. In 2014 he joined Ouita Michel Restaurant Group as their Director of Operations, where he remains to this day.

Show notes…

Favorite Success Quote or Mantra.

“Service is the science of meeting guest needs. Hospitality is the art of exceed the guests expectations.”

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Knowledge bombs

1. Which “it factor” habit, trait, or characteristic you believe most contributes to your success?

   • persistence

2. What is your biggest weakness?

   • inability to not take things personally

3. What’s one question you ask or thing you look for during an interview?

   1. look for the ability to make connections.

4. What’s a current challenge? How are you dealing with it?

   1. continuing to implement systems in a meaningful and productive way.

5. Share one code of conduct or behavior you teach your team.

   • treat peopole the way you want to be treated.

6. What is one uncommon standard of service you teach your staff?

   • Never say, “No problem.” Instead say, “My pleasure.”
   • The “Ten-Four-Rule”
     • at ten feet away acknowledge the guest visual.
     • at four feet away acknoledge the gust verbally.

7. What’s one book we must read to become a better person or restaurant owner?
   GET THIS BOOK FOR FREE AT AUDIBLE.COM 

   1. The Four Agreements.
   2. Multi-Unit Leadership: The 7 Stages of Building Profitable Store Across Multiple Markets.  
   3. Full Catastrophe Living: Using the Wisdom of Your Body and Mind to Face Stress, Pain, and Illness

8. What’s one piece of technology you’ve adopted in your restaurant and how has it influence operations?

   • HotSchedules

9. If you got the news that you’d be leaving this world tomorrow and all memories of you, your work, and your restaurants would be lost with your departure with the exception of 3 pieces of wisdom you could leave behind for the good of humanity, what would they be?

   1. Live in the moment.
   2. Learn from y our past.
   3. Always look forward.

Contact Info

Linkedin

Facebook

email: douglas.mullins@gmail.com

Thanks for Listening!

Thanks so much for joining today! Have some feedback you’d like to share? Leave a note in the comment section below!

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Huge thanks to Doug Mullins for joining me for another awesome episode. Until next time!

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The post 452: Finding the perfect balance of systems and culture with Doug Mullins appeared first on Restaurant Unstoppable.