Ethos Vegan Kitchen Has a Winning Recipe!

Some restaurants have great food and some have great atmosphere, but VERY few have both. Today I discovered Ethos Vegan Kitchen, a neighborhood charm in across the street from Gaston Edwards Park in Orlando. Well, I didn't exactly "discover" it by accident, I found it after I did a search for vegetarian-friendly outdoor dining in Orlando. Ethos had some of the highest online ratings on various restaurant search engines such as my VegOut iPhone app where they hold a Five Star rating with 56 reviews! On Urbanspoon 90% of 372 people like it! According to Ethos customers, owners Laina and Kelly Shockley know how to please!

From the online photos and the view from the road, I wasn't so sure about the restaurant. But as soon as I stepped inside, I felt at home in this inviting atmosphere. The warm yellow and red tones on the walls are accented with brick and wood. The floors are partial tile and partial rough concrete. It works very well for this down-to-earth locally-owned restaurant. The lighting is just right--not too high or low. And the music is a mix of sensual tunes like Midnight In A Perfect World by DJ Shadow and Brown Skin Lady on Black Star, an album assembled by emcees Mos Def and Talib Kweli.

While I was in line, a talkative birthday girl celebrating her 40th randomly introduced herself to me. I told her it was my first time to this restaurant and she raved about the food telling me that everything on the menu is fantastic. She was talking among lots of her yogi friends in line telling them all about the fabulous food.

It was quick and easy to place an order. You order at the front register and then they bring the food to your table. The two tables near the front windows are great seating with a view of the park and lake. It's also a nice spot to sit if you're waiting for a friend to arrive before you place your order. The front windows are bright and beautiful in the daytime! And if you're inside, you can access free WiFi.

Near the back of the restaurant, there's a great area with not only tables, but also a couch and some chairs. It's a comfortable place to congregate and that's just where the 40th birthday girl was schmoozing with her friends.

No business is complete without local art! If the number of pieces were a measure of their commitment to local artists, then I would say that Ethos is very committed to the well-being of the local community--not only in providing tasteful vegan delights, but also in supporting local artists. In fact, when I asked about the art, one of the employees told me that they recently had an art show put together by their resident artist, Scott White.

"Resident artist?"

How many businesses can boast of their resident artist?

Apparently Scott recently coordinated an art show displaying collaborative art among local artists. How much more can one restaurant help create camaraderie among local artists and customers? Check out this creative concoction between Scott White and El Shanebo. Priced at only $60, this piece is sure to be adopted by a customer very soon! I like how they used both images and words in this work entitled "Go Robot."  Learn more about Scott at his website GhostsOfScottWhite.

After you've had a chance to check out some local art, be sure to check out the scenery. If you're near the front of the restaurant either inside or out, you can look across the street and through the park to see the lake. I saved the best for last. Not only can you get great healthy food here, but you can also sit outside and enjoy the your meal in a covered area. Rain or shine you can enjoy the fresh air, well at least as fresh as it can be alongside a street with occasional cars going by. And you can also enjoy the green plants in the eating area.

 

But that's not all that's right about this restaurant. They have three restrooms with signs on the door that say "bathroom." That makes so much sense! Other less efficient restaurants can learn from this. If the ladies room is locked at Chipotle or another restaurant where they label the doors "men" and "women," I often use the men's room because it's not an efficient use of any woman's time to wait for the women's room if the men's room is free! Yet so many obedient female customers do just this--they wait and wait and wait, and don't never complain to management! If you want to learn more about my restroom philosophy, check out my "Gotta Go" video on YouTube:

When I was planning my trip to Orlando, I thought about contacting owners Kelly or Laina in advance to see if I could interview them, but I didn't want my first experience to be swayed by people who have a vested interest in the business. I'm not even sure if they were in the restaurant for the majority of my time here, but I'm pretty sure they weren't there most of the time because I didn't see anyone who looked like them walking around the restaurant. 

That's even more points for this successful business--for their willingness to show their faces on the About page on their website and one more point for the fact that the customer experience is fabulous whether they're here or not.! I saw lots of happy customers coming and going and I didn't notice even one complaint or go-back! All the staff was friendly and you can learn more about them on the same About page. It's clear that the owners value their employees.

At most restaurants I have to search for ways to say more positive things than negative, but the opposite is true here. If I were to offer a few suggestions for improvement and potential for increasing profitability, here's what I'd say in order of priority: 

• Collaborate with a sustainable local greenscaper to improve the outdoor seating area by adding an enveloping, rejuvenating greenspace, perhaps even including some edibles.
• Offer consulting services to other locally owned healthful restaurants in Florida. You obviously have a tremendous scope of talents that other like-minded restaurant owners need.
• Open a second Ethos closer to a place with higher foot traffic, like St. Augustine please : )
• Set a goal to continuously increase your 50% organic food to higher percentages over time.
• Add more character and context to your restroom. When people are sitting around or standing in place for a minute or two, you have time to give them a message. Don't lose this opportunity.
• As it got dark, the track lighting on the ceiling felt a bit harsh--replace purple/redish bulbs with something less harsh. It distorted the color of the artwork after sunset. 
• Add free WiFi to the outdoor seating area.

Next time you're in Orlando, I highly recommend that you stop by here for at least one meal. I'm sure I'll be coming back!

Go for Green Hair in a Sunlit Chair

How can you tell if your hair salon is green and the staff cares about the health of their employees, their customers and their community?

Here are just a few things you can look for next time you head to the salon:

Management Commitment

The owner is committed to creating a sustainable and healthful business. Lisa Thomas, Owner of Verde Eco-Salon, believes in providing a safe, nontoxic, environment for her customers.


From the time you step in the door, you can see that she has designed her salon using repurposed furnishings. Check out the beautiful antique wood pieces that she uses for storage near the reception desk. And this is just the beginning!

Safe Products

If you have your hair colored every four to six weeks, it's important to know what your body might be absorbing through your skin and lungs. Next time you're at the salon, ask about the products that are being massaged into your scalp. Ask for the brand names and then look them up on the Environmental Working Group (EWG) website to check on their safety rating. You might be surprised at what you discover.

At Verde Eco-Salon, they're using Organic Colour Systems, a paraben-free, ammonia-free, formaldehyde-free, thioglycolate-free, cruelty-free, organic, environmentally friendly, fair trade product. I'm very pleased to do business with a company like this, even if it's indirectly.

In case you aren't familiar with the effects of ingredients that may be in your hair products, check out some of the recent and potentially fatal health concerns linked to formaldehyde.

When a business chooses to use or sell a product from another company, they're supporting their supplier's principles and ingredients. They're partnering with the beliefs and values of their suppliers. That's why health-conscious customers who have their hair done here at Verde Eco-Salon are more likely to head to Whole Foods or Native Sun instead of Food Lion on their way home. They want to do business with companies who screen their suppliers.

Media, Music & More

Over the years, I've been to a lot of salons that had TVs, but you won't find this distraction at Verde Eco-Salon. It's just one more thing I like about the atmosphere. TVs discourage conversation and it's impossible to find shows that all your employees and customers will like.

Verde plays nice music and it's at just the right volume for holding a conversation with your stylist. To me, it's most important that my stylist gives me the right cut & color, but after that, conversation is equally important. I like my stylist here at Verde. We never run out of things to talk about.

Several years ago, I stopped going to a very experienced professional who did a great job on my hair. I didn't stop going because of what he did to my hair. I stopped going because of what he did to my ears! He did all the talking and never cared to ask about what was going on in my life. He was too concerned about telling me stories about how great he was to his family and friends. But based on how he treated me, I wasn't so convinced about his mercies toward people when he was off the clock.

At Verde, they offer some basic hair magazines, which makes good sense for a salon. The magazines are displayed on a beautiful ShabbyChic-like magazine side table between two chairs with hair dryers. I noticed other magazines appropriate for a sustainable business like Renovation Style. On this particular day at the salon, I also noticed that they had magazines that don't necessarily support healthful living. It's a small detail perhaps, but something they might want to think about as subscription renewals come up or as they're cleaning up at the end of each day.

Sustainable Local Art

MacTruque pieces have been displayed in Verde Eco-Salon ever since I started going there. I thoroughly enjoy seeing his art when I'm there. The mix of color, texture and sheen pops off the sky blue-grey walls in the salon.

But today I learned even one more good thing about these round pieces. They're painted on old tabletops that might otherwise have ended up in a dumpster! What a great way to repurpose these rounds that were formally used in a restaurant!

You can find more of MacTruque's fantastic pieces at Avondale Artworks or Stellars Gallery.

MacTruque says his dad used to let him draw on the walls in their house. And now his art can hang on the walls of homes and businesses anywhere in the world!

It's especially nice that Verde has chosen to support a local artist. Selling local art at a salon is a win-win-win partnership. Artists get more local exposure; stylists get to see some variety in the art on the wall, and customers have the opportunity to browse as if they're in a gallery and the option to buy if they just can resist.

Interior Design

In Verde, all the stylists have doors to their stations, but the doors are always wide open. Doors re-purposed from a prior life are just part of the chic uniqueness of this one-of-a-kind salon in Jacksonville. The doors serve as separators between the stations.

Open carts on wheels display the tools of the trade: hair dryers, brushes and clips. It's all out in the open, and I like this. I never did like seeing a stylist pull a brush from a drawer that also stored their lunch container or a water-stained hair magazine dated several years back.

But what I like best about this salon is the fact that it smells fresh and clean, unlike many salons where the odor of strong products gives me a headache.

Because they planned well and installed a washer and dryer in the back, they wash their towels and capes on-site. This helps reduce the cost and save energy they would otherwise incur if they sent their stuff out to be washed at some off-site location. It's a good business practice since the stylists have time to manage loads between customers.

Natural Light

So few businesses take advantage of natural light, but it's especially advantageous in a salon where customers might want to check on hair color or highlights under natural light--our beloved Florida sunshine!

Verde Eco-Salon has taken advantage of their large windows draping them with light translucent window treatments. They invite the sunshine to come inside to cheer up everyone inside.

Here I am with Jessica Gould, a great stylist from New York. She loves sunshine and butterflies. Verde offers up the sunshine, but they don't have a butterfly garden yet.

The further back you go in the salon, the more you'll notice that they also have other electric-dependent lighting. But don't look up for too long. It's a dated drop-down ceiling that would probably look better if it were removed to reveal whatever might be above it. Lots of businesses achieve a great industrial look by exposing and painting all the stuff that's up on their ceiling.

Customer Experience

Next door to Verde Eco-Salon there's a cafe with tables on the sidewalk. I sure would like to go to a salon that offered outdoor seating. If you know of a licensed outdoor salon, or one that at has a courtyard or some type of outdoor space, please leave a comment with the name and location. I'd love to check it out!

For more ideas on how to help your salon go green, check out GoGreenSalon, a Toronto-based association dedicated to helping salons & spas join the green movement.

The next time you go to your salon, look around and pay attention to what's really going on. Give it the sniff test. If it doesn't pass, then start asking questions about what they're doing to continuously improve their services. If they aren't sure what you're talking about, you might want to start shopping around for another salon.

But do me a favor on your way out: encourage them to contact me at www.DrLorraine.net so I can help them begin their journey toward a safer, more eco-friendly salon.

A few small changes each week or month add up to big improvements over time! I'm committed to green hair, are you?

Make It Easier to Save the Trees

When I see signs like this asking me to be green in one way or another, I'm very willing to comply.

So when I saw the sign I looked all around the restroom, but didn't see any hand dryers except for the paper dispenser in front of my face.

I didn't see anything near the water faucets or on the other walls in the room, so I pulled out a few paper towels and dried my hands. I put the paper towels in the garbage along with all the others, and then when I headed out of the restroom, I saw the hand dryers in the hallway. I didn't notice them on the way in because that wasn't the main thing on my mind at the time.

Are you with me here?

One of the first rules of good design is to keep things where they're going to be used most, and this is especially important in public places. I didn't even see the hand dryer until after I dried my hands. I wonder whose idea it was to install them around the corner in the hallway? McCarran needs to hire new restroom designers who understand the needs of travelers.

I was pulling luggage on wheels. The last thing I wanted to do was to grab my luggage with wet hands and start looking around for hand dryers. If this had been several years ago, I might have sent one of my kids off for this game of hide & seek.

The partially bubbled bumper sticker on the paper towel dispenser is a clue that the hand dryers were probably an afterthought, installed after management at the airport decided to take efforts to be more green. The bubbles in the bumper sticker also whisper out a lack of concern for quality by the person who installed it.

I suppose it's better to have the hand dryers in the hallway than not to have them at all. Maybe the employees know about them and use them. But they're sort of in the way in the hallway. Although there wasn't a line when I used the restroom, I'm sure the dryers are inconveniently placed if people are entering and exiting the restroom with luggage while some people are standing around drying their hands. This seems like it's designed to create a traffic jam.

If McCarran wanted to encourage people to use the hand dryers, they'd be the choice closest to the sinks. I just checked out the McCarran website and I didn't see anything on their "GREEN Initiatives." Since they screamed out "GREEN" on their bumper sticker, I thought they'd have a quick link to "GREEN Initiatives" on their website, but if it's there, I couldn't find it.

On a green design scale of 1-10, I give them a 3: one point for the bubbled bumper sticker, one point for installing the hand dryers and one more point for good luck next time I'm in Vegas.

If you're a member of the American Restroom Association or the World Toilet Organization can you please spread the word that McCarran might have a few underused hand dryers that they can donate to a good cause?

Interested in flying through greener airports? Plan your next trip around a long layover at one of the World's Ten Greenest Airports.

Got an airport story you want to share? Please leave a comment.

Free Things You Don't Want When Shopping

Seems like there's always a catch to free offers. It's always a good idea to read the fine print before saying yes to free stuff.

I saw this sign today in a clothing consignment store. It gave me a good idea about how this establishment feels about its customers. Although I found it somewhat offensive, I was also impressed with the layout and simplicity of it. It's eye-catching and it communicates a clear message.

What I'd like suggest to this store is that they ask the police to give first time offenders a free ride to a Scared Straight program that's set up as a daily or weekly event hosted by local prisoners. Convicts have the power not only to take lives, but also to save them. Check out this Scared Straight clip . . .

If you care about your community enough to sell them clothes, go the extra mile and take care of the few who come in looking for something else. Who knows, you might turn their life around and turn them into upstanding customers.

Two Feedback Questions are Better Than Thirty Six

My intent in providing feedback is to help organizations better understand how customers experience their product and service offerings. Most leaders and managers have blind spots they don’t even know about. In addition, many people are uncomfortable with genuine feedback, so they find ways around it. They collect examples to support their own desires. And they gather excuses to avoid the things they don’t want to deal with. For leaders who are open to change and growth, I provide just one opinion that they may or may not find helpful.

I arrived at Lake Yale Baptist Conference Center (LYBCC) after dark on Friday, so my first impression was that it was a difficult place to find. Their directions from Jacksonville told me to come via SR-40. After I turned onto SR-40, I saw a sign that said Road closed 11 miles ahead, local traffic only. This didn't bother me. I justified that I would drive slow through the road construction and act like local traffic. Ten miles later, I came to another sign that provided one more important detail: Bridge closed, local traffic only. Bridge closed! Why didn't they mention this 10 miles ago? Why didn't MapQuest tell me this several hours ago?

Over the years I've become an expert at getting myself out of being lost. So I came prepared with my Florida map. I drove off the side of the road and pulled my reading glasses out of my luggage. When I was younger I didn't need the reading glasses step, but now I do. I studied the map and found out how I was going to go around this bridge closure. Here I was on a very dark night on the back country road in central Florida. I was disappointed with MapQuest, with LYBCC, with road construction procedures and with myself for not having gotten the memo about the bridge closure.

I was already on a tight schedule and now I was certain to be late for the Friday-night keynote speaker. But I had a conversation with myself, saying that I could get the notes, have lunch with the speaker or hear him at another conference. When I made the first right turn, all I could see in the sky was the moon smiling at me. It was a crescent in the shape of a smile. I felt safe knowing that God was watching over me and giving me yet another life lesson. By now, I was all cheered up, because I realized that I couldn't change what happened. I could only go on with this day from right here, right now. This detour ended up costing me about an extra 45 minutes.

Not only was it a challenge for me to find Lake Yale, but once I did find the property, I drove around turning my car into strange positions on the roads to shine my headlights on the building names trying to figure out how to find my group. The building names were hard to see in the dark.

When I woke up on Saturday morning, I found myself at a serene conference center on a lake. After staying here Friday night and driving around the campus a few times on Saturday, I recognized that there doesn’t seem to be any tight security here. There’s no gate at the entry, no special tags for the cars and no formal check in. Anyone can drive on or off the property with ease.

The breakfast and lunch didn't thrill me, so I ventured off site for a Subway dinner even though it was about 15 miles away. I used a map from the Guest Information notebook to navigate my way to the nearby small town of Eustis. Not only did I want a healthy dinner, but I was also craving a good cup of coffee with cream. All they served here was weak coffee with fake flavored and sugared creamers. I don’t like that stuff! I also don’t like this coffee addiction I have, especially when I’m on the road. Sooner than later, I must do something about it, but not today.

So I ventured out and got a Starbucks doppio espresso with doppio shots of hot water. This satisfied my coffee craving. As I sipped on my espresso doppio, I did a bit of reflection on my personal vision and mission. I love thinking through things or writing as a caffeine buzz kicks in. Then I went to Subway--you can always count on them for a quick healthy sandwich.

Back at LYBCC on Saturday evening when our conference room was too cold, I was able to use a phone on the wall in the in the entry of the education building to call for assistance. I called and got an answering service. This didn’t give me a lot of confidence about how quickly we would get heat, but to my surprise, we got help within minutes. The message got through quickly and a staff member adjusted the thermostat within a few minutes. He must have been here on site and responded to a page right away. The quick response time was impressive.

LYBCC really has an opportunity that they’re missing. Early on Saturday, I checked the times for their café & bookstore. They were only open from 2-4:30 PM on Saturday. I saw a lot of people walking around campus and surely these people would want to buy a coffee or other food if there were good options in the café. In addition, the café is separate from the cafeteria. Since both relate to food and coffee and people may want to eat or linger beyond cafeteria hours, I think they ought to combine the café with the cafeteria. I recognize that they would have to set up some good procedures to make it work and do some renovations, but I believe it would be to their benefit.

The cafeteria has a view of the lake, but the café doesn’t. The café only had a few unhealthy quick food options. Neither the cafeteria nor café offered a good cup of coffee with cream. Why call it a café? The cafeteria salad bar at lunch was pretty good. They offered several vegetables, but the blue cheese dressing wasn't the greatest. The drink lines weren’t set up efficiently. The Styrofoam cups were placed right in the middle of a combination drink and condiment stand.

People bottlenecked at the drink/condiment stand, trying to get a coffee or hot chocolate and then step sideways through others in line so they could make their way to the creamers and stirs. People were stirring their coffee while others were reaching across them for ketchup. Since none of the staff asked my opinion about their assembly line, I didn't say anything. This is the don't ask and don't tell principle in action. This would be a good project for a college student wanting to become a process specialist.

The dining hours were limited to one hour and I don’t mind that so much, as long as the food is good and they can get people through the lines quickly. I liked how the lines formed inside the building rather than outside. Last October I went to the LifeWay Glorieta Conference Center for a writers conference and I remember shivering in line because the doors had to be propped open to accommodate people waiting in line for their food. During some meals the temperature was in the 40s. It made for a very uncomfortable wait. The architects didn't plan to accommodate the long lines at dinner.

The pillows in the LYBCC rooms were all the same—too big and too puffy. I’m petite and my neck was propped up too high. I felt the kink in my neck on Saturday and Sunday mornings. This is the reason that some people travel with their pillows. Maybe I should look into some small travel pillow to solve this issue. I’m constantly trying to reduce the amount of stuff I travel with, however, so I’m not eager to add items to my travel checklist. I think that they ought to have a variety of pillow sizes in each room, or at least offer an extra one or two with less poof. Even if they’re trying to make sure that the bed looks balanced when it’s made, they can provide housekeeping with instructions to put two flat pillows in the middle of the king bed and two poofy ones on the sides. That way it would all balance out. Problem solved! Another way I can solve the problem is to accustom myself to sleeping flat on my back so I never need a pillow anymore. Maybe I'll find some time to read up on this to see what the sleep experts say.

Something else I really didn’t like about the room was the fact that it was somewhat musty and the window was bolted shut. The only way to get air in the room was through the noisy HVAC unit. If the room didn’t have carpeting, but had hard surface flooring instead, it probably wouldn’t hold onto as much dust and odor. Don’t get me wrong, the room was clean on the surface. Other things in the room can carry musty odors as well, such as the mattress, the bedspread, the furnishings and even the walls. On both mornings, I woke up stuffy and my eyes had that squinty red look I get when my allergies are acting up. I often feel this way when I wake up in older hotels with poor ventilation. I slept with the HVAC unit off because I don’t like the noise of a loud fan going all night.

Here are best things I found about LYBCC:

• This is a beautiful property with lake views. Because it’s in central Florida and far from malls and outlets, it really promotes rest and relaxation.
  
• The facilities seem to be well maintained and basic procedures seemed to be quite effective.
  
• Since “Baptist” is in the name, I assume that the facility is backed by the Baptist church and therefore probably has the means to promote and improve the facility for greater maximization of its asset. I noticed a campsite on the property, for example. This mixed use of the property is an innovative idea and provides visitors with options.

So if LYBCC were to improve on a few things, here’s what I’d suggest in order of importance:

1. Enhance the dining experience by doing some or all of the following:
   a. provide outdoor seating with a view of the lake
   b. move the café to the same building as the cafeteria and keep the café open for most of the day so people can buy drinks & snacks during their breaks
   
2. make contact with the people who come on site, give them the option to keep in touch by signing up for a newsletter and/or provide a brochure that they can take back to their church. Some type of front desk check in would probably work best. I spent the weekend here and had very minimal contact with anyone from LYBCC.
   
3. Continuously improve the look & feel of the rooms:
   a. provide a way to freshen up the smell of the room, while minimizing the noise. Hint: the answer is not a deodorizer! The room is often a big part of a person’s first impression at a retreat center.
   b. provide some pillows with less stuffing
   c. add color to warm up the white walls

There’s no question in my mind that LYBCC has put effort into pleasing their visitors. They placed a Guest Information notebook in my room. I had notebook #417 and I was in room#709. These differing numbers indicates to me there’s probably an opportunity for improvement. I visualize a manual inefficient process going on behind the scenes. Because the notebook has so many pages, I imagine that it’s time consuming to go through it after each guest departs, to make sure that any missing pages are replaced.

The notebook included numerous computer-generated pages organized into five categories:
· Emergency Services
· General Information
· Guest Services
· Around the Area
· Comments

It looks like several people have put a lot of effort into doing this research and compiling these pages over time. It does look rather homemade, however, cheapening their effort. I think they would benefit by converting some of this information into more condensed and graphically pleasing brochures to lay out in the rooms. I'm not saying this to harm the organization, but to help the organization. If I thought it looked homemade, it's likely that someone else thought the same thing.

The three-page evaluation form in the last Comments section probably goes unnoticed by most guests. And even if a guest did notice the “Guest Evaluation” form in the Comments section of the notebook, I doubt if many people would complete a three-page form that would take longer to complete than filling out an application for a drivers license. The Guest Evaluation form does, however, provide an instrument for people to communicate to them and they clearly identify all the areas where they’re seeking feedback:

• Office Staff
  
• Housekeepers
  
• Dining room
  
• Groundskeepers
  
• Audio-visual crew
  
• Miscellaneous
  
• Comments

It’s tempting for me to type out this three-page form so you can check it out, but I think the main value in this list is internal, for the benefit of each department head. The questions aren’t numbered, but I counted up 36, not including the option to include additional comments!

They’re organizing the customer’s comments by their departments, rather than how a customer experiences a weekend or week on their property: check-in process, room, conference rooms, dining experience and so on. Their "Guest Evaluation" might be a good checklist for the staff, but I’m certain that if we counted up the number of people who slept at LYBCC in 2007 and the number of people who completed the Guest Evaluation form, I bet we’d discover that less than 5% of the visitors found the form and completed it without any prompting. If people did complete it, it’s probably because their meeting organizer included it in their participant packets and requested them to fill it out. I'm notorious for providing feedback, but this one was so long that I didn't want to fill it out.

One final note about the Guest Information notebook is that it also included the business card of their Director of Guest Services--a bold gesture for any organization. I’ll send her this note and see what happens.

After the conference, I learned that much of the staff here are volunteers who work hard to keep this beautiful facility running. Again, I'm only one opinion, but I believe that that they are achieving their stated mission and they're doing it at an affordable price which provides an open door to many.

How do you know if your mission is translating into the results you want? What are your measures?

Are you open to feedback in the way that your customer wants to give it to you--the way the experience goes for them? Are you sure? Learning to accept feedback takes time. For individuals, it's transforming. For organizations, it's a cultural shift.

Is it worth it to you to work toward getting better and better each day? It's up to you.

Blue Gold Reveals World Water Management

If you haven't already seen Blue Gold: World Water Wars, learn more about the world's water by reading the book or watching the movie. Check out the trailer:



This book and movie will increase your appreciation of water and give you some ideas about what you can do to help protect this vital resource.

Are You Still Working on Your Salad?

One of my pet peeves is waiters who ask if I'm still working on my meal. First of all, I'm on vacation today, so I'm not "working!" But today when my husband and I went to lunch at the Cabana Cafe in Destin, FL, the waitress came to our table and asked me if I was still working on my salad. This is a very common misuse of the word work. Most people work to eat, not the other way around. And if I was working on my food, I'd be the one doing the cooking in the kitchen, not the one going to a restaurant so I didn't have to work to prepare the meal!

After she walked away from our table, my husband asked me why I didn't tell her that I wasn't working today. I usually return a comment back to servers saying something like, "No, I'm not working right now, but I am still eating." But it's a hopeless solution. For starters, some waitresses look at me confused when I say this, so what's the point anyway? I can go on correcting servers throughout the United States the rest of my life and not solve this linguistic faux pas and national epedemic.

Another interesting thing happened with the same waitress. After I placed my order for the Asian salad, she told me that this was a very bland choice and she suggested that I change my order. Huh, I thought? I thanked her for her opinion and glanced over the menu again. Nothing else on the menu looked as good as a salad with lettuce, fresh mandarin oranges, sliced almonds, cucumbers, red onions with ginger soy dressing. It sounded great to me!

"I prefer vegetarian, so I think I'll stick with this salad," I said. Since she said it was bland, I asked, "can you please bring extra dressing on the side?"

"Would you like chicken or shrimp with that?"

Huh, I thought again! "No thank you," I said.

I wonder if Wayne Anderson, the owner/manager is providing enough training for his staff? I know that Wayne is the owner because when we got our bill, it was attached with a clothes pin to a Cabana Cafe post card. The post card includes a picture of Wayne with his general manager, Mandy, and his coffee roaster, Sophie. I really like the gesture with the postcard and the wooden clothes pin with a joke written on it:

It's good for a man to believe in something. So I believe I'll have another beer.

Wayne's restaurant might survive simply because it's near the beach in an area that draws a lot of tourism. But Wayne's restaurant might not make it if he doesn't start asking his customers the two magical questions:

1. What is the one thing that you enjoyed most about your experience at the Cabana Cafe today?
   
2. What is the one thing we most need to improve?

If Wayne doesn't ask his customers these questions, he will be running his business blinded by the opinions of his own semi-loyal employees. I'd like to send my feedback to help Wayne with his business, but he has made it quite difficult for me to reach him. I didn't see or receive a feedback form when I was there today, and this evening when I looked at his website, I discovered that the website doesn't have a contact us area. I did, however, find an e-mail for a Wayne Anderson who is on the Board of Directors for the YMCA of Florida's Emerald Coast. If it is the same Wayne Anderson, then I'm impressed that he is giving to his community not only through a small business, but also through his community service to the YMCA.

The salad was very good. I wish Wayne the best with his business venture into his not-so-specialized coffee/cafe, pizza/salad buffet, lunch, dinner and everything-about-food ice cream shop.

The next time a waiter asks you if you're still working on your food, can you please help me out and tell them that you're paying them to work on your food? I think I'll ask Susie Ross of Waiter Training to help too.

Caution: Your Measures May Be Terminal

When I was growing up, I remember seeing signs on McDonald's saying "50 million served" or something like that, and years later seeing "over a billion served." It's logical to assume that if that many people have been served, then they must be providing a something that keeps people coming back. If their success measure is to continue to grow the number served, then they are succeeding by their own definition.

As a child, I remember crying when I had to eat something from McDonald's. The rubbery hamburgers, paper-like buns and greasy fries never sat well with me. To this day, I don't understand why people eat there, especially after the movie Supersize Me came out.

In my world of values and measures, McDonald's is not successful. Although they may be filling a short-term hunger need, they really don't have their customer's long-term health interest written into the vision and heart of their business. It's a major flaw of many major companies such as Pepsi, Coke, Marlboro, and even Starbucks. I say this even though I'm a big Starbucks fan. I go in for the coffee of the day and the great atmosphere. They've created a culture where customers hold the door open for each other and chat in line. People meet up with friends and tap their feet to good tunes. That doesn't happen just anywhere!

How do you know if you're providing good products and service? If you're organization is in growth mode and your profits are stable or increasing, then you're probably providing a fairly good offering relative to your competition. Companies who don't establish the right success measures, aligned with their vision and mission, simply don't grow. They die, sooner or later.

Smart companies seek customer feedback and continuously improve the customer experience. Many customers are very willing to offer feedback, if the company cares enough to ask. It's easy and inexpensive to ask for customer feedback. A few questions on a postcard or sheet of paper that costs a few cents to produce, may bring in priceless ideas. I believe that every company ought to offer to their customers at least one simple way to provide feedback on paper, on-line or both.

Feedback and measures influence behavior and build culture in businesses, families, churches and in societies. A parent who loved sports as a child may keep mental score on their own children, by bragging about how active their kids are. Another parent may pressure their kids to get a good highschool GPA. A church with a mission of winning souls may track their number of baptisms, a measure of people entering eternal life. China's one-child policy launched in the 1970s resulted in abortions, female infanticide and imbalances in the boy-girl sex ratio. Measures can be deadly!

Healthy companies have smart measures that encourage cooperation, good flow and growth. Unhealthy companies have measures that stifle their people and the body of employees feels the pain and stress. Unhealthy companies also lack measures where they need them. Any company that doesn't have an effective customer feedback system in place is doing business in the dark and puts itself at risk of finding its name on these types of sites:

• Complaints.com
• Better Business Bureau
• Complaints Board
• The Squeaky Wheel
• Federal Trade Commission

Attorneys track their caseload and their billable hours. Authors measure their success by the number of books or articles they've published. Magazines boast about their circulation. Churches track the number of members and their weekly tithe collection. Couples talk about the square footage of their home or their combined household income. Accountants talk about net worth. Individuals are often judged by their age. In January, the number one New Year's Resolution of Americans is a personal weight goal.

Measures and related activities need to change over time. What gets an individual or organization to one level may not get it to the next level or the next.

Toastmasters International has measures that define their distinguished clubs: number of members, number of new certifications and so on. The measures help to ensure that the members meet their speaking goals. This keeps the clubs alive and the organization increasing in number. Members become equipped to make a difference in their communities. This is a hard thing to measure, but Toastmasters just recently upgraded their website to feature member success stories and to automate their shopping cart. This is a great organization and I believe that it has been so successful because of the measures that they've put in place and adjusted over time.

How do you measure your success?

What measures are most important to you?

What feedback measures do you have in place?