Same thing in the kitchen: Your cooks should be able to cook any of the dishes even if the chef is sick or taking a well-deserved vacation.

If you have read Module 1 from my Seminar, you already understand how important is to have great staff, and why it is totally worth it to surround yourself with the best staff that you can find. If necessary, re-read the module – and make sure you do the homework!

Regarding the providers: Make sure that you get everything that you need for your meals way in advance so that you have time to plan if something doesn’t get delivered on time or arrives in bad condition. Don’t wait until the last minute for any shipment, even if the providers promise you that it will get there.

If, for whatever reason, you must wait for the delivery, make them sign a contract (it doesn’t have to be very long or formal, one sheet with some clauses will be enough) so that if they don’t deliver the goods on time, you have the right to obtain missing products from another source, and also the right to decline the products if they are delivered late.

They should also compensate you for the difference in price. I think that this is fair and they shouldn’t refuse to sign it.

B. Problems with People who provide you with Services.

This one is more a hassle than a real problem (at least if it is your lawyer lying to you, or your accountant messing up your books, etc. But that is beyond this newsletter to fix).

If you are not happy with the services that you are getting from your services providers (either they don’t deliver good quality work or they are rude, often unavailable, etc.), simply change to another provider.

Live is too short to deal with less than excellent professionals and the world is full of good ones. Try to get referrals before you commit to one of them.

C. Problems with Clients

I cover in the first three modules of the seminar how you need to put clients as your priority number one. For those of you who have subscribed to the Seminar, I encourage you to re-read these three first Modules.

For the ones who haven’t subscribed yet, I will give you a brief overview.

Basically, you need to fall in love with your clients and try to make their experience in your place as pleasant as possible. They are the ones who - at the end of the day - give you the money to keep your business alive, and should be your first priority.

A disgruntled client is bad business, and they will tell others about their (bad) experience in your place (including thousands of readers in forums and restaurant review web sites) so do your best to compensate their unhappiness and make them feel good again.

However, there are some cases (few - very few) where you are better off without a troublesome customer. In this case, be firm and invite them to leave your premises. Never confront them directly and don’t hesitate to call the police if they become violent. This should never be a tolerated behavior.

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