The Restaurant Blog
I discuss the challenges (and occasional triumphs) of restaurant operations, marketing, and management, and offer pointers based on my own experience in starting and running multiple dining establishments. Check out my daily posts for accounts of the misadventures of one restaurateur and the lessons learned the hard way.
Go to the Restaurant Business Center for more commentary, feature articles, and other resources to help you run or start your restaurant.
Go to the Restaurant Business Center for more commentary, feature articles, and other resources to help you run or start your restaurant.
Contact
Email
RSS
ArchivesRise Above the Minimum
July 20, 2008, 11:15 AM
A pay boost above minimum wage may make employes feel appreciated a little more. Since there is going to be another boost in a year, to $7.55, you may want to give that now and judge your results...
Family Style Could be the Calorie Count Answer
July 18, 2008, 12:40 PM
When economic times get rough, families come together. It may be time to take advantage of that situation and cater to the needs of family dining. If the calorie count menu board at the ast food chains have the scare tactic effect it could be the perfect time to offer an alternative...
The Bad, The Good, and the Ugly About Denver
July 13, 2008, 10:15 PM
An online presence, a trained staff, and fresh food and ambiance will get you through the slow times. However, in order to keep your clientelle coming back make sure that your staff is competent and enlightening. On top of that make sure they know that they are the lifeline to your customers..
The Bad, the Good, and the Ugy in Denver
July 11, 2008, 1:10 PM
Your customer service training will eventually fail if you do not have continual updating. Make sure that you are frequently reminding your staff how important it is to be concerned about their eperience and if they are not happy inititate measures to change that even if it is as simple as "we're sorry that happened"...
Caloric Intake, Sans Trans-Fats, Signs of the Times
July 08, 2008, 11:15 PM
Wouldn't it be nice if government did something that made the restaurant business profitable instead of whittlig away at the perceived profits we attempt to make? It seems every time we turn around there are more signs that government thinks restaurants are cash cows and we should continue to fine tune our concepts so people eventually decide to cook at home...
Gas Prices Mean Go Green, Go Local
June 27, 2008, 7:40 AM
Attracting your local customer suddenly gets easier when it costs more to drive to a far-away restaurant than it does for an entree. Local, neighborhood restaurants are coming back into the fold. Go local and save the surcharges...
When the Culinary Competition is Circling, Turn up the Heat
June 22, 2008, 9:45 PM
No matter how tough it seems, you can't give up when the going gets tough. The first thing you think of is cutting costs by downsizing portions, quality or staff. Don't get caught in the economic downturn. Advertise your quality, your customer service, and the personal trademark on everything you do. You will find that the inability for people to travel could be your biggest asset. Advertise locally, in the trusted source...
Summer Help Professionalism Begins With the Boss
June 18, 2008, 12:20 PM
Ah, summer help... the perfect answer to staff shortages, right? Not really. Make sure yoour sections are tone down, they are not put on the floor without proper training, have refresher courses and don't hesitate to give a pop quiz...
Health Departments need to Standardize Inspection Process
June 13, 2008, 10:45 AM
We have all been cited for one violation or another. And, it is often the interpretation of the inspector that causes the problem. Until health departments forcus on the problems and act accordingly having an inspection is like playing Russian Roulette...
Show Your Tender Side During Tough Times
June 11, 2008, 9:35 AM
The grumpy meter is hitting high numbers as consumers are getting pulled in all financial directions. Now is the time to put your professional foot forward and display the true meaning of hospitality. If you make your customers feel better they will come back more often....
Latest Comments in The Restaurant Blog posts
From equipment and smallwares to food and drink, many restaurant owners have experienced increases in restaurant supply, commonly attributed to hiking gas costs. However, in supplies (non-food), that should only affect ship and delivery costs.
Realizing that hefty price increases can actually cost some restaurants in declining markets a great deal of business, we've followed key steps in keeping supply and equipment prices lower, and drop-ship many items to alleviate extended ship costs.
I will say, though, that restaurants located in viable areas that carry a good reputation are continuing to fill up the dining room.
By: TigerChef
on
Show Your Tender Side During Tough Times
Realizing that hefty price increases can actually cost some restaurants in declining markets a great deal of business, we've followed key steps in keeping supply and equipment prices lower, and drop-ship many items to alleviate extended ship costs.
I will say, though, that restaurants located in viable areas that carry a good reputation are continuing to fill up the dining room.
In Miami, we constantly see stories on the news of restaurants "inspected" by news crews after violations, to see on camera the most stomach-churning fiascos you can imagine. And it makes you wonder, just how long was this going on? These stories air usually within a week of an establishment being closed down - but no way did it take less than several months or YEARS for such conditions to occur.
This is why it is so important for restaurant owners and crews to understand the SIMPLE, yet necessary process of cleaning stands, equipment and utensils (amongst many other things).
By: PH
on
Health Departments need to Standardize Inspection Process
This is why it is so important for restaurant owners and crews to understand the SIMPLE, yet necessary process of cleaning stands, equipment and utensils (amongst many other things).
I'm in agreement on most of the comments as well as the article.
Another key point is to make sure you have a well laid out plan on actual spacing. A simple sheet of graph paper can help you layout all equipment and stands, to make sure everything will fit.
And yes, while Chef's have knowledge, if they're not the investors, then you need to consider the long-term needs. There are compromises, but the bottom dollar vs future goals needs to be the deciding factor.
By: TigerChef
on
Ten Tips on Purchasing Equipment
Another key point is to make sure you have a well laid out plan on actual spacing. A simple sheet of graph paper can help you layout all equipment and stands, to make sure everything will fit.
And yes, while Chef's have knowledge, if they're not the investors, then you need to consider the long-term needs. There are compromises, but the bottom dollar vs future goals needs to be the deciding factor.
"I have my idea and my business plan all set up, but I´m sort of stuck on the next step. Obviously money is a big and important concern, but should I go out scouting actual locations before I secure financing (rather than an estimate)?"
Based on the above paragraph, I'm just wondering if his location is in his business plan?????
By: fivekitten
on
Which comes first, buildings or bucks?
Based on the above paragraph, I'm just wondering if his location is in his business plan?????
We see time and time again restaurant owners making the same mistakes, Giving your chef total control over choosing the equipment that will be in your kitchen.
This can be devastating down the line, we urge all Restaurant Owners to do there research on what there Chef wants and get a clear understanding on why? Apply murphy's law:Whatever can go wrong will go wrong. If your chef turns around and leaves one year down the line he may leave you with thousands of dollar's of non-practical equipment that your new chef wont be able to use.
By: A-Plus restaurant equipment/Leon Pinchev
on
Ten Tips on Purchasing Equipment
This can be devastating down the line, we urge all Restaurant Owners to do there research on what there Chef wants and get a clear understanding on why? Apply murphy's law:Whatever can go wrong will go wrong. If your chef turns around and leaves one year down the line he may leave you with thousands of dollar's of non-practical equipment that your new chef wont be able to use.
I agree with you that restaurants need to be on the forefront of cleaing up the environment. One way that isn't spoken about much is the huge wasted of paper in direct mail. I know that online advertising hasn't been traditionally used to market restaurants, but coupon solutions like nearbythis.com are making it easy for restaurants to get online.
By: Ray A
on
Go Green, Help Your Bottom Line
The attorney has to have good experience in negotiating restaurant leases and not just leases in general. There is no lease like a restaurant lease. But it also doesn't have to be an attorney either. A restaurant business broker, CCIM, or even a good consultant with lots of leasing experience can always get a better deal up front. This is the 2nd biggest mistake made outside of an operator trying to do it themselves.
By: Jeffrey Summers
on
A New Lease or Life?
This is a TEST Comment Salman Khan Salman Khan http://www.google.com/ ...
By: Salman Khan
on
Cabin Fever Cure, Create a Spring Menu
Thanks you made me laugh. You couldn't be more right!!!!!! X restaurateur.
By: Kelly
on
The Difference Between a Businessman and a Restaurateur
My first thought was that there may be more underlying issues here than just the missing bonus. It seems that she is not overly happy with her job, or she would not be quite so quick to jump ship. My advice would be the same as yours; if you are otherwise happy with the job, stay. If another job comes along that will put you in a better position now and in the future, then you should pursue that opportunity.
By: Jim Smoot
on
Should She Leave or Should She Go?
I agree with your post wholeheartedly. Not to mention, I have found in my own personal experiences that acquiring an SBA is almost next to impossible. However, that is just my own humble opinion. I agree with your recommendation to the business owner to come up with more creative financial plans in addition to applying for an Small Business Association (SBA) loan.
By: Matthew
on
SBA May Not Be the Answer
I agree with the points you make in the blog. I believe in general it is best to focus on your core competency (in this case, the creative aspects of salsa production or whatever you wish to sell)...as much as possible, in the areas you're deficient in, outsource to the greater culinary market (which is already saturated).
By: sara brady
on
Private Label is More Than a Batch of Salsa in the Kitchen
I could not agree more, that restaurants still have a long way to go in customer service. Even having a bunch of people in the front sending people to tables, doesn't make sense. Lobby Manager is a great solution that helps organize hectic lobby-reception areas, every restaurant should have it. Thanks for the good points www.lobbymanager.com ...
By: Lobby Manager
on
Polish Your Customer Service
Great blog! I agree with you 100%...I also would like to add that at least for American diners, never skimp on the food...nothing looks worse than a still hungry diner!
By: sara brady
on
Polish Your Customer Service
As a working mother of two, a dedicated keeper of lists, and someone who tends to fret over the items *not* checked off daily, I loved the insight offered in this blog. I guess it comes down to seeing the glass as half full, rather than half empty. That is, the work papers to be filed, the emails requiring responses, the invoices to be submitted, the homework pages to review, the lunches to be packed, the giant dog to be brushed (!) are all signs of a life fully lived. That's something for which I should be grateful. I'm forwarding your blog on to both colleagues and friends!
By: Susan Davis
on
Being in the Weeds is an Artform
Sound advice and a sober warning. I am amazed, given the extraordinary failure rate of new restaurants, how few restaurant operators ever set their sights on what is obviously the base of the pyramid. Just as you said, however maligned it may be, "fast food" comprises the majority of the American diet. Inexpensive food, obtained quickly is what we eat, nine times out of ten. But rather than try steal away some of McDonald's enormous traffic, with value and approachability, the vast majority of restaurants just put themselves in a small market already crowded with too many "fancy restaurants" chasing too few Saturday night dinners. I run a restaurant menu web site (http://menukarma.com/), and see a lot of menus from all over the US. I can confirm that there are not alot of value-oriented efforts among the new restaurants that are opening.
By: Jack Mardack
on
Do Your Menu Prices Shout Welcome?
It's an area that people in the service industry really seem to struggle with when starting in business: How much do I charge for my services? I always started with a "Walking out the door" fee, and went up from there. It was based on how much I personally wanted to make for the event after everything else is paid for.
By: Jim Smoot
on
The Science of Competitive Pricing
COMMERCIAL KITCHEN DESIGN SPECIALIST Doug Parker 33 Embarcadero Cove Oakland, CA 94606 Design West Partnership provideds NO COST initial consultation, Collaborates with architects, engineers, and other project partners during kitchen and food service planning and construction phases. Prepares Design and Equipment plans for County Health Department submittal, works with Health Department towards plan approval, Offers project assistance during the kitchen construction phase and Responds quickly to questions and project needs. Please call toll free, 1-888-261-4664 ...
By: Nicole DWP
on
Advertising Alliance Promotes Individual Prosperity
I was able to buy most of my Restaurant Equipment from www.mychefstore.com. The staff was helpful and sold me the equipment that fit my needs.
By: johan
on
Ten Tips on Purchasing Equipment
As I sit in my office in our currently struggling new restaurant, I must say that your take is much more encouraging than Kevin's. However, the link in the post does not lead to the page that I think you intended.
By: Bill Morgan
on
Another One Bites the Dust?
Susan, Good luck on your search for the perfect small establishment. I know it's out there.
By: Steven Hurak
on
The Great Sonoma Grocery War
Might I suggest that you especially encourage regulars to post reviews; they seem to like the place already and should give better reviews than the unknown Joe off the street.
By: Alan
on
Review Night Might Spur Positive (Web) Press
I grew up in a small town in rural New England and now live in Alameda (SF Bay Area). I've seen these battles between chain grocers and "indigenous" ones again and again. I feel like there's always a place for the indies because they provide such personal service. Here in Alameda we have a great (independent) natural foods market that has so far withstood both the entry of a Trader Joe's and a Nob Hills Market. I go to TJ's for certain items; can't stand the NHM. But I return to the natural foods market again and again, not only because the produce is so good, but because they support local farmers (which is trendy and smart these days). Besides, the employees know me. I really value being able to ask the workers why the blueberries are so expensive this year or if the store can start ordering Strauss chocolate milk again. It makes me feel more connected to my food sources and my community. The small store can't offer the sheer "eye candy" of, say, a larger store's produce section. But just being able to walk around the aisles without crashing into 100s of other people is also important to me. In a smaller, independent store I can actually relax, take my time, enjoy myself. In larger stores--even in a Whole Foods--I just want to get out as fast as I can.
By: Susan Davis
on
The Great Sonoma Grocery War
>> if you think the promotion package is only a fast food or chain technique, think again. At McDonalds it's called a happy meal. At French restaurants it's called Prix Fixe. Love that comparison! Both make ordering quick and convenient--yet the prix fixe menu is chef-driven, giving it an extra cachet. (Though if you're a kid, I suppose the Happy Meal toy is special enough.) Meal packaging has to be one of the oldest restaurant marketing techniques, but your comparison captures the scope neatly. I follow the quick-serve industry closely for my blog, and have been an editor in the segment for about fifteen years. At home, we're foodies who appreciate well-run restaurants of all kinds. Glad to find your blog. I'll be checking back. - Lea Davis Founder, http://www.quickservekids.com ...
By: Lea at Quick Serve Kids
on
The Happy Meal Is Just Prix Fixe
Well, should you tell potential employees about their future, wether they will be let go at the end, or tell the truth and roll dice against your lying competition ...
By: Fitz Whaley
on
Don't Jump, it's Time to Hire Summer Help
Thank you But ,I do see the other Picture, and that is You have DONE IT, and you have been Successful. I sure will look into both options. Mr. Foley, what do you think of Texas Market.growth wise in Equipment Sales? Any feedback please. Thank you and appreciate your time Jay w ...
By: Jay Mallick
on
Repping Is Not an Easy Road
Surveillance cameras and video capture cards/dvrs and such are still very useful. There are even systems that allow to tie a cash register into your camera footage, so that you can read the details of the transaction you are watching onscreen. There's a great site where you can get everything you'll need for a top notch CCTV surveillance system. www.gvcards.com ...
By: joshgerson
on
Cottagewood Contraband
I totally agree with your points above, i would also like to ad, that referral is very important when you buy equipment. Last week I needed a few Hobart Mixer hooks, and I was referred to http://www.partsforchefs.com and I did not know about that site. But since a fellow chef referred me with positive results, i gave it a try, and it was perfect. Word of mouth is key. Thanks!
By: Chef boyardee
on
Ten Tips on Purchasing Equipment
I was in Vail, CO for a ski trip this winter and hit a new restaurant with a great new concept I had never heard of: a new menu every day and about a million small entrees that allow you to pick more than one. It's called Dish Restaurant , located about 15 minutes from Vail. I wish I knew of something like that in Virginia.
By: Ed Grimes
on
A New Concept in Coffee?
www.roryfatt.com ...
By: Jim
on
When is Enough, Enough?
Great illustration of an issue that just about any independent outlet faces. How does a hardware store compete against Home Depot? Or a bookstore against Barnes & Noble? "Learn your customers' names. Remember what they drink. Recognition goes a long way. Often, it will be what brings them back." Aboslutely.
By: Peter Levinson
on
When Chain Invasion Causes Sleepless Nights, Polish Your Assets
I must be reading too many e-mail news briefs about our industry. Over the last week or so it seems that Chicken Little has been promoted to Cub Reporter. Daily reports of slowing sales are derigueur. All the big chains seem to be losing ground. Kind of ironic in light of the fact that some of them seem to be buying, leasing, and developing all they new ground they can get. I can?t help but feel that we need some perspective. The restaurant industry has enjoyed unprecedented growth over the last ten years or so. This, I am sure, explains why there seem to be so many restaurants lately. Maybe it?s the ?Bandwagon? effect. Regardless of cause the answer, especially for the independent, is good strategy and execution. Your post makes some great points about menu selection. Through good times and bad this is the first place to look when addressing profitability. It is refreshing to read something that offers some solutions instead of just reporting that the sky is falling.
By: Les Lent, FMP
on
Industry Update: Buck the Slowdown
Just read todays story and you brought tears to my eyes and laughter to my heart - I remember it like it was yesterday....I think your readers need to hear about how important marketing and buzz can be for their business - all those things that we did - how we maximized every opportunity to tell our story and to romance of business - made a large difference. Thanks for the memory flash.
By: Kranston
on
A Photo Shoot in Time
These folks may benifit from some proffessional help. It might be worth the money spent to hire a consultant to review their operation and make suggestions. And Mr Foley, about the restaurant owners claiming that they are making fortunes, I read some good advise that even though you are not doing very well or going through a slow phase, you always want to say specially to your patrons that you are doing good, because it potrays a positive image as no one, specially your customers, want to associated with a 'loser'. That said, my experience has been that restaurant owners generally love to whine to each other and their vendors about how ' bad' things are. Bussiness is slow, can't find the right people and the ones you have are screwing you.
By: Balraj Bhasin
on
Where are the Profits?
We feel the market slowing down quite a lot. The season was lousy, almost nonexistant. I talk to customers, it is less to do with the food prices and more with the gas prices, people just don't want to drive around at $3/gallon. Inflation is also quite high all of the sudden, the elctircity doubled compared to past winter. Also, it is unfair to put Applebees into upscale casual segment, last I checked most of the menu was just above McD. Their problems are unique, they overexpanded and lost focus on quality. Paneeras and Starbucks of the world are more of the segment, and Paneera lowered the prices 20% in my neighborhood shop.
By: Tim
on
Industry Update: Buck the Slowdown
Branding: Authenticity is key to long-term success -Tom Kelley and Rick Wolf We hear story after story about operators trying to reinvent themselves or wondering why they have lost market share. Often times they are so close to the root challenge that they overlook it and try to advertise or promote their way out of slumping sales. A better approach: look deep to examine and refine your true brand essence and never loose sight of the essential emotional connection your brand must make to each guest or customer. Over the years we have accepted the challenge of assessing and developing strategies to both launch and expand market share for operators and suppliers alike. There?s always been a common thread: be true to what made your brand great and never loose sight of what makes you, your product and your service authentic and unique. Often times, when business goes south, the immediate reaction is either to slash proactive marketing expenditures or to try to advertise to regain market share. Neither works. What does work is having all principals and operations folks look back to what drove business when expansion was taking place. What products built the company? What did the brand stand for? What made guests and customers come back? With increased competition comes a desire or tendency to ?act like the Jones?s,? rather than keeping the focus on a unique and authentic brand story. Long-term success, we have found and suggest, is found in remaining steadfast in delivery of a product that is beyond anyone?s duplication. Good operators will realize the need, every couple of years, to take an objective and impartial view of what message their brand is sending ? both by operational execution as well as through visual merchandizing in the restaurant. Our advice to operators in today?s ultra-competitive environment: examine and refine your core brand. You may too close to daily operations to see how your original focus has morphed into something that is truly ?not you.? Don?t be afraid to call in some expert help to look at all that you are doing, internally and externally, to see if you are truly showcasing your authentic core message. Whatever you do, don?t wait until it?s too late or spend thousands on unfocused advertising dollars. When you stand back and get assistance in taking a hard look at what truly put you on the map to begin with, you?ll realize that same core brand message and product can take you to new heights as well. Just realize that as you examine your brand and your operations, you need to always seek to build emotional connections with your guests. Great brands aren?t reinvented, just are continually improved and reinforced. When?s the last time you really took a hard look at how true your operations are to your brand promise? Now would be a good time! _________________________ Tom Kelley and Rick Wolf are Partners of Concept Group USA (www.conceptgroupusa.com), a strategic brand consulting firm. The firm has over 100 years experience examining, refining and expanding brands in the hospitality and restaurant industry.
By: Tom Kelley
on
Industry Update: Buck the Slowdown
It is only a question of time when Starbucks goes bust. They are simply too expensive and with the economy going down I don't see many people continuing shelling $3 for a cup o joe.
By: Tim
on
A New Member Joins Restaurateur Anonymous
Hi John, The tip on the bread giveawa is absolutely fantastic! We make wonderful focaccia here at Restaurant Magnus, and every day have more than we've ever been able to give away to food pantries. I'm going to suggest that we implement the giveaway to the last customers of the day right away. It works on so many levels: 1. You've changed waste into customer perk/customer service without any additional dollars. 2. The last hour of table seating isn't exactly the peak of the evening, and giving that something extra to the late diners will certainly help filling out your 2nd or 3rd? turn of the evening. 3. It creates a conversation "at home" when guests ask, where did you get the terrific bread? You always share lots of great ideas, and for that I thank you wholeheartedly. This idea though, was worth the entire week of reading your posts for me! Kind regards, Prentice Berge Restaurant Magnus 120 East Wilson Street Madison, WI 53703 608-258-8787 ...
By: Prentice Berge
on
The Golden Leg of Lamb
And now of course we have TacoBell trying to convince us there's a '4th Meal' between dinner and breakfast! See ...
By: Ken Burgin
on
The Art of the Day Part
I appreciate these words in your article, We are all gamblers, have you ever met one that lost??
By: tony he
on
Where are the Profits?
Very well written I found it to be appropriate for the time and will pass it on to some people that will find it very helpful. Thank You ...
By: Dennis Colome
on
For Free Advice, Open a Restaurant
While eating out in a restaurant we think the owner is making a huge profit. This letter which you are replying shows the other side. Like any business this business is also hard. The owners have many kinds of obstacles and money making is not an easy game. I liked your positive responses to their problem. They should try again before giving up their dream.
By: Razib Ahmed
on
Where are the Profits?
Great post and comments! These are some of the core beliefs we had in mind when we designed our restaurant website product. Included in our packages are both an e-mail newsletter capability, and blog capability.
By: Restaurant Websites
on
The Art of the Email
Sir, your blog entry about coulis is simply the most awesomest act anyone has done for me in recent memory. No scratch that, I could say ever! Thanks! wetzel ...
By: David Wetzel
on
The Art of the Frozen Food Gift Basket
You bring tears and yes a slight smile to my face when I read this - could this really be true - Oh God - how did we live through all of this. Kran ...
By: Kran
on
The Art of the Frozen Food Gift Basket
Years ago I worked as a short-order cook at a luncheonette and was told a different story about "86." It all had to do with the way we called the orders to the cooks: #1 rye was a tuna salad sandwich on rye bread, #2 down was an egg salad sandwich on white toast, etc. One glass of water was "81." Two glasses were "82." That worked until 85, after which I was told that 86 meant we had served all the water we had and we were out. I never heard anything about a NYS liquor law and this was in NYC.
By: Chefwannabe
on
86 'em, Harry
I mean who is in charge here . You are trying to run a business here .We enter the business world to try and make a profit .Not let the money go down the drain .First you need to tell him that running the restuarnt includes the kitchen also. Then tell him no more special order produce because to leave truffles rotting in the cooler is just shameful . If he does not do it just simply contact the saleman and tell him to stop bringing buy the special order list or leave the list with you.You should also give him a set budget .And if he has money left allow him to order from the special produce list.Remeber to stand firm with him so he knows that you are serious.
By:
on
My Chef is Addicted....Help
Not only the resturant owners should send nice emails to their customers but also they should start opening blogs to address customer relationship. Resturant business is the place where customer satisfaction means most. It is a pity that resturant owners hardly care.
By: Razib Ahmed
on
The Art of the Email
Assuming the marketing promises and environment is true, it would be a great idea to add a blog to the marketing mix. What a great place to not only talk the restaurant up, but to let your customers rave about how much they like it.
By: Gary Bourgeault (thealphamarketer.com)
on
The Art of the Email
A good idea to appreciate your staff. I have used gold coins, as in a quarter ounce gold sovereign as a token of appreciation. Later I moved to various other tokens, but I am known as the boss who gives gold to his staff.
By: Duncan
on
The Skipper of Staff Appreciation
Hi, completely off-topic comment so please delete it but couldn't find a contact email address. I'm trying to get the word out to agri-bloggers and foodie writers generally that the agricultural expert from the UK's largest producer of frozen peas is mobbloging the pea harvest from the field:-) He's on day 20 and the weather has been bad. The url is: http://blogs.mtengine.com/peaharvest/ Cheers, Dug ...
By: Dug Falby
on
A Fowl Call to Action
Good points, but it would seem to me that the professional critic should be understanding of the staff's diufficult job but also understanding of a patrons view on value. For this reason I wonder why most reviews fall into the category of normal spending for only the > 90% percentile income bracket? Seems like many critics may be intouch with chefs and owners and writing only for them, when that is a backwards approach.
By: Charlotte
on
Is That the Food Critic?
Yes, customer service can be a very challenging aspect of the restaurant business, or any business for that matter. But for the casual employee's (summer help, college students, etc.), perhaps its best to structure an easy to learn system for dealing with the general case of an unhappy customer. When I was managing the local pub in college, customer service was the beginning and end of every meeting. We used a simple system that could be incorporated in every general complaint. The steps follow: 1. Apologize 2. Offer a refund 3. Offer to make the dish again (on top of the refund) 4. If there is a time constraint, offer a selection from the coolers for free 5. Apologize again 6. If the customer is still not cooperating, find a manager The principle behind the system is to give the customer whatever we could to make him/her happy. The price of the food, the price of the refund, the price of the cooler selection, none are greater than the price of a lost customer. I hope you got lots of coleslaw!
By: Jason
on
Espresso Bean Roasts Over Slaw
Hello, Here's a bad customer service story. I live 5 minutes away from Bay Park Fish Co., located on 4121 Ashton St. San Diego, CA 92110. I have been a very good customer to the restaurant, eating there about once every week and taking 10 of my friends to the restuarant. I have however, hit a limit today and will probably not frequent the establishment again. I ordered takeout a month ago of a swordfish sandwich. I got home and realized that: 1. they charged me for the swordfish club instead of the swordfish torta, which is about $1.00 more (but they didn?t give me the club, they gave me the regular sandwich), and 2. They forgot my coleslaw, and I really like their coleslaw. I ordered takeout again a couple of weeks ago and the same story, they forgot the coleslaw that comes with the meal. I ordered takeout again today and they again, for the third time in a row, forgot the side dish. I promptly called the Bay Park Fish Co., and spoke to an employee. I informed her that this is the third time they forgot the coleslaw. Her response? ?why don?t you just order a side of coleslaw next time? they?re not very expensive.? I then politely explained to her that coleslaw is a side dish that already COMES with the meal, and what?s to say that they won?t forget my separate order? She then said she would tell someone in the kitchen and hung up. A fan of the blog, ?Waiterrant,? I always try my best to be a good and reasonable customer. But a restaurant has to be good and reasonable to their customers as well. This is a shame, because not only will they loose my business, they will loose my roommate?s, and about a dozen of my friends?s business as well, since I?m always the one suggesting to go to Bay Park Fish Co. Moral of the story? Be reasonable! Be kind! At least give your customers what they paid for!
By: Jean
on
Composition Salads, Dornenburg and Page
Hi John, Thanks for sharing the recipes, and for all the great info on your blog posts. I love chilled soups in the summer. I try every summer to feature a chilled soup or gespacho with menus at my restaurants. They are everything you describe - they cleanse the palatte, they are readily made from ingredients in the cooler, and are less filling than traditional soups. When living in California, I saw chilled soups featured all over the place in summertime, however back here in Wisconsin, I continually get quite a bit of resistance from customers with the common refrain, "Chilled soup? Never really went for that kind of stuff..." With your Minneapolis/St. Paul restaurants, did you have as much success with chilled soups in summer as you did on the west coast? and second, what do you do to help your restaurant/servers/customers get over the mid-western fear of chilled soups? Again, thanks for all you share with us. Kind regards, Prentice Berge ...
By:
on
Chilled Soup a Hot Summer Menu Item
sry, can i ask you a question? where can i find this restaurnt? i like it :)) thx ...
By: Miley
on
The Weed and Feed Program
John I must admit that you know your business very well. Any restaurant's heart is the kitchen. If the working condition in the kitchen is not good then there will be problems in cooking and serving the food in time. You have given a very good idea about kitchen design.
By: Razib Ahmed
on
Design the kitchen with function in mind
We can promote your company on world wide classified web sites your success our motive Please visit: http://www.pastenearn.com Pastenearn.com A Reknown name in home based Ad pasting jobs.
By: sintizar
on
Advertising- more than just one dance
we build commercial kitchen hoods and can deliver faster than anyone. is there a blog site for commercial kitchen equipment?
By: nick ramphos
on
World Cup Status of Plate Rail Politics
is there a site for kitchen equipment ...
By: nick ramphos
on
World Cup Status of Plate Rail Politics
Nice article fOLEY. I really enjoyed reading it. The indicators that will show whenther a restaurant is having a good business, are really good. Another important point I would like to add is public relation. This very important. Handling clients complains and interactiing with them these things are also very important.
By: Razib Ahmed
on
How's Your Season Shaping Up?
Good one on positioning your restaurants name. Does the spelling also matter. What if your restaurant name coincides with a 5 star hotel in another country which is quite famous ...
By: joael
on
Ah, The Name Game
Absolutely! Until independents learn that you can't shrink your way to success, they won't have any!
By: Jeffrey Summers
on
The Wage and Salary Ballpark
Dear John, While I agree that turning mistakes into opportunities for going the extra mile into accolades, I also caution against assuming, without asking, what the customer may want/not want to make it better. Many years ago I received a letter from a customer telling me of a negative experience at our restaurant. He was very angry that after his dinner came out wrong that the waitstaff (as instructed by a busy host who never came by the table herself) had given the guest both a round of drinks and desserts. Well, all well and good except that they had already drunk their fill and didn't want to drive under the influence, and they were not dessert eaters. They said that they'd never come back because, "nobody in charge cared enough to come by our table to apologize." Well, there were lots of lessons to be learned from that encounter, but I feel that the most important one was; when things go wrong, 1. never assume what will make it right with the customer, 2. go and sincerely apologize for the error, 3. and then ask them for what would satisfy them way beyond their expectations. 4. Then do it, and find a way to outdo their wildest dreams within the parameters of what they asked for. More than free drinks, desserts, apps or comped meals, a disgrunted customer more often than anything else just wishes to say thier piece to someone who listens with undivided attention. Thanks once again for a wonderful blog. We're reading you almost everyday here in Madison, Wi. Kind regards, Prentice ...
By:
on
Turn Those Mistakes into Accolades
Hi John, Like your blog business has tripled overnight when the snow melted and the course opened. I have a new manager who wont make it, she has nightly meltdowns in the backroom. Looking for a replacement. Had a good Easter, 400 at $16.95 and there was no wait to be seated or at the buffet at any time. Had to break up a fight with two dishwashers at 10:00 am, not good timing on their part, I escorted one out the back door and into the wall to put a quick end to that. Don't you miss the kitchen???? Getting toooo old for this. Scott Maanum Say hi to Karen ...
By:
on
Cross Training is Essential for Success
Is Immigration good for people who are in the dishwashing business?
By: American Blood
on
Immigration is here, tell the Sous Chef
John -- You are so right! One of my clients was a small restaurant / deli. What a mess they had on their hands. Piles of paper that no one kept track of. They managed their business by the balance in the checking account. What a mistake. Sadly they sought out my help a bit too late.
By: Denise O'Berry
on
Hello, is your bookkeeper in?
John, Just saw your blog. I love it! Looking forward to lunch tomorrow. Steve ...
By: Steve Lopez
on
This Easter, Sparkle
2nd Source Funding is the Industry Leader in Restaurant Loans
www.2ndsourcefunding.com specializes in providing restaurant loans.Restaurant loans are very hard to achieve through typical banks, but now with 2nd Source Funding a restaurant loan can be attained. We understand the nature of your business and are willing to provide your business with a restaurant loan to increase growth, cash flow and inventory. Call now to find out how easy it is to qualify for a restaurant loan.
...
john, thanks for the story about our business, lrb distributors. you story makes a good point, and i try to listen to employee ideas because most often they are better than mine. the beer business has been good to our family because of a great supplier,wonderful employees, and loyal retailers. we would not have made "50" without all three. thanks again. paul ...
By: paul berrettini sr.
on
This Bud Story is for You
john, thanks for the story about our business, lrb distributors. you story makes a good point, and i try to listen to employee ideas because most often they are better than mine. the beer business has been good to our family because of a great supplier,wonderful employees, and loyal retailers. we would not have made "50" without all three. thanks again. paul ...
By: paul berrettini sr
on
This Bud Story is for You
Interesting topic. It would be too simple of an answer to say that if foodservice employers provided their workers with the same living wage, basic benefits and the qualities of life work schedules provided by so many other industries, this may not be an issue at all - but that is too simple. The answer has to be much more complex, it has to take into account that ?everyone? knows that working in a restaurant is not a real job - no, it is only a way to make ends meet until a position opens up somewhere else. Although Chefs, Sommeliers, Matre Ds, Managers, Servers and even Maintenance Staff spend as many, if not more years than Accountants, Doctors and Lawyers perfecting their craft, they are still looked upon by many in the same light as a high school student that works in a fast food restaurant during summer break. Even foodservice employers who themselves have worked their way up from the trenches and understand exactly how much effort it takes to provide even one guest with an exceptional experience still fight tooth and nail with their staff when it comes to providing them with a reasonable quality of life in exchange for their blood, sweat and tears they give willingly 24/7/365. It is shameful answer - not complex. Almost every other industry has learned that to be successful you must deliver a quality product , and the quality of any product is the direct reflection of the people who create it, therefore they compensate their staff accordingly even if that must increase the delivery cost to do it. These other industries have learned that although their customers do not enjoy price increases, they would prefer them to purchasing an inferior product at a lower cost. It seems amazing that an industry that provides one of the three basic elements of life to their customers has still not figured that out. These foodservice employers still cling to the belief that a waitress should still serve every guest with a smile after standing on their feet nine hours a day , six days a week at $2.13 an hour - they still think that allowing a cook to call in sick without having to pay for a doctors slip is a ?personal day? benefit and that health care is the first aid kit in the break room. Sure the will always be people who will continue to work in the foodservice industry and accept the abuse and neglect until they find something better - that?s why its so hard to find and keep good help. Think about it when your pricing out your next menu.
By:
on
Finding and Keeping Staff, It's Just Football.
Interesting topic. It would be too simple of an answer to say that if foodservice employers provided their workers with the same living wage, basic benefits and the qualities of life work schedules provided by so many other industries, this may not be an issue at all - but that is too simple. The answer has to be much more complex, it has to take into account that ?everyone? knows that working in a restaurant is not a real job - no, it is only a way to make ends meet until a position opens up somewhere else. Although Chefs, Sommeliers, Matre Ds, Managers, Servers and even Maintenance Staff spend as many, if not more years than Accountants, Doctors and Lawyers perfecting their craft, they are still looked upon by many in the same light as a high school student that works in a fast food restaurant during summer break. Even foodservice employers who themselves have worked their way up from the trenches and understand exactly how much effort it takes to provide even one guest with an exceptional experience still fight tooth and nail with their staff when it comes to providing them with a reasonable quality of life in exchange for their blood, sweat and tears they give willingly 24/7/365. It is shameful answer - not complex. Almost every other industry has learned that to be successful you must deliver a quality product , and the quality of any product is the direct reflection of the people who create it, therefore they compensate their staff accordingly even if that must increase the delivery cost to do it. These other industries have learned that although their customers do not enjoy price increases, they would prefer them to purchasing an inferior product at a lower cost. It seems amazing that an industry that provides one of the three basic elements of life to their customers has still not figured that out. These foodservice employers still cling to the belief that a waitress should still serve every guest with a smile after standing on their feet nine hours a day , six days a week at $2.13 an hour - they still think that allowing a cook to call in sick without having to pay for a doctors slip is a ?personal day? benefit and that health care is the first aid kit in the break room. Sure the will always be people who will continue to work in the foodservice industry and accept the abuse and neglect until they find something better - that?s why its so hard to find and keep good help. Think about it when your pricing out your next menu.
By:
on
Finding and Keeping Staff, It's Just Football.
Hi John - Having spent an hour reading some of your blog entries, this one statement from this posting has hit home "I opened a few beautiful restaurants that customers couldn't find without a hand-held GPS system. The rent was right, the build-out credits were right, and the atmosphere within the restaurant was beautiful. However, the money I spent on marketing, promotion and advertising eventually dragged the operation into such debt that all the good looking deals in the beginning became the restaurant's downfall." The reason that that it stood out is that some of this rings true to home for me. I own and manage a mostly successful restaurant "empire" in the middle of nowhere and most times my choice of location is the biggest controversial factor for me, particularly in terms of marketing and staffing. Perhaps you could spare a few moments to regale me with some of your more "sterling" moments in the rural restaurant settings that you touched on? I clicked on your link within foodservice.com's website early this am, and to be honest, have enjoyed your blog immensely. Thanks, John ...
By: GardenDar
on
The Right Location a Must for Success
Hi John, Call me Scott ...
By: Scott Maanum
on
Faux Pas Friday
Hi Maria, Expand the catering, don't do the bar and you will be able to have a life and a few days off once in a while. Scott Maanum Exc. Chef ...
By: Scott Maanum
on
Finding and Keeping Staff, It's Just Football.
John, great post. I just can't stand driving by a half dozen fast food eateries with "now hiring" signs displayed prominently in the window. Some of them are giant banners that are just as big (or bigger) as the store's signage. Or even worse, instead of displaying a marketing message (ie daily/weekly special, etc.) the big sign out front has the obvious "now hiring". Doesn't even say what they're hiring for but thats not the point. Every fast food in the neighborhood is short-staffed, yet the operators still advertise it in lieu of something, anything that will make them money or at least differentiate themselves from the rest of the fast food nation. Like you, I only go to the ones that don't "advertise" their labor shortage (and shortage of service) and lack of common sense. Thanks! Andrew Ritzert ...
By: Andrew Ritzert
on
"Dishwasher Wanted" Sign Must Go
Hi, I am a student at BriarCliffe College in Bethpage NY, I also have a small catering business on the side. Some time next year I want to open a small Bar Lounge. My question to you is how do I find a good staff and keep them.
By: maria
on
Postcards or Keeper, You decide
Thanks for comments John. Scott ...
By: Scott Maanum
on
Postcards or Keeper, You decide
John, that's a great point and I think it applies well beyond restaurants. That looks bad in most businesses. I drive by an auto repair shop almost every day and I always notice the prominent "Mechanics Wanted" sign in the front. (yep -- that is indeed plural 'mechanics'). Why would I want to bring my vehicle for repair to a place that's in dire need of mechanics? That's why classified ads exist. Great blog post!
By: Frank Ross
on
"Dishwasher Wanted" Sign Must Go
Hi John, Good point. If you treat your staff right you will have a waiting list of their friends and family for the next job opening. Ads and signs bring in all the people who have to fill out apps. each day to keep their welfare checks comming. Scott Maanum Cold, snow, but very busy in Wisc.
By: Scott Maanum
on
"Dishwasher Wanted" Sign Must Go
Hi John, Why was that chef fired? I enjoy your blog, look forward to reading it each day. Scott Maanum ...
By: Scott Maanum
on
Your Cooler is Full of PR
Hi John, Why was that chef fired? I enjoy your blog, look forward to reading it each day. Scott Maanum ...
By: Scott Maanum
on
Your Cooler is Full of PR
Hi John, Thanks for such a nice article! I had just finished emailing my accounts payable girl some credit card numbers, to bail me out of this months bills, when I read your post. Some things never change, do they? I am still educating potential restaurateurs in making a small fortune in our industry. The lesson is still start with a large one. Talk to you soon, Bill I trust you got my last reply???
By: BILL LEE
on
A WORD ON MAKING ASSETS
Hi John, Nice seeing you at the Fancy Food Show!! It's been while. I have been enjoying your post. Let me know if you would like periodical updates on interesting Carmel/Monterey restaurant "stuff"... or if you don't give a shit, no problem. Here is an example of some of the priceless crap I can lend you... Nick Lombardo, owner of Rancho Canada died of a heart attack while playing tennis about 8-9 months ago. Great guy, very lean & healthy...didn't look 71. I bought his house at Carmel Valley Ranch 4 years ago and he carried a generous 1st mortgage....(so naturally I've always liked the guy)! Bert Cutino had a few heart attacks & a triple bypass in the past 2 months, and is back already giving his Chef his daily beating at the Sardine Factory. Del Monte Center recently opened a California Pizza Kitchen, 12 plex Century theatre, and Marie Calenders is closed. See www.bixbybistro.com to view my latest!! Bahama Billy's is www.bahamabillys.com Say hi to Karen!! Bill ...
By: BILL LEE
on
Finally, Friday
Hello I am a student and would like to know how to post a blog and i'm in an ecommerce class right know and would like to understand how blogs work. can you tell me how to post a blog, also are blogs succesful and do they meet your expectations?
By: Nichole
on
Sorry I missed your Birthday, Sweetie...
Hello, I am a student in an E-comerce class and i would like to know how blog's work and if you find them to be successful.
By: Nichole
on
Sorry I missed your Birthday, Sweetie...
Hey John, The blog sure does bring back some interesting memories. Keep em coming Brian ...
By: brian harron
on
Ah, Friday. Is this the Bail Out Weekend?
Not everyone everyone wants to open the business because of their culinary skills or love of food. Some of us are just born with restaurant blood I think. I can't cook worth beans, except maybe my "blackened" cuisine, served with live flaming fire, in a warm smoke-filled room topped with frothy chemicals dancing about...but I am somehow addicted to restaurant "drama", the whole play, not just the cooking, the day-to-day activities...and it's not in our family, except maybe my grandmother working in a school cafeteria until her death...It's the creative aspect and continuous change and growth more than anything, along with the social aspect, the being able to make people happy aspect, along with the sales and marketing, daily challenges, there's so much more than food...
By: fivekitten
on
Everyone Wants to Own a Restaurant
View More Posts From:
2008
- July 2008 (5 posts)
- June 2008 (7 posts)
- May 2008 (7 posts)
- April 2008 (8 posts)
- March 2008 (10 posts)
- February 2008 (8 posts)
- January 2008 (8 posts)
2007
- December 2007 (6 posts)
- November 2007 (9 posts)
- October 2007 (11 posts)
- September 2007 (7 posts)
- August 2007 (14 posts)
- July 2007 (12 posts)
- June 2007 (14 posts)
- May 2007 (17 posts)
- April 2007 (17 posts)
- March 2007 (15 posts)
- February 2007 (15 posts)
- January 2007 (20 posts)
2006