Save For That Rainy Day

Too often in this business, proprietors celebrate and live it up during the busy times. That is great, and you should be doing that, but you also have a responsibility to your employees to keep the place open and to take care of the joint. Slow in January? Well, let’s see now…You have been open for five years…

#200

Seems like it was just yesterday when I struggling to find something appropriate to write for my 100th post. My how time flies when…   This 200th post is coming out with little fanfare, but on a subject that all restaurateurs, at least in Portland, Seattle, San Francisco, Los Angeles, New York, or any other city…

It’s All in How You Handle It

What a difference a recovery can make. Taking an angry, unhappy customer and turning them around in to one of your best regulars. Spokespersons for your restaurant. People want to like you. I have said many times, it is not the mistakes you make, but rather in how you handle them. Examples While serving the…

Say Goodnight, Gracie

My last post talked about the importance of saying hello to your customers, right away, as soon as they walk through that door. Customers are a sensitive lot, and it doesn’t take much to set them down the path of ‘lost forever’. It should be done as close to immediately as possible. I am now…

I’m Baaack

Did you miss me? Let’s see which of my dining experiences over the holidays should I share with you this time? I do need to remind myself that this is not the forum to rant, but rather to educate. I’m trying… No hello I am writing an Ebook (a few, actually) about service, and this…

I Don’t Believe in Bumper Stickers

But if I did, they might say something like: Thank the Kitchen Learn the Food OMG, Another Customer UGH (Sigh) Work Clean, Work Small The Unawareness Zone Address it Now Date Night Someone Pleeze Say Hello Are You the Owner? Am I Too Late? Which Would You Do? Harshest Critic Mixologist Be a Presence in…

Wow, You’re Awesome!

Nothing makes me happier than going out to eat, and leaving with this feeling. Whether you go in with high expectations, low expectations, or no expectations, and then you leave with a somewhat euphoric feeling. That is what eating out is supposed to be all about. Why not your place? Wouldn’t you want people thinking…

It Doesn’t Take Much

Old research, before social media, would tell us the effects of a diner having a bad experience. Basically, in a nutshell, it says that if someone has a bad time at your restaurant, they will tell 12 others. Those 12 others will tell 6 more that you are not good. Those 6 will tell 3…

The Little Things

Little things mean a lot. I think that might be the title of an old song. Regardless, it is true nonetheless. Little things can make the difference. The difference between success and failure. The difference between profitability and loss. The difference between a customer’s good experience or bad. Both good and bad The little things…

While the Boss is Away…

It is an interesting phenomenon. As soon as the boss goes home the employees start to get in to mischief. You are being naïve Mr. or Ms. owner if you think otherwise. I was out at a place the other night, and as soon as the manager left, I watched the bartender start to pour shots….

Learn the Food!

Many years ago (many years ago), I was a server at the new ‘hot’ place in Los Angeles. The chefs went on to win a James Beard award, but that is not really the point of this particular tale. Every day before we opened the doors to the public, the dining room manager would line…

I Was Wrong (and Still Am)

As many of you who read this blog know, I can come across a bit high and mighty. The one thing I feel that has allowed me to sound like that, has been the fact that all this time I knew (and I assumed you did too) that I was full of it. As I chronicle…