Author Archives: Alonzo Cudd

timing

Part of providing a great customer experience in the restaurant is good timing.  A lot of fast food or quick serve restaurants believe in the rule of “Faster = Better” (they also believe in “Cheaper = Better” but that’s another article entirely).  But is this true?  Is there such a thing as going too fast?  […]

the evolution of online restaurant delivery service

I read an article today that reported on restaurant owners that were losing money to online delivery services like Seamless and GrubHub.  These services, while great for the customers that use them, are laden with heavy fees for the restaurant owners.  These fees have actually caused a loss for many restaurant owners and a lot […]

customer experience vs customer service

The Customer Experience in a restaurant incorporates everything that goes in to a customers visit.  Customer service is part of that visit, but so is the food, dining room, look of the staff, and the atmosphere.  There is no number that is used to measure the Customer Experience but there are indicators of whether a […]

the health department

As a restaurant manager there was always a sense of dread when you saw the health department come walking through your front door.  Even if you had great food handling policies and practices in place you knew that if you got the wrong person the health inspection could go poorly.  I have watched as inspectors […]

Where can restaurants serve up tech?

More and more restaurants are using mobile technology like tablets and handhelds to take orders, inventory, and improve the guest experience.  Some of the more advanced technology allows managers to run real time reports on food usage and sales performance without ever having to leave the dining room floor.  A manager that spends more time […]

restaurant employee feedback

Do you have a restaurant team that challenges you?  Or are they rank and file?  By challenge I don’t mean disagreeing with you at every turn, but employees that give you honest feedback about how the business is doing. If you’re not sure there is an easy way to get people to start being honest…ask […]

new restaurant manager syndrome

We are happy to have you as the new restaurant manager and we’re glad to see you’re enthusiasm to help us be more successful.  But before you decide certain things need to change please take the time to understand why we do things the way we do.  Otherwise your “new” ideas may fail because we […]

the angry chef, restaurant manager, reality show host, Etc.

I remember the days of serving where the chef would yell at us for various misdemeanor kitchen crimes.  You might not garnish a dish right, or it could have a sauce you don’t remember and all of a sudden you were berated with a flurry of foul language all meant to do nothing at all […]

customer feedback

I just had bad service.  It happens to everybody I guess.  The server wasn’t rude just bad.  They were painfully slow and inattentive, they got our order wrong, and were an all around distraction to the entire meal.  The server was nice, but they either didn’t care or were poorly trained.  The manager was nice […]

stay to it-ness

To succeed in the restaurant business you have to have stay to it-ness.  Stay to it-ness means setting standards and holding up the integrity of those standards day in and day out.  Restaurants can fail for a bunch of different reasons but one important element of success is never giving up on your ideas, your […]

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