Category Archives: business

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 […]

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 […]

innovation: look outside your industry

If you are looking to be more innovative with your restaurant business you may want to look beyond just what other restaurants are doing.  Going to conventions or large restaurant shows is a good idea since the tools and ideas offered there are catered specifically to a restaurants needs.  But to truly be innovative it […]

the gracious customer

  I recently read an interview that asked a panel of Montreal restaurant owners and managers about proper customer etiquette in this modern age.  It was interesting to read that many customers do not understand or take the time to think about what it means to be gracious.  I think we should expect great food […]


When I moved to New York from Los Angeles, my fiancé had to spend some time explaining how to prepare for the weather.  One important point she made was one of managing umbrellas.  She told me that during the rainier months umbrellas are in abundance and that I shouldn’t bother spending a lot of money […]

the business of giving back

To find true success with your restaurant business you must have ways to give back.  This means you need to show the community that supports your business that you care about more than just the money they give you.  You should look for ways to appreciate your staff and your vendors beyond just what you […]

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