Category Archives: learn and share

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 […]

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 […]

recovery

In the restaurant business one important measure of how strong a crew is is how quickly they can recover.  There can be several reasons for a crew to need to recover.  They may be hit with an influx of customers they weren’t expecting, kitchen equipment can break and push orders back, or a shift can […]

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 competitive shop

So often as restaurant owners and managers when we go out to eat at a competitor’s location we look at how we’re better.  But what if we did the opposite?  What if we looked at how our competitors do things differently or better than we do? What could we learn? Try going to one of […]

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