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cultures dont grow from talking

In elementary school we all were given a sample of bacteria that we then put in a petri dish for observation.  Our teacher told us that if we put the sample in a certain type of environment that it would grow.  This bacteria was pretty hearty so all it really needed was to be held […]

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if you want something done right

Historically this sentence was followed by “then you better do it yourself”.  This of course assumes that “you” are the only one competent enough to complete…well anything at all.  If you truly feel this way then you’re in big trouble.  The fact is is that one person can’t possibly complete as much work as a […]

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“let me get my manager”

You’re eating a meal and something goes wrong.  Not a big thing…a little thing, but you need it to be fixed.  You alert your server and the solution you come up with is that your meal will be remade.  At which point you hear these dreaded words from your server, “Let me get my manager.”  […]

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the rocket ship excuse

A few years back I had a conversation with a friend of mind regarding the merits of bartending for a living.  This particular friend was making a great income that allowed him to live a very comfortable life.  However, his concern was that the perception of bartenders, particularly as they get a little longer in […]

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the best way to find a great business idea

I moved to New York from LA a year ago this month.  One of the few failings of this city, besides winter weather that has me wishing for a wool body suit, is that I can not find good Mexican food here.  It is quite an anomaly if you think about it long enough.  A […]

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why auto gratuities shouldn’t work…but they do.

A friend of mine that lives in LA told me that they were at the Roosevelt Hotel bar and their bar bill for two drinks had an auto gratuity added.  This friend has worked in the restaurant industry for a long time and knows that auto gratuities are normally only added to large parties.  Quick […]

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why the restaurant industry will be changing in the customers favor

My friend who has worked for Olive Garden for over 20 years told me that the company recently sent notice to all tipped employees that regardless of what their hourly rate is they would all go back to making minimum wage.  My friend at the time was making over $14 for their service and this […]

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you can’t train customer service

Some of you are thinking, “Oh yeah, tell that to my manager.  We have a twelve step program that teaches us all about providing great customer service.”  I don’t doubt that’s true and I have actually been guilty of doing this same thing.  I see a crew member that isn’t providing great customer service and […]

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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?  […]

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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 […]

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