Travel Gem - Surdyk's

I was recently travelling through MSP (Minneapolis- Saint Paul Airport) and with a two hour wait between connections, I had the privilege of dining at Surdyk's.

Surdyk's is a boutique-diner with limited eat-in seating, but they do have airport lobby seating and a great selection of grab and go take-out items.

Their "thing" is great wine, paired with gourmet sandwiches and unique salads. The menu has a trendy feel. Their selection is completely out of the ordinary, especially considering its location.

I had a mixed plate of salami and cheese. It was served with a glass tumbler (think big water glass) of fresh crisp toasts, and breadsticks. It was served also with assorted nuts, dried fruit, olives, pickles and mustard. I took their suggested pairing of a full bodied red wine, and really enjoyed it.

My son, who was still feeling "dull" from a cold, chose a bowl of fresh fruit and chocolate milk.

I loved the ambience. We dined in the store. There were multiple screens featuring the Food Network, which was an obvious and perfect combination in this gourmet eatery setting.

Since you are already through security, you can pick up a bottle of wine (vast selection, and half size bottles too) to take on to your destination. I chose a California red to take with me.

What a great spot! With fantastic service to match. If you are passing through MSP, I would recommend you seek out Surdyk's. www.surdyks.com

Moods and Foods

Do your staff know the foods that match the moods of your clientele?

In a restaurant full of people, you will positively have a wide variety of emotional circumstances dining at your tables. But there is no flag, no neon sign to tell your staff what people are dealing with.  Here are a number of reasons that people go out for dinner that may NOT be obvious at first.

1.  Devastating news - illness, a death in the family, a break up

2. A solemn anniversary or remembrance occasion

3. Home loss, damage, repairs, renovation

4. Counselling a friend

5. Loneliness or depression


Then there are the obvious reasons like: dates, happy celebrations, meeting friends, and of course...TGIF. Everyone eats out on Fridays after work, especially take-out. But people also eat out when they are too tired or mentally stressed to cook. Or when they are barely hanging on and just want to be in the company of people.

So, when it comes to suggesting comfort food for someone who is quiet, has signs of crying or slumped shoulders, would your staff suggest a pot pie, or minestrone soup? What about a hearty, filling lasagna. Or something else that is easy to take home and re-heat if they can't muster an appetite.

A boisterous group of after work friends... shareable appetizers of course!

An adventurous pair of friends or an enthusiastic date... what about something exotic like quail or bison, or your daily special. Time to try something new.

Look at your menu and see what might fit. Talk with your staff at your next meeting. Let them know to be wary of moods and always let your guests take the lead. Some people will speak up and tell you what's going on in their lives, others will simply be silent. Sometimes people are in a rush, sometimes they don't want to be rushed. A server worth his/her salt will tune in to the subtle signs and give your guests what they need.

Staff Parties

What can you do to boost staff morale? Take them out of the building. Let them enjoy each other in a social setting.

Over the years we have tried a number of things, from group dinners, to laser tag and bowling. I have found that the hands on, active outings were always the best. Encourage a little competition and then there's bound to be a few laughs.

Here's how I organized bowling:

1) Closed the diner an hour early on a Tuesday night and we all met at the bowling lanes at 9PM. This way no one had to work and was left behind.

2) We divided up the teams according to haircolour or something equally random.

3) I showed them a list of challenges (bowl a strike, score 72, etc). Then the first person to succeed at each challenge got to choose a random envelope as a prize.

4) Each prize envelope had something, whether it was a pie coupon from the diner, or a gift card to the mall, or a movie pass.

5) I paid for pizza and pop.

6) With bowling, food and prizes I invested about $200 in my staff that day. It was worth it ten fold.
Energized staff that can work out their problems and enjoy each socially, find ways to work together in the restaurant too. They also see that I value them and we are more than just a paycheque.

Support for your staff (2)

Once your staff are part of the team, you can help them in other ways too.

For example, the girls that worked at the diner that did not have their high school diplomas felt like they still had something to prove. They wanted to shed the label of "drop-out". They knew they were smart and capable, and so did I. But they still wanted to prove it to their families, friends and relatives.

I helped them find an adult-education/off campus program that was available in our area. There was no cost or requirement to attend classes full time.  All it took then, was a little encouragement, a minor adjustment to their work hours and then they were well on their way to a diploma.

They were successful and encouraged others to do the same. We were all so very proud and happy for them. Each has gone on to additional education and have found new confidence in themselves. I'm just pleased we could offer them the support to take that first step.

Support Your Staff

Employees of my retro diner are typically young adults. If you don't take them seriously, how will they take your business seriously and support you in a professional manner? 

I have hired high school drop outs, pregnant teens and couch surfers. They have been some of the best employees. In my case, it was clear to me that they were good people, bright and hard working, they just had more to deal with in their lives than the typical teenager. Work, money and stability are things I can provide. Together we can have a mutually beneficial employee-employer relationship.

At the retro diner, I make it clear up front. This is a family business and we care about you. In return, you need to care about this business and together we do the best we can to provide an above average meal and experience for every guest. 

I let them know that they are willing to work hard, they will be rewarded. Right from the beginning I pay them more than minimum wage and let them know that we value them and will treat them better than the competition ever would. 

Next, we feed them. We have a generous meal plan. About a dozen menu items that they can have for $2 before, during or after their shift. Everything from salads and veggies to chili or burgers. It's hard to work with food if you're starving.  Don't have the $2 upfront? That's ok too... pay me at the end of the shift with your tips. I'm a mom, I get it. 

We also feed their families, but not their boyfriends or girlfriends. But anytime your brother wants to stop in for a milkshake or a big plate of fries, we take 25% off the top. (Specials excluded.) Why do we extend the staff discount to mom, dad, grandma, siblings etc? Because I want their families to be aware of the work their teen does and feel welcome to stop by anytime. Building trust and support through their families builds loyalty to the restaurant as well. I want my staff to work for me long term. It's good for them, their resumes and especially good for my customers. Consistency and familiar staff gives the diner the right neighbourhood feel and quality experience we strive for. 

More on building success through your staff.... next time. 

Down time

So, it's January! Happy New Year!

Did your restaurant have a busy holiday season? I hope so!  Now, what to do in your down time? January is traditionally slow... everywhere.

1) Rest your key staff. If they don't have vacation time coming to them, rest them by giving them a change of pace. Is there a marketing course or a fun new mixology course available? A change of pace is a great way to re-energize.

2) Clean. Clean like crazy. What a great way to start a new year. When it comes time for your visit by the Health Inspector, you'll be much further ahead.

3) Bounce back offers. How about every paying customer that comes through your door in the next 10 days, gets a $10 voucher for use January 14-30?  Have them visit you twice!

4) Start planning your next great holiday event. What do you have planned for Valentine's Day specials?

5) Eat out! Yes, eat out at your friend's restaurants and the competition too. Eat, socialize and enjoy. Consider it research. Friend... or competitor, you'll find inspiration.