When you live in a community, you need to contribute to a community. That's simply the bottom line for me.
I'm no Bill Gates, no Oprah Winfrey and sorrily not Ellen DeGeneres either, but in my own small way I do my best to contribute. I can't help millions of people. I don't have millions of dollars. But what I know I CAN do to help, I will. And none of it, NONE OF IT, is done for a spotlight.
At the Diner we have a charitable mission to serve and assist families and youth first. To that end we have sponsored sports teams, family fun days, school and club events. We have also organized and executed fundraisers for specific families stricken by cancer.
Our organizational support focuses on the registered charities that are active and relevant in our community. Those being the Cancer Society, MS Society, Heart and Stroke Foundation and United Way.
As a staff, we are also animal lovers and find ways to personally support numerous animal charities including Funds for Furry Friends.
We are also asked several times a week to "kick in prizes" for socials, sports teams, and other activities. We are unable to meet all requests, for that we would need 5 times our current donation budget.
This year, with the assistance of our guests and events that are "donation in purchase" we will contribute more than $3000 to our community. $3000 sounds like a small number unless you are selling $2 ice cream cones.... then it's a huge number!
I'm not the best business person in the City. I pay less attention to what the accountant says and more to my heart and personal beliefs dictate. And luckily, as a sole proprietor who does NOT answer to a franchise.... I can do what I want. And what I WANT to do is to make our community the kind of place people are proud of and the kind of community that people want to live in.
Thursday, September 26, 2013
Wednesday, September 25, 2013
5 Qualities you need to have to own a restaurant/cafe/bakery/coffee shop etc
You're just going to have to trust me on this one. I know what I'm talking about.
1. Ability to read people:
You will use this skill to hire staff, work with staff, serve guests and deal with salespeople. You will absolutely need to use more than your intuition to know when people are genuine, when people are shady, when they are hurting and when they need your help. Every person you encounter through your business has baggage and something weighing on their shoulders and has walked a unique path. Are you ready to deal with 100 personalities, histories and issues every day? What do you do when tragedy, mental illness, disability, anger or a drug abuser walks through your door?
2. Tolerance:
People will try to take advantage of your business, your good nature, your staff and your facilities. People will ALWAYS want something from you and offer very little in return. Staff will make mistakes. You need to know when to pick your battles and when to let things slide. You will need to remind yourself everyday that the world is not a perfect place and not everything will meet your needs or expectations.
3. Foresight:
You will need to have the right amount of stock, the right amount of staff and the right amount of guests to balance your business and keep the "train on the track". You will need to predict weather, market conditions, twists and turns of your local economy, trends and more. Basically, you need to be able to see through the dark tunnel, around the curve and up the hill. Then, you need to plan accordingly.
4. Marketing Savvy:
You need to be well versed in social media. You need to know where, when and how to get the most bang for your advertising dollar. Who is your market? What will they buy and when? How can you most effectively talk to them? Are you prepared to talk to your guests through social media? What about when things go wrong? Or what if, you're a marketing genius and the town is a buzz for your new cookie store.... but then you can't provide or produce the cookies? Then what? #fail
5. Stamina:
I can not emphasize this one enough. Owning a service business of any kind is not 9-5pm or solely Monday through Friday anymore. Restaurants, coffee shops, bakeries etc have to be open when people need the product or service. In the case of a restaurant, it's day and night, 7 days-a-week and including holidays. As the owner/operator you will be on duty around the clock. Whether it's a 3AM security alarm, forfeiting your days off to cover the absences of others, or sourcing equipment at 6AM on a Friday so you can function through a weekend.... it the kind of "normal" activities that go into operating a food service business. A 60 hour work week... well, that's a slow, easy week.
There are of course, several other qualities a successful restaurant owner should embody but these are my 5 non-negotiable traits. If you don't have these qualities in spades, find another dream job/career path. Seriously.
Sure, it's good if you know how to cook or read a recipe.... but trust me, owning a restaurant is not a glamourous 30 minute made-for-tv production of sipping wine and collecting herbs from the garden to stir into a pot of made-from-scratch spaghetti sauce using a recipe that your great-grandmother wrote in her diary during the Great Depression. It's a serious business, requiring a serious, unwavering commitment to success. And in the year 2013... taxes, social media, employees, health regulations, telemarketers, salespeople and mopping the floor will all have more of your daily focus and energy than any recipe ever will.
And if you don't know all of this (AND MORE) going into it, one day you will be sobbing on a couch telling your closest friends that you don't know what on earth happened.... all you ever wanted to do was bake your grandmother's cookies and serve tea and make people happy.
And this is why you need a solid business plan. And a mirror.
Seriously.
Sunday, September 8, 2013
Why Teens are Important
There are several reason why I appreciate teens at the Diner. And when I hear adults speak ill of them, I'm pretty quick to respond with my cheerful and articulate defence of them.
First off, they make ambitious employees, especially when they have a personal goal they are saving for. When a 16 year old sets his or her sights on a car, they will work hard to earn the money for the wheels. Then, when they get the car, they generally are more readily available to work. A vehicle can also bring a new level of pride and responsibility to their lives.
Teens are also eager and willing to learn. They don't mind the entry level jobs and can multitask easily. Every job is a stepping stone to the next job.
Secondly, unlike most adults, they have disposable income which they can spend at their choosing. Without mortgage, hydro, phone bills and the like, there's more more money for eating out and entertainment. I really appreciate it when they choose the Diner. We offer great burgers and shakes. Our portion sizes range from small to family size. Boxes of fries and double burgers are great value and will fill up even Linebacker appetites.
I have always found the teens from our area schools to be polite, respectful and able to pay for their meals. We welcome them and enjoy their repeat visits.
To make sure we earn their business, we strive to treat them with respect, quick service, quality food and a positive attitude. There have been numerous occasions where we have encountered students who needed a smile and a welcoming place to eat, and perhaps even an ear to listen, much more than they needed the burger.
The teens that have some through our doors in the last 7 years, have gone on to earn university degrees, jobs in public service, athletic scholarships and so much more. Some have become outstanding parents and others still come in to visit and enjoy their favourite treats. Teens with roots and connections in a City tend to stay and serve and be proud of their City.
Every child and every teen grows up to be "somebody." And it is my experience and intention to treat people with kindness and respect, in hopes that they will continue that circle of kindness and respect with people in their lives.
In our support of youth and family, we support charitable events and teams that focus on youth in our community. Whether it is a Mother-Daughter golf tournament, a youth football team, or The United Way we know our contributions help support programs that support youth and families in our City. This honours and fulfills some of our core values as a business. We aim to build and support community spirit wherever possible.
We are proud to contribute to school events and honoured to be included in their special events like graduation lunches.
Being a teen isn't easy. Being a teen in 2013 is even harder. In our own little way, we at the Diner aim to help make some fond memories and help people of all ages feel connected to their community.
First off, they make ambitious employees, especially when they have a personal goal they are saving for. When a 16 year old sets his or her sights on a car, they will work hard to earn the money for the wheels. Then, when they get the car, they generally are more readily available to work. A vehicle can also bring a new level of pride and responsibility to their lives.
Teens are also eager and willing to learn. They don't mind the entry level jobs and can multitask easily. Every job is a stepping stone to the next job.
Secondly, unlike most adults, they have disposable income which they can spend at their choosing. Without mortgage, hydro, phone bills and the like, there's more more money for eating out and entertainment. I really appreciate it when they choose the Diner. We offer great burgers and shakes. Our portion sizes range from small to family size. Boxes of fries and double burgers are great value and will fill up even Linebacker appetites.I have always found the teens from our area schools to be polite, respectful and able to pay for their meals. We welcome them and enjoy their repeat visits.
To make sure we earn their business, we strive to treat them with respect, quick service, quality food and a positive attitude. There have been numerous occasions where we have encountered students who needed a smile and a welcoming place to eat, and perhaps even an ear to listen, much more than they needed the burger.
The teens that have some through our doors in the last 7 years, have gone on to earn university degrees, jobs in public service, athletic scholarships and so much more. Some have become outstanding parents and others still come in to visit and enjoy their favourite treats. Teens with roots and connections in a City tend to stay and serve and be proud of their City.
Every child and every teen grows up to be "somebody." And it is my experience and intention to treat people with kindness and respect, in hopes that they will continue that circle of kindness and respect with people in their lives.
In our support of youth and family, we support charitable events and teams that focus on youth in our community. Whether it is a Mother-Daughter golf tournament, a youth football team, or The United Way we know our contributions help support programs that support youth and families in our City. This honours and fulfills some of our core values as a business. We aim to build and support community spirit wherever possible.
We are proud to contribute to school events and honoured to be included in their special events like graduation lunches.
Being a teen isn't easy. Being a teen in 2013 is even harder. In our own little way, we at the Diner aim to help make some fond memories and help people of all ages feel connected to their community.
Tuesday, September 3, 2013
Relax, it's only ice cream.
We are, ALL, only people.
We have ups and downs in our lives and each individual carries a difference set of stresses and life experiences. To look at a person, you don't know what's on their mind or the type of week they have had. All we really know, from this side of the serving counter, is that they are hoping to purchase some ice cream.
And that is all we NEED to know. We aim to politely and efficiently provide the treat the customer wants. Whether the guest is celebrating a personal victory, using the treat as comfort, rewarding a child, or meeting an old friend over milkshakes it shouldn't matter the reason for ice cream, as long as you get what you want and have paid for. Right?
What guests have, in my opinion, is no right or reason to yell at a clerk. For the most part, the staff behind the counter at the ice cream store, or the donut shop are youth. They are learning and trying to become part of the workforce and make their way into a work world where everything is "instant" and everyone wants a "discount." It's a challenging, and fast paced environment and they have been bounced off the couch, or out of the classroom and right into the line of fire. These cashiers and clerks are just trying to learn the ropes of their first job.
They were not hired because they are doctors! They are not required to file your income tax returns or fix your Cadillac's transmission! They are here to politely serve ice cream and coffee, and process a transaction. They are also doing a job that nobody else wants! It's the bottom of the heap, the McJob....the only thing a person can get without experience on a resume. But they enjoy the job, because their employer treats them well, pays them a fair wage, and tells them they are valued. They need experience for their resume, and this job is great experience.
But again, I feel I must point out that we are ALL people and have life stresses we carry. Do you know that the cashier's grandmother is ill, and the doctors are testing for Cancer? Or do you know that her classmate recently died in a car crash? Do you know whether or not he is going to make the basketball team in his senior year? Do you know that if she doesn't come up with the rest of the money for the choir trip by the end of this month she can't go? Or do you realize that she has given up the last 5 consecutive Friday nights to work and is afraid of losing friends because she "works all the time?" Do you really know that stresses he/she is carrying and yet has the commitment and strength to come to work and put on a smile anyway?
My point is only this.... If she handed you a blueberry sundae and you'd asked for butterscotch... let her apologize and make the right one rather than raise your voice. Why would you make a scene? It's only ice cream! :)
Even as a mature adult who has seen much of the world, it still deflates my enthusiasm and affects my day when someone is rude or particularly condescending to me. Did you know that just the other day, a senior told me I was the devil because I asked for $3.95 in exchange for a medium hot fudge sundae? No, he wasn't joking. Not a crack of a smile or a wink. He asked how I sleep at night robbing people blind and declared a second time that I absolutely must be the devil. His voice was raised for all to hear and was indignant. And still the transaction politely continued and he walked away with his sundae, yet I had to endure an earful. Sadly, several days later it still bothers me. (And over and over I justify in my head the cost of the sundae, cost of the staffing, the building taxes and government taxes that all contribute to that price.)
Today, our debit machine was out of service. It is dead, dead, dead. A technical failure and will need to be replaced. A courier service is bringing a new one, at fair expense, the next business day. But, we were out of luck on the long weekend. (Yes, stress!) We posted 5 signs to this effect "cash only" with sincere apologies. Signs were on the entrance doors and service counters. We told each phone order upfront and apologized literally, 150 times today. That in itself was exhausting to do over and over. I still feel terrible for my cashiers who got the brunt of that. 98% of people were understanding and empathetic. A few walked out disappointed but only 1 person (and thank goodness only 1) yelled at the 16 year old clerk. "Well this is just ridiculous!" she exclaimed. "Oh just forget it!" And other words of exasperation I didn't clearly hear.
I felt terrible that this guest would walk out in a huff over $4.80. I understand that not everyone has a lot of cash on them but most could find $5 at the bottom of the purse or in the car. But even that, being denied a small cone and a can of coke is NOT life or death. It's only ice cream! Truly... the lousy part of this situation is that seeing this episode unfold, I, as the manager was mere SECONDS away from telling the guest "don't worry about the $4.80 (take the ice cream) and just catch me next time you're in!" It actually happens several times a year, for various reasons, and I always find people to be honest and grateful and I really don't mind one bit! But yelling at a clerk who has no control over a situation and your ability to complete the transaction... I find that offensive. And it still bothers me hours later.
It's just ice cream! Enjoy it! Share it with friends.... treat your grandchildren.... treat yourself! Use ice cream when you've had a bad day! Just please don't yell at my cashiers. They are good kids. They have hopes and dreams and work ethic. They take out the garbage, mop the floors and all the other glamourous tasks that come part and parcel with running a business. We need them. You need them, so they can make the banana splits next time your kids/grandkids hit a home run!
It's only ice cream! It should be fun on both sides of the counter!
We have ups and downs in our lives and each individual carries a difference set of stresses and life experiences. To look at a person, you don't know what's on their mind or the type of week they have had. All we really know, from this side of the serving counter, is that they are hoping to purchase some ice cream.
And that is all we NEED to know. We aim to politely and efficiently provide the treat the customer wants. Whether the guest is celebrating a personal victory, using the treat as comfort, rewarding a child, or meeting an old friend over milkshakes it shouldn't matter the reason for ice cream, as long as you get what you want and have paid for. Right?
What guests have, in my opinion, is no right or reason to yell at a clerk. For the most part, the staff behind the counter at the ice cream store, or the donut shop are youth. They are learning and trying to become part of the workforce and make their way into a work world where everything is "instant" and everyone wants a "discount." It's a challenging, and fast paced environment and they have been bounced off the couch, or out of the classroom and right into the line of fire. These cashiers and clerks are just trying to learn the ropes of their first job.
They were not hired because they are doctors! They are not required to file your income tax returns or fix your Cadillac's transmission! They are here to politely serve ice cream and coffee, and process a transaction. They are also doing a job that nobody else wants! It's the bottom of the heap, the McJob....the only thing a person can get without experience on a resume. But they enjoy the job, because their employer treats them well, pays them a fair wage, and tells them they are valued. They need experience for their resume, and this job is great experience.
But again, I feel I must point out that we are ALL people and have life stresses we carry. Do you know that the cashier's grandmother is ill, and the doctors are testing for Cancer? Or do you know that her classmate recently died in a car crash? Do you know whether or not he is going to make the basketball team in his senior year? Do you know that if she doesn't come up with the rest of the money for the choir trip by the end of this month she can't go? Or do you realize that she has given up the last 5 consecutive Friday nights to work and is afraid of losing friends because she "works all the time?" Do you really know that stresses he/she is carrying and yet has the commitment and strength to come to work and put on a smile anyway?
My point is only this.... If she handed you a blueberry sundae and you'd asked for butterscotch... let her apologize and make the right one rather than raise your voice. Why would you make a scene? It's only ice cream! :)
Even as a mature adult who has seen much of the world, it still deflates my enthusiasm and affects my day when someone is rude or particularly condescending to me. Did you know that just the other day, a senior told me I was the devil because I asked for $3.95 in exchange for a medium hot fudge sundae? No, he wasn't joking. Not a crack of a smile or a wink. He asked how I sleep at night robbing people blind and declared a second time that I absolutely must be the devil. His voice was raised for all to hear and was indignant. And still the transaction politely continued and he walked away with his sundae, yet I had to endure an earful. Sadly, several days later it still bothers me. (And over and over I justify in my head the cost of the sundae, cost of the staffing, the building taxes and government taxes that all contribute to that price.)
Today, our debit machine was out of service. It is dead, dead, dead. A technical failure and will need to be replaced. A courier service is bringing a new one, at fair expense, the next business day. But, we were out of luck on the long weekend. (Yes, stress!) We posted 5 signs to this effect "cash only" with sincere apologies. Signs were on the entrance doors and service counters. We told each phone order upfront and apologized literally, 150 times today. That in itself was exhausting to do over and over. I still feel terrible for my cashiers who got the brunt of that. 98% of people were understanding and empathetic. A few walked out disappointed but only 1 person (and thank goodness only 1) yelled at the 16 year old clerk. "Well this is just ridiculous!" she exclaimed. "Oh just forget it!" And other words of exasperation I didn't clearly hear.
I felt terrible that this guest would walk out in a huff over $4.80. I understand that not everyone has a lot of cash on them but most could find $5 at the bottom of the purse or in the car. But even that, being denied a small cone and a can of coke is NOT life or death. It's only ice cream! Truly... the lousy part of this situation is that seeing this episode unfold, I, as the manager was mere SECONDS away from telling the guest "don't worry about the $4.80 (take the ice cream) and just catch me next time you're in!" It actually happens several times a year, for various reasons, and I always find people to be honest and grateful and I really don't mind one bit! But yelling at a clerk who has no control over a situation and your ability to complete the transaction... I find that offensive. And it still bothers me hours later.
It's just ice cream! Enjoy it! Share it with friends.... treat your grandchildren.... treat yourself! Use ice cream when you've had a bad day! Just please don't yell at my cashiers. They are good kids. They have hopes and dreams and work ethic. They take out the garbage, mop the floors and all the other glamourous tasks that come part and parcel with running a business. We need them. You need them, so they can make the banana splits next time your kids/grandkids hit a home run!
It's only ice cream! It should be fun on both sides of the counter!
Sunday, September 1, 2013
Success!
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| Meatballs in honey garlic sauce, fresh market salad with mandarin dressing & perogies. |
Ultimately, I did meatballs a little more often that I would have really liked, but they were our most popular dishes! We did them in marinara sauce, honey garlic sauce, mushroom gravy and as sweet and sour meatballs. Some we served with perogies, others with fries and twice with salads! So it never really was the same dish repeated.
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| Meatballs with mushroom gravy, steamed snow peas, fries & coleslaw |
Right now we are doing analysis as to sales, production costs and sustainability. I am also looking to our guests for feedback and to learn what their hopes are for the future on this project.
Overall, it met my personal goals of re-energizing the staff, myself included. It also generated interest from the community and we earned some new fans. It also served a purpose, to nourish seniors and singles who weren't otherwise cooking well-rounded, nutritional meals at home for themselves. That fact can't be overlooked.
The quality of meals were exceptional. I'm quite proud of that. The daily photos on our Facebook page were definitely a visual hit too.
I hope to have a direction for this project in the coming weeks. I don't see that it has reached its end!
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