Wow! Eight years. That's a long time in the restaurant business. It's even more astonishing, to me, since I never set out to be a restauranteur. I did not aspire to own a restaurant. I never dreamt of spending my days in a kitchen. This was never my plan.
Truthfully, this was actually a bit of a fallback plan... a quickly put together "plan B." I had a great government job that I loved and suited my educational background. But one day with cutbacks, the wheels fell off that bus. I picked myself up, dusted myself off and bought a fledgling ice cream shop. I threw a whole lot of love and effort and a solid marketing plan at it, and before long, I had a thriving 50's style retro diner.
Since then, I have employed more than 40 young adults and working moms. The diner has provided a first job for some, and a evening/second job for others I have survived 7 high school graduations, witnessed 2 weddings, welcomed more than 7 babies and have seen my personal extended family grow.
My "weakness" as an employer is also my strength as a human. I care about people. Maybe even sometimes, too much. Their problems become my problems. I worry more than I should. I "hold the job" and give people more slack than I should. I carry a greater burden myself so that I may lighten the load of others. But, that's who I am. I might be a lousy business person to some in that regard, but I can look in the mirror and say I like the human I am. Just a human who works too much.
The greatest personal measure of business success to me, is having former staff stay in touch. When they move away, but return to visit, I'm always on their list to see. I get the best notes and texts and emails, and hugs. I care about them. I'm proud of their accomplishments and I consider many of them family. Heck, they know more, spend more time with and care more about me than my actual blood relatives do. That's a fact.
There is no overlooking our guests either. We have so many people in the neighbourhood that have included us in their lives. We keep up with their news, celebrate their occasions and watch their children grow. In some cases we've heard the birth announcements, been here for the first cones and have seen and heard the joys of kindergarten.
Some guests have been married, others have been lost. We've seen the tears, held the hands and offered the hugs that only a neighbourhood full of genuinely caring people can know. Eight years is a long time. A lot of "life" happens in those days.
We've served NHL superstars, musicians and actors too. We've hosted school field trips and birthday parties. We've laughed with these folks and made some pretty great memories. Some of my best friends started on the other side of our counter. And some of the people I hold in the highest regard, I can count as our customers too.
Having my own kids grow up in a family business is a pretty cool thing. I like to think they are proud of me and the hard work I do. Seeing them thrive and see success in their own lives is something I treasure and want for them now, and into the future.
Restaurants come and go. Trends come and go. Even jobs come and go. What is priceless, is what you take with you, and what you make of your time here. These 8 years have certainly been action packed. But really, in my opinion, 8 years in the restaurant biz should count like dog years. As in.... I've survived 56 years (a lifetime!) in this pressure cooker already.
So, ultimately, I guess what I'm saying is that I'm a sentimental fool. And I guess I'm also a restauranteur. After all, anyone who can work 7 days a week, feed thousands of people, survive Friday rushes and most importantly, pay the bills, deserves to call herself a restauranteur!
Hmmmm. 8 years??!!! Time for me to order a huge cake and celebrate a little!
Saturday, July 12, 2014
Monday, July 7, 2014
Delicious in the Desert
Nestled between the Las Vegas Bellagio and Aria Casino/Hotels is the Vdara Hotel & Spa. It's a boutique hot spot that is a welcome break from the massive hotels and casinos that you get lost in.
I've had the privilege of staying at Vdara and while I chose Bellagio for my most recent Vegas vacation, I did make a point of stopping back at Vdara for breakfast. There is a little market and cafe at Vdara that is such a gem! You rarely have to wait for a table, the service and food is outstanding and I simply LOVE the relaxed but modern decor.
They serve a fabulous eggs benedict which is perfectly accompanied by a mimosa. It IS vegas after all!
So if you'd like a relaxed and fabulous breakfast before you tackle the chaos that is the Las Vegas Strip, consider Vdara. It will be great! You can bet on it!!
I've had the privilege of staying at Vdara and while I chose Bellagio for my most recent Vegas vacation, I did make a point of stopping back at Vdara for breakfast. There is a little market and cafe at Vdara that is such a gem! You rarely have to wait for a table, the service and food is outstanding and I simply LOVE the relaxed but modern decor.
They serve a fabulous eggs benedict which is perfectly accompanied by a mimosa. It IS vegas after all!
So if you'd like a relaxed and fabulous breakfast before you tackle the chaos that is the Las Vegas Strip, consider Vdara. It will be great! You can bet on it!!
Monday, June 9, 2014
Are you Rrrrready?
You don't know what will walk through your door when you are here to serve the public. Some days will bring chaos, other days calm.
Some people have OCD. Others are anxious. Some are perfectionists. Some are depressed. Some have serious physical or mental medical conditions. Each is entitled to a positive experience and to be served with dignity and respect.
Are your staff ready to handle it? Can YOU muster the compassion amidst the chaos? I can say with certainty it is a challenge.
Then what about the days where the people are chemically enhanced? That IS me being polite for people being drunk or high or otherwise self-"medicated." Do you know what to do? Do your staff?
Sadly it's a necessary part of training your staff to deal with the public. Ice cream store, convenience store or even a bakery. Challenges are similar.
Some people have OCD. Others are anxious. Some are perfectionists. Some are depressed. Some have serious physical or mental medical conditions. Each is entitled to a positive experience and to be served with dignity and respect.
Are your staff ready to handle it? Can YOU muster the compassion amidst the chaos? I can say with certainty it is a challenge.
Then what about the days where the people are chemically enhanced? That IS me being polite for people being drunk or high or otherwise self-"medicated." Do you know what to do? Do your staff?
Sadly it's a necessary part of training your staff to deal with the public. Ice cream store, convenience store or even a bakery. Challenges are similar.
Monday, May 26, 2014
Things you learn from the tough times
No one ever said that owning a restaurant would be easy. I know that.
Sometimes the biggest or most valuable lessons come from what went wrong (and how you handled it) rather than what went right.
The retro diner had a tough week. But I'm not going to lose (any more) sleep over it. Once things are in the past, there's really no going back anyway. But, here's what I learned this time around.
1) Equipment will break down. Be grateful when this happens on a rainy Tuesday rather than a busy Friday.
2) Always treat your service/repair people well. There may come a time when you NEED them on a Friday afternoon.
3) When you employ a dozen people or more, someone on staff will be having a personal crisis/health issue/bad day at all times. A personal crisis at age 16 may not be the same as one at 40, but nonetheless it will consume them. Be patient. Give people time. Time solves, or eases most things. Help each other. Laugh when you get the chance.
4) There will be some guests who feel entitled to insult you or make personal comments with the price of their sundae. It's ridiculous, really. If I counted the number of times a week I was insulted for my tired appearance, or my perceived work ethic I would cry. A thick skin is necessary to deal with the public, regardless of industry.
5) People make mistakes. We served you a caramel sundae, and not hot fudge? There's still no reason to raise your voice, swear or call the serving staff stupid. We'll remake it. No big deal. Are YOU sure you didn't say "hot caramel" but MEANT "hot fudge" anyway? It's ice cream, not major surgery. We didn't just accidentally remove your spleen. Relax! Have you tried hot caramel? It's really good!
6) Having a "job" is not the same as working. "Working" is an action activity. Until you learn this, it will hold you back from achieving your potential.
7) The vast majority of people are good and kind and honest. I took a dozen IOUs yesterday when our debit machine wasn't functioning. Not one person didn't come back to pay their bill and settle up. That's fantastic! And I would have extended the same offer to the 4 others who didn't have any cash... but they were too quick to SWEAR at the staff and stomp out angry. Ugh. The lesson in this is... he who has a short fuse and a foul mouth will not get the ice cream.
8) We offered a coupon which gave the bearer 2 premium ice cream parfaits, for the price of 1. This was a great deal, literally 2-1. Well, the number of people who fussed and complained and made a stink about the price of 1 parfait ($5.99) have ruined it for all others. I can't see doing that coupon and opening up my staff to hostility at the counter, like that again. Now, I understand if normally you purchase a $3 cone, and normally wouldn't splurge on one of the fancy treats, that this would seems out of the ordinary for you. But for most people eating dessert at a restaurant, or getting "something fancy" they understand $6-8 is what is costs nowadays. The lesson here, if you mind your wallet, also mind your tongue and don't ruin it for everyone.
9) We are renovating, repairing and replacing constantly. It's a fact of life. Things need painting, things need repair. Especially in a commercial setting where hundreds of people pass through your door daily. It is not a home where 5 people come & go. Budget for this expense. Try not to take the damage personally.
10) The best lesson of the week: Sometimes exactly what you need will walk through the front door and give you a hug. And it will help you keep going. Have faith!
Sometimes the biggest or most valuable lessons come from what went wrong (and how you handled it) rather than what went right.
The retro diner had a tough week. But I'm not going to lose (any more) sleep over it. Once things are in the past, there's really no going back anyway. But, here's what I learned this time around.
1) Equipment will break down. Be grateful when this happens on a rainy Tuesday rather than a busy Friday.
2) Always treat your service/repair people well. There may come a time when you NEED them on a Friday afternoon.
3) When you employ a dozen people or more, someone on staff will be having a personal crisis/health issue/bad day at all times. A personal crisis at age 16 may not be the same as one at 40, but nonetheless it will consume them. Be patient. Give people time. Time solves, or eases most things. Help each other. Laugh when you get the chance.
4) There will be some guests who feel entitled to insult you or make personal comments with the price of their sundae. It's ridiculous, really. If I counted the number of times a week I was insulted for my tired appearance, or my perceived work ethic I would cry. A thick skin is necessary to deal with the public, regardless of industry.
5) People make mistakes. We served you a caramel sundae, and not hot fudge? There's still no reason to raise your voice, swear or call the serving staff stupid. We'll remake it. No big deal. Are YOU sure you didn't say "hot caramel" but MEANT "hot fudge" anyway? It's ice cream, not major surgery. We didn't just accidentally remove your spleen. Relax! Have you tried hot caramel? It's really good!
6) Having a "job" is not the same as working. "Working" is an action activity. Until you learn this, it will hold you back from achieving your potential.
7) The vast majority of people are good and kind and honest. I took a dozen IOUs yesterday when our debit machine wasn't functioning. Not one person didn't come back to pay their bill and settle up. That's fantastic! And I would have extended the same offer to the 4 others who didn't have any cash... but they were too quick to SWEAR at the staff and stomp out angry. Ugh. The lesson in this is... he who has a short fuse and a foul mouth will not get the ice cream.
8) We offered a coupon which gave the bearer 2 premium ice cream parfaits, for the price of 1. This was a great deal, literally 2-1. Well, the number of people who fussed and complained and made a stink about the price of 1 parfait ($5.99) have ruined it for all others. I can't see doing that coupon and opening up my staff to hostility at the counter, like that again. Now, I understand if normally you purchase a $3 cone, and normally wouldn't splurge on one of the fancy treats, that this would seems out of the ordinary for you. But for most people eating dessert at a restaurant, or getting "something fancy" they understand $6-8 is what is costs nowadays. The lesson here, if you mind your wallet, also mind your tongue and don't ruin it for everyone.
9) We are renovating, repairing and replacing constantly. It's a fact of life. Things need painting, things need repair. Especially in a commercial setting where hundreds of people pass through your door daily. It is not a home where 5 people come & go. Budget for this expense. Try not to take the damage personally.
10) The best lesson of the week: Sometimes exactly what you need will walk through the front door and give you a hug. And it will help you keep going. Have faith!
Friday, May 2, 2014
5 Ways to Learn the Ropes
If you are considering starting or buying a restaurant or food truck, you need to start with research. Here are a few serious suggestions that will help you make this decision.
1) Start with your local Health Department/ Food Services Commission. Research regulations, and necessary government paperwork first. This is a terrible thing to leave to the last minute. Do you want to have a restaurant and staff "ready to go" and then sit and wait 3 weeks for permits? No.
2) Next time you go out to eat, evaluate the menu for ingredients, popularity, equipment etc. Can YOU cook what's on the menu? Count the number of tables and staff etc. Start considering numbers, rather than your own personal meal decisions when you eat out. See things through a restauranteur's eye.
3) Take a marketing class. Read blogs. Learn how to use Facebook and Twitter for business.
4) Start going to the gym every single day. Why? Because if you can not commit to a "chore" like exercise, then it will be near impossible to run a restaurant which is a "7 day a week, rain or shine, happy or sad", business. This isn't a joke. There are days you will NOT want to get up, stock, prep, deal with staff and then cook for 12 hours. Commitment and stamina are the absolute keys to success.
5) Write a business plan and have people in the industry review it for authenticity and accuracy of projections.
1) Start with your local Health Department/ Food Services Commission. Research regulations, and necessary government paperwork first. This is a terrible thing to leave to the last minute. Do you want to have a restaurant and staff "ready to go" and then sit and wait 3 weeks for permits? No.
2) Next time you go out to eat, evaluate the menu for ingredients, popularity, equipment etc. Can YOU cook what's on the menu? Count the number of tables and staff etc. Start considering numbers, rather than your own personal meal decisions when you eat out. See things through a restauranteur's eye.
3) Take a marketing class. Read blogs. Learn how to use Facebook and Twitter for business.
4) Start going to the gym every single day. Why? Because if you can not commit to a "chore" like exercise, then it will be near impossible to run a restaurant which is a "7 day a week, rain or shine, happy or sad", business. This isn't a joke. There are days you will NOT want to get up, stock, prep, deal with staff and then cook for 12 hours. Commitment and stamina are the absolute keys to success.
5) Write a business plan and have people in the industry review it for authenticity and accuracy of projections.
Wednesday, April 30, 2014
5 Things I've Learned
This has been the longest and most harsh winter in our province's history. Such adverse conditions can affect your building, your traffic, your guests' attitude and your own mental health.
5 things I have learned:
1) There are some things you can't control. Weather is one of them!
2) Your warmth and positive attitude will be contagious. Share it!
3) People will travel and brave the elements when you have a quality product. Never compromise your quality.
4) Marketing is a good thing. Use the resources in your community. Partner with other businesses to bring unique and thoughtful offers to the table.
5) Invest time and energy into training your staff. They are your best asset.
5 things I have learned:
1) There are some things you can't control. Weather is one of them!
2) Your warmth and positive attitude will be contagious. Share it!
3) People will travel and brave the elements when you have a quality product. Never compromise your quality.
4) Marketing is a good thing. Use the resources in your community. Partner with other businesses to bring unique and thoughtful offers to the table.
5) Invest time and energy into training your staff. They are your best asset.
Thursday, February 20, 2014
One Banana = Two Happy Kids
If you had one over-ripe banana and a spare 30 minutes, you too could make these delicious banana muffins!
There's nothing like Google to put a recipe at your fingertips and that's exactly how I created a little breakfast magic this morning. "One banana muffins" is what I typed into the search bar and a plethora of recipes were presented. Gosh that was easy!
When the kids awoke to the smell of fresh banana, chocolate chip muffins I felt like mother of the year! Of course that was a fleeting moment when they realized lunch kits were already packed with "lame" and school WASN'T cancelled on account of the 20cm of snow that fell overnight. But, I'll take the applause when I can get it and today, was muffin magic.
There's nothing like Google to put a recipe at your fingertips and that's exactly how I created a little breakfast magic this morning. "One banana muffins" is what I typed into the search bar and a plethora of recipes were presented. Gosh that was easy!
When the kids awoke to the smell of fresh banana, chocolate chip muffins I felt like mother of the year! Of course that was a fleeting moment when they realized lunch kits were already packed with "lame" and school WASN'T cancelled on account of the 20cm of snow that fell overnight. But, I'll take the applause when I can get it and today, was muffin magic.
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