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!
Showing posts with label damage. Show all posts
Showing posts with label damage. Show all posts
Monday, May 26, 2014
Monday, July 1, 2013
Golden Rules of Dining Out
As a restaurant owner, and a patron of other restaurants, I really believe there are a few golden rules of being a good guest. Whether you are at the neighbourhood burger joint, or a fondue house, or 5 star celebrity monikered eatery the same rules apply.
1. Only order what you can pay for. Walking out on a bill, or trying to scam a discount is plain wrong.
2. It's not your house. It's a place of business and shared with countless others. Keep your clothes and shoes on, your feet off the furniture and your language clean. Seriously.
3. Keep your hands off the staff and your personal comments to yourself. Telling the waitress how to fix her acne, or that she looks tired, beat up or the like is out of bounds. She might be working two jobs to pay her rent or having health issues... your personal criticisms solve nothing. She is there to work and do her job. (Believe it or not, I have personally suffered through a patron insisting he has seen me stripping at clubs. I am not, nor ever have been an exotic dancer or the like. Having others hear this conversation was very demeaning and ruined more than that day whether he was just kidding around or not.)
4. Do not deliberately damage restaurant property. Accidentally tipping over a glass or breaking it is not what I'm talking about. That's truly an accident.... happens all the time. No big deal. Kicking in bathroom stall doors, ripping a paper towel dispenser off the wall, gouging a table with your keys, slashing a fabric booth with your pocket knife for fun.... that's VANDALISM and should be punished in the court system. It's not a joke, nor is it "the cost of doing business." Because you were bored or your "food took too long" is absolutely no excuse.
5. Do enjoy the chef's creations, house specialties and the regional cuisine. You are dining out to experience someone else's expertise, their efforts and their style. Just because they don't make it the same way you do at home doesn't mean it isn't "right." All I'm saying here is be open to trying menu items prepared as the chef intends... not with this or that "held", "on the side" or this "added instead." You're the guest, you don't need to be the author and creator of the dish. You can do that at home! (This isn't intended to sound harsh, simply when you have the ingredients at hand for a menu item and then you are tasked with finding new ingredients, and preparing things differently it takes much longer and can throw off your kitchen rhythm. That's when food starts to take "too long" and some diners receive their orders out of sequence etc. Recipes are more than ingredients, they are about timing and cooking methods too.)
DO enjoy yourself at the restaurant. We are happy hosts. We love having you as our guest! That's why restauranteurs do what they do. It's a craft of love. We love to make people happy and care for them with good meals and in a warm, positive environment.
1. Only order what you can pay for. Walking out on a bill, or trying to scam a discount is plain wrong.
2. It's not your house. It's a place of business and shared with countless others. Keep your clothes and shoes on, your feet off the furniture and your language clean. Seriously.
3. Keep your hands off the staff and your personal comments to yourself. Telling the waitress how to fix her acne, or that she looks tired, beat up or the like is out of bounds. She might be working two jobs to pay her rent or having health issues... your personal criticisms solve nothing. She is there to work and do her job. (Believe it or not, I have personally suffered through a patron insisting he has seen me stripping at clubs. I am not, nor ever have been an exotic dancer or the like. Having others hear this conversation was very demeaning and ruined more than that day whether he was just kidding around or not.)
4. Do not deliberately damage restaurant property. Accidentally tipping over a glass or breaking it is not what I'm talking about. That's truly an accident.... happens all the time. No big deal. Kicking in bathroom stall doors, ripping a paper towel dispenser off the wall, gouging a table with your keys, slashing a fabric booth with your pocket knife for fun.... that's VANDALISM and should be punished in the court system. It's not a joke, nor is it "the cost of doing business." Because you were bored or your "food took too long" is absolutely no excuse.
5. Do enjoy the chef's creations, house specialties and the regional cuisine. You are dining out to experience someone else's expertise, their efforts and their style. Just because they don't make it the same way you do at home doesn't mean it isn't "right." All I'm saying here is be open to trying menu items prepared as the chef intends... not with this or that "held", "on the side" or this "added instead." You're the guest, you don't need to be the author and creator of the dish. You can do that at home! (This isn't intended to sound harsh, simply when you have the ingredients at hand for a menu item and then you are tasked with finding new ingredients, and preparing things differently it takes much longer and can throw off your kitchen rhythm. That's when food starts to take "too long" and some diners receive their orders out of sequence etc. Recipes are more than ingredients, they are about timing and cooking methods too.)
DO enjoy yourself at the restaurant. We are happy hosts. We love having you as our guest! That's why restauranteurs do what they do. It's a craft of love. We love to make people happy and care for them with good meals and in a warm, positive environment.
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