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!
Showing posts with label restaurant. Show all posts
Showing posts with label restaurant. Show all posts
Saturday, July 12, 2014
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.
Monday, October 7, 2013
Equipment
There's a pretty big difference between most commercial and household restaurant equipment. Once you use a commercial blender, it's pretty hard to go home and listen to your blender swish and gurgle and struggle to blend a smoothie. Your commercial blender will complete the task masterfully and within about 20 seconds. Your home blender will not.
The cost of an average commercial smoothie blender is about $400. Your home blender about $40.
Knives are the same, a good commercial knife is worth its weight in gold. You will use it all day, every day. A lousy knife will cost you time and efficiency and patience. All chefs have their favourite knife/knives and I personally, get all frustrated and distracted when I can't find mine.
There really isn't a huge gap in price or quality of commercial and household knives anymore. There are a lot of really great ones on the market and can be found at most any household retailer, though they will typically cost you a little less through a restaurant supply store.
My point is this... the tools of your trade are critical. If you are writing a business plan to open a restaurant/cafe/coffee shop etc, do the research and get in touch with both new and used equipment retailers. It's a significant start up cost and if you buy junk or get the wrong equipment it will end up costing you so much more. Lost efficiency, lost sales and potential injuries are not worth the few dollars you will "save" upfront buying inferior equipment.
The cost of an average commercial smoothie blender is about $400. Your home blender about $40.
Knives are the same, a good commercial knife is worth its weight in gold. You will use it all day, every day. A lousy knife will cost you time and efficiency and patience. All chefs have their favourite knife/knives and I personally, get all frustrated and distracted when I can't find mine.
There really isn't a huge gap in price or quality of commercial and household knives anymore. There are a lot of really great ones on the market and can be found at most any household retailer, though they will typically cost you a little less through a restaurant supply store.
My point is this... the tools of your trade are critical. If you are writing a business plan to open a restaurant/cafe/coffee shop etc, do the research and get in touch with both new and used equipment retailers. It's a significant start up cost and if you buy junk or get the wrong equipment it will end up costing you so much more. Lost efficiency, lost sales and potential injuries are not worth the few dollars you will "save" upfront buying inferior equipment.
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!
Tuesday, August 6, 2013
Less nervous; More fun
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| Soft Taco Plate |
Diner Dinner Project Day 2
Today, was Taco Tuesday. I made taco plates with fresh Pico de Gallo and guacamole. I also served an old-school deep fried ice cream sundae for dessert.
It was more prep than I'm used to. Simply because I was prepping our normal day as well, and without an assistant (like I would have on a Friday). I also like to take Tuesdays off wherever possible as it is our slowest day of the week. However, it was worth the hard work.
Our guests responded and really enjoyed the nightly special. And that makes it worth the while.
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| Fresh Guacamole |
Friday is still a mystery.
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| Fresh Pico de Gallo |
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| Fried Ice Cream Sundae |
Here's a fun Pico recipe very similar to mine.
Monday, August 5, 2013
Awesome Monday!
Thank you for your support!!!
Today was fantastic. I took a risk and even though I was a little nervous, things worked out great!
See, I abandoned my comfortable menu and created a dinner special that was delicious, looked great and I would have been proud to serve to my grandparents.
I have owned the Diner for 7 years now. At first blush, 7 years doesn't seem like a long time. HOWEVER, 7 years in the restaurant world is like 20 years in real life. Almost like a Hollywood marriage... some of those relationships crash and burn in a year.
My point is, not a lot makes me nervous. I'm kind of a restaurant veteran at this point. But today made me both nervous and excited. And that, is a GOOD thing. I was creative, energized and thinking beyond the burger.
Now, don't fear, I'm NOT going to change the fundamental Diner. We will always be a neighbourhood burger and ice cream joint. But, once in a while, with your support I'm going to make something a little more special. I consider it a mom-style dinner. I will cook what I want, with local fresh ingredients, and you can either order it and enjoy it as served, or pass and pick a burger. The choice is yours.
Back to the ABCs of what happened. Today was Day 1 of the Diner Dinner Project.
I took fresh green beans from the Farmer's Market and built a home-style or mom-style meal around them. I used lean, local bison meat and topped it with sauteed mushrooms, onions and red peppers in a peppercorn gravy. I served with home cut fries and a whole wheat dinner roll. The cost was $10 and it filled a dinner plate.
Everyone who ordered it and replied gave very positive feedback. More than that, the folks I chatted with loved the concept of an off the menu special.
Tuesday will be old style taco night. I'm going to make my own pico de gallo and guacamole and serve it with corn shell and ground beef tacos. 3 to a plate.
Wednesday will be BBQ pulled pork on a bun with coleslaw and fries.
The things that each of these specials will have in common:
1) Only available after 5pm and while quantities last
2) $10 plus taxes
3) A healthful, colourful, full plate meal made with local, in-season products whenever possible
4) Not on our regular menu
5) Meals that I would be proud to serve my family and friends
And if this experiment does nothing else other than re-enerize me and indulge my creativity in the kitchen, it will be worth it. If I am excited to be at the Diner, our guests will see it and feel it too!
Today was fantastic. I took a risk and even though I was a little nervous, things worked out great!
See, I abandoned my comfortable menu and created a dinner special that was delicious, looked great and I would have been proud to serve to my grandparents.
I have owned the Diner for 7 years now. At first blush, 7 years doesn't seem like a long time. HOWEVER, 7 years in the restaurant world is like 20 years in real life. Almost like a Hollywood marriage... some of those relationships crash and burn in a year.
My point is, not a lot makes me nervous. I'm kind of a restaurant veteran at this point. But today made me both nervous and excited. And that, is a GOOD thing. I was creative, energized and thinking beyond the burger.
Now, don't fear, I'm NOT going to change the fundamental Diner. We will always be a neighbourhood burger and ice cream joint. But, once in a while, with your support I'm going to make something a little more special. I consider it a mom-style dinner. I will cook what I want, with local fresh ingredients, and you can either order it and enjoy it as served, or pass and pick a burger. The choice is yours.
Back to the ABCs of what happened. Today was Day 1 of the Diner Dinner Project.
Everyone who ordered it and replied gave very positive feedback. More than that, the folks I chatted with loved the concept of an off the menu special.
Tuesday will be old style taco night. I'm going to make my own pico de gallo and guacamole and serve it with corn shell and ground beef tacos. 3 to a plate.
Wednesday will be BBQ pulled pork on a bun with coleslaw and fries.
The things that each of these specials will have in common:
1) Only available after 5pm and while quantities last
2) $10 plus taxes
3) A healthful, colourful, full plate meal made with local, in-season products whenever possible
4) Not on our regular menu
5) Meals that I would be proud to serve my family and friends
And if this experiment does nothing else other than re-enerize me and indulge my creativity in the kitchen, it will be worth it. If I am excited to be at the Diner, our guests will see it and feel it too!
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| Day 1: Bison Salisbury Steak |
Thursday, July 4, 2013
Another Hassle
Why do restaurant owners go out at 3AM? To check their store alarms, of course!
That's exactly what happened to me tonight. We were having a big 'ol summer thunderstorm and wouldn't you know it, the store security alarm went off. The alarm company calls my cell phone and the next thing you know I'm driving in a wicked storm back to the City to check things out and meet the attending police officers. And let me tell you, passwords and security questions are not the easiest answers to find in your head as you wake and try to distinguish reality from a bad dream.
Nevertheless, it was a false alarm and all was fine. 4am and I can crawl back into bed.
Just another one of the little "joys" of being the boss.
That's exactly what happened to me tonight. We were having a big 'ol summer thunderstorm and wouldn't you know it, the store security alarm went off. The alarm company calls my cell phone and the next thing you know I'm driving in a wicked storm back to the City to check things out and meet the attending police officers. And let me tell you, passwords and security questions are not the easiest answers to find in your head as you wake and try to distinguish reality from a bad dream.
Nevertheless, it was a false alarm and all was fine. 4am and I can crawl back into bed.
Just another one of the little "joys" of being the boss.
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.
Tuesday, June 25, 2013
Caribbean Summer Salad
The huge shrimp were complimented with a fruit and balsamic vinegar dressing. The "breadstick" was a spiced bean paste on the inside of a deep fried and rolled tortilla.
Fresh greens and grilled pineapple rounded out the salad.
It was as delicious as it looked.
Sunday, May 26, 2013
Bring them back
If you've ever been to a Disney resort or on a cruise you'll recognize the term "Bounce Back" offer.
If you know you have shown your guests a good time, or you are even somewhat confident that they'd return for your product, you should really consider making a bounce back offer.
How do you do this? Easy. Staple a savings coupon for your restaurant to their take-out order. Offer a free lunch draw for people who leave their business cards. Ask your fans to follow you on Facebook and Twitter.
Simply find a way to interact, beyond at the table side. If you're top of the mind for your guests, and you provide consistently good food and service, why wouldn't they come back?
Simply invite them!
If you know you have shown your guests a good time, or you are even somewhat confident that they'd return for your product, you should really consider making a bounce back offer.
How do you do this? Easy. Staple a savings coupon for your restaurant to their take-out order. Offer a free lunch draw for people who leave their business cards. Ask your fans to follow you on Facebook and Twitter.
Simply find a way to interact, beyond at the table side. If you're top of the mind for your guests, and you provide consistently good food and service, why wouldn't they come back?
Simply invite them!
Wednesday, May 8, 2013
Mother's Day in the Kitchen
Mother's Day is the busiest restaurant day of the year. Whether you work at KFC or Spago, it's bound to be a ridiculously busy event.
I think of it as "Game Day." It's the real event. It's not a drill. Every other day has been practice so that we can execute our plan and work to our maximum efficiency on Mother's Day.
As a mom it's tough though. You want to be with your own family. However, if you work in a floral shop or restaurant, you know that it's work first... and your own Mother's Day activities after.
The absolute majority of moms are treated to brunch or dinner that day. And as a restaurant owner, it is my pleasure to cook for others and I'm glad to do it on Mother's Day.
Restaurants who do NOT advertise for this event are making a big mistake. Let's face it, dads and kids need the obvious hints. Your Mother's Day advertisements don't need to be for a sale. Don't discount your prices. In fact, this is your time to charge full price, and provide your best service and experience possible. You will need your best staff working.
Your advertisements could showcase a special menu, or even a simple reminder to make reservations. Your goal is to make sure you are at the top of the list when families are planning their gifts/events for mom.
I think of it as "Game Day." It's the real event. It's not a drill. Every other day has been practice so that we can execute our plan and work to our maximum efficiency on Mother's Day.
As a mom it's tough though. You want to be with your own family. However, if you work in a floral shop or restaurant, you know that it's work first... and your own Mother's Day activities after.
The absolute majority of moms are treated to brunch or dinner that day. And as a restaurant owner, it is my pleasure to cook for others and I'm glad to do it on Mother's Day.
Restaurants who do NOT advertise for this event are making a big mistake. Let's face it, dads and kids need the obvious hints. Your Mother's Day advertisements don't need to be for a sale. Don't discount your prices. In fact, this is your time to charge full price, and provide your best service and experience possible. You will need your best staff working.
Your advertisements could showcase a special menu, or even a simple reminder to make reservations. Your goal is to make sure you are at the top of the list when families are planning their gifts/events for mom.
Monday, March 25, 2013
Mondays
I think Mondays are a fresh start. They are another chance to have a great week. Whatever happened yesterday is... yesterday. It's in the past. You can only move forward.
In the restaurant biz, Monday is typically a pretty slow, if not the slowest day of the week. I see it as a good chance to clean and re-set and whip the place back into shape. Sometimes weekends can be pretty rough on a restaurant. (Like my "yesterday" blog.)
One of the restaurants in town has a steak and lobster special every Monday night. They pack the joint most Mondays. It's the 4th day in their "weekend." I applaud them. I think that's great! Frankly... I'd like to have Monday nights off just so I could go eat at their place. It would be a nice change of pace from my own Retro Diner. But alas... not everyone sees Mondays like me.
Sometimes my staff need an extra day off or feel it's better to get sick on a Monday than a Friday. I see their point and I generally appreciate it. However, sometimes that leaves me holding the bag and trying to re-right the restaurant myself on a Monday... thus leaving me working "Friday hard", on a Monday.
I guess you might only get what I mean if you're in the restaurant biz. And if you are... God Bless you and give you slow Mondays!
In the restaurant biz, Monday is typically a pretty slow, if not the slowest day of the week. I see it as a good chance to clean and re-set and whip the place back into shape. Sometimes weekends can be pretty rough on a restaurant. (Like my "yesterday" blog.)
One of the restaurants in town has a steak and lobster special every Monday night. They pack the joint most Mondays. It's the 4th day in their "weekend." I applaud them. I think that's great! Frankly... I'd like to have Monday nights off just so I could go eat at their place. It would be a nice change of pace from my own Retro Diner. But alas... not everyone sees Mondays like me.
Sometimes my staff need an extra day off or feel it's better to get sick on a Monday than a Friday. I see their point and I generally appreciate it. However, sometimes that leaves me holding the bag and trying to re-right the restaurant myself on a Monday... thus leaving me working "Friday hard", on a Monday.
I guess you might only get what I mean if you're in the restaurant biz. And if you are... God Bless you and give you slow Mondays!
Crazy walking through the door
You can analyze the moon cycles by what walks through the door of the Diner. This weekend you could surely see a full moon on the horizon.
The first customers pounding on the door Sunday morning were a couple raging alcoholics still completely drunk and reeking of Saturday night's swill. This was 11AM.
Shortly thereafter, the hungover twenty-somethings stroll in wearing their baggy sweatpants and telling obnoxious tales of their previous night's escapades. Lapping up the gatorade and picking at their poutine.
A little later in the afternoon an unruly, ill mannered family of tazmanian devils proceed to encourage their 3 kids to literally destroy our table... kicking the metal legs of the table until the screws pop out and it nearly collapses. They found this utterly, obnoxiously hilarious. And in my polite discussions with them (though I wanted to scream) I recognized their voices and words. They had done this before!! A couple years earlier we had the same scenario. The only 2 times something like this has happened in my 7 years of restaurant ownership.... and it's the same people. OMG.
The night before, a couple of unsupervised pre-teens start discussing blow job techniques as I am clearing plates from the table next to them. WTF??? Not in my family Diner you don't! They took their fries to go and got a few words from me regarding appropriate language and behaviour in public.
I tell ya.... ANY GIVEN SUNDAY! This was not what I was expecting to deal with. But it certainly signals the full moon. People lose their minds and their manners. And for whatever reason, converge en mass in my public space.
Now of course this is rare. Very rare. Typically Sundays are for ice cream and families, and celebrations, birthdays and friends getting together in happy times. Sundays are the days I'm supposed to be able to coast.... It's my chance to recover, and restock after a busy Friday and Saturday. It's also typically a day of rest from telemarketers, salespeople and walk-in solicitations. But not this Sunday. I had to have my game-face on. And what a wild 'game' it was.
The first customers pounding on the door Sunday morning were a couple raging alcoholics still completely drunk and reeking of Saturday night's swill. This was 11AM.
Shortly thereafter, the hungover twenty-somethings stroll in wearing their baggy sweatpants and telling obnoxious tales of their previous night's escapades. Lapping up the gatorade and picking at their poutine.
A little later in the afternoon an unruly, ill mannered family of tazmanian devils proceed to encourage their 3 kids to literally destroy our table... kicking the metal legs of the table until the screws pop out and it nearly collapses. They found this utterly, obnoxiously hilarious. And in my polite discussions with them (though I wanted to scream) I recognized their voices and words. They had done this before!! A couple years earlier we had the same scenario. The only 2 times something like this has happened in my 7 years of restaurant ownership.... and it's the same people. OMG.
The night before, a couple of unsupervised pre-teens start discussing blow job techniques as I am clearing plates from the table next to them. WTF??? Not in my family Diner you don't! They took their fries to go and got a few words from me regarding appropriate language and behaviour in public.
I tell ya.... ANY GIVEN SUNDAY! This was not what I was expecting to deal with. But it certainly signals the full moon. People lose their minds and their manners. And for whatever reason, converge en mass in my public space.
Now of course this is rare. Very rare. Typically Sundays are for ice cream and families, and celebrations, birthdays and friends getting together in happy times. Sundays are the days I'm supposed to be able to coast.... It's my chance to recover, and restock after a busy Friday and Saturday. It's also typically a day of rest from telemarketers, salespeople and walk-in solicitations. But not this Sunday. I had to have my game-face on. And what a wild 'game' it was.
Tuesday, February 19, 2013
Trip Food
Back a while ago, I suggested that January was a great time to travel and explore other restaurants. I considered this productive use of down time.
I visited Southern California and had a chance to dine at SHOR. It's in the Newport Beach area and recently opened in the renovated Hyatt Regency Newport Beach.
This was my favourite breakfast. (pictured) It was fresh lox and bagel. It was perfect. From the plating, to the service and the VERY fresh taste and flavours. I really enjoyed it.
We had a number of menu items from SHOR during our 3 meals there. The staff were very knowledgeable and willing to modify meals and accommodate special requests. The only request we made, was for a small dish of strawberries and ice cream for dessert. However, it was clear that tables around us had requests relating to their diets and allergies.
One lady was particularly loud and demanding with her lunch requests. The wait staff and manager took it all in stride and were ever so gracious in their service.
I was impressed and inspired by their food and their hospitality. I would definitely recommend SHOR and I would also, once again, recommend dining out during your slow season.
I visited Southern California and had a chance to dine at SHOR. It's in the Newport Beach area and recently opened in the renovated Hyatt Regency Newport Beach.
We had a number of menu items from SHOR during our 3 meals there. The staff were very knowledgeable and willing to modify meals and accommodate special requests. The only request we made, was for a small dish of strawberries and ice cream for dessert. However, it was clear that tables around us had requests relating to their diets and allergies.
One lady was particularly loud and demanding with her lunch requests. The wait staff and manager took it all in stride and were ever so gracious in their service.
I was impressed and inspired by their food and their hospitality. I would definitely recommend SHOR and I would also, once again, recommend dining out during your slow season.
Monday, January 14, 2013
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.
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.
Wednesday, January 9, 2013
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.
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.
Wednesday, January 2, 2013
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.
Tuesday, January 1, 2013
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.
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.
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