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!

Success!

Meatballs in honey garlic sauce, fresh market salad with mandarin dressing & perogies.

We did it! We served 'Off the Menu" specials at a price of $10 a plate, the whole month of August!! It was a fun and fresh culinary challenge and I think I enjoyed it as much as our guests!

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.

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!

$10 Diner Dinner Progress

I'm running a little low on creativity, but there's only a week left in August and our Diner Dinner Project so I know we'll make it to the end of the month!

We have had so many lovely compliments and visits with guests on this topic. I didn't realize what an human interest story it would turn into. I think what resonates most with people is that at one time or another, or for various reasons, we have all said "I'm not cooking anything fancy. It's only me."

The "only me" statement is what has really motivated me to try this. I know it's hard to cook for one person. I know after a long day, whether it has been emotionally or physically exhausting, you just want to rest. But you still have to eat. That's when most of us turn to the microwave, or a drive through and eat something we ourselves deem as "good enough" rather than something more nutritious or enjoyable to our own tastes. I've done this myself. Truthfully, I've eaten more frozen Stouffer's Lasagna than anyone should.

As ridiculous as it seems, even as a restaurant owner, I struggle to eat. In all the times you've been to the Diner, have you ever seen me sitting down and eating a meal? It's rare. Not because I don't love my own cooking, it's simply a matter of timing. Each day is a 12 hour race to get everything done. In the hour before we open, it's all prep. In the hour following doors closing, it's all clean up. And in between it's all cooking and serving to the public, whenever they might pop in.  So when I get home at 10:30pm and realize I really haven't eaten all day, that's when I turn to the lasagna.

So the Diner Dinners are solving my issues too! Most nights there have been enough leftovers of the main dish that I can take it home and enjoy it with my feet up and watch the news.  Win- Win.

I hope you're enjoying the project too!

Here's an update to the existing list of the dinners, to the best of my recollection.

Soft Tacos with Stuffed Anaheim Peppers
Sweet and Sour Meatballs & Perogies
Pork Chops with Apple Peach Sauce
Hot Butter Rum Peach Sundae
Teriyaki Steak Stirfry
Perogies and Kolbassa
Marinara Meatballs with Salad
Citrus Chicken Salad
Pulled Pork on a Bun
Philly Cheese Steak Sandwiches

Citrus Chicken Salad with a Mandarin Orange Sesame Dressing & Breadstick.

Less nervous; More fun

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.

Fresh Guacamole

Friday is still a mystery.

Fresh Pico de Gallo 

Fried Ice Cream Sundae

Here's a fun Pico recipe very similar to mine.

The Milkshake Machine

At the Diner we make a lot of milkshakes. We do them the old fashioned way, a stainless steel cup, fresh ice cream plus fruit and milk. Our banana shakes are made with real bananas. Our strawberry shakes are made with fresh frozen strawberries. You get the picture!

For 40+ years, the same Hamilton Beach Blender has been kicking out the shakes day after day. But finally 2 out of 3 motors quit and instead of a working 3 head machine, we were flying with just one blender. Knowing that it too would quit and we are too busy a shop to make milkshakes just one at a time we sought out a brand new blender.

Direct from the factory we received a 3 head Waring brand model. Long story short, the staff hated it. I have never had the girls feel so strongly about a piece of equipment. And for me, each time it fired up it sounded like an underpowered engine. It struggled to blend ice cream and milk. That's a HUGE problem since it's ONLY purpose is to blend ice cream and milk! So it went back to the supplier.

The old machine came out of retirement for a bit and we searched for a "new" old Hamilton Beach 3 Head. It didn't take long to find one as they are quite coveted and so well made they last and last.

Cleaning it up and getting it ready for service and the staff were glowing! Again, I didn't expect so much emotion over a machine. We fired it up, giggled and made 3 shakes at once. Success!

Since this machine will be cherished and well used, we christened her with a name... BETTY. Hamilton Beach "Betty." We are hoping for many great years, and thousands of shakes together. The Retro Diner feels completely right again!

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. 

The Daily Special

Again, with the Dr. Oz Show reference. Dr. Oz suggested, and his guest discussed the restaurant daily special as being a "clearance rack" for items and ingredients that are near their expiry date or at the end of their shelf life.

I would vehemently argue that's not the case in my diner! I can only speak for my own kitchen, of course, but I would never hesitate to choose our special and here's why:  We are such a small diner, with limited dining space but also limited freezer and fridge space. We operate on an on-demand supply system. We get stock 4-6 times a week. Yes, that's nearly every day. We operate with one head chef, and 2 sous chef. There is constant communication and we always know what's fresh, what's new and how we rotate stock. Fresh is our way of life. And our kitchen motto is "if you wouldn't serve it to your own Grandma, you don't serve it to our guests. Period."

The way we choose our daily special is based on stock availability. What do we have the MOST of. Keeping the right quantities on hand, so you never have to tell a guest "sorry, we're out of your favourite" can be a delicate balancing act. Therefore, in order NOT to run out of chicken fingers, we would discount and feature a burger instead. When something is discounted and marketed as a daily special guests tend to choose it, especially if they are in a rush or consider it in the top 3 items they would eat at your restaurant normally.  So, it takes the "pressure" off chicken, if burgers are the popular choice that day.

Similarly, we can choose a special to counter-act a mistake in ordering. Whoops.... ordered all bottle cokes instead of cans? Then today's special is a bacon cheeseburger, fries and a bottle coke for take-out. It's a perfect set.  Hard to sell a taco salad with a bottle coke.

There have been instances where a supplier will offer you a quantity discount on in-season produce. I like to jump at those opportunities and cook with what's fresh and delicious in the moment. Fresh peaches make amazing parfaits with hot caramel sauce. While it's not on our regular menu it sure sounds good, tastes good and sells well as a special.

That's how we roll at the Retro Diner.

What's for dinner?

Before I took over the diner, I discussed the menu with the previous owner. I wanted to know what the bestsellers were, the recipes and the suppliers for each of the products. I was buying an existing business, not starting from scratch. Now, if I  had I been an experienced or renowned chef, with my own black book of recipes, I would have approached things differently, but that wasn't the case.  I was taking over and I didn't want to rock the boat until I had both my oars in the water. 

The previous owner had "deep fried zucchini sticks" on the menu. Zucchini.... yes, the vegetable we have to hide in chocolate cakes. The same vegetable you have to give away from your garden each fall. The same vegetable you practically have to pay your neighbours to take a second time! I politely inquired as to its sales volume. She said, "oh it's good. It has a loyal following. We probably sell 5 or 6."  Ok, I replied.... 5 or 6 a day? "No, a year" she said with a straight face. 

I immediately took those off the menu and rapidly pursued uncovering the other duds. 

In an 8 foot kitchen, with limited fridge space and an absolute commitment to fresh products I had to narrow down the menu to multi purpose items. To add to our menu, a product had to be used 4 ways. 

For example, I wanted to add a homestyle chili to the menu. To make the grade, we decided to offer it as:  chili nachos, chili & cheese dog, chili fries, and as a bowl of chili with a toasted fresh bun.  We make the chili with a moderate spice and only top quality beef and beans. This gives it a wide audience appeal and lends itself to each application without fighting off the other flavours.  Chili has been very well received and has become a menu staple, especially in cool weather. 

Bacon is a kitchen necessity, especially in a diner. We use it on burgers and dogs, BLT sandwiches, we add it to a perogy platter and very recently we introduced it as a topping on poutine. Our new bacon and cheddar poutine was an instant sensation!  I regret not adding it earlier. 

One of the best reasons to have only multi-use items in your kitchen, is freshness. The more you use, the more fresh the product. And fresh is always best. 

In my kitchen, our bottom line is, "if you wouldn't serve it to your family, you don't serve it to our customers. Period. " It's an easy determiner and it guides everything we do. 

Why Retro?

Everything old is new again. From television shows to classic cars, there is a North American affection for the 50s and 60s. So when I had the chance to buy a sleepy little ice cream store, I thought I'd breathe new life into it by going retro.

The classic neon sign from the 60's (when the store was first established) still stood proudly outside the store. It was outlined with a big cheesy flashing arrow and twinkly "running" lights that flashed after dark. So, I figured it would be pretty easy to have the sign refurbished and then match the interior decor to the outside sign.

Once I had a theme, it was pretty easy to locate and purchase furniture, signs, and other decorator items. A couple keyboard strokes and everything was on its way.

A working jukebox was harder to find, but when I did I felt like the Fozz from Happy Days. "Ehhhh!" 

Acme Chrome provided all the new, but retro furniture. It was custom coloured and could not have been better. I'm pleased to say that after 5 years of daily use, all the chairs and tables are holding up great. They sure knew how to make it back then! And lucky for me, Acme Chrome is still pumping out the top quality, Canadian-made furniture  that generations have loved.

The one thing about the retro decor and 60s music, it brings a smile to people's faces. And once you have a relaxed and cheery customer in a comfortable environment, it is much easier to then dazzle them with good food and top notch service.