"IT'S ABOUT SERVICE"

Take a Fresh Look – It may give your Restaurant a burst of new energy!

Each year at this time, I get a great burst of energy for my business and always try to look at things a little differently to start the New Year on a great note.  Here are 8 things that I suggest every owner and managers should do at this time of the year. Make a…
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As simple as it gets!

For 24 years now, I have been providing, critiquing, analyzing and teaching restaurant service from fast food to fine dining and from Tiki Beach Bars to Caribbean resorts.  Here is what I have come up with – three words and one philosophy for GREAT Service. Attitude – Some call it the “un-teachable” factor.  I like to refer…
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SERVICE WITH STYLE

Value – Is this word over used or what?

When you think about all the buzz words floating around the Hospitality industry right now, it seems like there should be a new focus every single week.  “Implement SMART Systems”, Deploy New Strategies” “Primary Vendor”, “Local Fresh Ingredients”, “Trading Down”……… Where do you start? Start and finish every day with VALUE. The single most important…
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SERVICE WITH STYLE

Are the Times Turning Back?

Approximately 2 years ago, I sat in a seminar about economic development.  The presenter described what we were about to go through as the letter “U” and not a “V”.  He stated that we were not going to bounce back quickly and we were going to have to ride out the low part of the…
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The Root of Great Service

For 24 years now, I have been providing, critiquing, analyzing and teaching restaurant service from fast food to fine dining and from Tiki Beach Bars to Caribbean resorts.  Here is what I have come up with – three words and one philosophy for GREAT Service. Attitude – Some call it the “un-teachable” factor.  I like to refer…
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Pricing Wars – It’s Pretty Competitive Right Now!

In ten seconds I bet I could name at least 8 restaurants in my home town promoting themselves on pricing. The right portion, the right price 10 entrées under  $10 Lunch for $5.99 Buy one entrée get one free $1.00 drinks all day How far can this go!  The industry is falling into a coupon…
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SERVICE WITH STYLE

Let Them Loose

As I sit down for a quiet minute to write this month’s blog (It’s About Service), I have a slightly different look at Service this month.  After opening a new restaurant 6 weeks ago, I find myself thinking a lot about the basics of a restaurant.  Building a new restaurant is all about pleasing every…
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Can I Please Have Some Ketchup?

While on vacation with my wife and daughter this past weekend we were eating out and my daughter politely asked our waiter for some ketchup.  Simple enough right?  Well, the waiter stops and gets the attention of every guest in the entire restaurant by yelling “I NEED KETCHUP”!  About 30 seconds later we had 17…
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SERVICE WITH STYLE

Don’t Cut Too Far?

Over the past few weeks I have heard the term “Business Survival” several times referring to keeping a business going during these economic conditions we are in.  I think that the term fits pretty well.  When there is so much uncertainty in the market, a basic human instinct of survival surfaces and in this case…
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5 Critical Errors Your Staff is Making that Drive Your Guests to the Competition.

I want to dive right into it this month because there is a lot of great stuff here. Starting Off Poorly – It is incredibly hard to turn around a guest after the beginning very poorly.  It only takes seven minutes for a guest to get settled and make a judgement on how the entire experience…
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The Good, The Bad & The Ugly

As I watch the beginning of this year’s hockey playoffs, like all good Canadians do, I wonder what type of team you need to win in the restaurant business. We all know what type of employees we want, great sellers, hard workers, team members that care about your business, but how many of these good…
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SERVICE WITH STYLE

If I’m Doing Their Job, Who’s Doing Mine?

It’s very easy to put off work you don’t want to do or get caught up in the simple tasks right in front of you.   As I walk through the restaurant today, I’m really looking at what duties each employee is doing.  Most times you just want to make sure they are working and…
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