Managers Matter

Managers have a fundamental and strategic influence over the dining experience. They above any marketing, advertising or support from "corporate" change, impact and drive the business.

They affect their employees, the customers, cleanliness, quality of food, and service of their restaurant. If the manger is awful, expect the experience to be horrid. If the manager is outstanding, expect the experience to be remarkable.

Today, more than ever service drives dining experiences, not the food. I was at Earl of Sandwich for lunch today - a fast casual concept that's not well known for their service. The manager was "walking the floor", checking up on guests and making sure everything was perfect.

Another example of the bar being raised again.

Managers will be the ones who save their business or run it into the ground. Nothing else matters.