Walker

Every time you go to a restaurant you should meet the manager.

Not because your food is wrong, your service is bad or your unhappy. But, because the manager is out in the dining room, walking around and talking to guests.

A manager who is out WALKING the floor is a manager who cares. He/She is a manager who understands the importance of GUEST SATISFACTION. A walking manager knows that the SERVICE and EXPERIENCE are far more important than food.

It doesn't matter if it's Chick-Fil-A, Chipotle, Fleming's or Red Lobster. What matters is that the restaurant is run by a manager who gets it.

If you want to know if you're eating in a remarkable restaurant, look around....do you see a manager walking?

Dunkin Battles Starbucks

Does it surprise you that Dunkin Donuts beat Starbucks in a national blind coffee taste test?

I’m not shocked at all. Fundamentally speaking – Dunkin has better tasting good ole fashion coffee.

However, there is one small claim (here) that Dunkin is making that I don’t necessarily agree with: "It's just more proof that it's all about the coffee, not the couches or music."

In fact, with Starbucks it's all about the couches and the music. Yes - Dunkin coffee is better. However when it comes down to making a decision (if price wasn't a factor) I would ALWAYS take service, atmosphere and the way the restaurant makes me feel over taste any day.

Dunkin wins on taste.

Starbucks wins on experience.

Now the bigger question? What sells more coffee? Taste or Experience?

Bacon Appetizer

Today at First Watch I ordered a side of bacon for my wife.

Key Word: Side

We were awkwardly surprised when the SIDE of bacon came out as an Appetizer about 5 minutes before the rest of our food came out.

Talk about Flawless Execution.

Whipped and Chocolate

Want something amazing?

Freeze a mug in the freezer.

When it's frozen, pull it out and make chocolate milk.

Then, use Cool Whip - it has to be Cool Whip and put it on top of the milk

I promise, the most unbelievable snack/treat ever.

Monopoly

McDonalds has been promoting their promotional game Monopoly for years.

I have never played. Why? It seems way to complex for my tiny mind and I don't have any desire to try and teach myself.

If restaurants want to drive traffic, build sales and create loyal customers, don't you think they should make promotions as easy to understand as possible?

Sure Monopoly is popular, but imagine what it could be if every McDonald's customer actually knew how to play.

Are You a Rock Star?

"A rock star is not someone who takes the temperature, who gauges the marketplace before he creates his "art". A rock star is someone who needs to create and is willing to tolerate the haters along with the fans. He’s someone who incites controversy just by existing.

That’s what we lost in the dash for cash. Unique voices. I’m not saying we haven’t ended up with some pleasant music, but it just hasn’t hit you in the gut, it’s the aural equivalent of Splenda, it might do the trick, but it’s not the real thing. The real thing grabs your attention, drives down deep into your heart and lodges itself there.

A rock star doesn’t follow conventions, doesn’t go disco or add drum machines just because everybody else does. A rock star exists in his own unique space, and if you met him you probably wouldn’t like him. Because he tends to be self-focused to the point of being narcissistic. Because he cares. He needs to get his message out." -Bob Lefsetz

Infinite

Turn

Nothing is worse than eating at a restaurant with a server who is desperately trying to turn the table.

Servers think thier jobs are to turn as many tables in their section as they possibly can to make the most money in tips. Some severs however make it more of a priority than others which leads to an irritating dining exprience.

You know its going to happen the moment they greet your table because they start the conversation by asking to get you drinks and if your ready to order dinner. Why would I want to order dinner? I just sat down.

Most people dine out as an escape. They don't want it to be over in 45 minutes.

What servers have failed to realize is that if they gave each table attentive, personal service that wasn't driven by how fast they turn the table, its possible they would make more money because people would tip them better.

Salad Up Dinner Down

I heard a wise man today say,

"You know you're getting amazing service when your salad goes up and your dinner goes down."

That means you should be getting your dinner about a minute after you finish your salad. There shouldn't be a 15 minute waiting period in between salad and entree....the experience should be seamless.

When it comes to service, timing is everything.

Choose Your Customers

If you owned a restaurant, who are the first customers you would go after....the elderly people or the young over spending live beyond their means people from Generation Y?

I'm thinking the youngins make more sense.

Credit Problem

I walked through a small downtown area today.

We went in several shops and on TWO different occasions were denied the ability pay with a debit/credit card without a minimum purchase. One store told us they didn't accept debit/credit cards at all.

The owner complained to me that the credit card company charged them and it took away from their profits. So, instead of taking a loss in profit they turned me away completely.....making absolutely no profit.

What is the logic in this? Doesn't it make more sense to loose some profit, but still make a sell?

Not only that, but who carries ONLY cash these days? Independent stores that are struggling to stay open as it is, need to be smarter. Some customers (paying with debit/credit) is better than no customers at all.

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.

Breakfast at the Median

Every day millions of people drive to work.

"Drive" actually is a bit of an overstatement.....it's more like "slowly sit in traffic on our way to work."

A majority of this time is spent in jams at red lights looking at the car in front of us and the Median to our right or left. At each red light we spend anywhere from 20 seconds to 4 minutes. Sitting. Pondering. Hungry and Thirsty.

Here lies the opportunity.

How long does it take to get a cup of coffee and a bagel? Minutes (or less depending on how fast the drive thru works).

This is what I want: a Coffee Shop on every busy median in the city. It can be a small cart with just one employee. They can serve three or four things. Quick service, quality food/coffee, and the ultimate in convenience.

Think about it! Can you imagine pulling up to a red light, and as you wait getting a hot cup of coffee and a bagel!?

If this dream ever becomes a reality, I will look forward to the red lights and traffic.....instead of dreading them.

S'mores at Home

Everyone who loves S'mores needs one of these.



Revolutionary.