Restaurants: Your Favorite and Why

Everyone has a favorite restaurant.

Whether it be a fast food joint you've been going to since childhood, a hometown favorite you make sure to hit up when visiting family or a new local independent in your neighborhood.

What I want to know is why this is your favorite restaurant. For me, its hard to pick a definite favorite, but I have a few close to my heart. They include a greasy burger joint in my hometown of Madison, Indiana that I've been going to since I was young. There are a few others scattered between Indianapolis, Charlotte and Columbus, Ohio.

Many people say the food is the number one reason why a restaurant is their favorite. I love the food, but atmosphere, music, decor, cleanliness, history and hospitality are all very important to me.

The old saying goes: You can get a burger anywhere. Why here, or why there?

I would love to here some feedback on what your favorite restaurant is and why?

Good Service, Poor Hospitality

Service and Hospitality are two completely different things, but are often confused as one and the same. To me, they can be defined as the following:

Customer Service - The provision of service to customers before, during and after a purchase.

Hospitality - The way this service makes a guest feel before, during and after a visit.

Companies spend loads of money on hiring and training new employees, as well as current ones, on customer service issues. They work hard to project a positive image onto the public. Why is it that most (not all) independent restaurants get it right, but most (not all) corporations get it wrong when it comes to achieving customer loyalty?

No matter how big or small, the front lines and store level management make or break a restaurant. An small, independent operator has the authority to make his or her own decisions. If they want to give away a free dessert, by all means they do it. If they wish to publicly curse an out of line customer, they can do that too. Right or wrong for their business, they can do this.

Corporate chains that sincerely care about hospitality, and not just good service, empower their employees to make on the spot decisions. Most of them do not and require strict corporate policy to be followed, essentially making managers robots. Last time I checked, hospitality was a people business.

I had an experience with corporate chain Panera Bread this past weekend that was a perfect example. This is an establishment I have frequented for nearly 10 years. I like the food, the coffee and the atmosphere. The service is average to good, but never stellar.

The problem I have with Panera Bread is their wi-fi policy. They have a restriction on time access of 30 minutes between peak hours. The problem here is, that they are driving out their most loyal customers. I am one among many who will meet friends, colleagues, clients and family to work, do homework or just read the news for hours at a time.

I understand the theory behind this policy. Unlimited wi-fi means squatters. Squatters mean less table turns. Less table turns means less money. Therefore, 30 minute time restrictions means more money. This is fine, as they are in business to make money. The issue is the staff's lack of authority to solve customer issues involving this restriction.

Let me just say that the manager on duty was excellent, and I have received a phone call from the General Manager. They were both great, but the corporate policy restricted their ability to extend genuine hospitality to me or other patrons. The manager had no authority to grant me extended wi-fi access, even though their were plenty of empty tables and I posed no threat to their revenue intake.

When I asked about the policy, I was directed to a customer service hot line to reinstate my connection. Really, a hot line? What I found out was that the hot line was in fact a company that Panera contracts out to in order to avoid dealing with their customers directly. They told me to contact someone in Panera corporate, but would not give me a number.

Unable to find a corporate email, I did the next best thing. I sent a direct message and friend request to Panera founder and CEO Ron Shaich on FaceBook. I have yet to receive a response, but I am hoping he will respond. Maybe he and I will be able to meet one on one over a cup of coffee.

During off-peak hours of course.

I would explain to him how I was unable to finish my taxes online. I had chosen to do this at Panera, because taxes are stressful and usually his store is a stress reliever.

Or about the girls next to me working on a midterm exam online. Oops! They were also booted out. I hope they didn't fail the glass.

Or the family in the booth working on their family tree. Excitement over reaching out to relatives dashed precisely at Noon.

At what expense does a company make extra money? Losing their most loyal customers goes against the entire spirit of the hospitality business.

Floor management excelled at great customer service. Panera's corporate policy chewed up genuine hospitality and spit it out.

5 Must Read Books for Hospitality

I've been doing a lot of reading the past couple of years in order to learn more about the business, as well as a help give myself some direction. My selections have covered some of my favorite passions including restaurants, business, sports and leadership.

These are the 5 books I have found to be the most insightful, educational and motivational.

5. "One-Minute Manager" by Ken Blanchard & Spencer Johnson

You may or may not have read any of Mr. Blanchard's books about business philosophies and leadership. And Mr. Johnson is best known for his book, "Who Moved My Cheese." All of their selections are top notch, but "One-Minute Manager" has a special place in my heart.

I first read it as a new manager when I was with Scotty's Brewhouse. Owner Scott Wise gave it to me in order to help me develop my own management strategies and philosophies. This short read teaches supervisors how to effectively motivate their people through constructive criticism and setting clear and attainable goals.

4. "Twitter Marketing for Dummies" by Kyle Lacy

Indianapolis entrepreneur, and social media guru, @kyleplacy wrote this book last year to cater towards those familiar with, and still learning about, the phenomenon known as Twitter. Mr. Lacy breaks down the intricacies of Twitter, and its marketing capabilities, into an easy to read and comprehend book, that everyone should pick up.

For anyone curious about Twitter, or how it can be used to advance your business, please pick up this book. Get ahead of the game now. It can be ordered online at http://twittermarketingfordummies.net or picked up at your local library.

3. "Restaurant Success by the Numbers" by Roger Fields

I picked this up at Borders Downtown one day last summer and read it by the next night. It is a very easy read and one of the best books on opening a restaurant I've seen. The strength in this book is the authors ability to explain the numbers of the restaurant business to entrepreneurs who already have the vision.

The author is a former CPA who took a chance on the restaurant business with no experience, but knew the financial aspects of it. Too often, new restaurateurs have the experience and the vision, but know nothing about numbers. It is a good look at the other side.

2. "The Carolina Way: Leadership Lessons from a Life in Coaching" by Dean Smith

This was a tough to stomach, being an avid Indiana fan. But this was one of the most powerful reads I've ever managed. The book was far from being strictly about sports, or even North Carolina basketball. Coach Smith opens up about life, family, faith, respect, motivation, basketball and more.

The book is divided into 5 general topics. They are Foundations, Playing Hard, Playing Together, Playing Smart and Lessons Learned. Each of these is divided into sub-topics touching on his core values: Dignity, honest, respect, consistency.

1. "Setting the Table: The Transforming Power of Hospitality in Business" by Danny Meyer

My all-time favorite book. Famed restaurateur Danny Meyer of Union Square Hospitality Group in New York City presents a tell all from his upbringing to his first restaurant to present day, and the reason he has been so successful.

The message is clear and precise, that hospitality - not good service - is the be all, end all. The book is a must read for restaurant and hospitality people. It is also recommended for any other business in my opinion.

Hopefully, you will get a chance to read these. In the past year, they are probably the best books I've read. If you have any recommendations for me, please send them my way. Thanks!

Restaurants: A New Perspective

Part One:

Ask any restaurant owner for advice on opening your own establishment, and without hesitation the first thing they will ask is if you've ever worked in a restaurant. At this time you will answer yes or no. If you say yes, they will probably snicker and wish you well. If you say no, they will also snicker. And then tell you to go work in a restaurant. As a server, cook, dishwasher, busser, host - anything but a manager or owner.


Sound and wise advice, as so many people jump into the business and know nothing about it. The restaurant and bar business is unlike any other. New owners lacking experience see glamour, mild fame, solid investment, a fun place to bring there friends. To them, two hour Friday night waits and lines out the door equate to dollar signs and profit. They do not see what goes on behind the scenes, the work that goes into making a profit (or just breaking even).


An owner once told me, don't get into this business for the money. It may be a long while before you see a penny in return. It takes many Friday nights like the one above to make up for the initial investment: leasehold improvements, plasma TVs, tables and chairs, uniforms, kitchen equipment, inventory, menus, computers, glasses and plates, silverware, DirecTV package, utilities, insurance. You get the point.


So why do owners do it and how do they succeed? The successful ones usually do it because they have a passion, because the are good at it and because they are great judges of talent. Putting your people in a position to be successful is very important. One local owner has seen tremendous success because of his passion, the team he has assembled and their drive to help the company.

Another local restaurant with the potential to be great has not.

The second restaurant, as I stated, could become a great local establishment. I have reached out to them over the past few months, but have not been met with a desire to get to the next level. They have had 5 GM's in 3 years. Leadership at the top is crucial to stability, consistency and growth. But the ownership group has not, in my eyes, been willing to take that next step. The owners are comprised of non-restaurant people, who work very hard, but are still playing catch-up.

Part Two:

Of course, we often hear to work in the business before opening a restaurant. On the other hand, the business is so complex and demanding, owners and managers can become complacent. When is the last time any one in charge took a break? When is the last time you brought in fresh eyes and perspective? When is the last time you put yourself in the shoes of your customer or better yet, the shoes of someone in another profession?

When I stepped away from a management position three years ago, it completely opened my eyes. I was burnt out, exhausted and in a rut. I went into another profession and back to school for my Masters degree. What a completely different world! Walking back into my former restaurant as a customer was an eye opening experience.

The best part about this was that I now how a completely different perspective on the hospitality world. The past three years I have gained experience and knowledge in customer service and sales that have taught me a lot of about work ethic, restaurants and hospitality, and was the encouraging factor in wanting to help local restaurants from an operational and marketing standpoint, and with training.

Now, I'm not suggesting that you all quit your jobs and close your business. But, make some time (ha, free time) on your calendars to talk to people in other professions. Salespeople, bankers, truck drivers, cashiers, athletes, other business owners, other restaurant owners, social media junkies, bloggers, reporters, doctors.

What are their best practices, tips, suggestions that you can carry over to your business? How can they help you increase sales. Cut Expenses. Train your staff. Improve your operations. Improve the bottom line. Market your business more efficiently.

Also, where do they like to eat? Why? Do their dry cleaning? Buy their groceries? Workout? What drives them to be successful? What are their goals? Where do they want to be?

Surround yourself with good people in and out of your restaurant.

Trust me when I say, taking a step back to look at your operation from a different point of view will be the best thing you can ever do. Don't be so proud that you don't help your own livelihood.

Pizzology - Your New Favorite Hang Out

Upon entering Pizzology on Friday evening, two thoughts came to my mind.

The first was, "Where is the restroom?" After crawling through traffic up Keystone Avenue, I had to go if you know what I mean. But more importantly, when checking out new spots to dine, here is a handy tip: How clean a restroom is can generally equate to how clean the rest of the restaurant is, including the kitchen where your food is stored, prepared and cooked. Let me tell you, the men's room at Pizzology was spotless and rather inviting. I literally could have eaten off the floor. I chose to wait for a table instead.

Second thought: As a lady was dragging her two kids out the door I overheard her say "We are not waiting an hour." At the point I told my wife it was her loss and our gain. One more person we do not have to wait behind! You see, the hype for Pizzology has been overwhelming and I have been wanting to come here for months. I would have waited two hours without hesitation, as long as I had a tasty Upland Wheat to keep me company.

We actually only waited 15 minutes before being squeezed into a 2-top in the bar. Seating is tight in this gem of a pizzeria, but the cramped quarters contribute to the experience. The crowd was tremendous this night.

I stuck to my favorite Indiana brew and my wife, ever adventurous, ordered an immaculate Budweiser Light. Our server Jay was on point all night at table 43. For starters we had the Mushroom Risotto and bread sticks (not on the menu). Sticking to our devout Catholicism Lenten practice of no meat on Friday, we had the Margherita pizza.

A-MAZ-ING!

The food was delicious and lived up to the hype. The service was excellent and fast. The pizza is completely different than any place you have tried in town. Owner and Chef Neal Brown has created my new favorite pizza place in Indy!

Criticisms:

Only one I can think of is to pump up the volume on the music. While enjoying my restroom inspection I had some nice eighties music pumping my eardrum. While at my little bar table 43, it was barely audible. I need some jams while throwing back a pie!

Favorites:

Every single person had a smile on their face, made eye contact and said hello. EVERYONE. Very inviting.

Watch out though! If you wear Chuck Taylor's on your feet as I did last night, they just might make you bus a table or two. The entire Front of the House staff is required to wear these as part of the uniform as one enthusiastic staffer told me.

Overall, great experience!