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.