This COVID-19 crisis constantly throws new things at you that you’ve never even thought about. The most successful operators – the ones who will navigate through this and dominate their segment – listen to employees and guests every day to understand the smart next move. Treat All Your Guests Like They Are New Here in … Continued
Restaurants that were just doing OK (or worse) before the COVID-19 crisis will probably end up closing for good – and I don’t think we can save them. It saddens me to write that. Conversely, restaurants that entered this crisis producing great results, and had meaningful brands and culture, will dominate their segments in the … Continued
COVID-19 has exposed weaknesses in our society: the lack of a coordinated national health care policy, no national sick leave program, and two political tribes that don’t even see the same facts – let alone work together on solutions to our problems. Similarly, if you pay attention as you sweat out the survival of your … Continued
What will the rules be when our dining rooms, partially at first, open? We don’t know. But we’ve got to be ready. Whoa! Looks like an exercise in planning from business school. Correct. This pandemic schools you. Public Health Comes First I watch California and Washington state – two of the first states that … Continued
During this crisis, how well you connect to your active and furloughed employees will define your culture for years. It will make the difference between having a bonded and enthusiastic workforce rather than one that feels bitter and neglected – and then looks elsewhere for employment. The people who run to-go and delivery in your … Continued
When the day comes – when you can legally operate your dining room again – you’ll be relieved, exhausted, and excited. Focus on that day now. Really. Now. The Opportunity of a Lifetime How you re-open your restaurants will dictate how much success you experience in the future. Like everything else you have dealt with … Continued
It started with the feelings we share with people around the world about the COVID-19 threat: shock, grief, disbelief, and fear. And it continued with the undercutting of our belief that working hard, staying smart, and continually improving our businesses would mean continued success. It is more than enough for anyone to handle. Every day, … Continued
Here is what I am telling my clients now about surviving this crisis and keeping people working when it passes. If you operate in an area where you can only offer to-go and delivery, take a short period of 10 days (over two weekends) to determine whether you can generate enough revenue to keep some … Continued
In normal times, we avoid talking about safety. After all, why would we want to take guests’ mindset away from the positivity of their experience in our restaurants? But now, with no basketball games? No flights to Europe? And your college kid learning online because classrooms are closed? These are not normal times – and … Continued
I have never met a restaurateur who does not want people to take more ownership, action, and responsibility. But I have met plenty who sabotage themselves every day by actively working against that goal. Many owners of successful independent multi-unit restaurant companies do not yet know how to harness the power of the people they’ve … Continued