Culture dictates behavior, but it also allows what I call “codifying ownership.”This means that, even in your absence, your restaurants feel like you want them to feel – so you’re able to open more units without killing what made the first ones special.Plus, you get … Continued

The oldest Gen Z diners are celebrating their 27th birthdays this year. If you haven’t started to understand their behavior or adapt to their dining needs, you’d better start now. Generation Z, our first generation of digital natives, will be going through high schools only … Continued

When guests think about your restaurants, do they end up feeling sleepy because your brand looks tired? Independent restaurant groups that lack the focus or wherewithal to update brands fall behind their competition. One of my clients told me, “Things changed so much in the last … Continued

If you tell yourself that your restaurants appeal to everyone aged 4-74 – or anything similar to that – that is wrong. If you tell yourself that you compete with all restaurants – wrong again.   One of my clients was telling me these things, and it … Continued

Lately, I’ve worked with my clients so much on their 2024 plans that, in my mind, I’m already there. So I’m constantly surprised when I see a date that says 2023. It feels like something from the past. Adopt the same attitude and put maximum … Continued

How much better would you feel with the first of a series of 5% revenue increases?  Well, it wouldn’t take all that much in a $4MM restaurant with a $30 PPA.  Three or four tables at lunch and the same at dinner would do it. That’s … Continued

The most important number for your restaurants – the one you need to look at every shift, day, week, and accounting period – isn’t on your P&L. That number? Guest count. I only have a few clients who have positive comp guest counts. Those brands … Continued

When people eat at home while staring vacantly at their phone, tablet, or screen – or even when they eat at the restaurant across the street – they miss the human hospitality factor that that you are capable of providing. Hospitality is what sets you … Continued

Sought-after young restaurant brands can brag that they don’t even have to advertise. When I hear that claim I smile – because I know, one day, they will start advertising. They inevitably cool off. Someone else will own the hot new brand that everyone loves to … Continued

My clients often say to me, “I’m making more money than I ever imagined.” When you’ve reached that level of success, you may feel so much gratitude that self-evaluation becomes hard. Plus, a lot of the people surrounding you may see your life as so … Continued

My clients have numerous considerable competitive advantages – with their guests and employees versus their competition – that show up on the bottom line. One advantage? Their culture. My clients and I make sure their restaurants truly represent their culture to every guest, every time – and … Continued

When things run smoothly and predictably (remember that?), it’s easy to focus on doing things the right way.  During a crisis, though – even as things become better toward the end – not so much. But, while my clients are focusing on different areas in … Continued

2021 sets up to be the ultimate “Gift Card Christmas.” Why? Supply chain issues, container ships sitting in the Pacific Ocean, and a shortage of computer chips, and truck drivers. If you do not already have a robust gift card program in place for the … Continued

Using your steps of service strategically to send your guests the right message gives your restaurants a massive competitive edge. My best clients add an element in their steps of service that drives guest engagement, satisfaction, and frequency – and thus revenue. So why do … Continued

Last week I ran my Ultimate Restaurant Culture Workshop at Texas Restaurant Marketplace in Houston, the second largest gathering of industry professionals in the country. I took attendees through the same process I use with my clients to identify, document, and systematize culture—tools we use … Continued

Whatever your dream is, my wish for you is that you get to live it. At work, at home, in your community. In that spirit, as we start a new year, here’s a gift from me – a free download. Fill out the box below … Continued

We all work so hard on our food. But the truth of restaurant success is that, for most independent restaurant companies, food just gets you in the game. The guest experience, the price/value relationship, location, atmosphere, hospitality level, and even seemingly small things like parking … Continued

Every independent restaurant company has its strengths. Some are more guest focused; some are more production oriented; and others are outstanding at concept or locations. What I do with my clients, owners of successful independent multi-unit restaurants  to truly maximize their  revenue, profits, and net … Continued

Your culture is becoming increasingly important, and it’s only going to get more so. Why? This may come as a surprise, but, when you look at the top line, you’ll realize your culture is actually responsible for 100% of your profits. Without that special connection … Continued

If you own a successful multi-unit independent restaurant company, you can learn from the experience of Yumilicious, which beat chain Pinkberry in North Texas. When Yumilicious opened their first tart frozen yogurt store in Dallas, I stopped by and talked to the owner, who told me he “had some … Continued

Owners of successful multi-unit independent restaurant companies often misunderstand the real opportunities to cement success and reduce risk going forward. If you stop and ask an owner of a growing independent restaurant group, they will tell you that their number one concern is labor — … Continued

“Is it possible to say with a straight face that Señor Frog’s is a better restaurant than Per Se? Too many restaurants have become church without the singing and costumes.” That is what New York Times restaurant critic Pete Wells wonders in an iconic New Yorker profile “Pete Wells Has His Knives Out”, … Continued

Last week, a manager who had worked with me — back when I was operating — asked me for advice. A 250-unit restaurant group was recruiting him to leave his current GM job with another well-known company — where, by the way, I am proud … Continued

My research shows you need more than great food, service, and atmosphere — the holy trinity of the restaurant business — to guarantee success for the units in the independent restaurant company you own. My best clients build their successful multi-unit independent restaurant companies around … Continued