Know Series Part 1: Know Yourself
The first step in going forward with any improvement plan is to take a moment to assess your current position. Take the following quiz right now, then follow it up with a look at some factual information to see how accurately you can pinpoint your present situation.
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What do you think are your top five menu items?
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What does your staff think are your best selling items?
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What is not selling?
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What is being thrown away?
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What is your take-out vs. eat-in ratio?
- Sit at several different tables as if you were a customer. What do you see, hear, smell?
Dave Celuzza, owner of Slattery's Restaurant in Fitchburg, learned a few things by taking the Know Yourself quiz. "My own thoughts on what was selling were pretty accurate because I check our POS Reports daily," he said. But, the perception of his staff on what was selling was different. Celuzza pays attention to the responses of his staff because they can greatly influence what customers order. He also realized he needs to take a closer look at what is thrown away every day.
Another restaurant owner who took the quiz was Patrick Lee of the Horseshoe Cafe in North Reading. "I had forgotten how well hamburgers sell at lunch," he said. He also learned that a stir-fry dish and BBQ combo weren't selling as well as he thought. Armed with this new knowledge, Lee said, "We'll eliminate four to five menu items and add more comfort food." He also realized that he could do a lot more with his take-out business.
Leonard DeRosa of the Hilltop Steak House in Saugus took this quiz sitting down in order to be more aware of what his customers are seeing and hearing. "I found sitting in Kansas City, one of our largest dining rooms, to be very busy, noisy and distracting," he said. And due to the seating capacity, a large volume of wait staff is rushing around, adding to the overall flow problems. "I would definitely recommend that every restaurant manager and owner sit through this experience," he said. "It has opened our eyes and will make a big difference in our daily operations."
Dave Celuzza also found this exercise very helpful. "Our business changes so rapidly that you must take the time to prioritize and continually review those priorities," he said. "Our business is a business of details, and lots of them. But this quiz is a well thought out and manageable approach to get you off the ground and step back to view your business."
Pat Lee adds, "We can get complacent. I realize now that I have to constantly evaluate all aspects of the operation including the menu, atmosphere and service." He thinks that Massachusetts Restaurant Association members could probably do more to help each other. "We should 'mystery shop' each other. We're already doing it. Why not give fellow members that aren't competing directly with us the feedback."
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