Now that my employment based embargo on my thoughts has been lifted, ever so graciously via telephone, at 8:30 a.m., I may commit to record what scrutiny I have of my latest learning experience. This is not out of sour grapes or anything of the sort, but because I endeavor to open my own establishment one day and this is a side of that I am new to.
In Detroit, I had the dumb luck of walking into 2 of the best establishments in that city, and quickly was taken into the gears, given a close look at what makes a place work and work incredibly well. This was my first experience seeing what really doesn’t work, and what not to do.
The Vivios, through hard work, unparalleled character, and good old grit, sculpted an establishment which still thrives after 40 years. They hired (mostly) only the best, who in turn made me one of the best. High quality food, proper preparation and amazing portions got people into the front door, where they were met with employees who had been with the family for 10 years or more. Solid and affordable drinks, home infused vodka and creative draught selections kept butts on barstools. Above all, this is a formula I hope to emulate not only in a restaurant setting, but in any setting where I am afforded a modicum of control.
Slow’s Bar-B-Q, which needs no introduction, was a veritable all-star cast of servers from the city, matched with the best food on the planet. The rock-n-roll attitude was simply a cover up for superior dispensation. The staff here needs to be knowledgeable in 21 beers on taps and countless bottled beers. Although the menu was simple, the virtues of each cut, each sauce, and every side needed to be in the arsenal of the server at the table. This was an incredible thing to see in action. If it wasn’t for people like Katrell, Andy, Liz, and either of the Kevins, it could all just become a blur to the guest, and they would miss out on the opportunity to get exactly what they wanted. I never got my hands dirty in the kitchen there, but I think the hundreds of reviews can stress how good that food is. The genius of Brian and Mike cannot be understated. Most importantly, however, is the management there. I have never seen cats herded so well, with such grace, and with such a smile. The voices of Tara, Josh, Terry and Jason still resonate in my head when trying to make a snap decision on the floor or behind the bar. I am still humbled by the fact that I have worked with such great people.
The experience of a new restaurant, is one that I will never forget. My personal situation of being in a new city and state, with a COMPLETELY different culture may cloud some of the things I’ve learned, but also offered some unique experiences.
Firstly, advertising and event planning. When I open my doors for the first time, there will be 2 months worth of events and at least a month’s worth of ads. A “soft” open is a sure fire way to have people standing around your restaurant…just not paying customers. Programming in general, even for just a restaurant, more or less a bar/restaurant has taken on a whole new importance to me. The food and basic bar menu at Lebowski’s was great. Sadly, it’s almost too well kept of a secret. Two large events happened in Charlotte while working for Lebowski’s; at neither event was there any promotional material. Not even menus or simple fliers. That’s wasted potential. A joint like Vivio’s or Slow’s, where word of mouth is already so strong, I can understand. An infant restaurant, however, needs all it can get.
Trust your employees. As somebody once told me, “It’s like they trust everybody else, but us.” That was surely the case. The people who have the most invested in the establishment, those who work daily and represent your venue, are what keeps the gears moving. Regardless of how great everything else was at either of the previous places I’ve worked, the servers were trusted with the ability to make the guest happy and were the building block of service. More importantly, those servers were comfortable and felt that their success and that of the restaurant were one in the same. I know I felt as though I was walking on thin ice from my second month, and even if subconsciously, I’m sure that passed onto my guests. Even though they were MY guests more than Lebowski’s guests (at least to me), my uncertainty of employment, and the feeling that I was just a small pawn in somebody else’s chess game probably seeped right out of my skin and onto my guests. I will never put my servers into a situation like that. It’s not fair to them or the guests, and certainly offers no benefits besides a slight feeling of being in control, which is either fleeting or false.
The Bar. I am first and foremost a bartender. Being a waiter was an experiment to me, and a good one at that. However, my place is in the well with bottles behind me. I learned from the best. Cheap and stiff drinks keep people in seats and bring them back. I’ve never heard people complain about the cost of drinks so much in my life. This includes working at a bar that offered 12oz bottles that cost over 8 dollars. The trick is, they were still a hell of a deal. This latest experience has cemented that idea so much. If your bottles are collecting dust, it doesn’t matter what your cost per is, you’re getting zero return.
Anywho, these are just a few things that were constantly banging around my head in the last 4 months. There are more, but for the sake of not being assumed slanderous, I’ll stop here.
The terms of my termination are shaky and based on hearsay, but it’s a business and I know that it needs to be run as such. However, if all it takes is one phone call from an anonymous caller to get somebody terminated legally, there were underlying and unsaid issues. In my early morning phone call I heard more compliments than damnation, more thanks than anger. I hope the Weaver’s the very best in their latest venture. The food is great and 90% of the service there is spectacular. A little support from ownership/management would go a long way. To be a bit vulgar or common, growing a pair would help as well.
g3