Look at GINGER. Once not that long ago it was just a spice in a container. Then fresh ginger came into vogue as we learned to give our food a little boost. Now it has its own elevated position in the beverage world not just as a stand-alone ginger ale, as it seems to be a compatible, healthy flavoring for any number of drinks whether hot or cold. As for snacking, ginger and chocolate are the darling of combo treats!

A parallel is the flower, HIBISCUS. Yes, its fragrance and compatibility make it a charmer again for beverages and plenty of flavor enhancers. Look at how pomegranate drinks have become more palate pleasers with the addition of ginger and hibiscus!  Somehow dishes and beverages seem to have a more chef-fueled flavor when you add something that some would consider exotic, something such as hibiscus.

Maybe the current number one trend-setting position goes to SORGHUM. In the summertime we enjoy the bounty of color from the fields of sorghum and appreciate how farmers are turning those fields into profitability. Now we see a different side to this grain as the growing gluten-free market space has heartily embraced the flavor of sorghum beers after several early rollouts of G-F ales that were less than enticing. Not only the beverage world but the chef-driven universe has embraced this sweetener with some top-tier creative moments.

Let’s end our discussion today with two food words that are making the rounds.
-Meatballs are everywhere and seem to have found a place at every tier of dining. They can quickly be fancified or presented as the alternative to the spate of burger spots.

-Parm. Eggplant has long championed its association with parm-topped dishes and now poultry-inspired foods are grabbing plenty of menu headlines. Sure, chicken parm has been a popular dish for a long time, but it now seems to be a pervasive special!

All these words and products speak the same language: Versatility as they are compatible with a range of pairing options. Time to uncover some of these foods and avoid total food hibernation.

Take a recent outing where the waiter quickly moved himself into the annoying corner as he seemed to meet resistance with his every ploy. Sparkling water became a spigot that was never shut off. You know how I feel about the restaurant versions of still and sparkling without a cost to the consumer.

When the waiter moved to a more profitable part of the menu as he  tried to sell truffles a thousand ways, he lost everyone at the banquette. The group preferred a conversation rather than a lesson in pricing or slicing. He was unstoppable as he moved through menu gyrations with the almost musical tone, “we could just add a thin truffle slice to make the dish purr.” Seriously, uninterested and turned off by this overpowering display of in-your-face possibilities. Let us dine. Let us relax and chat and welcome our dining choice rather than secretly dread the restaurant decision.  Did he mention the cost? No need; there were no bites at the table. He quickly tried another approach, also an unsuccessful strategy as he encouraged additional courses. He asked, “Is that it?” Not smooth; not impressive, and not a winning tool.

Yes, dining out can be complicated and expensive with rising food costs and creative plating as chefs struggle with all matters of pricing.  Yet, the annoyingly, cloying waiter needs to remain a caricature and not make a visible presence tableside. Let the diners’ imaginations go wild and let them initiate as in, “could I have the truffle atop that salad, or…”.  You get the picture. Food is expensive enough at high-tiered restaurants without the nagging upsell that has again entered the market space.

Let’s all be hospitable and relax.

A Mintel survey indicates we’ll be thinking more about “home” even at quick service and fast food restaurants. They anticipate this restaurant tier to start using more “comfort” words in menu descriptors. They also expect significant growth in this market space. “Homespun” goodness will pervade menus implying that careful preparation is at work in the kitchen regardless of the restaurant’s price point! Other prospective trends include:

–Regional foods will win over the menu as more restaurants work to bring in popular dishes from areas well-known for their specialties, such as Memphis Barbecue.

–Menus will have a section devoted to healthier dishes with lower-calorie foods. This concept will become more prevalent across price points.

–Restaurants will move more to customized ordering systems to give consumers more dining options that they will be able to impact.

Not to be left behind when we talk of trends, The National Restaurant Association surveyed 1,800 chefs, members of the American Culinary Federation, to get their input for their list, “What’s Hot in 2012.” Here are some headliners with the word “local” making its way into 3 of the top 10 trends:

–Locally sourced meats and seafood, and locally grown produce. A little further down the trend list is locally produced wine and beer.

–”Healthy” makes its presence felt with healthful kids’ meals, whole grain items in kids’ meals, and Gluten-free/food allergy-conscious items.

They see a continuation and growth of food trucks, the continued importance of the farmer in bringing products to market, and more fruit and vegetable side dishes on kids’ menus.

What’s interesting about these lists is the greater emphasis on product sustainability. It appears our emphasis is more on the practical, rather than the outlandish: All trends that have a chance of surviving and becoming more commonplace rather than single shots at fame.

Fun to follow these concepts as many are homespun ideas that have already had an impact on our food universe.

According to Andrew Freeman, (Andrew Freeman & Co) a great food guru with a major hospitality background, this is the year of  the potato. No complaints from me as potatoes have been my friend for years. He says expect to see menus wrapped around the food such a:

–French Fry Menus: Choose Your Cut, Color, Sauce (like the French Fry Menu at Jasper’s Corner Tap & Kitchen in San Francisco)
–Mashers with Mix-ins
–Custom Cut Chips and You-Pick Dips

Or, Grilled Cheese, which he calls the next burger as in:

–Signature Sandwiches
–Gourmet Interpretations, Creative Variations, Old-Time Classics
–Artisan Ingredients (or Not), or:

Produce-ing Desserts, Vegetable Desserts

–Experimentation with Flavors
–Innovative Creations Combine Savory and Sweet

They, of course, have numerous additional ideas and let you look back at prior food trend lists to see how well they did!

Supermarket News approaches the food trend list from an entirely different perspective and lists the number 1 trend which will impact everything as food prices. They do not believe prices will lessen much as production costs continue to increase, but they see grocers coming up with clever ways to entice the consumer including bonus points getting used toward lay-away programs for bigger purchases as coupon use continues. They expect to see more grocers joining the “farm to fork” philosophy as food origin has become an important factor in purchasing. Likewise, they expect grocers to cater more to the largest population of shoppers, the baby boomers, 76 million of them, “will control 52% of the total $706 billion spend on groceries by 2015 – making them the largest food influencers and purchasers.”

Solutions seem to be as prolific as the number of individuals offering advice. Now there is a strategy that everyone can employ and use wisely. Tomorrow, October 24 is the 1st National Food Day. What does that phrase really mean? In its most simple terms, it means, that there will be an emphasis on food issues throughout the country. Most cities have signed on with some sort of program and chefs, of course, are playing a significant role in the program.

What about the individual response? Yes, we can all get involved and do something. One day can make a difference. Support your local farmer. There are still plenty of farmstand markets bringing in the best of fall fruits and vegetables.  In some communities, individuals are helping plant a school garden so that young children can benefit from what is truly fresh. Restaurants are having a large variety of programs to bring in individuals and demonstrate how we can all pitch in and make a difference. Find a sustainable food project in your community and participate.

Yes, everyday can be a food day, but sometimes we need to pull back and think about how we can help others and create a stronger, better, more harmonious approach to food issues.  We can be a healthy nation.

The Subway chain in Oregon and Texas offers gluten-free sandwiches. (The program was rolled out several months ago, but I recently observed the process firsthand–quite different from a press release!) This is a big deal being advertised with banners and in-store literature. Anecdotally, they are reporting an impressive amount of interest and orders.

If you enter a Subway that offers a G-F menu, then you have hit the quick-service, made-to-order sandwich line. Before you scoff and say how could such a large chain pull off the G-F experience, let me share what I witnessed. The staff has been well trained and recognize the contamination possibilities. The roll comes wrapped but never even makes it to the counter until the sandwich person scrubs down the counter, announces that a G-F sandwich is about to be made, does a complete hand wash, and grabs a new pair of gloves. Pretty impressive actually! For those who worry about the isolation preparation. you have an advantage: You watch the process rather than speculate that caution is being followed!

When all is set and ready to go, the G-F sandwich gets further isolated during the preparation selection and ends up in its own specialty bag. What’s the upcharge for this attention to detail? A dollar more for a G-F sandwich: A price that goes down easily.

Maybe other fast food, casual restaurants, and nationwide chains will figure out that offering a gluten-free option is not price prohibitive but rather financially advantageous.

Marketing mainstream reality.

When a diner asks if a piquillo pepper is hot, and the server says “nope.” (That’s true, the piquillo adds a sense of sweetness.) Should the server explain that the heat in the dish comes from chili paprika or just answer the initial question? If a guest asks about spiciness, then the guest either prefers food spicy or wants little heat. It is the server’s responsibility to do a follow-up as in clarifying that the dish itself is spicy. “If you do not like food that spicy, we can prepare the dish without the hot or if you like your meat spiced up, you’ll be quite happy.”

In the particular dish, the spice was overwhelming. Every part of the plate, including the roasted potatoes, was seeped in heavy-handed paprika chiles. No discernible flavor. Just spice.

Who is at fault? Let’s start at the beginning with management. Is there anything more important than service or training, especially when entrees are in the mid 20′s? I firmly believe that training and information are essential components of any sit-down restaurant meal, at any and every price point. After all restaurants depend on diner dollars and diners go out with an expectation of value and pleasure. No one benefits from sloppy or non-existent training.

Diners have certainly become more savvy over the years and have a better understanding of what they are looking for in a meal. A diner does not eat out to take a bite out of a dish, be hit with high intensity heat, and then discover that the dish is cold. Fixing it after the fact is hardly the solution. Solve the problem in the kitchen. In this example we are talking about two levels of heat: Both critical to the success of dinner.

Half answers are reminiscent of the classic “Pink Panther” scene, does your dog bite. To refresh your memory, here is a You Tube clip.

Dining out should be an enjoyable experience. Sure we all eat out sometimes out of necessity, as in “I’m too tired to cook. Let’s grab a bite.” Yet when you make a reservation and have an  image in mind, the establishment needs to come close. Losing business helps no one.

Tell the whole story.

Chips. Now that’s a word used frequently as the exalted Potato has a life of its own. Yes, you can ask for your chips extra crispy, no problem. To go with the chips, you might get a side of new potatoes. No one wants the fresh veggies to be alone in a side plate! Since it seems everyone you meet is some sort of farmer or has a strong tie to the land, getting a new potato is almost a joke of the phrase. Of course, it’s new as in just dug up! If it’s a vegetable you crave, and mushrooms you favor, you’ll be delighted. I may have enjoyed the best side of Portobellos I’ve ever had!

Besides the line caught fish, there are an abundance of seafood choices for those who prefer the popular seafood chowders or want to begin their morning with a few fresh oysters. April normally has a limited supply of the oysters, and often small, but this year’s bizarre cold and snowy winter has chefs delighted with a variety of large-sized bivalves.

Of course, the salmon, the lox, the smoked fish: It’s all there and all fresh-caught or prepared in a nearby smokehouse.

When you inquire about a dish, the person taking your order is apt to wax eloquently about its flavors, almost regardless of the item. Look at the meats. Yes, it’s true that the lamb, prepared any number of ways, speaks volumes about lifestyle. Grass-fed is the norm in the country as animals roam the hills and freely eat without much exposure to a penned life. The taste comes through with every bite. Fat? No. Meat, yes.

As we in the states put up banners shouting “LOCAL”, and take great pride in what our farmers are producing and carrying into the city, we are reminded how far we have come and far we must go. Packaged and processed are not words that should be in our vocabulary.

Let’s celebrate Earth Month with a strong focus on how we can continue to emulate what some countries have been doing as their norm.

Champion the fresh.

Then, the impasse. Your email is filled with offers. Deals, bargains, two-fers; you name it. They’re there. What happened? How did we get to this point, and why was no one offering us these “bargains” before? Marketing organization is the strategy that convinces businesses to take advantage of online energy. It’s simple for the companies, especially small companies, but no one should forget how well big players such as Gap (Groupon deal) and Amazon (Living Social deal) did with their offers!  Small businesses, on the other hand,  see the advantage of possibly getting 1,000 new customers. Will they have stickiness is the big question or does the purchaser only visit the place on his special deal visit?

Look at the possibilities that I awoke to this morning: Half-off a burger, $15 for $30 worth of food from a large selection of Asian and European restaurants, $25 for $50 at an American spot…I could continue, but it is rather alarming how these deals multiply. Subscribers are divided into only two groups: The Addicted and the Never Again. The fine print often gets the Never Again as they missed the expiration date or the deal was not what they expected.

The Addicted, a group I might claim chairmanship, means a daily scroll through the possibilities and some serious personal, private conversations about how many deals should one have floating in their cloud at any one time? I do have self-control, as in, I did not buy $20 worth of candy which looked like jelly beans for $10. Yet, a good chocolate offer…BTW, companies are sprouting up all over the country. New online contenders continually seem to offer a deal a day. Deal categories continue to expand from cooking classes to clothing to home decor and activity trips or vacations. You name it; there’s a deal site.

What’s one to do? Of course, cancellation would be an option, but then you’d miss the hot new restaurant that’s trying to get your attention. After all when you scan through sold out past deals, you see what you missed!

Just to show you the popularity of these programs, try to take advantage of the offer to get “free” money with a referral. Everyone you send it to seems to respond, “already subscribe.”

The obvious solution: Invest in the companies when they go public. They know how to make a deal.

New research from the Center for Culinary Development in their Culinary Trend Mapping Report showcase how we have become more adventurous diners. Just take a common Latin American inspired combination, chocolate and chiles, and stroll down a market’s chocolate aisle. Yes, plenty of sea salt and caramel treats, but the heat potential from the chiles combined with a high percentage dark chocolate has become an interesting best seller.

Other trends that signify a move to mainstream eating include the use of wasabi. No longer just a green presence on a packaged market sushi carry out order or at the Japanese restaurant, but a true flavor enhancer in a variety of snack foods. Japanese yuzu, a member of the lime family, makes regular menu appearances as a marinade or a sauce as the citrus brings out a broad range of taste.

Let’s not forget the cocktail meisters who have taken these flavor-rich ingredients and foods to create unique, new timely, of-the-moment drinks. Basil is so last year!

Diners are ready to be willing players. Bring on the challenges.

Have you ever sat in a dining room and listened to table talk. I can almost guarantee that if you are in the axis of five tables and someone at each of the tables orders a house salad, not very many will accept it with the designated salad dressing, even with truffle oil! You’ll hear can I have it on the side, or, how about a different dressing. Who’s right? Who gets to make the decision? A significant part of that answer rests with price point. High-end chefs believe more fervently about their decisions.

Diners want some control, and chefs want to maintain head toque control. Last week the New York Times ran a front page article about chefs who absolutely, positively refuse to make adjustments. A few days later, the paper ran opinion responses. We’ve all been in the situation when dining out where we love what is described but have a small, wee, minor change we’d like to make. Not everyone is pleased with this strategy.

So who’s right? The issue is far greater than placing a simple order. There are ever so many people who either through preference or dietary restrictions want to dine at the best, the very latest, the top places. They want to experience what they have been reading about and do not want to be left out of the dining frenzy that is making all the headlines.  Not every chef welcomes the diner who needs adjustments or wants to tweak a dish. Should top restaurants be off limits to guests who want the experience but may be unable to have it as the chef envisions? Should chefs bend or diners skip?

Yes, it is the hospitality industry, and yes, diners have become particular about their flavors and specifics, but should top tier chefs have to accommodate everyone, of every dining ilk, health or otherwise? For many of these restaurants it is not about the customer is always right, but rather a fact of life: This is the way I create. Come to my temple and experience what I can do.

Sorry, many chefs say when they are unable or unwilling to accommodate. Is the ability to pay and to pay handsomely enough to be able to experience almost all the ingredients the chef envisions.

This is a complicated issue on both sides of the table.

The specifics are important. First of all they will stop selling (yes, first they have to finish their stock and commitment orders) the wild species they call at the greatest risk of being overfished. That list includes Atlantic cod and halibut, Chilean sea bass, halibut from Greenland, grouper, monkfish, orange roughy, redfish, shark, skates and rays, swordfish and bluefin tuna. They do not plan to reintroduce these fish into their lineup unless the sources are certified as sustainable by the Marine Stewardship Council (MSC). The Council identifies itself as “the world’s leading certification  and ecolabelling program for sustainable seafood.”

Secondly, Costco has expanded its relationship with the World Wildlife Fund (WWF), a non-governmental organization that works closely on sustainable aquaculture issues. Costco has charged them with determining how well the Thailand-based companies that supply farmed shrimp are working to meet the defined standards for shrimp farming. That same approach is being studied with farmed Atlantic salmon. As any Costco shopper knows, Atlantic salmon is a majoone who visits a Costco knows is a major fish product for the company. Again Costco is working with suppliers and making certain that standards are being adhered.

What does this all mean for consumers? Maybe the first step is to applaud Costco’s decision (and other companies that are taking these bold steps) and follow that strategy into our own shopping, regardless of the marketplace. Similarly, when we dine out and find these overfished varietiess on menus, we need to question the establishment. Chefs have plenty of fish to work with that meet sustainability standards and can become beautiful center-of-the plate entrees.

Let’s applaud companies that have solid sustainability programs and likewise recognize restaurants that demonstrate responsible, sustainable performance.

We will all be better off with these actions!

Simple rule of thumb: Know your prices. If you know the cost of the basics, then you know when an item “on sale” is truly a sale-priced item.

Step two: Plan menus around the sales. If this is the week that avocados are reasonable, then guacamole proves tastier. You can follow that rhythm through each department. Chicken thighs on sale; chicken thighs, it is.

There are few other strategies that work as well during the upward creep. Maybe the process is faster than a creepy crawl as a week does not go by without another commodity escalating upwards.

Coffee prices are up. Eggs are more expensive. Bread products continue to rise (pun intended). Name a food, a basic commodity, and you understand how the shopping scene has changed.

Besides the bread basket costs of grocery shopping, another effect is on restaurants. Consumers have only so much of their budgeted money for food, whether at the market or at a restaurant. The end result is the fast food and casual restaurants do much better while the mid-tier suffers. The end result is that the restaurant picture continues to struggle as many restaurants with higher price points cannot survive the slack sales.

As we all hold on tighter to our wallets, grocery shopping and dining out become the precious commodities. Increased pricing hits all of us hard.

We can’t afford heavy lifting.

Giving them away as an all-inclusive price does not necessarily succeed for a long-term, non restaurant week basis. Yet when a restaurant decides that they can adjust their prices by eliminating the “included” in favor of charging for sides, the diner is left with an important decision. The prior $24 meal with two sides now costs over $30. The restaurant benefits. The customer needs to decide. This side-no side entree scenario is becoming more commonplace in the mid-tier market. Restaurants feel the same food pinch that home chefs and families feel: Rising food costs. Making this type of menu shift where the diner decides about an additional plate item can especially benefit a mid-tier restaurant.

Other changes a customer might notice is the center of the plate concept. More restaurants are shifting to increased garnishes as in a larger handful of chopped lettuce so the plate does not sit empty. One tiny piece of parsley does not do the trick! We know how everyone can save some money: Skip the tomatoes until they are again tasty and bursting with flavor. Not now!

Eliminating included sides or salads, increasing garnishes, and switching cuts of meat are three strategies becoming more prevalent in the current restaurant climate. The meat industry has plenty of so-called lesser cuts that work as well in maintaining price. We are seeing more hanger and flat iron steaks, for instance, for nightly dinner specials as they can be made juicy and tasty with the right cooking technique but save the restaurant and the diner an appreciable amount of money.

All these trends are at work almost simultaneously as the diner continues to watch his dining out dollars and restaurants find themselves struggling with spiraling food costs and potential waste.

The improved dining out scene still faces tumultuous times. We can survive together.

Yes, few people will notice the difference between a 5 or a 6 oz serving of a chicken breast, but will notice that the plate is filled with an assortment of other foods so the main protein does not look so lonely. A handful of lettuce, although its price has gone up handsomely, too, is still less expensive for a restaurant than sticking with the larger ounced protein.

Portion sizes are not the only items shrinking. At the grocery store, many companies have left a product’s price the same, but reduced its size. Tricky, eh! Add 10 minutes for additional label-reading.

Maybe food delivery services will continue to thrive (Amazon is planning a major new national program roll-out) as consumers  feel more secure trying to make that $4 a gallon gas last longer and take advantage of delivery specials! The program worked in Washington state so why not Washington, DC? The East Coast awaits.

Some of the obvious jumps are in foods from Florida or California and the end result, as in orange juice. Way up. Grain prices are way up so bread costs are higher which means your favorite sandwich will be a more precious commodity.

Every business is struggling to figure out how to make money and not raise prices too much. It’s kind of a good news-bad news scenario. As in hotels which have been holding prices down and offering lots of sales, but now that consumers are traveling more again, you guessed it: Prices are up.

The consumer is at the other end of the equation trying to figure out what to buy and what needs to be shelved. This equation has few easy answers. As some would say, time will tell or it’s time to make lemonade!

In the meantime, watch how the price of gas, the cost of products, and the sheer energy involved in production affect our bottom line! Not pretty.

For a good deed, go to your local, neighborhood spot that believes strongly in its sourcing and get them on board. The site has a sign-in area for restaurants. (No, I do not work for the organization, but I do love all the opportunities we as diners have to champion those restaurants that participate in a give-back approach to life).

After a summer of conversation about farm markets and CSAs, and local products and food miles, and the list goes on, we can stand back and recognize how important freshness is and how we strive for healthy eating. Here’s a chance to look at the suppliers and award the restaurants that are committed to finding the best, non-commercial purveyors.

Time for all of us to thank the farmer, and this special Dine Out event enables us to marry the farm and the food or as the organization’s motto says, “No Farms, No Food.”  Make your reservations now.

One hotel brand is not sitting by and waiting for guests to fill their dining room. That would be Marriott’s Courtyard brand. Not one to do commercials for a property or a restaurant, I still need to applaud the new bistro concept. The re-energized approach has solved a number of problems, and I’ve been pleasantly surprised.

As an aside it should be noted that I have eaten in a broad-range of hotel restaurants run by famous chefs and those that exist merely to service guests. Not all are destination restaurants and many hotel chains have gone out of their way to dismiss the dining experience at hotels.

What used to be pro forma for a Courtyard has changed. All new properties are designed with an open feel and dining is no longer the boring breakfast buffet, but a bistro-type experience that extends its offerings into all meal parts. Staffing needs are minimal depending on the time of day, and guest requests are easily served.

The breakfast restaurant/buffet concept has been replaced by a much more user-friendly approach that incorporates a grab-n-go philosophy with a limited hot order menu. Another plus is that service is available through the three meal parts, and tables are ready with free coffee urns ready to make any wait a more pleasant experience.

How about several computer stations adjacent to the table space and a more casual adjacent living room! All pluses and major improvements over the older format.

Why does this work? First off, the food options are manageable in terms of execution and price. If you want a cup of fruit or yogurt, that’s an option just as a scrambler breakfast choice. For those who have special coffee needs, ahem, me, they can make a Starbucks espresso or cappuccino, or your favorite combination. No need to take your money out of house!

Concepts are only as good as the times. The times have changed. More travelers are on limited travel budgets with greater receipt scrutiny. The Courtyard’s open environment makes such an adjustment a pleasant one.

Now if they would only change all of their older properties into this new, more welcoming approach with its accessible food option, then the words hotel and restaurant would not be approached with a scowl.

This proves it can work, and the traveling public has an affordable food-friendly option.

If you’ve missed the restaurant week promotions, check out individual specials at top-tier restaurants. These are locations that cannot afford the August doldrums drop-off business and need to create promotions to keep guests dining. When everyone heads to the beach, you can head to the restaurant. There are plenty of food and beverage trend-setting ideas with happy hour and dog day promotions to keep you within budget. There are numerous lunch specials, early dinner deals, and specially themed events. You can even find the win-win situation at Louisiana Chef John Besh’s aptly named restaurant, August.

As for making reservations, more cities have multiple online promotions to smooth the experience. Pick your city and see what specials Open Table has listed. This makes restaurant shopping easy!

No doldrums; just exciting dining options.

Yes, inroads have been made. According to the Chicago Tribune, wheat bread sales have finally surpassed those of white bread. Pretty impressive data considering it was not that long ago that the bread options were more limited and more consumers preferred the old standby, white bread. We have become more attuned to our health issues and the importance of fiber-rich foods. Yes, we should give plenty of credit to the food writing pioneers that addressed the white v wheat issues and helped turn the tide.

Now the expense part of the bill. Commodity prices for wheat, orange juice, and coffee have risen considerably since June. If you haven’t seen the increase reflected in your grocery or dining out bills, you will. At the same time, weather issues (extreme heat, drought, flooding, wildfires–take your pick) are playing havoc with the future pricing outlook.

So what is one to do? Stock up? That won’t solve the dining out portion of the discussion. As with most commodities, as consumers we are in a wait-and-see period. Maybe the ban by Russia on wheat exports will not have the disastrous affect on multiple products. Or, we will just once again adjust to rising prices in multiple store aisles and at our restaurant tables.

We’ve already seen the coffee increases, now expect the other hard-hit commodities to take money from our wallets.

When you witness a restaurant stuck in place, when nothing is operating in a timely manner, you wonder who’s in charge. Anyone? Having just barely survived such a situation, I think it’s important to go over what happened and why it all could have been avoided. First, the good news: The restaurant was packed. Now the more critical piece of info: Orders were taken, but then little else happened. It was odd that dinner salads arrived before appetizers which were ordered almost immediately upon being seated.

The waitress performance began at that point. Are the appetizers in process, we asked? A grimace, a murmured “yes,” and a quick exit. Probably been a good time to seek out the manager. The troops were getting restless. Everyone. Should the manager be visible and notice a table’s frustration or should the meal go from bad to worse before a managerial introduction?

Only two people of a party of six ordered meals that had accompanying salads. Tick, tock, more time elapsed. Some sweet water server kept appearing and doing his job, but the slow-mo process had the apps arrive after about an additional 35 minutes. Nothing complicated; nothing that takes time to get off the line. Again, should have tracked down the manager.

This is where restaurant dining gets confusing. Had the manager stepped out from the bar area and surveyed the dining room, he might have saved a lot of money that evening. Only when our dinners arrived–did I mention they were cold–that we had the table meet and greet. When we finally were able to locate the waitress and tell her that the food was inedible, did she say anything. “I’ll get the manager,” was her response.

We were tired, cranky, and hungry. OK, frustrated, too, but it was now too late to want to put ourselves through another round of ordering. Time to leave. The manager’s visit included the sentence, “You were one of about 70 complaints I received this evening.” Costly, disappointing performance. I believe there were steps that could have been taken to have prevented the complete meltdown.

Comping dinners is an easy solution. The restaurant lost a lot of money the other night and gave guests little reason to consider returning. Talking to the kitchen staff the next day, of course, has some value, but being a visible manager could have saved a lot of confusion.

Let me revisit an important restaurant mantra: It all starts and stops with training. Training at every level. The wait staff was ill-prepared to deal with the disappointed guests, and the restaurant itself was better at pouring water than anything else. Time to start at Square One and make the experience operational.