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Waiter, There’s A Fly in my Soup

Not really a fly but something was clearly buzzing around. Wait, I’ve got it; I recognize it. It’s the hovering, all too present server who cannot figure out how to service this table without being part of every conversation or at least continually interrupting. There was no chance to complete a sentence! We’ve all had that meal or some part of one of those. Many diners prefer the omnipresent waiter to the MIA one that can never be found. How about the middle ground?

Maybe two dining experiences this week demonstrate the extremes and define some sort of a norm. Take the first lunch with the chatty waiter who had a million recommendations and continued to descend upon the table with boundless energy. I love enthusiasm, but I also appreciate the opportunity to have lunch with a friend rather than being continually interrupted by service questions: How is it? Do you want a soda refill? Can I get you anything? The list goes on. I think my friend and I finished a few complete sentences without interruption. That is until it was time to leave. You guessed it: Nowhere to be found. We literally had to ask several people to find a way to get our check. Something is very wrong with this picture. Is the server too kind, too enthusiastic, or just plain annoying? You can vote for that outcome.

The following day, the experience was almost text book. A server arrived quickly, took the order, and appeared almost by magic when it was appropriate: Time to clear, time to inquire if there would be anything else, and time to leave the check. If you guess that the two adjacent day meals were at different price points or at restaurants so different in terms of their training, you’d be incorrect. Price points identical; training very important to both multi-unit midscale operations.FetchImage.aspx

What’s the difference then? Personality plays a major part in the communication level. Efficiency certainly dominates the training, but the hovering, chatty, “new friend” experience is not what most people look for when dining out. Servers need to read guests; they need to read the table and determine what’s needed. It’s not an impossible characteristic of good service, but one that can make a meal a more pleasant experience than the missing server or the hovering one.

Perfect timing is what it’s all about. Not that complex a concept, but the difference between a positive dining out experience and one less than pleasant. The diner rules and dictates; the server sees and responds. The tip stays the same.

Dining out should have that careful orchestration that adds to the enjoyable aspect of the food. Everyone needs to know his part.

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Eating with our Eyes

How many times have you ordered a dish and expected one item and received something totally different? Wait, I’m not talking about what it tastes like, but how it looks. Yes, we eat first with our eyes. Then we may or may not taste.

Maybe when we order a restaurant meal we have an expectation of all the sensory clues working together. That is after all how we prepare a meal when we cook at home. Sure, we anticipate the outcome, but we also consider the steps we need to follow in order to get there. The same process should work when dining out. We read a description of an item and often we ask the server for additional details or we add vital information such as inquiring whether a particular dish could be prepared without fish sauce. Or, for example, do you do a vegetarian Pad Thai? We need to keep the restaurant in the loop of any special food requests so that when an item arrives, the surprise value does not translate into major disappointment.

Case in point: When you order a carefully detailed menu item, and you receive an entree with a heavy brown sauce atop it, your eyes go into a dizzying downward spiral. Displeasure hits first. Even when someone tries to explain away a food, it might be a conversation that is lost on you as the visual clues have gone into high gear. Eating out is about more than just price or price point. Everything has to jell; food needs to be fairly priced, prepared well, and served properly.14335 It almost doesn’t matter what we order. It’s what we are presented.

Not only five-star or top-tier restaurants needs to adhere to the eye principle, but everyone preparing a meal must pass the eye-appealing test. What we order matters little in comparison to what we receive! We first eat with our eyes and then we taste.

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Where We Are Heading: Food and Beverage Trends

At this time of the year, the prognosticators start lining up to give us a sneak peek into the future. It’s a lot of fun to look and listen and then pull out the scorecard. Admittedly, 2010 was a tough one to predict and manage a bulls-eye as so many aspects of the economy did not line up. Get out your score sheet and follow along. Here’s what The Joseph Baum & Michael Whiteman company, New York-based food and restaurant consultants, predict for 2011:

Old Italian is Back or what they call, Old Italian is Newly Respectable. Remember the red-checkered tablecloths for those favorite spaghetti and meatball meals? Not only will you see the great standby dish but eggplant parm and lasagna are again ready for prime time. In many cities restaurants have already discovered these standbys with special meatball nights or even mozzarella bars. Artisan pizza shops are popping up everywhere and for those wondering what to drink, there are plenty of less familiar Italian grapes heading up wine lists. Many mid-tier and less casual restaurants have not suffered during these recessionary times and can increase their foot traffic by bringing in new customers for their take on creative, comfort foods.

Good News at the Top. Plenty of businesses and individuals have not suffered with the rest of the country. Restaurants will do well with creating contemporary dishes for the crowd that is less concerned about coupons than eating the latest food creation.

–The New Food Emporiums or what they call, Stealth Competitors Creeping Up. We’ve talked plenty in this blog about the expanded venues for dining whether from a food truck, a pop-up restaurant, a grocery store, or a convenience mart that has expanded its menu. These are all competitive outlets for fixed rent-driven restaurants. The growth of the non-traditional is expected to continue as Walgreen’s and other drug stores continue to increase their front-of-store grab ‘n go items. A segment they anticipate will suffer deeply is the fast casual restaurant that offers curbside service. The competition for these dollars now comes from these new quick stops: Filling up the car combined with a run inside to a newly minted quick food stop.

Bricks-and-Mortar vs. Meals-on-Wheels. These are the ubiquitous food trucks that connect with their customers often through social media outlets. Their appeal has widened, much to the chagrin of restaurants that have to pay rent, utilities, and employee benefits. Many of these trucks, as we have noted, like to set up shop within eyesight of a full service operation. Makes sense from the food truck operator’s viewpoint as certain foods sell best in certain areas, but it proves to be a killer sport for the dues-paying restaurant. The question is will chefs join the mobile brigade?

Korean Food and the Nothing is Sacred Taco. Although they have been predicting a rise in Korean food, not much happened in that department outside of Korean neighborhoods until the unlikely pairing of Korean food and tacos which proved a winner for a number of food truck operators. Restaurants have caught on, too. They cite a Philadelphia restaurant that has a popular bar staple, Korean short rib tacos, which they believe will become a highly imitated concept. Tacos themselves have seen an explosion at a number of restaurants (and, of course, food trucks) at various price points. Baum & Whiteman believe the wrapper will become more important than the contents! Here’s a potato and egg taco from the popular LA-based Koji BBQ truck.DOS-JUEVOS-1-538x358

More tomorrow as the Trend March continues.

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Musings Along the Food Trail

It’s always fun to find a new farm market and sample the fresh-picked produce or try a meat or fish from a protein vendor! Yet, price often remains a little difficult to swallow as fresh-picked corn at the farm market at 50 cents an ear seems a little stiff when compared to the nearby grocer whose signs tout “local” and whose price states 5 for a dollar, i.e. 20 cents an ear! Go figure or try to distinguish which fresh taste matches your wallet’s outlay. Sometimes math calculations outweigh devotion.

Sure the tomatoes are lush and mouth-watering, but a table filled with baby squash varieties has no equal. Price seldom enters that equation as the beauty of squash blossoms with the mini zucchini attached far outweighs any price anxiety. Anyway the blossoms are feather weights and barely tip the scale. Even if your local market managed to have these beauties, you would favor the 2-hour farm stand. No contest.

As for the grocer, everyone wants my number or wants to give me a number. They want my business; my loyalty. Grocers have been in this game a long time, but I’ve noticed we’re moving away from the two-price tier of shopping. If you have a card, you get one price and those who have not given away their lifestyle purchasing info are charged higher. Never really liked this system and much prefer the one I am seeing more of: Everybody gets charged the same price and those with reward cards get a little kickback for future purchases. No more confusion about the tagged price and what you have to give away to save the 40 cents. Reward those who have the “special card.” That’s OK.

More restaurants want to sign me up, too. Restaurant loyalty cards are nothing new as Chicago-based Lettuce Entertain You demonstrated over a decade ago. Reward the repeat diners; that’s not rocket science, but good business. The Palm has had its 857 Club for years, and now other restaurants at the full range of price points want to get in on the action. Not a bad move as the economy is still a laggard affecting restaurant sales.rewards

Specials will continue if not increase during these confusing times. This year we’ve seen a growing number of restaurants move into the happy hour space. Expect that concept to proliferate as it drives business at an otherwise slow period and for many spots extends their volume into a strong bar business.

As for good decisions, think it took Starbucks a long time to join the free Wi-Fi brigade. Irony there is that I’ve been seeing smaller coffee shops move out of that space. Yes, it’s a space issue as all day computer campers scout out the perfect area for their work. Not an easy problem to fix anywhere regardless of size of the establishment. Certainly helps when the weather is nice and outdoor access expands the arena.

My mantra today is quite simple: Let me buy the freshest foods I can afford and reward me for loyalty that involves a simple question not a long form!

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The Tax Man Loseth

As you’re on your 90th cup of coffee trying to remember a year’s worth of expenses for your IRS forms, think about the various businesses that have turned the dreaded day into a marketing opportunity. Get ready to celebrate. Here’s a mini-primer of positive news for the dreaded April 15 Tax Day.

Whole Foods Market started a week-long promotion (4/11-17), Tax Relief Week, with specials throughout the store and a cup of free coffee on the 14th–hope they plan to burn the midnight oil, too, as we’ll need that cup wayyy later than the regular closing hours!

Starbucks has an early Earth Day present for you on Tax Day: Bring in a reusable travel mug on the 15th and get a free brewed coffee (up to 20 oz.). BTW, they are doing the mug venture daily by offering 10 cents off the cost of a beverage when you come in with your own mug.

P.F. Chang’s celebrates the 15th with 15% Tax Relief Savings on every order except Happy Hour specials. That would be redundant!

Cinnabon. Hit the mall stores from 6-8 P for Tax Day Bites. Get two free bites of their new cupcakes with flavors as tantalizing as Chocolate Passion or 24-Carrot Cake.

Check your individual city as so many local places figured out you need a break on the 15th whether or not you’re getting a refund. Here’s a winner from DC:

Zola offers a repeat of its popular strategy from last year: Sit in the bar, sip a special IRS Raspberry Cocktail and enjoy the 3-course prix fixe special for lunch or dinner, and they’ll pick up the taxes. The Day is taxing enough! If your chaotic nature takes charge that day, don’t worry as the restaurant will have IRS forms, calculators, and envelopes. If you can manage the completion by 11 P, they’ll even mail the forms for you. Grab a seat.zwk

Go out. Enjoy. Mark the end of the anxiety with a mini-celebration.

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Food News Round Up

A week has so many items of interest, newsworthy pieces that somehow skip thru the blog cracks. Each week ends with a larger pile of possibilities. Here’s this week’s Round Up:

The BPA controversy continues. Remember not that long ago the FDA said plastic containers that still held BPA were OK. The news was a little iffy for many people and they went out and bought BPA-free containers. Stores heard the cry and increased their supply of BPA-free water bottles and assorted sized food containers. They were able to charge a little more, OK, make that a lot more, as they were free of the dreaded, uncertain BPA. Now the FDA has new words on this topic. They are urging greater caution. Here is their most recent statement.

Chefs who are hired to create a space need to listen to their bosses. They will not survive if they are out on the solo creative limb. See Fabio Trabocchi, one of my favorite chef geniuses, but he did not hear the words spoken and unspoken by the regulars at The Four Seasons New York. He could not man the space and just follow his heart. He had to follow what management wanted; in other words, the same Four Seasons type menu that has been filling the space for years. He was not given a restaurant to make his own as when he created Maestro at The Ritz-Carlton Tysons Corner. He had to conform and give the Four Seasons guests what they expected: Nothing New. He was ousted this week. January is not a good month for him!

Tom Colicchio of New York restaurant fame but more recently Bravo’s Top Chef has tried to make and remake his restaurants into more affordable destinations. He had started to cook again and not just be a celebrity chef  (Tom: Tuesday Dinner was his first attempt). His Craftsteak was always a step ahead of the menu mavens, but the concept seemed too expensive for those just looking for a steak. Now he’s ready to showcase Colicchio & Sons in that space. More of a relaxed, less expensive, fun vibe with a focus on more local purveyors.

Restaurant Weeks have once again proven popular and convincing as many restaurants decided a single seasonal week is not enough. Business has been too good so in various locations throughout the country, a sizable list of restaurants are turning the one-week promotion into a longer lasting, table-filling affair. Sububran restaurants have banded together and decided they, too, could offer their own week or multi-week promotions. (Bethesda-Chevy Chase Restaurant Week).

–More Gluten-Free products hit the market. How about Risotto Chips from the folks that sell Bagel Crisps. Smart move into an ever-growing category of G-F free snacks. Arborio rice now has found a home in 3 distinct rice chip flavors: Spicy marinara, Parmesan & roasted garlic, and sea salt, the new darling of the scoopable chip industry.image_risotto

–Today is the first day of the West Coast version of the Specialty Food  Show, the Winter Fancy Food Show in SF. How about a little chocolate water? The Metromint folks have a new drink: ChocolateMint Water (zero calories, just essence of mint and  chocolate). Just when you thought you had tried every possible flavored water. More from this show later.

So many stories. SO much news.

Enjoy your Sunday with its Starbucks newspaper insert: All-day oatmeal and hot panini $1 off coupon (good til March 8th).

See what I mean: Hard to stop telling you about the news you need to know!

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Restaurant News

In our food world, there are far too many signs that the worst recession is not yet over. Not nearly over. Just this past weekend in New York City a landmark restaurant, Cafe des Artistes, decided to take down the “Renovation” sign toscaand replace it with a “Closed” one: Permanently . That is the same story that occurred not that many weeks ago in Washington, DC with Olives, the popular Todd English restaurant just blocks from the White House. Same Scenario: “Renovation” became “Closed”. Name a city, and the story has repetitive qualities. It’s a war of the plates. Those restaurants that were merely hanging on are finding it difficult to grab an additional lifeline.

As for some of the big national steakhouses such as The PalmThe Capital Grille, or Morton’s Steakhouse you see other ways the message is being transmitted: Deals, specials, promotions that keep getting extended. The Palm’s lobster and  steak special are both extended until the end of September. Am losing count how many times these have been extended! The Capital Grille just announced their $39 3-course dinner will be good until the beginning of November!  Morton’s has a similar promotion which continues until the end of September. These types of ongoing promotions were previously unheard of. That says a lot about projections, numbers, and negative info. It only works if the consumer believes that such a promotion is a good deal and not something that is still difficult to swallow.

Restaurant weeks have become multi-week and seasonal promotions. Restaurants tout that a single week could not accommodate all the interest. I think that is part of the story. Having visited a number of such establishments, I believe the other component to the decision is why not extend it an extra week if it helps draw the numbers and fill the tables. Why not?

BTW, the restaurants that did a good job during restaurant weeks are those that either let guests choose items from the regular menu or established a creative menu and not a skimping one that left people grousing about overpaying for something ordinary. The restaurants that have it figured out will garner long-term customer loyalty.

Restaurants can learn plenty from guest response. Listen.

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Need an Excuse to Eat Out–Try These

We’ve talked alot about Summer Restaurant Weeks and their popularity. Many restaurants are extending them to multiple weeks or to a month-long promotions. That’s good news. People want to eat out, but money’s still a major issue, and restaurants are still struggling–this is a meet you halfway approach. It seems to be working.

Here are a few additional novel approaches. Thursday, August 13th is the 2nd Annual “Unite for a Bite”, a national program from Women Chefs & Restaurateurs (WCR) to support their membership. When you dine at one of the WCR restaurants–check the list from the above link–you’ll help support future leaders in the field. Participating restaurants will donate 5% of their food and beverage sales that evening for scholarship and educational programs to help women in the culinary field. If your favorite restaurant is not on the list, tell them to get on the program–there’s still time.

Not too early to plan ahead into the fall; at least that’s what the Missouri Restaurant Association believes. Their special promotion, Dine Out Missouri, rewards you for dining out. Not a bad deal. The September statewide promotion gives you money back for collecting your receipts. There are various takes on this concept such as a November one in Seattle that has 30 participating restaurants with $30 menus; some do $15 lunches. Check with your local or statewide restaurant association to see what their plans are to help keep the costs down.

Lest we forget, the “Julie & Julia”assnnav1_01 movie has encouraged a number of special events and promotions. It seems that restaurants are celebrating the movie, the anniversary of her birthday, and just about any Julia Child connection they can make. All of a sudden, everyone wants to be a French chef!

Bonne chance!

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The Power of Guest Response

stndLogo_trdmrkIt was just a few weeks ago that we talked affectionately about the importance of restaurant promotions and the popular summertime version of Restaurant Week. In the long list of cities that planned such promotions, a major one was missing: Washington, DC. That problem has now been solved with a Summer Restaurant Week promo set for the last week of August, the 24th-30th. Lunch will be $20.09 and dinner menus, $35.09, both the 3-course prix-fixe style.

Why Washington was so late to decide is always a question open to discussion, but no matter the answer, the solution is: Problem Solved. Shamefully late, but better late than not at all. Judging by the sheer number of restaurants (200) in the metropolitan area participating, its popularity is obvious. Restaurateurs and diners need the financial incentives–these programs work!

Many cities report strong restaurant week promotions with a number of restaurants continuing an additional week or longer. That has become the norm and if anything defines success, the message from diners says, bring on the promos.

Some of my favorite follow-ups occurred in the Charlottesville area where two restaurants, Fossett’s and C&O were booked solidly and each decided to add a week to help diners who wanted to enjoy the benefits. At the Old Mill Room (Boar’s Head Inn), they opted to have a 3-course prix fixe menu for the month of August! Diners talk.

Once again, Open Table is the best way to secure a reservation–NOW. If prior events are a true indication, plan to dine at one of the many restaurants that are often hard to get into and normally pricier than this opportunity presents, but plan ahead, far ahead.

History says these programs work. Everyone can use the boost.

Enjoy.

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Survival of the Fittest: Restaurant Edition

There are very few chefs who want to brag about how well their restaurant is doing. More likely you’ll here the word “fine.” That’s right up there with describing an individual by saying “nice.” Not much information, but nothing inflammatory, either.

Yes, no matter how many steps we move forward from the economic mess, we are still left with the reality that this has been a difficult year and much has changed. Maybe not at the very high end that appeals to individuals who are still quite comfortable and have little idea what I am referencing. They are a small percentage of overall dining patrons. They will continue to dine where they dine and support high-end establishments.

The rest of the dining out universe looks for opportunities to make dining out an ongoing affair, but a more affordable one. Look at casual restaurant chains such as TGI Friday’sclick for the buddy coupon, Applebee’s, and Chili’s. Even Bonefish Grill wants to play. They all say: Come inside; have we got a deal for you!

Restaurants that hosted Restaurant Week promotions report strong results with many continuing them into multiple week promos. Diners love the 3-course prix-fixe concept. We’ll probably see more of those promotions as they help both the diner and the establishment.

At a much higher end is a popular annual summer promotion, the multi-pound lobster special at The Palm. These dinners for two cost significantly more than many people are spending for dining out, and one wonders if the reduced price in lobster should not have convinced the restaurant chain to lower prices this year. After all, lobstermen have been complaining about how little they are getting for a lobster. Maybe they should just befriend The Palm!

So many restaurants have not adjusted or understood that the diner is more cautious. Results often mean a closed spot such as the once popular Olives Restaurant (as in chef Todd English’s outpost) in Washington, DC. No more. Shuttered. A week seldom goes by without such an event. It’s tough out there.

696.thmAdjust. Listen to your guests. Find a direction.

You set that table. We’ll come.

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