August 25, 2021
Evolution of thinking in key facets of operations: Choosing wine/spirits: reduce breadth of offerings; keep inventory lean to minimize "dead money"/maintain liquidity; clientele not looking for high end brands and primarily order by the glass...Bar: "center of our universe"; lucrative revenue center since renovation; customers want to be part of the friendly atmosphere; 3 great bartenders with great energy/synergy/strong relationships with loyal customer base...Interior design: bar re-design; plan to expand/update outdoor seating...Entertainment: Monday open mike night with Purchase jazz dept. students, then Thursday night band -- generate excitement and big followings...Lunch/Pre-theater: local corporations and Purchase Performing Arts Center = big sources of business; finite period of time, so: limited menu, order and deliver food quickly to ensure good, unrushed customer experience...P.O.S. Technology: electronic system malfunctions cause big disruptions; migrating to more expedient iPad-based system. Life of a sole-proprietor: fast-paced, constant problem-solving, juggling many moving parts while making it look seamless, "controlled chaos"; so many things must go right for customer to have a good experience. Conversely, any piece out of place and whole system can go into tailspin; need ability to compartmentalize and deal with issues on as-needed basis; don't become consumed by one problem; always "on stage"; quickly pivot when something goes awry; study each station to identity "choke points" so can deal with problems quickly before they spread; learn to trust/delegate; be vigilant about controlling costs -- it's your pocketbook; importance of owner connecting/forming relationships with customers to make them feel special and want to return; angst over times when not present = missing customers; efforts never feel good enough -- always want to do more.
August 18, 2021
Staff buys into Anthony's philosophies/approaches by watching him : foster friendly, family-type atmosphere --- warmly greet customers, facilitate organic customer/staff relationships; go the extra mile -- expedite food in kitchen, add surprise desserts to take-out orders, make deliveries himself...central operational tenet: always serve highest quality/fresh product --- critical to retention of affluent clientele ---repeat customers make up for slimmer margins...make sure "soccer mom" -- community influencer -- is happy so she wants to come back and bring others with her...embed yourself in the community to become go-to destination...expand customer base by supporting/hosting events for community organizations...know/accommodate every customer's needs and treat them like family...stay on top of/adapt to changing culinary and business trends to drive organic growth... elements necessary to ensure consistency...strive for balance in business generated by each revenue center...composition of business...collaborative creation of menu.
July 28, 2021
Competencies, philosophies and approaches developed in politics lead to success in restaurant business...organically connect with customers and build strong relationships; monitor sales trends/listen closely to identify customer needs; promptly and calmly address issues; stay on top of/prioritize all moving parts; understand big picture; anticipate needs/exceed expectations; preparation, right team and right approaches are essential; delivery as a critical service; willingness to learn; no caste system/traditional hierarchy -- employees and owner assume multiple roles and function as a team/family; mutual trust; employees understand how decisions/approaches are meant to benefit entire business; laser focus on customer retention -- make sure everyone leaves happy; family environment for both team and customers=hallmark of restaurant; nurture creativity; provide employees with benefits, flexibility and agency.
July 21, 2021
July 14, 2021
Sherri Muroff Kalt, founder of Process Portraits, LLC and author of Portrait of an Artistic Journey: The Creative Process in Real Life Context, is a Phi Beta Kappa, magna cum laude graduate of Duke University with a B.A. in psychology. She began her career in marketing and sales in New York City with L’Oréal, Monet Jewelers, and Givenchy. READ MORE