Anthony and Sherri Processing the Process Videocast 6

September 15, 2021

Running a small restaurant business is exhausting: requires constant hands-on attention and developing energy capacity like an athlete; team feeds off of each other to keep energy up; staff as theater performers with chameleon-like abilities -- always "on"...staff must compartmentalize problems to keep focus on customer -- made easier by fellow team members picking each other up...unlike most restauranteurs, Anthony doesn't send employees home when business is slow -- this engenders loyalty and willingness to step up their game when restaurant is busy; employees are accustomed to many moving parts, so when restaurant is unexpectedly overwhelmed, they proactively step into any role -- and creatively "cover up sins". Unforgiving business: customer could have 10 great experiences, but if 1 experience is not optimal, the restaurant may lose customer; try to recover relationship -- but sometimes you can't; sense of entitlement in affluent area; try to bend over backwards for customers, but only so much you can do; used to adversely impact Anthony, but now he realizes you can't satisfy everyone; nevertheless, so much must go right for customer to be happy. Typical 24 hours at Trattoria 632 -- looking under the hood at business operations: determine weekend specials and ingredients needed to execute them, contact respective markets to ensure product availability, calculate quantities by analyzing reservations and anticipated walk-ins, order fish, produce and liquor -- just enough, but not too much, make sure there's enough take-out/delivery materials, Anthony shops for everything that can't be delivered at 6am to get best pick of products, loads and unloads everything by himself so staff can get products early, make sure there's enough cash in register, figure out staffing needs for upcoming week, determine payroll/fund account, set tables, prepare outdoor seating, check heaters, answer phones, explain details of specials to staff so they can accurately describe sourcing and preparation information for customers, host tells servers about reservations coming in and what time each table is needed, Anthony as conductor in kitchen: managing orders/choreographing delivery orders, making sure tables get appetizers on time, advising kitchen when to fire up entrees; defuse potential problems -- e.g. offer food/drink to customers who have to wait for their table; go out to floor and engage meaningfully with customers.