Anthony and Sherri Processing the Process Videocast 7

September 22, 2021

​How Anthony deals with unforeseen external circumstances: situations run the gamut, including running out of propane and water main break; tapping into political connections to help resolve issues; must think on feet and figure it out; burden falls on you as small business owner; Monday night overwhelmed with customers -- unanticipated -- resist shot-gun approach and immediately hire more staff -- determine if actual pattern developing to warrant additional hires; line cook's absence on busy Sat night disrupts entire restaurant operations; want catering orders, but when have minimal notice, kitchen in disarray -- not adequately stocked -- but don't want to turn down business/want to do best to service customer -- so, tough for team. Pandemic: Anthony felt taking full control of business he had no experience with was even more daunting than pandemic...Feb 2020: numbers way down and different aura in restaurant -- people nervous/heightened awareness of covid coming to US; wanted customers to feel staff was healthy, so staff wore gloves -- didn't know right way to handle situation; doctor customer said country will probably close for 2 weeks -- Anthony thinks, "no way"; sure enough -- strict operation mandates: only delivery and take out; had to let 5 employees go/modify schedules for the rest...normally -- cyclical business -- can predict business on any given day and know how to handle situations -- now, totally unpredictable and out of Anthony's control...learning on the go; nothing can be done to reduce fear of the unknown; unsettling, sick feeling; have to find way through this; first 6-8 weeks daunting, but knew they did nothing wrong; knew they had to shift gears...good news: delivery and take out is one of their strengths, unlike most restaurants; recognize new patterns of delivery orders--weekend spike; restaurant not built for such high volume; try to appear as if everything is as normal as possible...supply chain disruptions force recalibration of stocking inventory with limited revenue; funding out of Anthony's own pocket = reinvestment in business -- look at end game; need to find highest quality product in new places; used email list to send out specials and remind customers about restaurant...fighting through tough times strengthens character/camaraderie; 5 days notice to open outdoor seating; built patio in parking lot in 2 days, doubling outdoor capacity, but very costly given shortage of supplies; now 50% indoor capacity with social distance...August business now like December -- team wants to hire more people, but Anthony counsels waiting to keep costs in line and avoid letting servers go when weather turns cold; need to use connections to procure heaters, given tight supply; significant number of customers not ready to come inside -- can't control this mindset; cold weather and covid spike cause numbers to plummet; first round PPP loans at 2xpayroll delayed 5 weeks-- very discouraging; uncertainty about receiving further government funding -- second round PPP at 3xpayroll?...2020: $800,000 revenue loss...Dec, normally top revenue month, now disaster...frustration, enormous anxiety -- not knowing; did we permanently lose our base? Self-doubt -- can we make it? How much longer will this last? Will people feel comfortable socializing again? Can't figure out end game; hard to have no control when used to having lot of control.