The restaurant, club or hotel outlet with the best reviews, consistent and loyal guests, solid volumes and strong P&Ls owes to one overriding factor: owners and managers always seeking and acting on any shortcomings. This may take the form of online reviews, guest feedback or industry trends.
Quite often when restaurants struggle they have insecure management. You know the ones. The “we hear you, but we’ve always done it this way” or a quick, usually insincere, “thanks for your comment.”
The true legends in the industry are always looking for more information and ideas. It’s not by any means a weakness to seek out reviews or seek outside resources, quite the contrary – it make the operation stronger.
Egos need to exit the back door. Welcoming new ideas, both front and back of the house, can only lead to better guest relations and improved sales. There is no time in healthy restaurant management for closed minds and “we know best” mentality.
Seek out ideas. Be secure in your management and don’t send signals of failure to listen and change. Sustainable growth only comes with change.
