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Category: My Take

Only Restaurant People…

I had the great pleasure of opening a restaurant for a client recently. It’s been a few years since I have been so integral to an opening, and this was a particularly rewarding experience because I participated in every aspect of the development. I started the project working for the landlord, advising on practical lease […]

…on customer service

We’ve all been there — 45 minutes on hold listening to a recording tell us how important we are to the company we are calling. Just when you are about to give up and hang up, finally, a phone bank operator comes on the line to repeat the “importance of your call” in a tone […]

Our Industry’s Image

I’ve been blessed with a long career in the hospitality industry, during which I’ve met some of the most engaging, caring, and creative people among my fellow restaurateurs and chefs.  We’ve laughed, cried, broken bread together, shared our business secrets, spoken of our successes and our failures, complained about our competitors, our landlords, and our […]

Defining Success

The closing of Jeff and Sally Buben’s iconic Southern restaurant, Vidalia, this past December, gave me much to think about. We’re all aware that the life span of a restaurant is finite, and eventually, forces beyond the control of even the most dedicated owners, influence tough decisions. Having been friends with Jeff and Sally since […]