People who mix it up have more fun

I eat out a lot.  From time to time I find myself stuck in a routine of my favorite places to eat.  This weekend I was reminded what was so fun about eating out – trying something new!  My brother got a recomendation from a collegue at work about an Indian food restaurant in the Irvine area – The India Cook house.  ( 

It was a blast!  We tried some dishes I had never had before and although some were a little more spicy than we had anticipated, we found ourselves ordering more of each of the dishes as we couldn’t get enough of it. 

The service was excellent, it wasn’t crowded on a Saturday night, it was clean and we enjoyed our culinary adventure.  We will be back to this little hidden treasure for sure.  It reminded me how much fun exploring new places to eat really is. 

Try new things more – you will have more fun!

Morgan Harris – Restaurant365 

Houston’s is always a sure bet

Whenever I meet a prospect or a potential solution partner for lunch, I try to prepare as much as possible for the visit.  I check the person’s most recent LinkedIn status, I look for new content on their company’s website, and I bring notes for each of the topics I want to discuss with them.  I dress in a shirt and tie.  In short, I do everything I can to make it the best use of time possible.  One of the things I depend on is having a great place to meet where the food will excellent, the service will be prompt and polite and professional.

Of all the places I have taken prospects and clients over the past 15 years of my career, Houston’s is my favorite.  The location closest to us in located off Michelson and Jamboree in Costa Mesa.  It’s a few buck’s more than I’d like to spend for lunch but all things considered, it’s worth the extra $.

I never feel rushed, the food is off the charts and consistent, and the service is always friendly.  These guys have it dialed in.  If you have not been their lately, give it a try again.  If you have some other suggestions, please let me know.

Morgan Harris

401k Matching . . . – How about Tip Matching for Restaurant Servers?

I recently heard an industry expert say that over 80% of the people who don’t return to your restaurant is due to having a non-favorable experience with someone at your restaurant.  Wow.  Given the fact that most of your business comes from repeat customers, ensuring they have a great experience is paramount. 

What is a good way to measure customer experience that also can drive server behaviour?  

You often see comment cards placed behind the bill after a meal.  These are rarely filled out and when they are, they require time to collect, time to enter into a system, time to analyze, and time to find a way to meaningfully communicate back to whomever was working that moment how to address any issue or reward them for positive comments.  Ug.  Too much time. 

Here is a question:  What is one way every single customer in a full-service restaurant fills out a comment card?  They tip.  You can tell how good every person’s experience was in your place by simply looking at how much they left as a tip.  Generally, the better the tip, the better job the server did to make them feel comfortable, welcome, and satisfied.  So why not incentivize servers to seek out better tips?  

Try implementing a tip matching program of sorts.  Make note of their tips for the day and match them out of your pocket.  Say, 10% matching.   On a given night I might make $200 in tips.  If I do that, I know that I will leave with $220.  If I can make $300, I leave with $330.   As a server, all night I will be doing all I can to make sure my customers are totally taken care of. 

A word of caution:  Before paying out, be careful to look at how many comps and discounts the server gives out that day.  Your point of sale system will be able to tell you this.  You obviously wouldn’t want to have the server giving away food and drinks to drive higher tips. 

A word of suggestion:  Do payout each night.  As they say when you bet and lose money to your friends on the golf course:  fast pay makes good friends.

Morgan Harris – Co-Founder, Restaurant365