Culture of the Restaurant #5

I was left wondering when someone asked “What is the Culture of your Restaurant”.

Culture? 

I can explain taste, hygiene, service, ambience, location, USP, but ..... culture?

Over the next couple of months, with that word at the back of my mind, it slowly dawned on to me the actual meaning. 

When a customer enters the Restaurant does he feel a positive vibration around him? 

How is the staff behaving. Is there an air of artificiality in their expressions or are they really feeling peaceful within. 

Are the customers all around in a vibrant mood or you feel like anyone will pick up a fight with you any moment. 

.... and how is the right culture ensured? 

Well it’s quite easy. 

They say, ‘ as you sow so shall you reap’. 

As a leader, are you ethical? 

Is the staff salary paid in time? 

The vendor payments? 

The Government taxes? 

The raw material that is used for cooking, is it genuine or are you opting for a cheaper option which can harm the customer’s health? 

If the answer to each and every question above is a big ‘YES’, then rest assured that the culture in your Restaurant is also right. 

No force in this world can dethrone you from your citadel. 

Honesty, humbleness and all such values are going to add on your strength. 

All said and done, 

having the right location, 

providing the top service, Hygiene, service,

a top USP, 

and a beautiful ambience, 

will still not ensure your super success in this field. 

The only anchor is ‘Culture’. 

Be Ethical, be Human!

The basics - Service, Hygiene and Quality. #2

 

Let’s get to the basics straightaway. 

Imagine the following 3 situations.

Situation 1 : You enter a Restaurant. You are offered a table. The Menu card too is given immediately. You go through the whole Menu but order the dish which you always do without experimenting on a different one. Then you wait..... and wait....... and wait. Due to some reason your dish is not served for the next half hour. 

What is your reaction?

Situation 2 : This time round, everything is ok even the dish you ordered is served within 10 minutes of your ordering. As you are eating, suddenly a small cockroach crops as as an ingredient of your serving! 

Eeeks! 

Situation 3 : You enter a Restaurant, order a dish, it’s served within 10 minutes and you complete eating the dish too... without any surprises. But......

You didn’t enjoy the dish. There was something about it which you didn’t like. You exit dissatisfied. 

The above 3 factors, Service, Hygiene and Quality are of prime importance. Either together, or even two of them should be good, in some cases any one can make your day. 

Your bus is about to leave and you are hungry..... speed of service matters. 

You want to carry something for a patient from the Hospital Canteen. You are ready to wait and also compromise on the quality but Hygiene is of prime importance.

A mouth watering Pani-Pooriwala, putting up his टेला over a road side drainage is not a problem. You are ready to wait in the queue to have that चटपटा Poori on your tongue. 

This proves that sometimes one, most of the times two and preferably all three criteria should be fulfilled for us to come again and again into the Restaurant. 

If Purpose plays an important role in deciding the Location and Size of the Restaurant then Culture determines whether the Restaurant have their basics right. 

The Culture of discipline, perseverance, and dedication will make you a successful Restaurateur.