I received this note from my colleague, human relations consultant Robert Kausen:

While eating in a number of restaurants in Southern California last week, something occurred to me that may be old hat to all of you in the food industry. I had taken spinach from a salad bar in a very well known mid-scale national family restaurant chain. A number of pieces were wilted and had turned dark and mushy. I did not make a fuss, I just segregated the bad stuff out and left it on my plate. After all, it was not a big enough deal to verbally complain.

Then it occurred to me that watching what is left on people's plates when the table is cleared could provide some excellent feedback. Did the chef who had grossly oversalted the beans in that national Mexican chain ever realize what had happened? The untouched bowls could have raised someone's curiosity -- especially if more than one table left them.

When we left the hashbrowns was it because we were on the Atkins diet (some places make a point of offering a cottage cheese alternative), because the portion was too large, or (as was the case) because they were greasy and soggy? People in the food industry may already use this observation to gain feedback, but most of the time I see the leftovers shoveled into the trash without a glance.

My Response:
In truth, the dishroom is one of the greatest opportunities we have for guest feedback, for exactly the reasons you mention. Good operators monitor it closely. The rest ignore it at their own peril. If you are checking the trash only for the purpose of looking for discarded flatware, you are missing the biggest treasure of all -- meaningful guest feedback.

Light Up Your Life

At this time of year I always remind you to stock up on those small, clear Christmas tree bulbs. The clear ones do not carry a holiday connotation and they are an easy way to add sparkle to a room.

Look for dark corners and "black holes." Fill them with lights and watch the energy of the room come up. Put them in the landscaping outside your place to catch people's eyes, particularly during the dark days of winter. I used them to add interest to buffets and receptions all year.

Pennypinchers will be tempted to wait until after Christmas to get them on sale, but even at full price they are a cheap fix ... and right now the stores are full of them. In another three weeks, you will not be able to find one to save your soul.

Get busy. Do The Work!

• Do The Work! - a rant on shortcuts -- avoid them and own the market, ignore them and someone will own you!
  
• Need a Recipe? - some of my favorite online resources to find that illusive recipe you need at two in the morning
  
• What Did You Learn From Your Staff Today? - how one operator learned about a few fatal flaws ... just in time!
  
• Special Offers on Management Resources - while I am still in that business

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