129 rules at La Bernardin
From serving lukewarm coffee to smelling of cigarettes, Eric Ripert has compiled a list of restaurant-staff sins he deems unforgivable. A few more: Not serving hot food hot, not clearing plates promptly, and making light of a guest's complaint. Star Tribune (Minneapolis-St. Paul)

Boston Market offering military discount
Boston Market will provide members of Veterans Advantage with a 20% discount. "Boston Market is proud to give back to those who bravely serve our country," said the company's CEO, himself a Marine Corps veteran. QSRMagazine.com

When they stop in just for the deal
Deep quickservice discounts are fostering tension between franchisees and companies as customers stop in just for the deal and don't buy extras that would offset the discount. Though the promotions usually are not mandatory, franchise owners sometimes fear customer or company backlash. The Wall Street Journal/SmartMoney

5 ways to leverage happy customers
Getting referrals is among the cheapest ways to expand a business, but it does take some work. John Jantsch, author of "Duct Tape Marketing," offers five ways to boost your referral rate. Among his tips: Partner with a nonprofit organization, provide gift certificates for existing customers to pass along to friends and offer a reduced price in exchange for friends' contact information. Entrepreneur

Keep them coming back:
A panel of restaurant CEOs offered ideas for customer creation and retention at the NRA Show. They agreed that making customers feel appreciated is important, but differed on the merits of discounts. Chain Leader

New ideas about grilled cheese
The classic grilled-cheese sandwich can be updated with cheeses such as gorgonzola, unusual breads, and additions including roasted radicchio, apples or salsa verde. Recipes and guidelines show how to do it. National Public Radio

Mastering mixology
Organizations are offering bartending programs and tests that can certify "master mixologists." As restaurants and bars upgrade their cocktail menus, they're looking to hire sophisticated drink makers. The Wall Street Journal

Recession tips: Demonstrate how you're different
George Green offers tips for restaurants dealing with the recession. Among them: Make sure customers know what makes you unique, and make your employees feel like you're in it together. FastCasual.com

 

How to improve service
Service is more important than ever in a downturn. So how do you step it up? Make sure servers know the menu and also ensure that they don't have too many tables. Hiring nice people is key, and make sure they know how to ask customers the right questions. Restaurants & Institutions

Hotels try to trim room-service costs
The economic downturn has forced hotels to implement cost-cutting measures, including having their kitchens rein in expenses by reducing portion sizes, using cheaper cuts of meat and making some dishes in advance. Ron DeSantis of the Culinary Institute of America said hotel kitchens are also starting to serve more comfort foods and make other changes. "Those are the things that resonate and aren't over the top in costs," he said. "They want to use ingredients in a smart way to meet price points -- or expense accounts for business travel." The New York Times 

Columnist: In-N-Out, please don't change
Michael Hiltzik hopes In-N-Out Burger continues to strike a balance between its own traditions and modern business practices, but he worries that the chain will be tempted to sell out or change. "The homogenizing cost-cutting of corporate number-crunchers ("let's drop the beef by a grade; the customers won't notice") could mean the end of In-N-Out as we know it," he writes in the Los Angeles Times

 

How to connect with customers
Leaders in service talk about how they connect with diners. At Abacus, chef-owner Kent Rathbun offers cooking classes and wine trips, and at Thomas Keller's Bouchon, staff members try to anticipate what people expect from the restaurant. Restaurants & Institutions