No food or establishment photos this time around, folks. And since this blog falls under the "hospitality" umbrella, all that will suffice for now.
My late editor and publisher, Ed Hitzel, used to say that the restaurant business isn't about the food; it's about the people. Well, perhaps his statement is arguable, but hearing him often say that always made me think that, if you didn't have good, kind, efficient and professional people working for you, your business might suffer. To this I can attest. Quite a few times I have refused to revisit an eatery due to a surly staff member. Last night, following a writing stint at Barnes & Noble in Livingston, New Jersey, I did what a lot of people sometimes do: I stopped at a pizzeria, Frank's Pizza & Italian Restaurant (14 Eisenhower Parkway, Roseland, 973-403-8070/8071, www.FranksPizzaRoseland.com) for a few slices of pizza (and man do I hope my health coach isn't reading this). I ordered one each of a combo pepperoni and sausage slice and buffalo chicken slice, downing both quickly with a bottle of cold water. Now, here's comes the "people" part. A pregnant young woman entered, and was greeted by the counterperson, Renato, as I was - as if he had known her for years. He may have, for he asked how she was feeling, and how "her boy" was. "Okay," she said, "better than me." Then she laughed, looking down at her stomach. The she ordered. "Just two plain slices, please." "When are you due, miss?" I asked her. "Two months." "Oh, that's nice, "I said. "But I bet you can't wait for it (the pregnancy) to be over with." She nodded her head with a smile. When my pizza was ready I took it to a side table and enjoyed it. The slices were well done, just the way I like it. As I ate them, the young woman continued to talk with Renato, and other customers entered and were afforded nice conversation as well. This post may seem simple and, to most, maybe even useless or a wasted read, but it's in the simple things that most pleasure is often found. Case in point. Back in 1998, with the New York Yankees involved in the American League Championship Series, our family was on vacation and stopped for pizza at a shore pizzeria. As I entered, the owner was not in the best of moods. I told him I wanted six slices, plain, for our family. He looked at me and asked, "Why don't you just order a whole pie?" I hadn't thought of going that route, and he said, "Here, this is a pie I just took out for slices a little while ago. I'll warm it up and give it to you for..." (I forget the amount). I agreed and, as the pizza was being warmed, I felt like I had disappeared. The man watched the Yankee game as he worked and, when one of the Yanks made an error, he said loudly, "F&*%!" Eventually, the pizza was removed from the oven, boxed, and placed on the counter for me. I then gave the man the amount he mentioned, and he looked at the money in disgust. I mentioned to my wife and daughter in the car that he was not the friendliest eatery person I'd encountered and, when we started eating the pizza back at the motel, it was barely warm. *Note: our motel was a short jog away from the pizzeria, so time was not a factor with the food temperature. It had not been warmed in the oven long enough, probably due to the man's lack of interest in my order and almost total attention to the game, and the fact that he figured I was getting it at a discount. My point? When someone enters your restaurant, candy shop, deli...whatever, they are (should be) the most important person to enter that day, and should be treated as such -- especially if they are friendly. Yes, occasionally you get moody customers; I hear the complaints often. However, as the "face(s)" of that restaurant, your job is to cordially greet someone who is about to pay, no matter the amount, for what you're preparing. If a customer drives you to the tipping point, notify management; don't handle it yourself. Then, carry on. You can do it. Thank you, Renato. You did well! Steve
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AuthorAppetizers, hospitality, small plates - the best in dining! Archives
January 2023
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