YOU ARE ONLY ONE SHRIMP AWAY FROM A SUCCESSFUL RESTAURANT!
So, what do I really mean about that? Is it that simple? YES and NO, let me explain.
When I first started in this business 40 years ago, I was working at a nightclub called Chevy’s Belair Café. The concept was that they offered a free all you can eat buffet from 4-7 pm, full of wonderful foods like soups, salads, pastas, shrimp cocktail, and even a carving station. We were packed with lines to get in.
One night I was working the buffet and it was 6:55 pm. We were getting ready to break the buffet down and open the dance floor for everyone to enjoy. A nice lady came to the buffet and noticed that all the cocktail shrimp were gone. She told me that she was so disappointed because she heard all about this place and drove two hours to experience the buffet and was dying for the shrimp. I told her that I was so sorry, but we were out of shrimp. She understood and went on to the dance floor.
I broke down the buffet and knew my mission was not complete. I needed to give that guest the ultimate feel-good experience. I was being “selfish” because I loved that feeling of making someone’s day.
I went into the walk-in cooler and there on the shelf was one lonely shrimp. I then went and got the best plate I could find and made a beautiful presentation. I wanted to make sure it would be the best shrimp this guest has ever had. It had been an hour since she had come to the buffet. I found her dancing on the dance floor. I went over to her like a high-class waiter and said that this shrimp is for you. She couldn’t believe all the time and effort I put into making sure that she left Chevy’s ecstatic! She wanted a photo of us and the shrimp! She wanted to be able to hold on to this memorable experience. She continued with her evening thanking me multiple times for my effort.
She will never forget that shrimp and neither will I. Everyday thereafter I worked “selfishly” to make someone else’s day. I call it my WHY. Why do what I do? I believe making people feel-good, employees and guests, is in the heart and soul of the hospitality business. It’s our responsibility. If it isn’t your WHY, then yes, this business will be hard.
I know these past years are making us lose focus on the WHY, but this is the most important time for us to do what we love, MAKE PEOPLE FEEL-GOOD! Let’s get back to the passion we have and things will all work out.
Have a perfect, feel-good day.
Colin
