What makes a Restaurant or Bar Work?

What makes a Restaurant
or a Bar
Successful ?

Presented by
Dushan Zaric
Wednesday, November 7, 12

http://www.slideshare.net/dzaric


Dushan Zaric
* 18 + years of Experience behind Bars

* Co-Owner of Employees Only and Macao
Trading Co NYC

* Principal Bartender

* Consultant

* Author

* Trainer

* Yogi


New Bar-Restaurant anywhere in the world

General Formula:



General Formula:

LOCATION


General Formula:
* Foot Trafﬁc

LOCATION


General Formula:
* Foot Trafﬁc
* Corner - if possible

LOCATION


General Formula:
* Foot Trafﬁc
* Existing ﬁxtures - ideally

LOCATION


General Formula:
* Foot Trafﬁc
* Supportive Community

LOCATION


General Formula:
* Foot Trafﬁc
* Supportive Community
* Great deal on the lease

LOCATION


General Formula:

CONCEPT


General Formula:

* Products (Food & Drink)

CONCEPT


General Formula:

* Design

CONCEPT


General Formula:

* Design
* Proﬁtability & Business Plan

CONCEPT


General Formula:

* Design
* Logistics

CONCEPT


General Formula:

* Design
* Logistics
* Hours of Operation

CONCEPT


General Formula:

SERVICE


General Formula:

* Team

SERVICE


General Formula:

* Team
* Training

SERVICE


General Formula:

* Team
* Training
* Hospitality

SERVICE


General Formula:

+
LOCATION



General Formula:

+ +
LOCATION CONCEPT



General Formula:

+ + =
LOCATION CONCEPT SERVICE



General Formula:

+ + =
LOCATION CONCEPT SERVICE

$$$

Marketing & PR


Most restaurants still fail....


Cornell University and Michigan
State University

Study of restaurants in three local
markets over a 10-year period:


"beyond muddled concepts, failure
seemed to stem in large part from
an inability or unwillingness to
give the business sufﬁcient
attention, whether due to lack of
time, passion or knowledge."


YEAR 1 - 27% of restaurant startups
failed;


failed;

YEAR 4 - 50% of those restaurants
were no longer in business;


failed;


YEAR 5 - 60% had gone south.


failed;


YEAR 5 - 60% had gone south.

YEAR 10 - 70% had failed.

30% Success Rate
in 10 years


yet...


Simon Sinek

Simon Sinek’s


The Golden Circle

WHY:
What's your purpose?
What's your cause?
What's your belief?
Why does your organization exist?
Why do you get out of bed in the
morning?

And why should anyone care?

WHAT

HOW
WHAT

WHY

HOW
WHAT

People buy “why
you do it” and not
what you do!

FOOD & COCKTAILS


FOOD & COCKTAILS

WHAT

FOOD & COCKTAILS

WHAT
BEST SERVICE, INGREDIENTS, ETC...

FOOD & COCKTAILS

HOW
WHAT

FOOD & COCKTAILS

ETHOS


ETHOS

The characteristic spirit of a culture, era,
or community as seen in its beliefs and
aspirations.


YOU

Management

Bartenders, Servers

Apprentices, Bus Boys, Food Runners
Door People, Kitchen People,
Guests


What is Hospitality?


“ Service is a monologue-we decide how we
want to do things and set our own standards for
service. Hospitality, on the other hand is a
dialogue. To be on a guest’s side requires
listening to that person with every sense, and
following up with a thoughtful, gracious,
appropriate response. It takes both great service
and great hospitality to rise to the top.”
Danny Meyer – Setting the Table
Legendary NYC Restaurateur


Service is like a sheet of music


Hospitality is how you perform it


* Trickles down from top to bottom



* Becoming aware of Mental Afflictions (Negative Emotions)



* Becoming aware of Mental Afflictions (Negative Emotions)

* Neutralizing Mental Afflictions


* Neutralizing Mental Afflictions:

- Exchanging Self for the Other

- Influencing Others by Example


Exercise # 1


What qualities do you look for in your
server?

What kind of server do I wish to be?

Why am I a professional server?


Don’t sweat the details…

Stay on the POSITIVE !

Contentment:

–noun

1. the state of being contented; satisfaction; ease of mind.
2. Archaic . the act of making contentedly satisﬁed.

— adj

1. mentally or emotionally satisﬁed with things as they are
2. assenting to or willing to accept circumstances, a proposed
course of action, etc

65


“It all depends on how we
look at things, and not how
they are in themselves” – Carl
Gustav Jung

66


Every impression we
receive is affecting us
subjectively!

67


Remember - You never know
who is sitting in front of
you...

71


3 Main Objectives for every Server

FILL ME!!!

First Second

Third and MOST Important!

Customers leave HAPPY


“Your most important job as a bartender
is to think about how you can make a
cocktail that the guest will think is
great. Never forget this. This is
fundamental if you want to master the
way of the cocktail”. - Master Kazuo
Uyeda, Cocktail Techniques

74


Step 1:
Realizing the importance of proper Service attitude


Step 2:
Visualizing oneself as the perfect professional and example to
others


Step 3:
Building the Working Character: Becoming the Vision

Re-Identify !


Reality of the Situation


Me as I think I am Me as I really am
I I I I I I I I I I

I I I I I I I I I I

I I

I
I

I
I

I
I

I
I

I
I

I
I

I
I

I
I

I
I

I

I I I I I I I I I I

I I I I I I I I I I


OR…


Y’all don’t know me!

Me as I think I am

Me as I really am…

Or… actually,
it’s more like
this:


How do we
conﬁrm this for
ourselves?


Usually it’s:

OBSERVATION

OBJECT
ME OBSERVING or
PHENOMENON


But, the Trick is:

Self-Observation


OBJECT
or
ME OBSERVING SELF & PHENOMENON

AT THE SAME TIME !


Or,
more simply…


Me, working…


Me, remembering to watch myself…


Me, beginning to witness, inviting
clarity…

Me, Witnessing (observing) Self, While
Working…

The Marble Exercise
Remember

1)  What is my responsibility to the situation?

2)  What does this person need to hear right now?

3)  How can I help?

4)  How can I make the situation better?
97


Mechanics of
“Attention”


Good night’s rest….

Z
Z Z


… Charges our batteries ….


… and our Energy or “Force” ﬂows easy,
Providing nourishment.

Our Attention is therefore free, not constricted and easily directed.

… In the Morning, I start my day…

… the News sucks…I get “involved”,
“identiﬁed”, “excited”, . . .


Clog of negativity


Attention is captured

Life Force, Energy, ...

… Then a phone call from
work …
“ the other Bartender is sick.
Can you work a double today?”


… sure, I say yes. But inside I am not
happy…What about my plans? Did he
HAVE to get sick today??? Poor me…
Blah, Blah, Blah…


More clogs of negativity


Trafﬁc sucks too…

The President is in town. I am going to be late for work…


More and more clogs of negativity


… Finally, at work instead of

OR…

… I feel like…

… I am shoveling coal all night…


…and then I look
for remedy in the
wrong place…


… and very soon, it’s the usual terror of the situation!


And at the end of the night…


Sad…


Can I change this?


Yes!
Easy…


… In the Morning, I start my day…

…I enjoy my coffee and juice. I focus on the positive. I don’t let my
self get captured. The News is always the same…it is always bad…
that is what they are selling.


… Then a phone call
from work …
“ the other Bartender is
sick. Can you work a
double today?”


Sure. I’ll be there. “Oh Well…Poor Steve with a ﬂu. Too
bad I need to cancel my plans for the night. But Steve is in
trouble and he needs me to help him out”.


Trafﬁc is jammed…

The President is in town. It seems that I’ll be late for
work, there isn’t much I can do about it…I better call and
let them know.


… Finally, at work,

I Rock…

… and Roll…


I am not emotionally identiﬁed, and hence not prone to
drama…


I am observing myself
in Real-Time.

Mindfulness arises as a
consequence.

Taking the suffering
and imagination away.

My Attention is free and
I focus it outwardly on

Service
and inwardly on

Clarity, Stability & Intensity!
137


And so…by the End of the Night…

… And

… my battery is Full !


Best Practices:
* Get enough sleep every night - especially
before a shift

* Have regular physical exercise

* Cultivate quieting down (meditating)
before shift

* During shift, in times of stress, return to
your breath
140


How will this
affect me in
reality?


1) My life in general will get better for
I will be more aware of myself and
other people.


2) My hospitality and service will
enhance naturally as a
consequence of my understanding.


1200 sq. ft., open 70 hours/week.
Full restaurant
2008:

139,443 cocktails sold + 97,098 highballs &
straight liquor.

Total spirit revenues: $4, 620,000.

144


3) The quality of my cocktails will
increase since I will be aware of myself
when I am making them!


Negroni
1 1/4 ounces (37 ml) Plymouth Gin
1 1/4 ounces (37 ml) Campari
1 1/4 ounces (37 ml) Sweet (Italian)
vermouth
1 orange twist, for garnish

Directions
Pour all ingredients into a mixing glass.
Add large cold ice and stir for 40
revolutions. Strain into a chilled cocktail
glass. Garnish with orange twist.


How and Why is
this happening?


Distilled Spirits contain between
50-60% Water


Fresh squeezed Juices,
Syrups, Tonics & Cordials
between 70-85% Water


Plus dilution from a healthy
shake or a proper stir


Means that a cocktail is
almost 80% water!


Can my mood, the quality of my inner
state, my mindfulness, inﬂuence the water
molecules?

H2O


Masaru Emoto claims
that it can.


“Gratitude”

“Love”

“Compassion”

“Peace”


“Anger”

“Hate” Thoughts of
murder

“Of course it matters in
what kind of mood I am
when I enter the
distillery”. – Miles
Karakasevic, 12 th

generation Master Distiller,
Domaine Charbay

Remember Grandma’s cooking?


With her cooking she wanted to
please you. Your happiness was
her only goal.


That’s why it tasted so good. It
was loaded with a special
ingredient…


… [Fill in the Blank] …


?
166


What makes a Restaurant or Bar Work?

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