Baltic Ave vs Boardwalk

I've been blogging and doing seminars for decades now. Just didn't realize that I was doing it.
Yesterday I was reminded of a topic that started my sharing career. "Real Estate", in reference to restaurants, was mentioned on SaltyTalkRadio.com by the host, Mark Salter, who is a very close friend that I have known for almost 20 years. I join him most Wednesday and Fridays from 4pm EST to 7pm. His comments drew me back to the computer.
We are in the process of selling our North Dakota home to move back to Tennessee where the mountains and forests have been calling us. No, I won't start singing a John Denver song right now. Well, maybe in my head. But it seems like this story is trying to come out again, after years have passed since it first was shared with a fellow GM that asked for some inspiration to move his own restaurant forward. Thank you Dwight Satchell for the request and teaching me I am always willing to share.
I doubt I can recall verbatim so please indulge me as I take artistic liberties with the first edition.

Baltic Ave
The general scene of a rush at the restaurant looks like the low rent district of Baltic Ave. "Two today?" This way. The race to a table by the host (he or she always wins) throw the menus on the table before the guests actually arrive, pass them on the way back to the staging area.
The server arrives. Anything to drink? Off they go to bring water to the table, with lemon. Ready to order? Computer punch in, food cooked, delivered, check down with a smiley face and "Thanks" written on it. NEXT
An interesting stat about guests. 68% of those who chose not to return to a restaurant do so over what happens when then first come in the door.
 We will assume that the entrance, lobby, and restrooms are spotless.

Connecticut Ave
Slow it down. Smile. Hi folks, how many? Right this way.
At a pace that is comfortable for them we walk to the table. Invite them to the table. Place the menus in front of them and talk about the specials.  And introduce them to their server who will be with them in a moment.

St Charles Place
Suggest. (still the host because it plants the seed) The soups today are... This may seem like a silly step but people love soup. So much so, that in SW Florida I could go through 100 gallons of only one type of soup each week because we were at least to this level of the real estate market. Talk about what's happening today.

Tennessee Ave
No plates in hand as you stop. Can I start you off with an Ice cold (no product placement here, did that at the top of the story), cup of coffee, my favorite from the bar? They don't know what we offer so if the server doesn't tell them some options, water...with lemon is the response. But before you leave with a commitment for beverages,We have some great starters, I like...

Illinois Ave
Half way there.
Drink delivery. Did the host tell you the soups? We have some new sandwiches that go perfect with them. My new favorite is... Remember, rent is perceived on the value given. At this point, the server has become a tour guide. In a bar and grill, I would go for the pairing drink When I bring your food, at breakfast, I get the OJ or milk with your entree today? Commitment made and move to an upgrade.

Marvin's Gardens
Obviously, everything is correct on our end for ordering. No mistakes from the kitchen, no mistakes from the server. But did we ask ahead of time with the burger Mustard or Mayo, or the steak A-1 or 57? They can't start eating until their meal is perfect for them. Its the little things that lose us the rent money at this point. The check back, table clearing, refills. Each time we visit the table, they must feel like they are the reason you're there, not on your way by and oh, by the way or while I'm here.

Pennsylvania Ave
As I rebuilt a store in Florida, I had a heated discussion with a corporate officer about this stage of the dining experience. You're too busy to suggest dessert and it's only $2 more for profit.Turn and burn the table, get the high dollar entree. Didn't end well for the rep.
The only reason anyone ever orders dessert is because they are not ready to leave you yet. It's not about a sweet tooth, it's only about the experience and the desire for the spell not to be broken yet. The snooze alarm, so to speak.

Boardwalk
The table visit. You can fire on all but one cylinder and grow your business but it is the last step that makes it worth while for the guest. You, as the manager, must interact with the guest at the table. Today was a perfect example. A table was satisfied with the visit but the little extra I personally did made them feel they had an awesome dining experience. On Friday nights, I would plan on leaving at 7pm at a store I worked in Florida. 45 minutes of shaking hands and patting backs was required every week because I knew them personally and they had bought little green houses and big red hotels and placed them on Boardwalk.