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Flipping through an open book
by David Klemt David Klemt No Comments

5 Books to Read this Month

5 Books to Read this Month

by David Klemt

Flipping through an open book

Spring is traditionally the time when we’re meant to reinvent or otherwise better ourselves. These books can help you do just that.

Some will help you expand or enter this business, others will boost your marketing and social media, and a couple will help you refresh your drink menu.

With restrictions easing and vaccination rates in the United States growing, now’s the time to improve yourself and your business.

Prepare now for pent-up demand for in-person dining and drinking.

Food Truck Business Guide for Beginners

Looking to enter this industry with a food truck or expand your existing business with one? This book is a great place to start.

Food Truck Business Guide for Beginners is a comprehensive guide that covers:

  • common mistakes that lead to food truck failure, and exactly how to avoid them;
  • the most successful ways to secure funding;
  • how to master marketing;
  • best practices for passing health inspections;
  • tackling and mastering marketing for your business;
  • and many more topics.

The Terroir of Whiskey: A Distiller’s Journey Into the Flavor of Place

Dr. Rob Arnold is a plant biochemist and the master distiller at TX Distillery. To say he understands the science of whiskey and terroir is obvious.

What’s less obvious is the direction Dr. Arnold’s book heads into. He takes readers to distilleries in Kentucky, Ireland, Scotland and elsewhere, but he takes things further.

In The Terroir of Whiskey, Dr. Arnold shines a light on plant breeders, local farmers, and distillers bringing back “lost” grains. These same innovators are also attempting to create new grains to further develop terroir.

This book will definitely enhance your whiskey knowledge and engagement with guests.

Rad Cocktails

Yes, this book’s description states that it focuses on the home bartender.

No, that doesn’t mean bartenders, operators, and other hospitality pros can’t learn from it.

Rad Cocktails, in addition to including awesome illustrations, also embodies a growing cocktail trend: simplification. Innovative cocktails don’t have to be complicated or take ten minutes to build.

Beautiful Booze: Stylish Cocktails to Make at Home

Natalie Migliarini, also known as Beautiful Booze, has more than 95,000 followers on Instagram. Her cocktail recipes, photographs and mastery of social media help her stand out in a roiling sea of influencers.

Her first book, Beautiful Booze: Stylish Cocktails to Make at Home, also targets home bartenders…on the surface. This book, creative cocktail recipes, can help elevate anyone’s bartending skills. The beautiful photography will also help inspire anyone to take their social media shooting to the next level.

Hacking the New Normal: Hitting the Reset Button on the Hospitality Industry

Alright, this may seem self-serving. However, I wouldn’t have written the foreword for a book I didn’t believe this book would truly help people.

Millions of hospitality industry professionals’ lives were imperiled at the start of last year. We continue to innovate and adapt to overcome unprecedented challenges.

Hacking the New Normal addresses the need for an industry-wide reset and seeks to guide operators through rebuilding for the long term, and to strengthen the industry moving forward.

Image: Mikołaj on Unsplash 

Stay Weird neon sign with purple background
by David Klemt David Klemt No Comments

Stand Out with Weird Holidays: April

Stand Out with Weird Holidays: April

by David Klemt

Stay Weird neon sign with purple background

Want to stand out from from other restaurants and bars in your area? Then commit to keeping it weird.

Several “holidays” are set against every date on the calendar. They range from mainstream to food focused to weird.

Focus on the latter to raise eyebrows, carve out a niche for your restaurant or bar, and attract more guests.

Of course, you shouldn’t try to celebrate every holiday, weird or otherwise. Focus on the days that are authentic to your brand; resonate with your guests; and help you grab attention on social media.

April 14: National Reach as High as You Can Day

This is a holiday that will likely work best on social media. Just like there’s always a holiday and people like to say “there’s always a tweet,” there’s always a hashtag.

Use this day (and its accompanying hashtag) to highlight staff who want to participate, along with your venue.

Of course, if you want to involve your guests in person, go for it. Put your head together with your staff and get creative.

April 15: National Take a Wild Guess Day

You can take promotions centered around this day in several directions. The simplest way is to use the holiday to engage with followers on your social channels.

Consider borrowing from the “wrong answers only” posts on Instagram. Post a blurred, pixelated or “censored” item, like a bottle. In the caption, ask followers to “guess” what it is—wild guesses only.

This holiday also works well with blind tasting events.

April 16: Wear Pajamas to Work Day

I’d say this holiday is fairly self-explanatory. Let your front-of-house staff participate by wearing pajamas, with full team buy-in. Or, encourage your guests to wear their pajamas to your restaurant or bar.

If this holiday fell on a Saturday or Sunday, this would be a great day for a brunch promo. Of course, there’s nothing to say you can’t execute a Friday brunch.

April 16: National Bean Counter Day

In the United States, this holiday is taking place a month before the Tax Day deadline. If you’re so inclined, you could offer a deal to all the tax preparers and accountants in your area.

Although, you can also go a completely different direction. You can fill a large jar with beans—coffee would be great—and have guests guess how many there are. You can even post the jar full of beans to social, encouraging follower engagement. Closest guess wins a prize.

April 22: National Jelly Bean Day

Oh, hey… Remember that bean-counting holiday from way up there? I wonder if that bean-guessing idea would work for this holiday…

April 23: National Talk Like Shakespeare Day

If you think you or your social media manager can handle it, encourage your followers to describe your restaurant or bar as though they’re the Bard himself.

Or, as a Shakespearean translator would explain it, “Encourageth thy followeth’rs to describeth thy restaurant ‘r bar as though those gents’re the Bard himself.”

April 25: National DNA Day

Yesterday, I shared how our DNA plays a significant role in how we perceive bitter flavors. National DNA Day would be a great time to plan and execute a PTC strip and cocktail event.

April 27: National Tell a Story Day

How well do your loyal guests know you and your brand? How well do they know your staff?

National Tell a Story Day is an excellent time to leverage the story features on your social channels. Show off the venue and tell your brand’s story. If you have team members who want to participate and tell share a story, that’s a great way to engage with followers and guests.

April 28: National Superhero Day

If there was a ever a day to encourage your staff and/or guests to dress up for a fun time… National Superhero Day also leverages Shudder’s “Halfway to Halloween” event.

To take this holiday in another direction, you can also celebrate members of your community who give back to others by giving back to them.

“Weird” holidays aren’t just a dynamic way to engage with guests. Asking your team for ideas for holiday promotions is an excellent way to keep them engaged, which is a smart way to retain staff.

Image: Dan Parlante on Unsplash 

Preparing a cocktail at home for living room tasting event
by David Klemt David Klemt No Comments

Meet Customers Where They Are, Part 2

Meet Customers Where They Are, Part 2

by David Klemt

Preparing a cocktail at home for living room tasting event

We seem to approaching a semblance of normalcy but some consumer behaviors—drinking at home among them—are likely here to stay.

Per Distill Ventures, the living room is the new tasting room.

Consumers are drinking at home, drinking during the day, and prioritizing convenience.

So, will you get creative and meet your customers where they are—their living rooms?

The New Tasting Room

Fresh off their third whisky summit, Distill Ventures believes consumers will seek out more at-home experiences.

This is partly due to some regions around the world locking down. Additionally, consumers know they can partake in experiential guests at home.

Consider what some brands are putting together to engage with people at their homes:

  • Cynar: CynArts & Crafts, Paint by Numbers Virtual Party, complete with brushes and paints sent to participants.
  • Campari: Decoding the Science of Bitter, including a PTC strip sent to participants to gauge their bitter response.
  • Espolòn Tequila: Virtual Espolotería, an online bingo-style game.

Distill Ventures and the panelists of their third summit see people’s living rooms as a viable place to engage consumers.

While the latest summit focuses specifically on whisky distillers, brand marketers and retailers, the findings are transferrable.

Don’t Be Left Out

If consumers are going to engage more with brands at home, operators must meet them in their living rooms. That means going beyond offering standard delivery.

Obviously, operators need to attract guests to their brick-and-mortar locations. And pent-up demand for in-person experiences is set to explode.

However, that initial explosion in traffic will eventually taper off, and more quickly than we think. That gradual slow-down will make digital engagement crucial.

This industry requires adaptability and agility to survive and thrive. Operators and their teams will need to focus on social, YouTube and webinar-style engagement to engage with current and new customers.

Bar team members who want to participate can share recipes and techniques via live videos. Of course, kitchen team members can do the same.

Scheduling digital events—guided tastings and cooking classes—can also draw customers. Operators should just make sure they don’t give too much away to their audience so they’ll feel compelled to visit in person as often as they can.

Succeeding with these events opens the door to potentially lucrative collaborations. Operators should reach out to brand partners for branded, themed events.

With enough lead time, packages can be put together and delivered with partner help. Of course, in “help” in this context means “dollars and/or product.”

You’ll never know what support your partners are willing to provide if you don’t ask.

Image: Boozy Events on Unsplash 

LinkedIn logo with blue background
by David Klemt David Klemt No Comments

Why Hospitality Pros Need LinkedIn

Why Hospitality Pros Need LinkedIn

by David Klemt

LinkedIn logo with blue background

Contrary to popular opinion, LinkedIn isn’t just for serious and stuffy executives and “corporate” types.

In our view, all hospitality professionals should be building networks on the platform. Nobody in this industry is “just” a restaurant or bar worker—everyone is skilled.

When it comes to hospitality, anyone passionate about their role and interested in moving up is a professional.

Foodservice Jobs are Real Jobs

Just about everybody who works in a restaurant, bar, nightclub, lounge or brewpub faces this disrespectful question:

“When are you going to get a real job?”

One-third of Americans get their start in the workforce with jobs in foodservice.  In America, nearly half of adults will work in the industry at some point.

The first job for roughly one-quarter of Canadians is in foodservice.

Some people work in the industry to pay their way towards a degree. Some work in restaurants or bars while they hunt for jobs in their chosen industry. In some cases, people realize hospitality is their calling and they remain in the industry.

The point is, jobs in hospitality are real, skilled jobs. In other words, this is a real job.

Transferrable Skills & Opportunity

The skills hospitality professionals learn are valuable to more than just employers within the industry.

Leadership, teamwork, customer service, conflict resolution, crisis management, sales, marketing… These are just a handful of the skills companies in other sectors seek out and find valuable.

Further, a LinkedIn profile is valuable even if one isn’t looking to change jobs. Just filling one out effectively speaks to another important, transferrable skill: attention to detail. The same goes for building a resume that illustrates an understanding of transferrable skills.

Also, hospitality is, by its nature, a connected and engaging industry. It only makes sense, therefore, that hospitality professionals in all roles should have LinkedIn profiles to connect with one another and people in other industries.

One never knows where the next opportunity will come from.

Stay Informed

Generally speaking, Instagram is great for sharing memes and photos. Twitter…well, Twitter is often described as a chaotic dumpster fire.

Facebook has groups and there are people who present a professional image on the platform. However, LinkedIn is laser-focused on bringing professionals across several industries together.

Because of their approach, LinkedIn helps facilitate conversations about topics related to a vast array of sectors. People who take their careers seriously—whatever they may be—will likely find value in a platform not dominated by photos, memes, and users seeking nothing more than clout.

It’s common for LinkedIn users to share professional advice, company and career wins, and reports loaded with industry data.

Let’s Link

Connect with Doug Radkey, David Klemt and KRG Hospitality on LinkedIn today!

Image: Alexander Shatov on Unsplash

by David Klemt David Klemt No Comments

How Not to Handle a PR Crisis: Boston Market

How Not to Handle a PR Crisis: Boston Market

by David Klemt

So, you boasted about a significant boost in sales linked to one of America’s biggest holidays and then under-delivered to a catastrophic degree.

What do you do?

Certainly not what Boston Market did and is still doing: Proceed with your Thanksgiving-themed social media campaign and remain silent on your reported failures.

Last week, on Thanksgiving Eve, Randy Miller, president of Boston Market (which reportedly received a PPP loan of $5-10 million), told CNBC that Thanksgiving sales were up approximately 172 percent compared to 2019.

There are 346 Boston Market stores in the United States. Pop open Twitter, search “Boston Market,” and check out the tweets from about November 21 to today.

Twitter users, some of whom claimed to have spent $300 or more on preordered and prepaid Thanksgiving meals prepared by Boston Market, experienced a range of issues when they went to pick up their orders.

Tweets and reports abound of Boston Market customers experiencing one or more of the following:

  • Waits of up to three hours (if not longer). In a pandemic. On Thanksgiving Day.
  • Incomplete orders. Supposedly, this was due in some situations because walk-in guests were permitted to place orders they received before those waiting in line for preorders which, again, were paid for in advance.
  • Unprepared orders. Some Twitter users claimed they were given frozen or raw items to prepare themselves.
  • Missing orders. There are claims that some customers arrived to pick up their orders only to be told it wasn’t there.

Of course, that’s not the complete list of issues reported by Twitter users. Other tweets—and there are a lot—claim that people placed preorders, paid for them, and then received messages canceling their orders. Some of those cancellations allegedly occurred on Thanksgiving Day—and without refunds.

And what has Boston Market done so far? Continued to tweet on Thanksgiving, Black Friday and the following Sunday. Those tweets are still up, with a November 29 tweet about the final day of their Black Friday deal being the most current.

At the time of publication, there’s no tweet addressing Boston Market’s apparent Thanksgiving debacle. But there are plenty of replies with messages like this from one user:

“It’s not a happy thanksgiving when you tell us to wait in a very long line our Thanksgiving order that WE PAID $140 – and we’re here during our window.”

And this one, from a user who shared an image that purported to be of their $175.30 order:

“I’d be thankful if I could have waited in line for 2 hours to pickup our family’s Thanksgiving day meal. Unfortunately, the food was paid for, but never delivered to us. We’ll be eating sides from the grocery. Thanks Boston Market.”

The situation is no better on Instagram, with one user there commenting, in part, “Boston Market has taken NO RESPONSABILITY for the Thanksgiving disaster.” (Emphasis theirs).

Perhaps Boston Market is addressing or has already addressed affected customers offline. Perhaps some of the tweets weren’t real and posted by trolls doing their troll thing. Not everything, it turns out, on the Internet is real.

Boston Market still needs to release an official statement addressing what happened to many of their guests on Thanksgiving. That statement needs to be accompanied by social media posts.

How negative an impact Boston Market’s silence will have on their bottom line moving forward remains to be seen. However, as most owners and operators of customer-facing businesses know, an apology and offer to make things right goes a long way. Simply acknowledging a problem occurred and vowing to look into it can keep a bad situation from devolving further.

Saying nothing? Not a winning strategy.

Photo by Sara Kurfeß on Unsplash

by David Klemt David Klemt No Comments

How to Address Temporary Restaurant and Bar Closures: 5 Social Media Examples

How to Address Temporary Restaurant and Bar Closures: 5 Social Media Examples

by David Klemt – 12/1/2020

Repeated restaurant and bar closures have, tragically, become a hallmark of 2020.

Operators have had to learn how to communicate closures to potential indoor guests, as well as delivery and takeout guests.

For most operators, the possibility of closing their doors—temporarily or otherwise—has moved well past “if” territory. At this point, it’s not even a question of when a restaurant or bar will have to close, it’s a matter of when it will happen again.

There are a few reasons a F&B business will have to close due to the Covid-19 outbreak: official mandate, reduced indoor and outdoor dining capacities, and voluntary temporary closures.

Mandated closures are, on the surface, straightforward. Government officials decree that certain types of businesses must close their doors by a specific date and time, and owners are expected to comply.

Closures induced by capacity restrictions are less straightforward. It has become woefully apparent that most lawmakers don’t understand (or don’t care) that at a certain threshold, reducing indoor and outdoor dining capacities is as good as forcing a restaurant or bar to close; the value proposition of remaining open simply isn’t there.

A voluntary temporary closure can come about because of capacity limitations, but they can also be the result of other factors. A significant workforce reduction, lack of traffic, rising costs of goods, or an internal Covid infection.

The stark reality is that the likelihood today’s operators are going to have to craft social media posts and emails announcing temporary (and possibly extended) closures is anything but slim.

Below are four examples of effective closure announcements that bars across America have posted to Instagram recently.

Machine, an upscale cocktail bar and restaurant in Chicago, made the difficult decision to close their doors to in-person dining guests throughout the remainder of 2020. The post addressed the reason for the decision but made it clear that Machine would continue to operate for delivery and curbside pickup orders placed online. Community health and safety was held up as a priority, and though the news was disappointing and no doubt difficult to break, Machine’s post was positive.

Award-winning Chicago cocktail bar Lazy Bird, located in the basement of the Hoxton hotel, was forced to close due to indoor dining restrictions. The post image was short and to the point, with the caption explaining in detail why the bar was closing temporarily. Lazy Bird is part of the Boka Restaurant Group and their post included a call to action for people to support venues within the portfolio that would still be able to offer outdoor dining, delivery and takeout.

Three days ago, award-winning restaurant Compère Lapin announced a temporary closure due to a team member being exposed to Covid-19. Like the Machine post, Compère Lapin’s message explained their decision was based on safety. Similar to Lazy Bird, the restaurant urged guests to visit James Beard Award winner Chef Nina Compton’s other restaurant, Bywater American Bistro (BABs).

In Woburn, Massachusetts, just ten miles northwest of Boston, the Baldwin Bar alerted guests to their temporary closure because a staff member tested positive for Covid-19. The message, like that of Machine’s, was transparent, straightforward, reassuring, and positive overall. Not only did the Baldwin Bar share that the venue was undergoing a deep clean, they named the company tasked with providing the service.

The Baldwin Bar, thankfully, got to post the following message a little more than a day after posting their closure announcement:

Operators who find themselves in the terrible and frightening position of having to announce a temporary closure would do well to follow the examples above. While hope isn’t a viable business strategy, a hopeful tone can help garner support from the community.

Equally important are an emphasis on health, safety and cleanliness so guests feel comfortable placing orders for delivery and takeout, and returning when the doors open once again. As difficult as it may be when faced with closure, focusing on the well-being of the guests can help ensure there are guests lined up upon reopening.

Image: Photo by Kelly Sikkema on Unsplash

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