This past week changed how I see my restaurant. Two MSRs, mystery shopping reports, for those not in the business and a third meal that turned into an impromptu evaluation because the experience was just that good. Walking out after each one, I couldn't shake the feeling that we're sitting on a goldmine of opportunity that most operators are either ignoring or doing half-heartedly.
Let me be straight with you...when was the last time someone who truly understood your business sat in your dining room and gave you real feedback? Not your buddy who always says everything's great. Not your aunt who thinks the portions are too small. Not even your most vocal regular who's been coming in for fifteen years and orders the same thing every time. I'm talking about someone who knows what to look for, how service should flow, what your menu is really saying to first-time guests, and whether that smell hitting the door is working for you or against you.