Restaurant Unstoppable with Eric Cacciatore 521:What to do When the Customer is NOT Always Right with Phoebe Martinson
Hailing form Olympia, WA, Phoebe Martinson fell in love with industry in sixth grade while on a elementary school field trip to a local bakery. Upon graduating high school Martinson enrolled at South Seattle Community College's Culinary Arts program, and has never looked back. After working in Seattle and Los Angeles Kitchens, Martinson returned to Olympia Washington to Raise her family and begin her culinary instructor career. Martinson instructed until 2012, at which point she fulfilled her dream of owning her own pastry shop. In 2016 the Martinson's opened their second location.
Show notes… Favorite Success Quote or Mantra."If I wouldn't sell it, we're not going to buy it."
In today's episode with Phoebe Martinson, we discuss:
- Not half-assing your work and doing it right the first time.
- Maximizing available space for guests, not employees.
- Creating a culture where, "thats not my job doesn't" never gets spoken.
- Why it is important to cross-train.
- Learn ingsomething from every job you have, but you'll learn more if you're open to it.
- Advice on working with contractors.
- What to do when your guest is not always right.
- What Phoebe did differently than the two restaurants that failed prior to her taking over the space.
- Showing an sharing your excitement to live out your dream.
- How saying hello and goodbye to your guest doesn't matter if it is not done in a sincere way.
- How to transfer sincerity to your employees.
- The process for creating processes and systems in your business.
- How "yes" is always the answer, unless yes means getting out of your lane, because being a specialist is far more impactful than being everything to everyone.
- Opening locations 2, 3, and 4 near by so you don't have to compete with others.
- The challenges of bringing on a business partner who is also your own child.
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Knowledge bombs- Which "it factor" habit, trait, or characteristic you believe most contributes to your success?
- Mind over matter.
- What is your biggest weakness?
- Sugar.
- What's one question you ask or thing you look for during an interview?
- Just chat with people like you would anyone else. Get to know them.
- What's a current challenge? How are you dealing with it?
- Balance.
- Delegating more.
- Share one code of conduct or behavior you teach your team.
- Move with urgency.
- What is one uncommon standard of service you teach your staff?
- Be sincere.
- What's one book we must read to become a better person or restaurant owner? GET THIS BOOK FOR FREE AT AUDIBLE.COM
- Share an online resource or tool.
- What's one piece of technology you've adopted in your restaurant and how has it influence operations?
- If you got the news that you'd be leaving this world tomorrow and all memories of you, your work, and your restaurants would be lost with your departure with the exception of 3 pieces of wisdom you could leave behind for the good of humanity, what would they be?
- Do what you love.
- Surround yourself with good, healthy people.
- Have some fun.
Thanks for Listening!
Thanks so much for joining today! Have some feedback you'd like to share? Leave a note in the comment section below!
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Huge thanks to Phoebe Martinson for joining me for another awesome episode. Until next time!
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