Restaurant Notes

Changes in Marketing for the Restaurant Industry

Tuesday, April 17th, 2012

By Harris Eckstut 

The restaurant business is a retail business – the one major difference, however, is that we manufacture the product as we sell it.  Most marketing and merchandising rules and concepts of restaurants are therefore based on retail models.

When it comes to dining, our tastes as a culture are always changing; much like the style of the clothes we wear.  Accordingly, restaurants should always be one step ahead of the game in taste, service, and marketing. 

Certain segments of the general public may think blue jeans are always in style and acceptable, so the good old-fashioned staples of diners and burgers joints will always be in fashion.  However, those wanting to bring in customers based upon innovative trends must have the edge on new concepts and promotional ideas.

In the past few years, cyber marketing – especially to the younger generation — has become the most dominant form of out-of-store promoting: Facebook, Twitter, and the all the other Internet stuff we old folks don’t quite understand yet.

Here’s a classic example of today’s marketing for entertainment in restaurants and bars:  In the old days, restaurant and bar owners would listen to the band, track a its previous performances, determine whether it was popular enough to bring into the his/her restaurant/bar and then pay for ads in the papers, print and distribute flyers, etc.  Today, bar and restaurant owners will ask the band to justify their popularity by sharing how many people it has on its Facebook.  If the desired critical mass is insufficient, the bar owner doesn’t even bother to hear the band play before saying, “No.”  If it does have the minimum – let’s say 1,000 – then he or she will listen to the demo or see the band play to determine whether it would be the right fit.

Marketing expenses is an all-inclusive line item. For most table service and quick service restaurants, the rule of thumb for a marketing budget is 5% of sales. I no longer call this line expense “advertising”.  Nowadays I try to stay away from that term because it has the connotation of expenditures for paying for the traditional media of display print, radio, etc.  And, although these “advertising” expenses are a part of the marketing expense equation, for restaurants – because of other promotional expenditures – it is limited.  These other costs would include maintaining the website, cyber communications, and coupons/discounts/comps.

Usually for table service restaurants, and especially bars, the largest component of the 5% marketing line item expenses are the coupons, discounts, and other “freebies” we in hospitality “give away.”  They are a critical component of promoting the business, but must be monitored carefully before one winds up paying people to eat and drink for “free” in your business.

These “freebie” expenses are dollar for dollar line item expense.  Do not fall into the illogic of thinking that the hamburger only costs 25% – the price to you of the meat and roll – of what you charge for that burger.  All the other costs of servicing that hamburger to the customer are always in place:  the costs of the cook, server, dishwasher and server, the utilities, the rent, the insurance, etc., etc. 

To further explain: A salesperson for a discount coupon book pitches his “book” by telling you that a $10 coupon only costs you the $3.00 for the food. He/she is very wrong.  The $10 coupon costs you $10 – unless you have a profit margin of 5 or 10% — then it costs $9.90 or $9.95.  Always remember that the costs of labor, utilities, rent, insurance, and all the other costs of doing business are connected to an item such as this discount coupon.   So, if the ad costs you more than 5¢ or 10¢ a person, you are paying the customer to eat at your restaurant.

The other way to look at it  – especially if you have a Chef working on a bonus by meeting the food cost budget -  is “don’t charge (blame) the Chef for your marketing and advertising expenses.”  (He or she is already temperamentalJ)

The Gourmet Truck Business

Tuesday, February 14th, 2012

 By: Harris Eckstut 

Co written by: Patrick O’Rourke, a restaurant operations specialist and teacher, one of the founders of the upcoming Philadelphia Mobile Foods Association.

Taking it to the streets:

In the world of business, there is more than just taking one’s passion and opening one’s business doors – or in this matter, opening the truck window.

The Gourmet Truck business is one of the hottest areas of growth in America. Take for example Quick Service Restaurant’s take on the Food Bicycle http://www.qsrmagazine.com/consumer-trends/food-bikes-could-be-hottest-new-trend?microsite=595+4113 

While very popular in California and warm weather climates, Gourmet Trucks are now moving into the chillier climates. The new wave of high quality coming out of food trucks has brought upon us the great delights of talented young folks of all backgrounds finding their passion of putting food service on wheels.

With the growth of a new area of any industry, there are many new challenges created because of government enforcement of outdated codes of rules & regulations specific for different types of businesses, implementing funding and lending applications that don’t fit the new needs, marketing challenges, and many other aspects of business where square pegs are trying to be put into round holes.

Surprising Roadblocks:

At first one would think operating a food truck might be less expensive than a bricks & mortar restaurant. Oftentimes this is not true.

One example is that many health departments might not approve the gourmet food truck for use unless the business produces it’s food in a health department approved commercial kitchen – i.e. – bricks and mortar. 

And since trucks are on wheels and park on streets, there are new governing bodies besides the business code department (L&I in Philadelphia) and the local health department that become involved including:

  • the local streets department 
  • state motor vehicles
  • local traffic police
  • possibly state department of transportation, etc. etc., etc. 
  • If selling pre-packaged items produced by the operator, then there is the State Department of Agriculture and/or Federal agency or two. 

And, I can almost guarantee there is no one out there in the governing agencies reaching out to other agencies in hopes of coordinating efforts to help the individual businesses find their way through the maze of laws, codes, rules, etc.

Worse, these regulating authorities are being guided in their enforcement by codes that were made long before business/liberal arts/culinary schools grads began to create and invent the newest of gourmet culinary concepts to travel and cook on wheels. 

Where is the Map?

From these and many concerns not only by the business owners but also the public that follows its favorite “truckees” as well as agencies empowered to protect the public, Mobile Food Vendors Associations (a/k/a Food Truck Associations) are forming throughout the country.

In Philadelphia, The Philadelphia Mobile Food Truck Association – http://phillymfa.org/ is in its formative stages under the leadership of Dan Pennachietti of Lil Dan’s Food Truck and Andrew Gerson, of the soon-to-be Strada Pasta truck.

Since December the Association has been on the fast truck-track expecting its incorporation by the first week of March and by mid-Spring to be in full gear working. The Truckees and others associated in the gourmet mobile food industry will be leading the way in mediating issues of code enforcement and regulations, parking locations, communicating among the truckees with their loyal followers andwith regional event organizers, as well as promoting this new and exciting way of enjoying the streets of Philadelphia.

How to Control Liquor Costs

Monday, January 16th, 2012

By: Harris Eckstut 

January 16, 2012

I am often asked from restaurateurs as well as restaurateur wannabes and investors and lenders, “How does one control the liquor costs in a restaurant?”

There are numerous answers:

The business can hire spotters to make sure the bartenders are pouring properly and are also putting the payments in the register and not “somewhere else,” and that when the server gets a drink from the bartender, he/she has a corresponding receipt from the POS system. 

There are measuring standards with shot glasses, lines on the wine glasses, even automated pourers.

Another function of cost control is the appropriate pricing. 

You can be watchful of everything your bartenders do with have the spotters, etc., etc. and still have high liquor costs.  How?  Simple: because the price you entered into the POS system is wrong.  You got to make a regular check to make sure that this has not happened  or there hasn’t been a glitch or otherwise where the pricing on the computer changed (by any which way) and that $6 glass of Guinness is 60¢!

Management needs to review that the drinks and wine are being priced properly and that the POS register system is programmed right – i.e. someone checks that the price was put in accurately and not “accidentally” changed.

We must understand, that when it comes to lack of honesty no matter in what walk of life there is the old maxim: “Where there is a will there is a way.”

One thing that is very hard to fool is the real “numbers” i.e. – how much was taken in revenues as compared to how much liquor used.  Today’s computer systems make it a much simpler process.  Count the inventory once a week.  Subtract it from the previous week’s inventory then add the difference to your purchases and divide by your sales.  There are no special tweaks, etc.  Just plain old “figure out the product costs of selling alcoholic beverages.”

But even with the most sophisticated and detailed of accounting systems, one must understand that there can be a “way.”  Most of a bartender and/or server’s income come from the customer “tips.”  Good bartenders can make there tip income by having a good personality, looking good, paying attention to the customer, and giving old-fashioned good service.  But, there is also the “other way” – “overpouring” – i.e. giving away the restaurant’s liquor to a friend/big-tipper.  You ask, “but if the liquor costs are in line, how can the bartender be “stealing” the liquor for his/her friends?”  Don’t necessarily be comforted with tight financial oversight.  A classic way for a bartender to overpour at the bar for tips and still meet the budgeted cost controls is by “short-pouring” the dining room customer that isn’t tipping him.  This will often cost the business an unhappy customer that will not only not return again but will tell dozens of her friends about how she got cheated on her drink while dining.           

In the final analysis, or better still, “the moral of the story is:” a restaurateur controls the business’s liquor costs by ALWAYS being “WATCHFUL AND VIGILANT”!

 

The Miracle of the “Point of Sale” Register

Friday, December 2nd, 2011

By: Harris Eckstut, Restaurant Consulting

When the first “computer register”- what today we call a “point-of-sale” register system- first became available, I was ecstatic.

My ecstasy:

-A machine/computer/calculator would now price and total the customer’s checks!

I would no longer be dealing with the problems of servers putting down the right prices for the food and drink items ordered. I would not longer be dealing with the problems associated with them calculating the correct tax. And even more wonderful- the check would be totaled properly. This was truly “modern times”. These items alone made the purchase of the register a profitable investment. 

There was additional value in this registers, not only with cash controls, but operations as well. Such as:

-The cook, including myself, could now read everyone’s handwriting!-No more of the impossible to read beautiful, floral cursive of the Catholic school girls.

-The servers became so much more efficient in their service to their customers that they could wait on up to 50% more customers, and they did a better job! (Better tips for them, better labor costs for me!)

-There would be no more of this classic inefficiency of service of giving the customer the bill:

After the customer asks for the check, the server runs into the back of the restaurant to look up the menu prices and then puts right-or possibly wrong- amounts onto the guest check and then totals them up on the adding machine (calculators had been invented, but were $100 and the batteries were always running low). Meanwhile, the server has neglected her other customers because she was so anxious about getting the prices right or not figuring out the 3% sales tax or adding up wrong because she would have to pay for the mistake that the owner’s grandmother would find while sitting in the back of the restaurant, like Madame DeFarge, on her adding machine.

-And the bartenders no longer had carte blanche to decide how much to charge each customer, at the bar or tables- for “well” or “top shelf” drinks. Inventory controls back then? Simple! Count the inventory dollars each week, total the purchases and divide by sales. And, if the liquor costs were too high for too long, it would be time to change bartenders. Forget about knowing if he was pouring single malt scotch and charging “well” scotch prices- or any other kind of brand name inventory controls.

With the ever-growing technology in POS register systems, we are ever increasingly reaching new milestones in cost controls, savings, and service.

In 1980, when one got a credit card for payment, the server and/or manager would run into the back and find this month’s bad credit card pamphlet to check to see if the card might have been stolen over a month ago; anything more recent and there was no information available. Then, if it didn’t have a matching number, sort of like your modern day checking of your lottery ticket numbers at the deli- you would insert the card on a credit card issued slider mechanism with a special multi-part paper that would imprint the name of the purchaser. (You always had to be sure you changed that date on the machine! And you could read the imprint of the name that was often worn our from extra use). The person would sign, and then the business owner would collect all of the week’s receipts, total them up, drive to the American Express office in Bala-Cynwyd, PA, wait for the clerk there to check the tickets, and then finally issue you a check that would take a week to “clear.”

Fast forward to today: now the server takes the card to the POS station which is on the dining room floor in an area for the server to watch all of her other tables and slides the credit card through the terminal itself which almost always gives immediate approval, so the server can bring it back to the customer who now is no longer late for the play, movie, meeting, or other special event.  (And we restaurant owners get the table turned faster and our money in 24 hours!!!)

Accounting-wise, the POS is now feeding almost all the information for the business’s “general ledger.”  Today, it is to the point that the once necessary 5 days a week bookkeeper has been reduced to the 3 hour a week bookkeeper.  How much money is that worth?  And what almost immeasurable additional value is there for eliminating many of the unavoidable human mistakes? 

With this readily available info, today at our weekly manager meetings we can discuss weekly sales and costs  – accurate ones! – as well as other vital information.  So we can address problems in a timely – and oftentimes business saving – manner. 

In reviewing business plans, I counsel lenders and investors to take special note to insure that there is a Point-Of-Sale register system in the operational plan and included in opening expenses.  I give advice that the POS system is as vital a piece of restaurant equipment as a grill and dishwashing machine! – which reminds me:  do you want to know what the restaurant business was like before the invention of the commercial dishwashing machine?

 

The Restaurant Lease: More Than Just Numbers

Wednesday, November 9th, 2011

Negotiating a lease- especially in the restaurant business- involves a lot more than simply asking, “How much?”

First, we need to understand that as a real estate professional, your landlord speaks in receiving “dollars per square foot.” We, are retailers, pay the rent in dollars and cents (sense?!). Though similar, they are not the same thing.

For instance, lets imagine two restaurants of the “same size”- first, a 2,000 sq. ft. space in a mini mall- Exhibit A- with a rental of $20/sq. ft. and a CAM (Common Area Maintenance) $5 sq. ft. space where the landlord provides toilet facilities in the common area.

Compare this to another restaurant property of 2,000 sq. ft. that is independently standing-Exhibit B-and a rental of $15/sq. ft with a Triple Net (building insurance, utilities, taxes, etc.) that is estimated to be about $16,000 a year.

On the face of it, it looks as if the second example-Restaurant B-is 25% less expensive for the property. But, when we investigate the “whole deal” and do the math, the two properties take on a different look- and outcome.

The first thing to remember is that restaurant revenues are driven by the amount of people who can be served- i.e., the number of seats for dining. The more seats, the more customers can be waited on, the more income and potential for greater profits.

Keeping this in mind, when renting out a property, you must count how many people you can serve at one time. It is not necessarily true that the larger the property, the more people can be seated. This is clear for Restaurant A versus Restaurant B.

Bathrooms are a necessity in restaurants, almost every customer will use them and they are regulated by building codes, but they do not bring in revenue. A handicapped bathroom could be the equivalent of 7-8 seats! So, if your restaurant doesn’t need two  handicapped bathrooms- i.e. it’s in the common area- you can have 15 more seats than an equivalent sized restaurant. Besides paying “per square foot” and “total dollars” for rent, insurance, taxes, etc., you need to count up how much the business will pay per year in dollars per seat.

*If you don’t have floor plans or an existing restaurant on the property to count the seats, then you can look up industry standards for seating per square feet in the dining area according to the relative concept.

It winds up that the lease for Restaurant A is a much better deal than the one for Restaurant B. Lets do the math:

“A’s” rent and CAM fee would total $50,000/year for the restaurant space. Not needing to take up valuable square footage with two bathrooms (one being handicapped),  this property will have an estimated 80 seats. This means it will be paying $625 for seats in rent per year.

“B’s” rent and Triple Net fee would also total $50,000/year. But, having to put in two bathrooms- in this instance the municipality requires two handicapped bathrooms- the seating capacity is reduced to 65 seats. Yes, you will lose nearly 20% of the seating capacity. (The square footage needed for the bathrooms will come out of the space allocated for dining). This means “B” will be paying $770 for seats per year, nearly $150 more than “A”.

“A” will produce a greater revenue than “B”! If the two businesses have the same concept, with the same price points, the revenues can fall short by up to 20%. If the “check average” of the business is $30/per person and the business is open 350 days a year and has one “turn” of the seating each day, then the seats in both restaurants will be $10,500 for each seat. Since “A” has 80 seats, then the annual projected sales revenue for the dining room is $840,000. Since “B” has only 65 seats then the annual projected sales revenue for its dining room is $682,500.

The percentage costs of operations for the rent of “A” would be 5.9% of sales- a good solid industry standard for profitability. The percentage cost of operations for the rent for “B” would be 7.33% of sales- if coupled with a significant debt service (loan to open and operate the restaurant).- would create a very high property cost percentage that could make the restaurant’s profits- even if it is controlling its entire operational expenses professional- marginal.

You, as a restaurateur, are not very often called upon to have expertise in real estate matters. Lacking the experience necessary in negotiating with a real estate professional can have momentous significance for many years- for a long term lease it can impact negatively for over a decade. For this reason you need to contract with a professional in the field, most often a lawyer/business advertiser with real estate leasing experience and knowledge.

Another major non-rent sq. ft.  issue of significant importance to the success of most restaurants- especially outside of New York, San Francisco and a few downtown areas of major cities- is PARKING.

Whether your restaurant is located in a strip center or has access to a municipal parking lot or the property is owned by a landlord or the near-by parking property is owned by others, you the restaurateur must have a clear understanding of the parking availability (and cost) for you and/or your customers. If this asset has some relationship to the landlord, then it is critical to define it in the lease. You don’t want to have parking for your customers one day, and then have the availability diminish.

Some municipalities will demand that the restaurant define where its customers can and will park. Often times, with limited identified parking, seating capacity will be restricted. 

This is part of the negotiating process and if not included in the CAM fee, the cost of parking for your customers becomes another business expense that should be considered either as part of the “rent” or “marketing”.

Another non-monetary aspect of the lease is zoning. I advise all of my clients to insist on a zoning contingency in the lease, because if your business is not a “conforming use”, the legal costs of a variance and the time lost getting “zoning use approval” can be unexpected and devastating. The process of use variances by its very definition of being “public” must take the months needed for hearings, meetings, response periods, etc. Even if the landlord, lawyer and/or broker tell you that your business is a conforming use, insert this clause.

If they are so certain that what you intend to do is “legal”, then why would then have a problem with its insertion? If they insist on not including it, then there may be something fishy about their assertions that your intended use is legal, and I would suggest you walk away from a suspicious deal.

Additionally, in any lease there are many, many more costs involved in complying with the terms besides rent payment. Oftentimes it is a long document. You will also note that a lease is written in “legalese” to the point that only a few “laymen/laywomen” without a law school background can understand. I include myself in the category of those who would need help with interpreting this language.

An example of these operational costs required in the lease is the amount of liability and fire insurance. These requirements will vary from lease to lease, and location to location. More often than not, these are very significant ongoing expenses.

Finally, there is the term of the lease, which can take on a number of structures with various options, etc. However, the one thing it cannot do for the leasee (i.e. you, the tenant) is take on the structure of a short-term lease. To me, a short-term lease is an aggregate of 5 years or less. I have a saying about short-term leases, “There are only two things that can happen. Both are bad. You don’t do enough business and go out of business. Or, you do a lot of business and the landlord raises the rent so high that you can’t afford it and you go out of business.”

The moral of the story: When looking at a property to rent, don’t just ask “how much?”… ask these instead:

What about the term?

What does the CAM fee include?

What is the zoning use?

Where do my customers park?

What are the signage restrictions by the landlord? The municipality?

 

By: Harris Eckstut, Restaurant Consultant, Eckstut Consulting