The Restaurant Doctor - Electronic House Call

ELECTRONIC HOUSE CALL - July 28, 2000

BUONA SERA
It is already early evening here in Umbria -- our last night in this delightful corner of the planet. Tomorrow we head for the northern lakes, then to Washington, DC and finally home. Travel is wonderful but getting home is still special.

Thanks to those who have written to let me know that you have been reading the daily diary. It's helpful to know that it is not a futile effort. For those who have not checked it out yet, there is a daily report, along with pictures, of where I have been and what I have learned -- definitely a lesson in paying attention to life.

The lesson of the trip last week was a reminder of the importance of personal connection in establishing repeat patronage. This week I have been reminded that no matter how much we whine, the US restaurant industry still has it all over most of the rest of the world. I remember reading an article in Nations Restaurant News 30 years ago that said the export that the US doesn't know it has is foodservice knowledge -- Americans understand foodservice in a way that nobody else in the world seems to.

Restaurants here do not seem to have any sense of table turns, making personal recommendations, replenishing drinks or any of the practices most of us take as second nature. Not that I would change the way things are done here, but were the local operators to approach their work with a different understanding, they might find a way to maintain the spirit, make more money and work less.

So first my thanks for being part of the best business in the world and for helping advance the frontiers of foodservice understanding. (If you weren't interested in stretching your thinking, I doubt that you would continue subscribing to EHC.)

But secondly, a little introspection: From what understanding do you approach your work? Are you only as good as you need to be . . . or are you as good as you can possibly be? When was the last time you took a chance and tried something new? It is easy to get tired and use that as a way to justify complacency . . . but the world (and the market) marches on . . . with or without you.

Ciao!

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