The restaurant business is notoriously fickle, with an average eatery lasting only a couple of years before closing up. So, then what makes for success in this difficult industry?
We asked five of Harrisburg’s long-time, most respected restaurateurs for their opinions. Looking back, what has been the most important factor in your success? Photography by Dani Fresh, danifresh.com.
Tom and Amy Scott / McGrath’s Pub
Unlike for most occupations or professions, the “School of Hard Knocks” is the best education for the food service industry. You learn as you go and hope you are blessed with good role models.
You have to be cut out for this life. Only crazy, uneducated, socially awkward people are stupid enough to do this for a living. I’m speaking for myself, of course.
All kidding aside, it’s all about relationships with our guests, striving everyday to keep our food the best quality, the restaurant spic-n-span, be committed to running a solid business, being patient, being realistic and remembering to stick with what works. And above all, know your limitations. If you can’t execute all of the time, every day, then don’t do it.
Try not to get caught up in what the “other guy” is doing, just stick to what you do best. Common sense tells me that things are “good” when our neighbors are doing good business. Common sense tells me that when “Harrisburg” is doing well, we all have an opportunity to do well.
Angelo Karagiannis / Zembie’s Sports Tavern
The most important factor in the success of Zembie’s is by far my STAFF! Twenty years ago when I purchased Zembie’s, I worked around the clock expressing my concerns and objectives to front- and back-of-the-house employees. These key employees are still with me.
Another factor is that Zembie’s is a small place with a reasonable rent which allows me the ability to manage the ups and downs of this fickle business. However, as new places come and go, my staff remains.
Regulars and the support of restaurant employees in town have given us the feeling of a “Cheers.” And we are proud to have that feeling!
Char Magaro / Char’s at Tracy Mansion
Char’s Tracy Mansion’s success is due to:
- We offer an overall dining experience that is unique for this area.
- We strive to exceed people’s expectations.
- We deliver a “product” (atmosphere, service, menu) that makes our guests feel special.
Nicholas Laus / Café Fresco and Home 231
When someone leaves my restaurant, I want them to say “WOW.”
There are many dynamics that go into attaining and maintaining that “wow” factor. The restaurant’s atmosphere serves as the first impression for the customer—and it should be a unique concept with strategically planned lighting, music and décor. Though the fundamental theme may remain unchanged over time, I’m always visiting other establishments in search of innovative new menu, service and design ideas to incorporate into my own businesses.
Next, customers will meet the staff, whose importance I never underestimate. Wait staff in food service are your salespeople, responsible for marketing and selling your menu. Image is crucial, along with a welcoming personality that allows them to socialize with customers and offer menu suggestions. Getting someone to try something new that they love is a great way to encourage repeat business.
I want customers to be impressed by the food presentation and then wowed by the taste. The menu should be balanced, fun and exciting—continuously evolving and offering new dishes for patrons to explore.
Lastly, I strive for customers to be wowed by my restaurant’s atmosphere, service and menu every visit. Consistency is crucial in this business.
Staci Basore / Mangia Qui, Suba and Rubicon
Success in the restaurant industry can be elusive. Some operators simply want to make a living while others have loftier goals. Regardless of your ambitions, I feel for us that employee happiness is key, coupled with guest satisfaction and, of course, offering a superior product.
