Author : Tommy Yionoulis

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Cool Stuff From the NRA Show

We are having a great time at the NRA Show in Chicago.

Below is a picture of the booth with the food service robot.  The cost is 25K, and it can be trained to do one function. It was cool and just imagine where this tech will be in a couple of years.



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Below is a picture of me on the left, Keith Jones, Executive Chef for Honey Smoked Salmon in the middle and Erik Tversland my business partner at OpsAnalitica.  I worked for Keith in 1994 and 95 at the Metropolitan Club in Denver.  He is one of the coolest guys I’ve ever worked for in the industry.  Wonderful to see him.


Below is a video of a new Budweiser merchandising cooler.  It projects the images from the bottom of the door. It is WiFi connected and will even alert a repair person if it breaks down.  Apparently in a market test it increased sales by 11%.

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Making the Most of Your 30-Day Free Trial – Part 2

This is part II, click here to read part I.

Real World Testing(RWT) is the time to start doing more configuration and adding real data to your test. Keep it to a minimum at the beginning because you aren’t sure if you are going to be using this app in 25 days. If it’s a CRM app bring a couple of contacts in and then work those contacts in your test system and your old system simultaneously. If you are using the OpsAnalitica Inspector you should import your restaurant checklist and inspections into the Inspector.

I told you that nothing is free and for parts of this test you could be spending more time doing things in the old system and the new system simultaneously. It is in your best interest to move fast in evaluating.

As you start your RWT it is a good idea to make a list of Use Cases that your current system does or that you would like your new app to do. Check off those use cases as you go. It adds a little discipline to your test and will help you sell your app and evaluation process to the rest of the team if you choose to move forward.

As your test moves on, and you are more confident that you like what you are seeing you can slowly ramp up your commitment to the new tool by adding more data to it and continuing to configure advanced functionality.

Remember, the goal of the initial evaluation was to move fast and make a quick determination if this tool had a snow balls chance in hell of working for you.  The RWT is about putting the app through it’s paces.

Make sure you are testing with real world scenarios.  Large data sets can expose issues in a tool.  For example when I worked for a large sandwich franchisor we had over 4,000 restaurants. Managing 4,000 locations is more complicated than managing 20 locations. With 20 locations, you could go into each record and update something if there were a change. When you are dealing with 4,000 locations, you need the ability to do bulk uploads.  Look for those types of scenarios in your business and start testing those use cases as your trial continues.

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If at any time during your test you realize that this isn’t going to work for you. Then you should cut your losses and move on. Not to beat a dead horse, cancel as soon as you make the determination that you are pulling the plug.

If you are happy with your results and you are starting to see some benefits of the app in time savings, for instance, you may want to calculate a simple ROI on the app.

A Simple Time Savings ROI can be calculated like this:

  1. Break down the average employee cost to the company per hour.  (you can tack on 20% overhead to their annual salary for taxes and benefits)
  2. Calculate how much projected time is this going to save you in a week or a month.
  3. Then extrapolate that out to all of the people in your organization that are going to be using the app.
  4. Then compare that to the cost of the app and implementation. (this amount might be $360 annually per license multiplied by 20 users + $10,000 for implementation)
  5. Figure out how many months it will take you to start getting a return on your investment.

You can click here and use our busy work calculator to figure out how much time something is costing you.

Here is a Simple ROI example:

Employee Annual Salary $50,000
20 % Employee Overhead $10,000
Total Annual Employee Cost $60,000
Cost Per Hour* $31
Time Savings in Hours Per Week 3
Time Savings in Dollars Per Week $92
Number of employees using app per week 20
Total Annual Savings* $90,000
Total Monthly Savings $7,500
Cost of App per Employee Per Year $360
App Implementation and Training Cost $10,000
Total 1st-year cost of App $17,200
ROI 523.26%
Payback period in Months 2.29
* (based off 49 weeks @ 40 hrs per week)

I will be the first to tell you that this is an incredibly simple ROI calc, if you are a finance person and you want to spend a week building a hyper accurate one, be my guest.

Quick Tip:  If the ROI that you calculate is horrible then you need to factor that into your decision.  Something that makes your life easier but doesn’t add true financial value should be evaluated fairly.  There are other things besides ROI and ease of use to consider, this may be a long-term play to free up resources so they can be directed to other projects or higher ROI generating activities.

Real World Testing(RWT) Decision Time: 

You have tested the app under real world conditions, you have determined that you can or cannot live without certain pieces of functionality or you have found work arounds.  You have calculated an ROI.  Now it is time to decide if you want to move to a limited pilot or cancel the app.

Congratulations, hopefully, this blog helped you make the most of your 30-Day Free Trial. Click here to get our consolidated one page of this blog.

Click here to subscribe to the blog so you don’t miss our upcoming posts on Piloting your new App and Questions to ask your Cloud App Provider.

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Making the Most of Your 30-Day Free Trial – Part 1

As more and more cloud apps are being designed for business consumers, the 30-Day Free Trial is becoming more and more common in the corporate setting. OpsAnalitica, my company, offers a 30-Day Free Trial for our Inspector App.

The Free Trial is not a new concept; it is one of the best sales models for the manufacturer and the customer. The Free Trial thrives in the app economy because there are minimal costs to the app maker for adding one additional customer to their app for 30-days.

The benefit to the customer is you can cut through the marketing hype and use the tool in the real world. It is one thing to see a demo video and in our case it is another to walk around your restaurant with our app on your tablet inspecting your restaurant and recording temperatures.

Quick Tip: Demo Videos, most app companies have a demo video of their software on their site. When watching a demo video be leery of highly produced videos with lots of editing and cuts. A great screen capture video that shows the app working in the real world is better because you see the real user experience.

The first concept I want to cover in Free Trials is: Nothing is ever Free. A 30-Day Free trial isn’t free because your time and attention cost money. When you commit to doing a trial and you put your credit card down the clock is ticking. So you should go in with a plan and an idea of how you would use this tool in your world.

Quick Tip: Set a calendar reminder for 28 days on the day you purchase the free trial. At OpsAnalitica, we email you twice in the week when your card is going to be charged for the first time to alert you to the upcoming charge. Notifying the customer about an impending charge isn’t a law or requirement. Just remember 30 days at work goes by so fast, and we see a ton of our free trials wait until the reminder emails before they even start using the tool.

Quick Tip: Don’t sign-up for more licenses than you need to conduct your free trial. We have people sign-up for ten licenses and then on Day 30 they get billed for ten licenses when they only needed one.

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Free Trial Phases:
You should break your free trial into two phases. Initial Evaluation and Real World Test(RWT). You don’t move into the RWT if the platform doesn’t pass your Initial Evaluation.

Initial Evaluation:

  • The goal is to use all of the functionality of the app with the minimal time investment
  • Don’t be concerned with data quality, look and feel, in this phase.
  • You should try to get through your Initial Evaluation in two to four hours if possible.

I see people making a huge mistake all the time, which is they won’t start testing an app unless they have it configured perfectly with real world data. Configuring takes time.

What I’m saying here is against my self-interest as an app maker. The more time a customer invests in the tool during a free trial correlates to their purchase behavior. A customer puts a psychological value on their time and is less likely to cancel the trial, even if they aren’t happy with the tool because it will look and feel like they made a mistake.

So much of selling is playing on the pride and laziness of the customer.  That is why they will let you mail back the Bowflex for a refund because they know no one is going to pack that bitch back up, and it get it shipped. So as soon as you unpack the Bowflex, it is never going back. The only way you are getting it out of your house is when you sell it for 1/3rd of what you paid for it on Craigslist.

Investing too much time configuring in the Initial Evaluation, is unpacking the Bowflex, and it plays into the hands of the seller.

Using our app as an example, I have test inspections I can load into the Inspector for you. They are full of questions that may apply to your business but more than likely they won’t cover everything you might want to inspect. That is OK. You need to use your imagination, use my preloaded test questions, walk around your restaurant inspecting it and determine if the app and reports could work for you.  There will be plenty of time to conduct real world tests with real data if you proceed to RWT.

The same is true for any other app you are testing, ask the company if they have preloaded data for you to use. Your time is money so don’t waste it data entering when you aren’t sure that you are going to be using this thing tomorrow.

Other Apps:

  • Task Management apps – add two fake tasks to the app and work them to completion before you invest 5 hours moving every task from your current app into that platform.
  • CRM App – Put in your personal contact info and then work yourself through the system on a fake deal before you invest the time to move your entire contact list into the tool.
  • Restaurant Scheduling – Make a fake schedule with a couple of employees and see how it works.

As you are testing make a bullet point list of questions and concerns. If you like the App, then you can contact your sales rep or support and get the questions answered before moving to RWT.

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Quick Tip: In programming going from one to two is harder than two to 1,000. What that means is, if you are testing something always use at least two items in your test. If it works for two test items than it should work similarly for 100 items.

Quick Tip: There is no app that is going to 100% conform to how you do stuff today. The point of bringing in apps is to speed things up and make data more available. Just know that you are going to have to change how you do things a little to work with an app.

When you have gone as far as you can or need to go in your Initial Evaluation, look at the list of questions you have generated and categorize them as Must-haves and Nice-to-Haves. Must-have’s are deal breakers, Nice-to-have’s are “it would be cool if your app did it like this.”

Let’s break the Must-haves concept down a little bit more, because this is probably the biggest barrier I see companies stumbling over. When evaluating functionality you have to clear your mind and focus on the end goal.

As an example: The business requirement is that a customer gets a notification email when a certain action is taken, if there is no way to make that happen within the app. That is a Must-have that is not being met.

If the email notification is sent, but not the way you would ideally like it to happen. For instance: you have to click a button, or it doesn’t go out immediately; then that is a Nice-to-have issue. The business requirement is met just not the way you would have preferred it.

Initial Evaluation Decision Time: You have your list of questions and concerns; you have rated it by Must-haves and Nice-to-haves. You have gotten clarification from the app maker that your list is accurate. Now you have to decide if it’s worth investing more time into testing or should you look for another solution.

There is no formula for the percentage of Must-haves to Nice-to-haves when deciding. It comes down to how many Must-haves are on your list and is the pain of your current system enough that you can live without that functionality.

Quick Tip: Don’t get caught up in the personalities of your company and what you think people will do or won’t do. If there is a strong business case around implementing technology and you can prove ROI, people will adapt.

Over the years, I’ve see so many people not move forward with an app that has proven positive ROI because some guy on their team, Doug, is never going to do that. Just because Doug is an ass head and has managed to stop all progress at the company because he is afraid of technology, the rest of the company shouldn’t have to suffer.

Quick Tip: If you aren’t going to move forward, you should cancel the app immediately before you forget. I cannot stress this enough, make your decision and move on.

I had an employee once that did a 30-day free trial, didn’t like the app, told us all in a meeting that we weren’t going to use it. Then forgot to cancel, didn’t realize that he had forgotten, and we were billed for a month. He had to put that on his expense report to me and tell me how he had made a mistake, and then accounting wanted to know what the charge was for and ultimately we all looked dumb.  Cancel when you decide.

In part two of this blog, we will pick-up on Real World Testing(RWT).  Click here to go to Part II.

Also, in Part II we will have a printable 1 page pdf of best practices.

Click here to subscribe to the blog so you don’t miss our upcoming posts on Piloting your new App and Questions to ask your Cloud App Provider.




Bad Manager vs. Good Manager Part II

Restaurant Managers Without Line Check Technology Are Just Putting Out Fires With Gasoline!

Lexi Without A Line-Check App vs. Lexi With a Line Check App, With OpsAnalitica to the Rescue.

Don’t be embarrassed if the person we describe sounds exactly like you.  Actually, it may be you, but not for long.  You won’t have to read far to see how transformative technology can be to your workday…and your career.

Here’s part two of the Bad Manager vs. Good Manager blog. Part one was posted yesterday, click here to read part one.

The Good Manager

8:03 AM: Lexi the restaurant manager shows up to get ready for putting out 125 meals, the lunch rush just four hours away. She’d already checked in from home with the OpsAnalitica app suite on her iPad to see 100% compliance with the line checks from last night and this morning. All temps checked out. She noticed on last night’s closing walk-through that they were low on Guac.  She sent a digital purchase order to Sysco, and the dispatcher says delivery will be there in 25 minutes.

Lexi is so glad that she didn’t become a nun, as her mom had asked. Shes running the top restaurant in town and had 17 right-swipes since 5pm yesterday.

8:17 AM: Lexi arrives at the location to check the kitchen.  The line cook pours her a fresh latte’. “That’s my thanks for the sharp knives” he says with a wink and a smile.  The previous evening, Lexi had read a comment on her OpsAnalitica line check app that it was time to sharpen the knives.  She’d assigned it to the owner’s nephew Randy, who she just hired. He’s a cute kid with a lot of promise, and always eager to learn a new skill.

Lexi catches a scene from Court TV on the screen above the bar, and she wonders how these criminals get into such trouble, when life is so carefree and fun.

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8:22 AM: Lexi checks her OpsAnalitica app suite on her iPad over a second delicious latte (this one from the wait staff, who didn’t have to fill any of the smalls). OpsAnalitica app suite tells her that all her requests from the previous night had been fulfilled. She hasn’t had any problems with the breakers after the alarm was set, since adding that question to the closing checklist. There was, however, one non-compliant worker, and she texted and email him a message that they needed to talk when he had time.

Lexi simply cant believe how great that latte isthe temp just right. Astounding.

8:44 AM: Lexi gets a text. It’s the board of health and they are pulling a surprise inspection. Inspector wants to meet her in the lobby.  To prepare, Lexi grabs her tablet and pulls her line check report for the past two months.  They show compliance with all health standards.  She even prints out a few Yelp and Tripadvisor comments to show the inspector what customers think of the food.

Lexi had scored 2300 on her SATs and she’d been recruited by Duke and Stanford to study with a leading hedge fund, but shes glad she went into restaurant management. Unfathomable wealth is nothing compared to being in complete control of a top restaurant location.

10:00 AM: Board of health inspector gives her location an A+. He even tells her what a great job her team is doing.

Lexis iPad gets an alert, and she wonders what could be going wrong.  Did OpsAnalitica app suite let her down?  But its yet another compliance report email. Mid-day line checks have been properly performed again. Bathroom inspection reports back spotless, and the server stations are stocked and ready for the rush for 63rd day in a row.

11:00 AM: That cute Sysco truck driver texts to thank Lexi for the Google traffic alert, which she’d sent last night. He’ll be early today.

11:15 AM: First customers arrive.  Location doesn’t open for 15 more minutes, but Lexi and he crew have already done pre-shifts, and everyone is running ahead of schedule. She welcomes the guests.  Turns out they are scouting for a wedding reception, and they love how they are treated special.

12:00 AM: Regional manager calls Lexi all excited, says he’s bringing the chain owner over for lunch. He asks how lunch is going. Lexi says, “Can’t wait. But we are full! Do you mind eating at the bar?”

Lexi leaves a sticky note on the walk-in door: Silk on silk: Thats how smooth this place runs! Thanks everyone! Thanks OpsAnalitica app suite!

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Bad Manager vs Good Manager Part I

Restaurant Managers Without Line Check Technology Are Just Putting Out Fires With Gasoline!

Lexi Without A Line-Check App vs. Lexi With a Line Check App, With OpsAnalitica to the Rescue.

Don’t be embarrassed if the person we describe sounds exactly like you.  Actually, it may be you, but not for long.  You won’t have to read far to see how transformative technology can be to your workday…and your career.

The Bad Manager

8:03 AM: Lexi the restaurant manager shows up to get ready for putting out 125 meals, the lunch rush just four hours away. But as she walked through the door, she thought she’d walked into a frog dissection class at the high school.  She was met with a putrid smell at the door of the walk-in.

Rotten food.

No temp check was run at closing last night, and the breaker on the walk-in had tripped when the closer had set the burglar alarm. All the food has spoiled. Even the hard boiled eggs.

Eyeing the staffing chart from last night, Lexi tries to recall the distinction between murder and manslaughter and which brings a shorter prison sentence.

8:17 AM: “I’m being poisoned!” is all that Lexi can hear the line cook repeatedly screaming. She dashes back to see him rinsing out his mouth. Someone had mistaken his water bottle for the bottle that holds the sanitary solution and filled it up to the brim with fresh bleach. The line cook is staring at the owner’s smarmy nephew, Randy, who no one wanted to hire anyway. The cook eyes the knives but realizes they are too dull to hurt anyone.

Not for the first time, Lexi wonders why she didn’t become a nun, like her mom wanted.

8:22 AM: On the phone to Sysco for an expedited delivery of food for lunch, Lexi has to separate two waitresses who are arguing over who will fill the salt and catsups.  Every single table needs complete restocking. No one ran post-dinner side-work check last night to make sure all the smalls were topped off.

Lexi almost hangs up with Sysco to call the Army recruiter, hoping for a lower stress position in Afghanistan. In active combat.

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8:44 AM: Lexi gets a text from the hostess. It’s the board of health and they are pulling a surprise inspection.  Inspector wants to meet her in the lobby. Now. She sees him holding his nose and writing something on his clipboard.

Lexi thinks back to when her parents urged her to take the SATs seriously in high school. Shed be a wealthy lawyer now in Cabo had she only listened.

10:00 AM: Board of health inspector asks for extra paper for his writeup.  Lexi is frantically signaling behind the inspector’s back for the wait staff to crank down the temps on the salad bar. The wait staff signals back, but they need just one finger to convey their true feelings.  Board of health inspector finds the guac tray on the salad bar is at 71 degrees. Should be 37 degree.

Lexi wonders how far one must fall to actually die when jumping off a building.  All nearby buildings are just two-story.  She wishes she’d taken a job in city center. 

11:00 AM: Sysco truck driver calls, furious because no one warned him that road construction would force him down an unfamiliar road. They are letting air out of his tires so he can fit under a low bridge. The refrigerator unit was smashed.  “Do you know someone with a pickup truck who can pick up all this fish before it rots?”

Lexi looks longingly at the line cooks water bottle. She wonders how much grenadine will knock back the taste of bleach long enough to get a few mouthfuls down.

11:15 AM: Cook texts Lexi to say there is no propane.  No one checked the tanks, and the crew is dead in the water until another delivery is made.

Lexi logs into, and searches: Anything, anywhere but here. Compensation unimportant.

12:00 PM: Regional manager calls Lexi all excited, says he’s bringing the chain owner over for lunch. He asks how lunch is going. Lexi says that things are going “really well” and that there is sushi for lunch, because the raw fish is “fresh off the truck.”

“I thought we were a Mexican restaurant,” regional manager says.  Lexi says that she’s been changing the menu every so often “to stay with today’s truck-to-table model.”  Regional manager says, “Wow, news to me, but whatever works. Be there in five.”

Lexi leaves a sticky note on the walk-in door: “I eloped with Sysco truck driver. Good luck sorting out the wreckage of this doomed madhouse. PS: Randy — good luck in prison.”

Click here to read part two, the Good Manager.



What is the deal with Yelp?

Yelp Reviews

We posted a blog two days ago, The Ugly Truth about Dirty Restaurants and Yelp, and it has generated some very passionate comments about Yelp and the people who were apparently sickened by the restaurant.  The original article that the blog is based off is from the Food Poison Journal.

I don’t own a restaurant or manage one at this time, so I am disconnected from Yelp reviews as a business owner.  I do travel a lot and use Yelp to find restaurants.  I pay attention to the star rating, and I read the top 10 or so reviews and make my decision based off of that, so that is my connection to Yelp.

We’ve heard rumors; I can’t prove any of this, about Yelp strong-arming restaurants to advertise with them and even promising to remove bad reviews if you become a paid customer.  I’ve also heard that people will place phony reviews to hurt their direct competitors.

We need to hear from you about Yelp – but to be heard you need to follow the rules for commenting:

  1. Keep you comments to experiences that you have had directly with Yelp and Yelp reviews.
  2. If you were able to fix the situation – post what you did to fix it so that it can help others.
  3. Keep the cursing and the direct naming of names of people or other businesses out of your comments.

If you follow those rules, we will post your responses.

Here is the question:  What is the deal with Yelp?


Front of the House Conference

Today’s blog is a short one.  I was doing some research today and I stumbled upon this small conference that I had never heard about, the Welcome Conference.  This article below from, summarizes the author’s Top 10 take away’s from last year’s conference.  I was bummed to find out that this year’s conference in June has already sold out.

The question is this; why am I sharing a blog about a conference that is a year old?  Because on the Welcome Conference’s website they have a video library of the 2014 conference and as the WSJ coined in a different article, this conference is a little bit like a TED talk on Front of the House service.  If you get a second you should check out some of the videos on their site.

Here is Sierra Tishgart’s article from last year’s Welcome Conference.  Enjoy

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10 Big Lessons From New York’s First Hospitality Conference

These people know how to pamper. Photo: mattduckor/Twitter

Yesterday, some of the country’s most hospitable people got together in New York. The reason: Eleven Madison Park co-owner, Will Guidara, and Anthony Rudolf, who has worked for Thomas Keller and Jean-Georges Vongerichten, hosted the first-ever Welcome Conference. This day-long celebration of front-of-house service is the first of its kind, and like the MAD Symposium and Cherry Bombe‘s Jubilee, this congress brought out heavy hitters: cherished manager Charles Masson, Nick Kokonas of Alinea, Gabriel Stulman (who owns like half the restaurants in the West Village), and even Shake Shack’s Randy Garutti. These are people who know how to make strangers feel at ease instantly. The conference’s topics included the humility of service, creating heart and soul inside a neighborhood restaurant, and using technology without losing sight of human interaction. It was restaurant-focused, as you’d expect, but many of the speakers’ points clearly apply to other situations. After all, on its most basic level, hospitality is just about making other people feel good. Here, then, are the day’s most interesting takeaways.

1. Learn How to Say No the Right Way.
Hearth‘s Paul Grieco seeks to create a feeling of “tension and confrontation” in his restaurants. While the Danny Meyer model is to always say yes, Grieco actually encourages his team to often say no. It sounds counterintuitive, but saying no with a smile creates impactful and playful dialogue with guests, as long as it’s well-intentioned. “You should not be a goddamn cork-puller — anyone can do that,” Grieco said. “You should be a storyteller.” The point is there’s a right way to speak up for yourself, even in an atmosphere where the customer is trained to think he or she is always right.

2. Find the One Little Detail That Will Make an Entire Experience Better.
La Caravelle‘s Rita Jammet recalled an excellent meal that started with pre-buttered bread. That’s the kind of tiny detail that other restaurants overlook, but diners notice instantly — a shockingly simple way to set a tone for the rest of the night. Gabriel Stulman said that he even hugged a customer who freaked out over a 45-minute wait time. (In fact, his servers compete to see who can get the most unsolicited hugs.) Hugging might be a bit much, but the point is there’s always something just a little bit more that you can do make someone feel taken care of — the best managers are always trying to figure out what that is.

3. Just Assume You Always Have to Go the Extra Mile.
Brian and Mark Canlis, of Seattle’s famed restaurant, declared, “Bad service is like prostitution.” In other words, it becomes clear to customers when they’re only getting what they want because they’re paying. But that model isn’t sustainable in the long term, and the best service happens when a staff actually cares about diners’ experiences. The feelings exchanged during a great meal — or any business interaction — last a lot longer than a single check.

4. Don’t Let Technology Take Over Your Life.
Nick Kokonas discussed how the online ticketing system for Alinea, Next, and the Aviary has revolutionized the way he does business, but the Fat Duck‘s Simon King reminded the crowd that hospitality is nevertheless built on a foundation of human interaction. For example, taking orders on iPads might expedite service, but what’s lost in the process? In fact, as digital tools only become more prevalent, small personal exchanges — like having someone available to answer the phone — will just start to feel more like special touches.

5. Own Your Mistakes.
“I don’t care how perfectly you think everything is going, something is bound to happen because you’re human,” said the legendary Charles Masson. “It’s how you handle it.” Masson says he’s received notes from customers actually praising how he’s handled mistakes. More wise words: “Service is not being beneath someone, but you have to be under someone to push them up.”

6. Take Work Just Seriously Enough.
Gabriel Stulman lets servers wear their own clothes (but if it’s a sleeveless shirt, they have to shave their armpits), play their own music, and drink on the job (to a certain extent). “If the staff is having fun, that will permeate to guests,” he advises. Try to enjoy yourself at work today.

7. Don’t Be Afraid to Show Emotion.
Will Guidara, who told a moving story about caring for his mother, stressed the importance of being “fully, emotionally present” at all times. “In the absence of an emotional exchange, it’s impossible to have any sort of real, meaningful connection,” he said.

8. Take the Lead.
“You’re a boss; act like it,” Del Posto‘s Jeff Katz says. “Be in charge.” Even though he considers his colleagues his family, he knows when it’s time to be firm. Another total boss: Shake Shack’s Randy Garutti, whose organization is run so smoothly that he was able to open an entirely new location just hours before he arrived at the conference.

9. Feel Free to Google-Stalk, in a Healthy Way.
Eleven Madison Park is famous for Googling its customers, but it’s hardly the only restaurant that uses digital info to create better service. Kokonas uses the database of his online ticketing system to store information from Facebook and Twitter, allowing him to anticipate the needs of each guest. “We’re not stalking people,” Kokonas says. “We’re trying to create a more magical experience.” A little research will go a long way.

10. Don’t Overapologize.
Frank Bruni told a funny story that never made it into a review: On his last visit to Nobu 57, he pressed the soap dispenser too hard and it exploded on his shirt. Not only did the restaurant try to comp his drinks as an “apology” for the “malfunction” (for an accident that Bruni admitted was completely his own fault), the manager offered to pay for his dry-cleaning bill, or even purchase Bruni a new shirt. Remember: It pays off if you take it easy, even when you’re trying to impress someone. People want to feel comfortable, but they don’t need to be babied.

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The Ugly Truth about Dirty Restaurants and Yelp


Would you eat in a restaurant if you knew that the week before they got several people sick? You would be a fool if you did.

Yelp is going from a review site to the first line of defense in foodborne illness outbreaks. We’ve been very supportive of Yelp posting health inspection scores on their restaurant pages, and we would like to see more cities using the Yelp platform as a way to post those scores.


Yelp is going beyond just partnering with local governments to gather and distribute health inspection score data. They are working on an open source datatype that will standardize how health inspections could be uploaded and distributed. Standardizing the scoring data allows for better analysis and quick apple to apple comparisons.

As you read the article below from Food Poison Journal, you will see that people who were affected by the Salmonella outbreak were very vocal themselves about what happened to them.

OpsAnalitica will continue to support more transparency of health inspection scores whether it be on yelp or letter grades, etc.; because we believe that it is good for the restaurant industry as a whole.

With transparency comes additional responsibility for health departments and Yelp. Health departments must make provisions, even if there is a cost associated with expedited service, to reinspect quickly.  A restaurant that get’s a C on their health score that quickly remediates their issues should be able to get a reinspection quickly even if they have to pay.

Yelp needs to be aware that fraudulent reviews can destroy a business and need to put in place ways for restaurants to prove when they are being wronged and to quickly remove fake reviews.

Please enjoy this article from the Food Poison Journal.

Yelp to the Rescue in Los Angeles Salmonella Outbreak at Don Antonio’s

Over the last week, Marler Clark was been retained by two friends who both ate together at Don Antonio’s in mid-March and developed Salmonella.

According to Yelp, a lot more people did as well.


My co-workers and I have been fans of Don Antonio’s lunch specials for years, until now.

We had lunch there Thursday, March 19. One of my coworkers got so sick that she spent three days in the hospital. My other coworker and I got hit with the illness a few days later and not as badly, but we’re still miserable. I am shocked to read the other reviews of people getting sick and am so upset that this was preventable. I will avoid Don Antonio’s at all costs now. It’s not worth the risk of a trip to the hospital.


Don’t go there . On Friday March 20 2015 5 of my co-workers and my self we went to have lunch together and now we all have gone to emergency room! Because of diarrhea vomiting head ache fever and much more! But the worst part is that we went so see the doctor and we are still the same! Now I don’t know what to do because I have tried everything and nothing work.


Is management aware that several customers, including myself got very ill? I went here on March 20 for lunch. Shortly after I got very sick. I went to my doctor and then to the hospital. It is salmonella. I am so angry.. I read the other reviews here so I’m wondering if management is aware? !


BEWARE! I see others have already posted but my daughter and I ate here on 3/19 and she got salmonella. As of 4/3 she is still ill. I’m horribly upset to see others wound up sick too; I am posting in hopes no one goes there.

Golden T.:


As with the other Yelp reviewers that recently went to Don Antonio’s for lunch, my two friends and I also got sick. We ate there on Friday, March 20th. I ended up in the ER for several hours, went through two bags of IV for hydration, took pain medication, anti-nausea medication and antibiotics. I just recently started to feel a little better but still not 100%.

My friend took food home for her family. Her 3 y/o and 14 y/o also got extremely ill. She and her 14 y/o went to Urgent Care and she took her youngest to a pediatrician.

Our other friend, who has a new baby, was also very ill and is struggling to recover.

This is worthy of a Department of Health investigation. For my sick compatriots, I hope that all of us can fully recover from this.

Cassandra S.:

My boyfriend recently got food poisoning or so we thought it was just food poisoning after he ate lunch at the restaurant last Friday. He’s been bed ridden since Friday and it’s now Wednesday. We’ve been to the hospital twice and to the doctor’s twice. Finally, we received a call from the Dr. that he got salmonella. Not freaking cool Don Antonois. Really disgusting.

Veronica L:

My Husband and 3 of his co-workers all ended up with Food Poisoning after having lunch at this place. We spent the weekend at Urgent Care, my husband had diarrhea, vomiting , and temperature of 103.4. Him and his co-workers all have missed work due to the same. I would not recommend this place at all! We all think they recycle their salsa.

Andrea M.:

Salmonella! My friend are here on March 20, 2015 and became very sick. The sickness lasted for one week. Had to go to the hospital multiple times. Test came back as salmonella. Beware – don’t want this happening to anyone else.

Todd H.:

Salmonella! To everybody who has been sick from eating at Don Antonio’s, go to the hospital immediately because it is Salmonella. It was the worst week of my life. Hopefully, nobody else has to go through what I went through.

Leonel Z.:

Warning do not go to this restaurant…

My friends and I came to this restaurant last week on Friday March 20 2015 and we all ended up at the emergency room with a really bad bacteria and didn’t know what it was… They gave me the results today and they said i have salmonella. Eat at your own risk.

And, one from Trip Advisor:

Ms. L:


We have eaten here over 15 years and I was horrified to find out my friend and I got Salmonella poisoning there on March 20, 2015. It’s unacceptable that a Los Angeles restaurant with an “A” rating can be delivering salmonella to its customers for several days. I’ve just discovered others online reviews (see Yelp) confirming the same thing. It’s a disgusting illness, worse than standard food poisoning and serious. Whatever they did, too many people got sick so they should be investigated to find out what’s going on there. It’s an extremely popular restaurant, very successful and there is no excuse for such an incident. Shame on you Don Antonio’s, what happened to all of us who ate there that week could have been life threatening, words cannot describe my disappointment.

Salmonella: Marler Clark, The Food Safety Law Firm, is the nation’s leading law firm representing victims of Salmonella outbreaks. The Salmonella lawyers of Marler Clark have represented thousands of victims of Salmonella and other foodborne illness outbreaks and have recovered over $600 million for clients. Marler Clark is the only law firm in the nation with a practice focused exclusively on foodborne illness litigation. Our Salmonella lawyers have litigated Salmonella cases stemming from outbreaks traced to a variety of foods, such as cantaloupe, tomatoes, ground turkey, salami, sprouts, cereal, peanut butter, and food served in restaurants. The law firm has brought Salmonella lawsuits against such companies as Cargill, ConAgra, Peanut Corporation of America, Sheetz, Taco Bell, Subway and Wal-Mart.

If you or a family member became ill with a Salmonella infection, including Reactive Arthritis or Irritable bowel syndrome (IBS), after consuming food and you’re interested in pursuing a legal claim, contact the Marler Clark Salmonella attorneys for a free case evaluation.

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Letting your Why guide your actions

Check out this video on what makes Chipotle’s pork different.

Chipotle stopped serving pork in hundred’s of it’s stores back in January because one of their suppliers wasn’t living up to Chipotle’s animal care standards. I’m assuming that this cost them quite a bit in profitability as pork is a higher contribution margin item than chicken or steak.

I think that Chipotle’s corporate culture and commitment to selling humanely raised animals is a great example of understanding yourself as a company and what your customers value.

So often companies market their corporate responsibility but when the rubber meets the road, and they have an earnings call coming up, they cave and go for profits and alienate their customers and damage their brand. It is refreshing to see Chipotle practicing what they preach.

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Sexy Thermometer Calibration



Shame on you if you clicked on this because you saw the word sexy; you need to get some.  We found this great article on Kitchen Thermometer Calibration from the University of Nebraska-Lincoln.  Here are some of the points that I found most interesting and the full article is at the bottom of the blog post.

  • Use distilled water, the minerals in tap water could significantly affect the freezing & boiling point.
  • Determine the calibration method by what the thermometer is used to primarily temp.
  • You should calibrate thermometers: at least once a month, when dropped, or if  health department regulations call for it.
  • Thermometers must be calibrated within +/- 2 F (1.1 C), discard thermometers that don’t calibrate.
  • Altitude affects boiling points, see chart at bottom of post to determine what your true boiling point is.

Calibration in Ice Water

  1. Add crushed ice and distilled water to a clean container to form a watery slush.
  2. Place thermometer probe into slush for at least one minute taking care to not let the probe contact the container.
  3. If the thermometer does not read between 30° and 34° F adjust to 32° F. Non-adjustable thermometers should be removed from use until they have been professionally serviced.

Calibration in Boiling Water

  1. Bring a clean container of distilled water to a rolling boil.
  2. Place thermometer probe into boiling water for at least one minute taking care not to let the probe contact the container.
  3. If the thermometer does not read between 210° and 214° F adjust to 212° F. Non-adjustable thermometers should be removed from use until they have been professionally serviced.

250X250 Thermometer.001


Thermometer Calibration

HACCP based food safety programs require accurate record keeping to be successful. Temperature is often the parameter of interest when monitoring a critical control point (CCP). To assure that a temperature dependant process is under control a calibrated thermometer must be used to record temperatures. The majority of thermometers can be calibrated following a few basic procedures.

To be considered accurate, a thermometer must be calibrated to measure within +/- 2° F (1.1° C) of the actual temperature. Actual temperature can be determined in a variety of ways including measurement with an NIST (National Institute of Standards and Technology) certified reference thermometer or simply through using an ice water solution or boiling water. Another option is the use of sophisticated, and often high cost, calibration equipment that is increasingly becoming available commercially.

The simplest and cheapest way to calibrate a thermometer is through either the use of ice water or boiling water. Distilled water should always be used as dissolved solutes in tap water can significantly affect both freezing and melting points. Another important consideration is the altitude (Table 1) at which calibration is being performed. At sea level, pure water boils at 212° F but at 10,000 feet above sea level it boils at only 194° F. Barometric pressure also has an effect on boiling point but the effect is much less than that of altitude.

You may visit to determine the altitude of your city.

Thermometers intended for measuring higher temperature items, such as cooked product, should be calibrated in boiling water while those used for taking lower temperatures should be calibrated in ice water. When calibrating in ice water both the water and ice should be composed of distilled water. In either case care should be taken to prevent the thermometer from contacting the container being used as this could result in erroneous temperature readings.

Calibration in Ice Water

    1. Add crushed ice and distilled water to a clean container to form a watery slush.
    2. Place thermometer probe into slush for at least one minute taking care to not let the probe contact the container.
    3. If the thermometer does not read between 30° and 34° F adjust to 32° F. Non-adjustable thermometers should be removed from use until they have been professionally serviced.

Calibration in Boiling Water

    1. Bring a clean container of distilled water to a rolling boil.
    2. Place thermometer probe into boiling water for at least one minute taking care not to let the probe contact the container.
    3. If the thermometer does not read between 210° and 214° F adjust to 212° F. Non-adjustable thermometers should be removed from use until they have been professionally serviced.

Thermometers that are found to be inaccurate (i.e. do not measure within +/- 2°F of the actual temperature) should either be manually adjusted or serviced by a professional. Thermometers that have a history of deviating from actual temperature measurements should be discarded and replaced. To assure accuracy, NIST certified thermometers must be re-certified annually.

Thermometers that cannot be easily calibrated through direct immersion in boiling or ice water can be calibrated by comparing readings with another calibrated thermometer. Thermometers that may be calibrated in this way include smokehouse probes and room temperature thermometers. When doing this it is important that the thermometer used for the comparison has been calibrated recently. All thermometers should be calibrated regularly with those used for monitoring CCP’s being calibrated either daily or weekly, depending on the volume of your operations. Any thermometer that has been subjected to abuse, such as being dropped on the floor, should be immediately recalibrated to assure accuracy. Hard to calibrate thermometers could be compared directly with NIST reference thermometers but this may be undesirable as many of these reference thermometers are glass and mercury and could present chemical and physical hazards in food production areas.

Table 1 – Relationship of Altitude to Boiling Point of Pure Water

Feet Above Sea Level

Boiling Point

Feet Above Sea Level

Boiling Point


212° F


203° F


211° F


203° F


210° F


201° F


209° F


199° F


208° F


197° F


207° F


194° F


206° F


190° F


205° F


187° F


204° F