Buy The Operator's Playbook

From The Playbook

"Field notes from 44 years on the stage."

Consent Erosion

Consent Erosion 0

Every relationship in a restaurant operation runs on consent that was given at a specific moment. A Guest walked in and decided to trust you with an hour of their evening and money they could have spent somewhere else. A cast member sat across from you and decided to trade their time for a paycheck [...]
I Get Two Kinds of Calls

I Get Two Kinds of Calls 0

The first operator is building. He has something working and he wants to make sure the next move is the right one. New location. Key hire. Menu overhaul. Service model change. The decision is in front of him, not behind him. The thinking can still be challenged. The outcome can still be shaped. He is [...]
Why My Books Cost $79.99

Why My Books Cost $79.99 0

I argued with myself about this for a long time. Not because $79.99 is a lot of money. It isn't — not in this industry. You comp a table on a slow Tuesday and absorb more than that without a second thought. You sign a vendor contract for supplies you never fully priced out and [...]
“Restaurants Don’t Fail. Operators Do.”

“Restaurants Don’t Fail. Operators Do.” 0

Not a revenue number. A discipline. At every level of the operation — simultaneously. The operator who didn't grow never defined what success actually required. Never built the product the Guest actually needed. Never developed the cast that could deliver it. Never read the numbers past the symptom. Never asked the questions that would have [...]
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