The official news magazine of the Washington Restaurant Association / September 2010
Someone Claims Illness from Your Restaurant?
Now What? CULINARY
F O STRATEGIES R
TOUGH TIMES
M
EMBERS ON A MISSION
The Many Ways to Get Involved with the WRA
10
T O P
L&I Citations
HOW TO HANDLE A
Bad Review Liquor Privatization:
The End of a Monopoly?
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Inside
www.WRAhome.com
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8 Features 6
PASS IT ON
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10
PASS IT ON
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Other stories
How to Remain Compliant With the Department of Labor & Industries These tips can help protect you against a costly fine from L&I.
4 13
How to Handle a Bad Review
26
Calendar
Yes to 1100! The Choice is Yours Will this be the year Washington finally breaks free from the state’s liquor monopoly? Only with YOUR help.
28
New Members
30
Marketplace
Anthony Anton, Publisher Camille St. Onge, Editor Heather Donahoe, Assistant Editor Lisa Ellefson, Graphic Designer
How to Handle a Reported Foodborne Illness Learn what to do when a customer reports getting sick on your restaurant’s food. Nutrition and the Baby Boomer Generation Learn what the top spenders are looking for.
PASS IT ON
PASS IT ON
Don’t Flush Your Business Down the Toilet
The Front Burner is published monthly for Association members. Readership: 6,310.
Culinary Strategies for Tough Times Rethinking your menu may be just the ticket to keep your customers engaged during the downturn.
We welcome your comments and suggestions. email: news@WRAhome.com, phone: 800.225.7166
This article is worth sharing with your managers, chefs, bartenders or other restaurant staff.
The official news magazine of the Washington Restaurant Association / September 2010
On the cover
Are you taking full advantage of your
10
WRA membership.
22
Learn where you can get involved!
13
Someone Claims Illness from Your Restaurant?
Now What? CULINARY
MEMBERS ON A MISSION
The Many Ways to Get Involved with the WRA
F O
STRATEGIES R TOUGH TIMES
10
T O P
L&I Citations
16 13
HOW TO HANDLE A
Bad Review Liquor Privatization:
The End of a Monopoly?
8 September 2010 | 3
Industry Outlook | WRA President & CEO
Anthony Anton, president and CEO
Don’t Flush Business Down the Toilet
My
guess is that, on average, I visit more than 40 restaurants a month; and regardless of whether I want to, I notice the little things: Forks being on the wrong side of the plate; four servers on the floor during a clearly slow lunch hour; bussers picking up dirty glasses bowling ball-style; ice scoops sitting in the ice, etc. Most times my brain quickly analyzes the small infraction, troubleshoots the reason (training/poor culture/crew members covering /overly busy staff working too fast), I ponder whether I should say something and I move on. I rarely calculate the consumer reaction—until one a few weeks ago. I went into a restaurant bathroom that was… well, disgusting. Keep in my mind, I don’t get to that word easily. In my past I have done several of the less pleasing duties in the restaurant biz, from cleaning grease traps to scrubbing a dumpster area and more. But in this case, I couldn’t shake a thought that hit me right when I walked in the door… OH MY GOD, WHAT DOES THE KITCHEN LOOK LIKE? My stomach so turned that when the owner offered me a free appetizer, I politely declined. Fair or unfair, my emotional reaction overrode my brain function, and I now associate the restaurant with that moment that I walked into their restroom. I seriously doubt that the GM had a clue the restroom had gotten to that point. I know that had she been alerted, it would have been taken care of immediately. I am also sure that there was a plausible operational reason why the miscue occurred. But the point is none of that mattered to my emotional reaction, and I doubt I will ever eat there again. Unfortunately, I would bet money that everyone who visited the restroom before me and in between the time I notified a server and they got it cleaned, probably had a similar reaction… they won’t be back.
4 | www.WRAhome.com
Without saying the restaurant name, I mentioned my experience to a friend of mine who is also in the industry. His reaction was, “Oh yeah, there are all kinds of stats on that.” Really?? Apparently, yes: 88% of people who encounter a dirty restroom think it reflects the sanitation for kitchen and food preparation areas 29% said they would never come back to a restaurant whose restroom they found to be very dirty 95% of customers will avoid businesses if they experienced a negative restroom experience 88% of adults agree that restroom cleanliness reflects hygiene standards in the restaurant --Harris Interactive Well isn’t that something—restaurants lose customers everyday because of unclean bathrooms. What an unfortunate reason to blow a good chunk of business. The reason that the top five restaurant companies all have “bathroom policies” is probably a small part of why they have reached the top. Most have assigned one person on every shift to keep the bathrooms clean. They have clear hourly checklists of what to accomplish (papers, check each stall, wipe down sinks dirty or not, etc.) and do everything they can to make sure their customers know they will always have a clean, stocked restroom to use. I don’t have any proof, but my guess is that a portion of these brands’ business comes from people who stop just because they know they can use a clean bathroom there. Please review or create your own “bathroom policy.” These are not the kind of times where you can afford to flush customers down the drain.
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Washington Restaurant Association Cost-Saving Programs Career Center Affiniscape Check Management Heartland Payment Systems
Food Worker Certification WRA Education Foundation
Credit Card Processing Heartland Payment Systems
Health Care Hospitality Industry Health Insurance Trust (H.I.H.I.T.) Strata
Email Marketing Solutions Fishbowl
Property and Casualty Insurance Balcos Insurance
Employee Background Check Airfactz Screening and Reporting Services
Mandatory Alcohol Server Training WRA Education Foundation
Music Licensing BMI Music Licensing SESAC Music Licensing Payroll Processing Heartland Payment Systems Retro Program WRA Retro Program ServSafe® WRA Education Foundation Unemployment Cost Control TALX
Member Benefits | Retro How to Remain Compliant With the Department of Labor & Industries
One L&I Citation could cost you $1,500
PASS IT ON
By Victoria Olson
You
want your operation to be safe for employees; you understand it’s your responsibility as the business owner to provide a safe and healthy workplace free from recognized hazards. But, how exactly do you go about making sure you’re in compliance with Labor & Industries (L&I) rules and minimize your risk of citation? Here are a few ways to get started. Implement Your Accident Prevention Program (APP): 1. The APP manual must be accessible to all employees at all times. 2. Safety orientation is required for all newly hired employees. 3. List and identify all machinery/tools and the personal protective equipment and guards to use. 4. Perform a hazard assessment for each work site. 5. Employees should know how and when to report injuries and the location of first aid kits. 6. Employees should know how to report unsafe conditions and practices. 7. The use and care of personal protective equipment should be covered and may vary depending on job description or duties. 8. Make sure all employees know what to do in an emergency. Where to exit the workplace and the meeting place after evacuation. 9. Ensure all employees know how to identify hazardous chemicals and emergency actions to take after exposure. Instructions on the safe use of chemicals can often be found in the MSDS (Mandatory Safety Data Sheets). 10. Perform hazardous communication training and maintain MSDS on all hazardous chemicals.
Know What L&I is Looking for When an Inspector Visits A quick checklist of items can be found at http://tiny.cc/DOSH Top 10 items Commonly Cited by L&I for Noncompliance: 1. Accident Prevention Program not fully implemented ($1,500 citation) 2. Safety committee meetings not held regularly (at least quarterly) and documented (If you employ 11 or more employees on the same shift at the same location, you MUST establish a safety committee.) 6 | www.WRAhome.com
3. Lack of hazardous communications program, MSDS (material safety data sheet), chemicals list and training not documented. Retraining should be done annually 4. Workplace hazard assessment not completed and documented (Look for and identify hazards or potential hazards in your workplace, and determine if personal protection equipment is necessary for the job.) 5. Safety orientation not documented 6. Guard on meat slicer not set at zero when not in use 7. Compressed gas cylinders not secured 8. Annual service of fire extinguishers expired and monthly in-house inspection (seal, gauge, hose) not completed. Initial and date back of the card 9. Evacuation map not implemented and posted 10. Eye wash facility is obstructed. Check chemicals/ MSDS to see if it calls for an emergency eye wash station. Eye wash stations consist of running water for 15 minutes.
Where to Get Help
The WRA has a program available to members that helps ensure you’ve taken the appropriate measures to secure your location and rewards you for providing and maintaining a safe work environment. The Retrospective Rating program (Retro) provides tools for creating a safe work environment, including an Accident Prevention Program manual and on-site visits to identify potential hazards. The reward for being a safety-conscious employer and participating in Retro is two-fold: lower upfront premiums paid to L&I by reducing claims, and potential refunds on the premiums you do pay. To learn more, visit www.WRAhome.com/Retro, or contact Jill Brady at 800.225.7166, ext. 134. Additional resources: www.lni.wa.gov www.icmoly.com
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POLITICAL REPRESENTATION 8 | www.WRAhome.com
YES TO 1100! THE By Josh McDonald
Of all the choices
before us this November, the one that arguably impacts our industry the most is Initiative 1100. I-1100 repeals the state monopoly on the marketing and selling of spirits, and breaks down the more than 80-year-old laws governing liquor, beer and wine in Washington state. During the Nov. 2 general election, every voter in Washington state will have a voice in the future of our state. As restaurateurs, many of the decisions made on the November ballot will have an impact on your business. One of those choices will be whether to support I-1100, remove the state’s monopoly on marketing and selling liquor, and create a true free market where citizens and licensees alike will experience a new world of choice and convenience. Today, Washington is one of just 18 states that continue to regulate, distribute and sell liquor. Washington consumers, both individuals and businesses, have no choice but to purchase liquor from state owned and controlled stores. Restaurants, sporting/entertainment venues and other businesses are further limited in their delivery options, payment terms, inventorying supply and, obviously, negotiating prices. Efforts have been made during the past several years to modernize this system and remove prohibition-era barriers that no longer make sense in today’s society. It’s been slow-going and, although helpful, these changes are akin to slowly removing a few bricks from a massive wall that needs be torn down completely.
Why Support I-1100? You already know that creating a profitable business in the restaurant sector these past few years has been increasingly difficult. From increased food costs, to payroll taxes going up every year and other rising costs, there seems to be no end in sight. I can imagine you have turned to every source and asked, “How can I bring down the cost and be profitable again?” Well, this November I-1100 gives us that opportunity.
How Does I-1100 Help Your Business? The common sense reforms contained in I-1100 will finally allow you to find the best price for spirits, beer and wine, with the convenience and reliability every licensee has at some point wished existed. I-1100 will be a significant benefit to your business by: 55 Allowing restaurants to choose their suppliers. I-1100 eliminates the state’s monopoly over the sale and distribution of alcohol in Washington state and allows for strictly regulated private retailers and distributors to compete for business with all consumers, including restaurants. 55 Allowing distributors more options to purchase directly from manufacturers. 55 Allowing retailers and distributors to offer delivery and payment terms. Today, restaurants do not have any delivery options for spirits and must abide by state-sanctioned payment terms for spirits, beer and wine. 55 Allowing restaurants to maintain an inventory for use in their businesses. Remarkably, under current law a restaurant business with multiple locations is not permitted to store spirits, beer or wine at an offsite location to supply their different locations. 55 Allowing retailers and distributors to negotiate volume discounts with their customers. Although the state allows for discount pricing to liquor licensees, that option does not extend to beer or wine. Additionally, much of the pricing for liquor, beer and wine is an outcome of the political process, not the marketplace.
CHOICE IS YOURS It is also important to understand what I-1100 DOES and DOES NOT do. This initiative: Ends the monopoly and gets the state out of the liquor business Closes state liquor stores and hands over all sales, marketing and distribution to the private sector Protects the consumer by ending state price control over the licensee by eliminating the current 51.9 percent markup on liquor (highest in the nation) Promotes fair prices, choice and convenience through allowing volume discounting, retail-to-retail sales and for the private market to decide what brands are available for purchase in our state Creates private sector jobs at all levels: in the retail stores, in restaurants and the many other new businesses that will be created if voters approve I-1100 Creates new state and local revenue through increased B&O and retail sales tax collections
Get Involved!
Demand a Free Market and Competitive Alcohol System in Washington State! So, what can you do to help ensure I-1100 is successful this November? Go to www.WRAhome.com and join the “Yes to 1100” grassroots effort. You’ll learn the many options available to communicate your support of this initiative in your business and your community. Also, please read up on all the amazing changes I-1100 will provide for your business at www.Yesto1100.com, and consider showing your support with a donation of whatever you can afford to make sure the campaign has the resources needed to be successful. Join our team, get involved and you will have a hand in creating a better business environment for Washington!
This initiative does NOT: Increase the price of spirits, beer and wine. A free, competitive marketplace has time and again proven to drive the cost of products down as sellers compete for business. In addition, simple math shows that eliminating the 51.9 percent markup in liquor minimizes any concern about losing the licensees’ current 15 percent discount. Create a tremendous financial hole for our state and local governments to fill. That hole would be created by I-1105, which eliminates all taxes on liquor. I-1100 keeps the liquor taxes in place and only gets rid of the state markup. I-1100 also provides for license fees. Finally, we are confident that, in the long term, the new B&O and retail sales tax generated from I-1100 passage will far outweigh the short term revenue loss. Increase underage/irresponsible consumption. Other privatized states such as California have lower teenage drinking and DUI rates than in Washington’s current state-controlled system. I-1100 refocuses the Liquor Control Board’s efforts to its core mission of enforcement and education Mean there will be liquor stores on every corner. Local jurisdictions will be able to determine how many outlets are allowed in their city via zoning regulations.
September 2010 | 9
Regulatory Agencies | Washington State Department of Health
How to Handle a Reported Foodborne Illness By Larry French, Washington State Department of Health
It’s
one of those events that you only wish on your worst enemy. Yes, I am talking about the dreaded customer call, reporting a foodborne illness that they believe came from your food or beverage. So what should you do next? What are you required to do? And what else should you consider? I will try to shed some light on these questions. For many managers and owners, the initial thought is to ignore the call and move on with business. But there are many factors that come in to play and cannot be disregarded.
When You Get the Call First, you obviously are not in business to make your customers ill (or as one food safety trainer states “it is not OK to kill your customers”), and you probably want this customer to return in the future. So you have the PR angle to work out. This is not the food safety side, but is probably still a concern for you. Secondly, while you have them on the phone, get as much information from them as possible. Let them know you plan on sharing this with your local health department (your obligation by state law). Collect the following information from the caller:
Time and date they were in your establishment Who ate/drank (names, ages, phone numbers) Who ordered what Who became ill and who did not Who saw a doctor/visited the ER Whether are there any leftovers If the customer is uncomfortable giving any of this information to you, refer them to your local health jurisdiction. Follow up quickly with your other key managers and persons in charge, asking if they’ve heard of similar calls. It is very important to know if this is an isolated call.
Alert the Health Department Finally, contact your local health jurisdiction as soon as possible and share the information. They will advise you on what to do next and may determine that a visit to your establishment is necessary. 10 | www.WRAhome.com
PASS IT ON
For the implicated foods, ask the health inspector if you should separate, label and/or freeze these as samples for possible lab testing. Discarding such implicated foods may work against you, as these foods may not have been involved and would test negative for pathogens of concern.
Gather Documentation Sort through the receipts of these same implicated foods and have those ready for your call to the inspector as well. With the frequency of local and national recalls, some products you use may have come into your facility contaminated. The invoices help with traceback. Look at your staffing over the past two weeks. Have you had any staff call in ill or go home early? What were their symptoms? Did anyone need to see a doctor? This is not the time to “overlook” such information. Your inspector can help you effectively determine if you have these details. Have you had any equipment breakdowns, power outages, drain back-ups, overhead leaks or water stoppages? Does your staff recall if there were any issues with vendors (meat delivered warm, damaged delivery containers, ill deliveryman). Any one of these factors could impact your food safety program and result in a foodborne illness. Remember: two or more reports of illness (customer or staff) from consumption of a certain food or beverage qualifies as an outbreak. Outbreaks often times are caused by more than just one factor. You need to act quickly to prevent the spread of this problem, and immediately notify your local food safety inspector. This will help to identify the problems and minimize the impact to your customers and the resulting litigation potential. Make sure you have the contact and off-hours contact numbers for your local health jurisdiction, and post them where your key staff can locate them. It may seem frightening initially, but following these steps can save you and your business considerable headaches and expense in the long-run. Larry French is a food safety advisor in the Office of Environmental Health, Safety & Toxicology with the Washington State Department of Health.
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Lower Your Workers’ Comp Rates t Save money on your Workers’ Compensation costs t Have 24/7 access to FREE customizable online safety training The WRA provides you with the necessary tools and support to close claims and bring people back to work quickly.
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12 | www.WRAhome.com
WRA Consulting Network | Public Relations
How to handle a
BAD REVIEW And Other Burning PR Questions By Lori Randall
WRA public relations consultant Lori Randall shares the answers to five commonly asked questions among her restaurant clients.
1.
Never respond immediately. A little breathing room gives you time to analyze the review. There’s a reason “hindsight is 20/20” has become such a popular adage. Identify what you agree with first, and tell the reviewer what you are doing to correct anything that was reviewed negatively. If there is something in the review with which you disagree, the best thing is to ask clarifying questions, not explain why you disagree. Always, always end on a positive note. Reiterating appreciation for the review is key. You might open a new restaurant or move on to another venture in the future, and keeping a positive working relationship with reviewers is vital.
2. For Public Relations or Crisis Communications advice Call WRA Consulting the
Network 800.225.7166
How do I respond to a bad restaurant review in the media?
Should I be on Twitter?
Twitter can be a powerful tool. Used with a regular frequency it can be a great way to stay top of mind with customers, and also a way to gather unique insights and monitor conversations about your brand. Be prepared to share things that excite you. Whether that is a new special, wine pairing or locating a new meat purveyor. A final word on Twitter: listen. Social media tools are not one-way communication. Listening to what is going on in the space is vital. What are people saying about your brand? Responding to excited customers is just as important as reaching out to disappointed customers. September 2010 | 13
WRA Consulting Network | Interviews
3.
Can I hire someone to manage our Twitter account?
As you have probably realized, Twitter is a commitment. If you aren’t willing to work it into your daily schedule and engaging personally, don’t sign up. Hiring someone to manage your Twitter account is almost counterproductive. Be authentic. Tweeters are following you because they want to hear what you have to say, not what a rep has to say about you.
4.
I understand Facebook for my personal use, but I just don’t get it for my restaurant. How does that work? Anyone can sign up for different kinds of Facebook accounts. Your personal account will be different than your business account. What you will start is a Facebook fan page for your business. You can post status updates, links, photos and videos to your “wall,” and get direct access to the news feed—not to mention get instant feedback when fans like and comment on wall posts. Pages are a must for organizations that want visibility in the stream. Pages are also integrated with Publisher, which allows for more two-way communication. Here are a few ideas of how to leverage Publisher:
Promote coupons or sweepstakes. The post can drive traffic to your page or your restaurant’s website.
Gauge fan interest. Polling applications are a good way to gather information from your fans.
5.
What should I do about negative or inaccurate reviews on sites such as Yelp? These days it seems everyone is a reviewer. Yelp is now evaluating the best way to deal with negative reviews after a dentist in Foster City, Calif., sued claiming libel. In the meantime, it is best to treat negative Yelp reviews similarly to a print review. Address any real issues, and leave on a positive note. John McAteer, Google’s retail industry director, shares another perspective, “No one trusts all positive reviews,” he says. So maybe having a few negative comments isn’t all that bad, as it lends an authenticity to the collective rating.
14 | www.WRAhome.com
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M
EMBERS with a Mission
By Heather Donahoe
By now,
we hope you realize that being a WRA member is about far more than just paying your annual dues and collecting your Retro refund check. Membership represents more than just an affiliation with a trade association, and it offers more than just our world-class resources, programs, industry information and political representation. The WRA is YOURS, and we want to make sure you know about all the avenues in which you can experience that ownership. You have a say in the direction of this organization. Your opinion matters, and we want to hear your unique perspective. As a restaurant owner, your stories and input are essential to this organization as we determine our goals and objectives for helping you succeed. Being an active WRA member doesn’t necessarily involve sitting on a board or committee. Some of our most dynamic members are simply our most visible and outspoken members. Your involvement can be as simple as adopting a strong community presence in your area, working with the WRA communications team to establish an open dialogue with local media, interacting with legislators or participating in any number of Association sponsored events. Partnering with the WRA and your 5,000plus fellow members gives you a strong network of people who understand the intricacies of the hospitality industry. There’s no reason for you to endure this journey alone.
16 | www.WRAhome.com
Seattle, Spokane, Southwest—Oh My!
Becoming active in one of our three local chapters— Seattle, Spokane or Southwest—is perhaps the easiest way to work with the Association at ground level. The WRA’s three chapters are unified groups established to help represent each area’s restaurants to media outlets, local government and state legislators. Perhaps one of the most important benefits of involvement in an area chapter is the networking opportunities it allows. Chapter meetings are an ideal place for industry business leaders in the city to form a support network of ideas, information and pertinent updates on shared issues. The chapter boards consist of members from all segments of the restaurant industry, ranging from allied partners to full and quick service operators. Attending monthly meetings gives you an opportunity to ask questions, raise concerns, share helpful information and receive the latest news from Association and industry leaders. Chapter involvement is a simple, time-effective way to stay connected to the restaurant sector in your area. For more information about becoming involved, contact the area coordinator in each region:
Seattle
Ronda Krizan 206.941.5646
Spokane Southwest Donna Tikker 509.953.6245
Thelma Mosebar 360.701.3359
G
et acquainted below with just a few of the WRA’s most active boards and committees. While this list is by no means an exhaustive overview of the many bodies that keep the WRA on task, these groups are particularly integral to the WRA’s success and consist of members from every sector of our industry.
WRA Board of Directors
from a grassroots Ambassador to a grassroots phone contact. While our lobby team works closely with state legislators and agencies throughout the year, it is very crucial to remind our elected officials who we represent: real people and real business operators. Nothing is more effective than putting a constituent before an elected official and allowing a dialogue to take place.
The Washington Restaurant Association and the WRA Education Foundation each have a volunteer Board of Directors that facilitates activities and direction. Each board is made up of directors representing all segments of the restaurant industry. Selections for these boards are made by WRA leadership and provide the most extensive opportunities for members to help steer the Association’s direction.
GAC Alcohol Task Force
Board members contribute a specified amount of time to the Association annually and are expected to engage heavily in the three-year planning process. Board members meet quarterly to review the progress of goals, strategize and brainstorm.
For more information about involvement with any of the GA committees or groups, call Bruce Beckett, WRA director of government affairs, at 800.225.7166, ext. 137.
Government Affairs Committee
Retro Trustees
Government Affairs Committee (GAC) meetings connect members throughout the state, allowing them to voice their concerns and opinions on current important legislative and local government issues. At the meetings, WRA members vote on what will be the Association’s priority issues. During the legislative session, the meetings take place weekly via teleconference, so WRA members can get involved from the convenience of their own businesses. Throughout the rest of the year, the committee meets monthly at a member location for updates on emerging developments in the legislature.
The Alcohol Task Force is comprised of liquor licensees from several categories of WRA members, including bars/taverns and entertainment operators. Committee members offer input on current alcohol related issues and provide guidance on the Association’s interaction with the Liquor Control Board and on changes to alcohol related regulations.
Retro trustees are expected to perform financial administration functions such as setting parameters for accumulating and spending the resources of the Retro trust; establishing investment policy and monitoring the funds; dealing with refund issues and advising on use of the contingency fund. Because the Retro program is the WRA’s most significant revenue source and member benefit, the duties of the trustees are viewed as critical to the WRA’s overall mission of helping our members succeed.
Grassroots Network
We are proud to say the WRA has one of the most sophisticated and effective grassroots network in the state. Our grassroots network is made up of members representing all aspects of the industry. Grassroots volunteers vary in time commitment and duties, ranging
H
ere are a few other groups and subgroups in which member involvement is so important:
• Member Services Corporation (MSC) Committee and sub-committee • HIHIT Trustees • Finance Committee • Board Development Committee • Chapter work groups (within Seattle, Spokane and Southwest) September 2010 | 17
Meet the WRA’s Newest Board Members With more than 115 years of combined experience, the newest members to the WRA Board of Directors bring with them a wealth of industry knowledge and skill. Get to know the WRA’s newest leaders. You may find your own story is similar to theirs. Mike George President, Food Services of America, Spokane Years in industry: 33 years, WRA member 20 years Started in industry: Restaurant management Perk of the job: Variety of challenges every day Goal as a board member: Add value as a member of the distribution side of the industry Chris Kealy Member Management, Iron Horse, LLC, Everett Years in industry: 12 years, WRA member 11 years Started in industry: Started through a successful builder who was already in the restaurant business Perk of the job: The people and the workforce out there Goal as a board member: Help the industry get more gaming options and a better business environment Matt McCarthy Vice President, Sales, Great Northern Beverage Division. Southern-Odom Spirits West., Fife Years in industry: 16 years, WRA member Started in industry: Worked at Anheuser-Busch Perk of the job: Sense of accomplishment that comes with achieving team goals Goal as a board member: To support the industry in ways that haven’t yet been explored Amy Igloi-Matsuno Co-owner, Amy’s on the Bay restaurant, Port Orchard Years in industry: 15 years, WRA member 3 years Started in industry: Bussing tables and serving Background: Degree in business administration from University of Washington and plenty of hands-on experience Goal as a board member: To be part of the conversation and to support the WRA’s efforts in making Washington a more business- and restaurant-friendly state Travis Rosenthal Owner, Tango restaurant, Seattle Years in industry: 20 years, WRA member 10 years Started in industry: Worked as a cashier/host at the Baker’s Square Restaurant in Palatine, Ill. Perk of the job: Getting to work with great people to host a party every evening. Goal as a board member: To help make Seattle a more restaurant-friendly city that will help my business grow and prosper James Yost Senior Sales Executive, Coca-Cola Foodservice, Bellevue Years in industry: 20 years, WRA member 5 years Started in industry: Bussing tables and serving at a pizzeria Background: Degree in business administration from Eastern Washington University and numerous jobs in the restaurant and hospitality industry Goal as a board member: To provide leadership and integrity to accomplish goals that move the WRA and the industry forward 18 | www.WRAhome.com
Choices H.I.H.I.T. understands that choices are as important as affordability.
Did you know... H.I.H.I.T. offers health care statewide. Whether you are in Spokane, Seattle or Neah Bay, H.I.H.I.T. offers a statewide network for all your health care needs. Plus, with H.I.H.I.T. you can: • • •
Keep using your existing doctor Choose from 800 Group Health physicians Access more than 9,100 contracted providers
H.I.H.I.T. is the plan of choice when it comes to offering benefits and options to the hospitality industry. Enroll in a health care plan today. Call Pam Moynahan toll free at 877.892.9203.
Education & Training | Culinary Techniques
C u l i n a r y N u t r i t i o n N ew s : Nutrition and the Baby Boomer Generation Presented by ACF Chef & Child Foundation and Clemson University, and sponsored by French's Foodservice By Dr. Margaret D. Condrasky, R.D., C.C.E., and Marie Hegler
Adults
ages 55 to 64 are
calories in restaurants, it is imperative that
now the top spenders at restaurants,
chefs are aware of their nutrition needs
according to the National Restaurant
and make a conscious effort to meet them.
Association’s 2008 Restaurant Industry Forecast. Visits by those ages 65 and up increased by nine per year, while visits by those ages 50 to 64 were up by four. With the now retiring baby boomers possessing $2 trillion in spending power, they are, perhaps, some of the most important customers to lure into your restaurants. However, in order to reap the benefits of more baby boomer customers, restaurants must cater more to their needs, which are undoubtedly changing. It’s no surprise that as people grow older, their nutrition needs change. Chronic health conditions such as obesity, cardiovascular disease, hypertension and strokes, type 2 diabetes and osteoporosis
1 2 3
Three steps to a heart-healthy dish 3UBSTITUTE SATURATED AND TRANS FATS
Back to the basics
(the “bad� fats) for unsaturated and
Chefs can help customers maintain lower
this by making minor adjustments, such
blood pressure and reduce the risk of
as using plant oils instead of butter.
metabolic syndrome in a variety of ways.
monounsaturated “good� fats. You can do
Food providers can begin by reducing the
Use foods high in omega-3 fatty acids,
amount of salt used in meal preparation
such as flaxseed and oily fish, including
and by serving foods that emphasize
mackerel, salmon, trout, sardines,
vegetables, fruits, legumes, whole grains
HERRING AND TUNA 3OME FOODS THAT ARE
and no fat or low-fat dairy.
fortified with omega-3’s include butter
a Lower overall salt (sodium) intake
spreads, orange juice and yogurts.
a Increase vegetable, fruit, legume, whole grain and reduced fat dairy consumption a Reduce total energy intake (i.e. portion control and lower energy density) a Maintain adequate protein intake
Follow the basic principles of the $!3( $IETARY !PPROACHES TO 3TOP Hypertension) diet, which stresses abundant use of fruits, vegetables, whole grains, fiber and reduced fat dairy items,
often appear as people age. Along with
Balancing acts
this growing list, there is also metabolic
Balance on the plate is key for any diet,
syndrome, which clusters together risks
especially baby boomers. In In Defense
such as high blood sugar, blood pressure
of Food (Penguin Group, 2009), Michael
Vital vitamins and minerals
and triglycerides with other issues that can
Pollan writes, “Eat food. Not too much. Mostly plants.� This idea pretty much
s 6ITAMIN $ NEEDS INCREASE BY
eventually lead to more serious conditions such as type 2 diabetes and heart disease.
sums up the concept behind healthy eating
This may seem like dismal news, but the
for any generation, from the baby boomers
good news—especially for those working
to the generation Y. If two baby boomers
in the food industry—is that a healthy
walked into your restaurant, what would
diet can slow the development and, in
you serve them? This may sound like a
some cases, prevent the onset of these
riddle but there is a simple answer:
diseases. For example, as people age their
s ! SMALL PORTION OF lSH MEAT EGG CHEESE
metabolic needs slow down and calorie
or legume
needs decrease, so plates need to change
s 3EVERAL VEGETABLES
in size and content. With the baby boomer
s ! SMALL SERVING OF FRUIT
generation spending so much money and
s ! WHOLE GRAIN s ! TINY TREAT
w w w. a c f c h e f s. o rg
while reducing the sodium and fat content.
percent for the 51 to 70 age bracket. Though vitamin D mainly comes from exposure to sunlight, dietary sources are also important, as vitamin D helps absorb calcium. s #ALCIUM IS AN IMPORTANT COMPONENT IN maintaining good bone health. After age 50, more calcium is needed to help counter the harmful effects of accelerated bone loss, which can lead to osteoporosis, especially in women.
s )RON PLAYS A VITAL ROLE IN GENERAL health. Lack of iron can result in low amounts of energy and lower resistance to infection. Caffeine can make absorption of iron less efficient. Consider offering tea and coffee at staggered times throughout the day, and less often during meals. s 6ITAMIN # CAN HELP THE BODY ABSORB
Baby boomers are now the top spenders at restaurants, so understanding and meeting their nutrition needs are key to a restaurant’s success.
iron. Fruit, especially citrus fruit, green vegetables, peppers, tomatoes and potatoes are all good sources of vitamin C. s &OLATE FOLIC ACID IS IMPORTANT FOR good health and can help combat nutrient deficiency. s 6ITAMIN " IS IMPORTANT IN THE BABY boomers’ diets since about 10 to 30 percent of older people may have decreased absorption of food-bound vitamin B12 due to reduced acid production in the stomach.
Less is more
Bone health Calcium Vitamin A Vitamin C Vitamin D Vision Vitamin C Vitamin E Zinc Energy metabolism Vitamin B12
Immune function Vitamin B6 Vitamin E Zinc
Protein metabolism Folate Vitamin B6 Vitamin C
Antioxidant defense Vitamin C Vitamin E
Mental function Folate Vitamin B6 Vitamin C
Blood clotting Folate Vitamin B6 Vitamin B12
Vitamin E
Evidence of an unfolding new social norm is already surfacing. One in which smaller portion sizes are becoming more
sizes at different prices. Essentially, you
accepted and requested. The quality and
are allowing the customer to vote on
taste of food continues to be important
which portion they prefer. Then, after a
to customers. However, the health
few months, you can drop the less popular
considerations that warrant reductions in
version from the menu. Another strategy
overall calories on the plate or calories per
IS IN THE PRESENTATION OF THE DISH 3INCE
bite is gaining in popularity with guests
smaller meat portions are especially
and chefs. For example, the food industry
important for the needs of baby boomers,
is already manufacturing successful items
try stuffing a meat, fish or poultry item
such as mini muffins, 100-calorie snack
with vegetables and/or grains. This strategy
packs and 90-calorie soda cans, and some
not only adds fiber—another essential
restaurants are serving small dessert bites
component to the baby boomer diet—while
and half-portion deals.
decreasing the meat portion, but it also improves the visual appeal of the dish.
Previous “Culinary Nutrition News�
3PECIAL KNIFE CUTS CAN ALSO GIVE THE ILLUSION
articles have suggested offering an early
of less is more. Cutting a salmon fillet
To read "Culinary Nutrition News: Nutrition
bird special all day long, which would be
on the bias before cooking, thinly slicing
and the Baby Boomer Generation� in its
of interest to baby boomers. However,
and fanning cooked meat or poultry, or
entirety, visit www.acfchefs.org/CNN. These
The Culinary Institute of America’s book
pounding or butterflying a piece of meat,
free monthly culinary nutrition articles are
Techniques of Healthy Cooking (John
fish or poultry all give the appearance of a
7ILEY 3ONS )NC SHARES A FEW
larger portion.
other ideas, such as offering two versions
provided in partnership by the American Culinary Federation Chef & Child Foundation and Clemson University, and sponsored by French's Foodservice.
of the same dish with differing portion w w w. a c f c h e f s. o rg
WRA Resources | Profitability
Culinary Strategies for Tough Times
As
you’ve probably learned over the past couple of years, staying afloat during a recession requires a certain degree of creativity. Maybe you’ve changed your marketing strategy, your staffing levels or your price points. Have you considered rethinking your menu? This is one area of your operation that’s teeming with opportunity for an upgrade in a down-market economy. Strategizing your menu items in a way that meets customers’ unique demands AND softens your costs can be an effective way of generating excitement around your restaurant. Foodservice analyst Nancy Kruse explains “Four P’s of Menu Value Proposition” and how they can help your business thrive during slow times.
Protein
PASS IT ON
entrées also has proven to be a successful tactic, as it meets customers’ nutritional and financial needs. But Kruse cautions that downsizing portions may not be the right choice for every operation, especially those centered on family-style service or rich comfort foods. “For most operators, it’s pretty easy to determine whether this is an appropriate approach,” Kruse says. “In most cases, it’s incredibly well-received, though.”
Premium
In hard times, consumers are sometimes looking for an affordable way to treat themselves. This is where “luxe-ing” your menu comes into play. If you can give your customers the perception of getting something significantly better than average for not significantly more money, you can really grab their business, Kruse says.
Protein is where most foodservice operators begin an entrée’s design. It’s the center of the plate both literally and cost-wise. Consider using smaller amounts of protein in a way that creates the illusion of an up-market dish, Kruse suggests.
One of the most obvious examples of this is the prevalence of gourmet burgers on nearly every menu. Offering burgers made of “organic,” “grass-fed,” “all-natural,” “Angus” or “Kobe” beef can really pique a customer’s interest and are proven sellers, Kruse said.
“Think of protein as a condiment,” Kruse advises, citing a national chain restaurant that offers a modest portion of salmon, topped with shrimp. “Find ways to combine controlled amounts of different types of protein for maximum effect.”
“Telling your customers everything you can about each component of their meal is incredibly compelling,” Kruse said. “Fresh-baked buns, or lean all-American beef or handcut potato fries—these details sell the product.”
Kruse also recommends using pasta as a vehicle for smaller portions of protein, as well as employing specialized culinary techniques to enhance secondary cuts of meat.
Counteracting the pushback from your restaurant is critical always, but particularly right now. Your customers are bombarded with reason to avoid eating out: the media claim eating out isn’t cost-conscious in a recession; the grocery industry is courting consumers with their upscale prepared meals; and there’s always some misleading buzz about how eating at home is “the healthier option.”
“You want to give them something they aren’t willing or don’t know how to create at home,” she says.
Portion
The popularity of miniaturized foods recently can truly work in your restaurant’s favor. Numerous restaurants large and small, casual and upscale, have some iteration of sliders on their menu—tiny sandwiches filled with pork, beef, fish and a variety of interesting condiments (wasabi salmon sliders, for example). “People actually really enjoy small foods,” Kruse says. “They’re fun to eat, fun to share and provide automatic portion control.” Designating a portion of your menu to scaled-down 22 | www.WRAhome.com
Push-back
It is well within your power to neutralize these dissenting voices, Kruse insists. Promote your restaurant in terms of its fresh product and the lengths to which you are willing to go for your customers to have an enjoyable dining experience. Pamper them, offer them dishes the grocery stores can’t and prepared at a high skill level. “Don’t forget what brought us here,” Kruse says. “Superior service, kitchen expertise, affordable escapes for customers, relaxing ambience and hospitality.”
WRA MEMBERS RECEIVE A FREE HEALTH CARE IMPACT REPORT!
ant Association Washington Restaur
BENEFITS COMPENSATION, EY industry. RVhospit NUin theSU D ME AN ality Northwest most requested report The
Suite 200 510 Plum Street SE, 98501 Olympia, Washington 360.956.7279 TEL 360.357.9232 FAX www.WRAhome.com
The most requested st report in the Northwe hospitality industry.
Health Care Impact on Restaurants
Get your complimentary Health Care Impact Report* when you participate in our survey by October 12, 2010. We’re currently conducting our Compensation, Benefit and Menu Report prepared by People Report. We greatly appreciate your participation and in order to express our gratitude we’re giving survey participants a special Health Care Impact Report, valued at $250, in addition to the results of the 2010 Compensation, Benefit and Menu Report.
Take the survey at WRAhome.com/survey. You’ll receive your complimentary Health Care Impact Report immediately. *Participants will receive a complimentary People Report Thought Leadership White Paper” that includes the impact national healthcare has had on restaurants. This publication is valued at $250.
2010 WRA Seminar Series:
Techniques to Improve Your Bottom Line Learn how to maximize your profitability through affordable marketing and controlling costs from business experts Rick Braa and Arnold Shain, WRA Consulting Network.
September 14: Manage Labor Costs while Building Guest Loyalty
Rick Braa, BRAA Associates Learn how the power of engagement can create repeat and new business. Also learn to effectively manage your business during busy and slow times, while utilizing your team to drive sales. 2 – 4 p.m., Country Folks Deli, Longview
November 9: Affordable Marketing to Increase Your Bottom Line
Arnold Shain, Restaurant Group Inc. Learn the importance of defining and building your brand through your menu, decor, beverage program and service style. Find valuable ideas for developing and implementing an affordable marketing plan. 2 – 4 p.m., Tommy O’s Pacific Rim Grill, Vancouver
R.S.V.P. to Thelma Mosebar at 360.701.3359 or thelma@wrahome.com. For more information visit www.WRAhome.com/swchapter
Choices H.I.H.I.T. understands that choices are as important as affordability.
Did you know...
You can choose your own doctor. Keep an existing relationship and continue to use your existing doctor or choose from over 17,000 physicians statewide and over 5,000 dental providers statewide. H.I.H.I.T. is the plan of choice when it comes to offering benefits and options to the hospitality industry. Enroll in a health care plan today. Call Pam Moynahan toll free at 877.892.9203.
Visit www.WRAhome.com/calendar for a full list of events.
INDUSTRY CALENDAR Training | Meetings | Events September & October
GET INVOLVED! Attend your local chapter events! See below for dates!
Events September 1 September 14 September 14 October 6 October 12
Seattle Chapter Event: Yes to 1100 SW Chapter Event: Manage Labor Costs While Building Guest Loyalty Spokane Chapter Event: Yes to 1100 Seattle Chapter Event SW Chapter Event
Training September 7 September 16 September 20 October 18 October 28
ServSafe®, Seattle ServSafe®, Tacoma ServSafe®, Everett ServSafe®, Post Falls, ID ServSafe®, Kent
Meetings September 7 September 14 September 21 September 21 September 28 October 5 October 12 October 13 October 19 October 26 October 26
Executive Committee Meeting Member Services Committee Meeting H.I.H.I.T. Meeting Finance Committee Meeting Government Affairs Committee Meeting Executive Committee Meeting Spokane Chapter Meeting Member Services Sub-Committee Meeting Finance Committee Meeting WRA Board of Directors Meeting WRAEF Board Meeting
26 | www.WRAhome.com
Visit www.WRAhome.com/calendar for a full list of events.
Find What You Need at the
Online Buyers Guide DINING & ENTERTAINMENT
EQUIPMENT & FURNISHING
FOOD & BEVERAGE
SERVICES
PR & MARKETING
SUPPLIES
HUMAN RESOURCES
Visit www.WRAmarketplace.com today!
Welcome New Allied Members Percival and Associates Mark Percival PO Box 2272 Tacoma, WA 98401-2272 253.922.7777 www.percivalvaluation.com We are a multi-discipline appraisal firm with 30+ years experience in the real estate field. We are SBA qualified to value 100% closely held businesses. We are certified equipment and machinery appraisers, and will appraise all areas of Washington state. Chef’s Club Special Offer: 5% discount on all services Worksource Vancouver Patrick Williams 5411 E. Mill Plain Blvd. Ste. 15 Vancouver, WA 98661-7046 360.735.5000 pgwilliams@esd.wa.gov www.go2worksource.com Solve your employment woes at no cost with WorkSource experts to help you attract, screen and retain qualified workers. Position yourself correctly with wage data and current labor market information, take advantage of tax credits and bonding, use conference rooms for interviews, and more, all just a click or call away. Young’s Columbia Wine Company Terry Lawler 3808 N. Sullivan Rd. Bldg. 2, Ste. D Spokane, WA 99216-1608 509.893.4465 terry.lawler@coldist.com www.columbia-dist.com Wine distributor & wholesaler.
Welcome New Members 19 Mile House, Toutle Luna Park Cafe, Seattle Jet City Pizza International, Inc., Seattle Office Bar and Grill, Kent Century Ballroom, LLC, Seattle Primo, Seattle Sunroom Café, Bainbridge Island Limit Bar & Grill, The, Centralia Peters Inn, Packwood One Thirty Bar and Grill, Stevenson L and C Subways, LLC, Mead Sidewalk Café, Olympia Sticky Fingers B-B-Q, Marysville
WASHINGTON’S
RESTAURANT
INDUSTRY NEWS YOUR ONE STOP
RESOURCE
WRAhome.com/news t Industry trends t Economics t Legislative issues t Marketing ideas t Association news
Helping Members Succeed 28 | www.WRAhome.com
You want to be known for fabulous dinners.
Perfect.
Be seen and known. Update your profile on Washington’s favorite dining guide.
dineNW.com We’re looking for member chef profiles, events and recipes. Contact us at dinenw@wrahome.com to schedule an interview today.
Marketplace SELLING OR BUYING?
PROFESSIONAL SELLER REPRESENTATION BY IBA
Thinking about selling or buying an existing restaurant, or adding a new location? Call Allan Boden, Sunbelt restaurant specialist at 206.229.4717, or email a.boden@sunbeltnetwork.com. Sunbelt has been serving clients since 1982 with offices nationwide. www.sunbeltseattle.com
Thinking of selling a restaurant or food & hospitality related manufacturing, distribution, or service company? We have completed over 4000 transactions since 1975. Please contact us at (425) 454-3052 or by email at info@ibainc.com for additional information. All conversations held in strict confidence. www.ibainc.com
Have You Ever Considered Buying or Selling a Restaurant?
SERVSAFE®
Get a FREE business evaluation and consultation today. Buyers and sellers are waiting to hear from YOU. Call Steve Hynds today at 425.343.2500, or shynds@balcosbusinessbrokers.com. www.stevehynds.com
The WRA Education Foundation holds ServSafe food safety courses throughout Washington. Visit www. WRAhome.com/training for schedule information. Fee is $125 for members and includes the text, class and exam.
The Power of Social Media for Restaurants Presented by Restaurant Seminars, Inc. Offering Restaurant Seminars for over 30 years Four Hours (9:00 a.m. to 1:00 p.m.) Hands-On Learning Including: How to create Facebook and Twitter pages How to make your fan page dynamic and easy to update How to make Twitter easy, mobile and fast Pam Christiansen, international speaker with 25 years in the IT field now specializing in social media for restaurants Call October 19, 2010 (800) 526-5798 Portland, OR to register or visit October 26, 2010 restaurantseminars.com Seattle, WA
September Chef’s Club Vino! A Wineshop Nancy Sazama 222 S. Washington St. Spokane, WA 99201-4318 509.838.1229 nancy@vinowine.com www.vinowine.com
Chef’s Club Special Offer: 10% discount on anything in the store.
Vino! A Wineshop, Spokane’s downtown wine shop. Selling wine from around the world specializing in Northwest wine. Wine Tasting every Friday & Saturday afternoon. Discount buying club. Wine of the month club. Vino! We know wine.
30 | www.WRAhome.com
Where to Eat Guide Seattle Metro John Herbik 1211 S.W. Bryanwood Place Chef’s Club Special Bend, OR 97702-2680 Offer: $100 off 541.610.4122 published print info@theeatguide.com advertising rates. www.theeatguide.com We are a restaurant guide in print and online for tourism.
S
tretch Your Healthcare BeneďŹ ts
without Stretching Your Wallet Strata Limited Benefit Health Plan offers employees flexible healthcare coverage without costing the employer. Strata Plan is an affordable limited benefit health insurance* program that WRA members can offer to full or part time employees. Strata offers an extensive network of physicians and is available to employees with pre-existing conditions and there are no exclusions for smokers.
Enrollees can be covered for the cost of a month of daily lattĂŠs.
For more information or to sign up contact your local area coordinator at www.WRAhome.com/healthcare * Limited Benefit Health Insurance is not basic health insurance or major medical coverage and is not designed as a substitute for basic health insurance of major medical coverage. Benefits may vary from state to state. The policies contain reductions, limitations, exclusions and termination provisions. Full details of the coverage are contained in each policy. If there are any conflicts between this document and each Policy, the Policy (series N20000 through N20010) shall govern. Not all coverages are available in every state. Limited Benefit Health Insurance is underwritten by National Fire Insurance Company of Pittsburgh, Pa. with its principal place of business in New York, NY.
PRSRT STD US POSTAGE PAID OLYMPIA, WA PERMIT NO 668
2 0 1 0
Golf FORE! Education
Thank You
to all our sponsors for making this event a success!
Amy’s on the Bay Bargreen Ellingson, Inc. Boyd Coffee Company Chef Works Coca-Cola ConAgra Foods Consolidated Restaurants, Inc. Crown Royal Black Darigold, Inc. Duck Delivery Produce, Inc. Ecolab French’s Foodservice Food Services of America
Hotel Sierra John Howie Steak Kettle Foods Kevin Coluccio Le Cordon Bleu Mirabeau Park Panda Express Pearl Vodka Odom-Southern Distributors, LLC Ram International Redmond Inn Residence Inn by Marriott RESTORx DKI
Ride the Ducks of Seattle Schwartz Brothers Restaurants Seastar Restaurant and Raw Bar Silver Cloud Inn Space Needle, LLC. Spazzo Italian Grill & Wine Bar Sport Restaurant & Bar Stanley and Seaforts Sysco T.S. McHugh’s Irish Pub & Restaurant Talus Media Trident Seafoods Tutta Bella