Won’t you be my regular?
Customers who keep coming back are worth a lot more than just their contribution to the bottom line. Here’s how to go get them—and keep the ones you have.
Tyrant or tenderheart: What’s your management style?
Watching episodes of Hell’s Kitchen, the average viewer comes away thinking that cursing, screaming and ruthless bullying is the only way to run a successful restaurant kitchen. True, many chefs are as hellish as Gordon Ramsay appears on TV, routinely leaving their staff quaking in their clogs. But some industry veterans are embracing a kinder, gentler management style—and finding it has its place.