Restaurateurs listening to customer concerns

The restaurant industry locally is holding its own and, in some cases, doing quite well in the face of the current economic news. With so many independent restaurateurs in the state, changes in how business is done can be made more readily as the marketplace dictates. Chefs and restaurant proprietors throughout the state are finding that what made them successful in the first place is seeing them through the current downturn. A theme that appears to be resonating with operators of fine-dining spots to casual cafes is listening to their customers.
“Because BBQ is a niche market, our guests still come to us to satisfy that craving,” says Linda Watson of LJ’s BBQ in Pawtucket. “While, like all restaurants, our customer count is down from last year, here at LJ’s our average sales check is up and we have not gone up on our menu prices.” Watson’s restaurant runs promotions on the Web site Restaurant.com, which offers discount gift certificates for purchase. On LJ’s Web site, there is a printable coupon for half-price appetizers at the bar Tuesday through Thursday. Take out orders for the restaurant’s barbecue specialties are up over last year, according to sales figures supplied by LJ’s. Desserts are made in-house, which enables more savings; as does the sourcing of wines from dollar-favorable countries such as Argentina and Chile.
Eleven Forty Nine Restaurant in East Greenwich is sending more “to-go” containers home with its guests these days. Vice President of Restaurant Operations Rand Robison says, “That tells us guests are enjoying the re-heats the following day and like the value of two meals. Quality, service and especially hospitality have to be consistent now that guests are more selective with their dining dollars.” Robison notes that 1149’s weekend patrons are not cutting back on what they order, but early-week business has slowed. Robison has seen a decline in family dining during the early week and has plans in the works to bring back that segment of his neighborhood restaurant’s customers.
At the White Horse Tavern in Newport, general manager Gary Swanson is hearing his customers, particularly those booking parties, start out their event planning by stating that they are on strict budgets. Swanson and the White Horse chefs then build their menus to suit. Swanson says this “ordering-in-reverse” trend is coming from individuals as well as businesses.
Seasonal specials and discounts have enabled 15 Point Road in Portsmouth to stay even with last year’s sales. Chef-owner Steve Renshaw offers a prix fixe menu consisting of wine, entree, starch, fresh vegetables, dessert and beverage for $18.00 per person. When planning the menu, Renshaw contemplated dropping wine, coffee and dessert but held steadfast.
Food costs are actually working in at least one restaurant’s favor. Legal Sea Foods’ Warwick General Manager Tim Mollman reports, “Recently, the economy has nudged down lobster pricing so we’ve been able to pass along these savings to our guests via lobster features and promotions.”
The Spiced Pear Restaurant at the Chanler Hotel in Newport is widely known for its elegant presentation and hospitality. Acting General Manager Rick Benton wants the boutique hotel at Cliff Walk to be known for value as well. The restaurant is launching a separate all-day menu that he describes as “price conscious.”
There is no waiting for word from corporate headquarters when the boss is in the kitchen. This rapid response to customer needs not only is serving the local restaurant business well but also adds to the personal relationship so many diners feel they have with their favorite restaurant. &#8226
Dining Out with Bruce Newbury can be heard on TalkRadio 920 WHJJ-AM Fridays at 6 p.m. and Saturdays at noon.
E-mail bruce@brucenewbury.com.