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View Full Version : The wrong answer?


txschutte
09-14-2009, 07:48 PM
I've had a few complaints lately from a few poeple stopping to get food later in the evening. Basically, after I've sold out before 10pm on Fri. and Sat Nights. I list as being open til 10 pm.

When asked why I don't cook more food next time, I replied that I like to keep my food somewhat exclusive. I WANTED to say I won't simply have more food on hand to sell to a few stragglers that may or may not come in.

Did I react well, or am I losing business because I simply won't up the amounts of food I am cooking?

Let me add: I am very comfortable with the reciepts I have right now. Everything is manageable. I don't want my business to expand too much right away.

baldbill
09-14-2009, 08:08 PM
I would say you are correct in your responce. I would rather produce a quality product that is managable to do than to increase productivity and decrease the quality. If you are happy with your reciepts then progress at a rate you feel comfortable with. Disclaimer- any misspellings do not count I am an Auburn Graduate. WARRR EAGLE

baldbill- slinging wood in the neighborhood

Kevin
09-14-2009, 08:09 PM
Exclusive may be a poor choice of words, it could be construed that you wish to exclude some customers from your offerings. Maybe just convey the message that you wish to have only fresh offerings for your clientele.

Midnight Smoke
09-14-2009, 08:46 PM
Not in the business, but as a customer if I came in before close and was told sorry, no food for you. I may not come back and would tell everyone I knew about the service. You may have very good food but if it was my 1st visit and got the sorry response it would make me think twice about ever going again.

From a business standpoint, I would account for how many customers are straggling in and decide if some profits were being lost.

Now if we are talking a total of 2 customers then it sounds like you have it down, with the advice from Kevin.

afreemaniii
09-14-2009, 08:54 PM
Maybe change to your sign to "open until 10 or when the food runs out." There are plenty of great bbq joints that only cook so much each day and when it's gone, it's gone. People will learn to get there early if they want some of your food.

txschutte
09-14-2009, 08:59 PM
Simple. Close at 9.

These few are people that live in Cozad, it's usually the same ones every couple of weeks. Sometimes they get in to buy a bit earlier, sometimes they're arsed out.

They buy, they buy not in huge numbers, maybe a sammie and soda, no meals or full racks. They love the q. Maybe a bump in 1 butt in the weekend and a rack wouldn't hurt.

Thanks, guys. I need to hear the customers side once in a while.

I have a tendency to treat them like BBQ judges sometimes (according to Mrs tx):roll:

BBQchef33
09-14-2009, 09:03 PM
Maybe change to your sign to "open until 10 or when the food runs out." There are plenty of great bbq joints that only cook so much each day and when it's gone, it's gone. People will learn to get there early if they want some of your food.

^^^^^^
thats theres what I was gonna say.

HoDeDo
09-14-2009, 11:34 PM
I would echo Aubrey -- add the "or until the Que is gone" -- if they need an explanation, tell them that good quality Que, takes time to complete, and you cook the amount that will allow you to produce the highest quality product each day.

If they are worried about a late pick-up, you might offer them a pre-order, since it sounds like you know their buying habits.

Keep on kickin butt!!!

BBQ Grail
09-14-2009, 11:35 PM
Anyone showing up at 10:00pm should know Wyatt's in bed by then.

Jorge
09-15-2009, 12:03 AM
If they are worried about a late pick-up, you might offer them a pre-order, since it sounds like you know their buying habits.

Keep on kickin butt!!!

There is your answer.

If they stiff you after placing their order for the following week, ask for the $ up front the next time.

Bigmista
09-15-2009, 01:49 AM
We encourage our customers to call if they plan on coming later in the day and we will set something aside for them. That way, if they don't call it's their loss.

Mutha Chicken BBQ
09-15-2009, 06:09 AM
We encourage our customers to call if they plan on coming later in the day and we will set something aside for them. That way, if they don't call it's their loss.

That is the way I hande it. If you call before noon I garuntee I have your food for you at the time you request. After 2pm it's a crap shoot. Course I close at 6pm, or when I sell out. ( so you methods may vary) I can only do 120 racks a day and they are almost all spoken for by 2pm. I always keep 6 racks set aside for those just in case customers. Makes me look good by makin a big deal out of trying to make something happen for them.

Bbq Bubba
09-15-2009, 09:55 AM
My sign says I'm open till 6 or until sold out!
If its happening a lot, your losing money.I push flyers & cards stating call ahead & pre orders are accepted, works great!

CROSSCZEK
09-15-2009, 10:34 AM
My sign says I'm open till 6 or until sold out!
If its happening a lot, your losing money.I push flyers & cards stating call ahead & pre orders are accepted, works great!

I'm not in the selling business either, but I am in the buying business.
If I saw a sign that said "Open till 6 or till sold out" I would have to respect that good Q takes a while to create, it's not just something you whip up or want to sell left overs of the next day. Add in that with a simple call, you'll set something aside for pick-up, that adds a personal touch and says you'll go out of your way for them. You may soon find you're knowing more and more customers by name. Most everybody's got a cell phone these days, and it's not like they forget that dinner happens every night.

That's my opinion, worth price charged.
-scott

Spydermike72
09-15-2009, 12:30 PM
Coming from both sides of the fence, I have noticed that BBQ Joints (or whatever we want to call it) is the only part of the trade that has "Or until sold out" as a closing time. Now those of us in the biz understand why this is. But to the average consumer this may not be acceptable and may give them a reason to move on. I am not condoning this thought process, but I can see where they would be coming from.

Of course this is all hypothetical on my part and may never happen...:mrgreen:

Against The Grain
09-15-2009, 12:59 PM
I like a place in Houston called Thelma's BBQ her sign says
"When It's Gone It's Gone"

Grillman
09-15-2009, 01:21 PM
It kinda sux when you're hungry and the place is sold out when you
get there.

You might consider making extra of one thing that will hold well for longer
periods.....perhaps "Pulled Pork"....that way when you get those late
customers, you can tell them...."It's been a busy day and all I have left
is some Pulled Pork.....would you like me to make you a Killer Pulled Pork
sandwich?"

Just an Idea.

Chuckwagonbbqco
09-15-2009, 01:26 PM
Try to put yourself in the customer's position. Tell the customer something that means something to him.
-- We BBQ fresh every day to insure that our customers are being served the best BBQ they can get. We could BBQ a ton of meat and freeze it, then microwave each order as it is sold, but we want you to have the best---not the easiest.

---Start a VIP Club with special pricing on call ahead orders. The only requirement to be a VIP is to have your restaurant's phone number programed into their cell phone. Your phone in orders will double---You have made your customers feel "special"

---Is there a bar nearby? We always cooked extra ribs, and if it looked like we were going to have leftovers----I would send an employee over to the bar with a rib plate and have them buy a drink and sit there and eat the ribs. It never failed---the bar patrons would order food.

--- leftover ribs will make good rib sandwiches the next day, and rib meat stripped off the bone goes great in greens.

---Todays consumer has been taught that they are always right----and that if you close at 10:00 --that means that they can show up at 9:59:59 and get whatever they want. It is very dificult to keep BBQ at it's optimum for all hours that you are open. BBQ restaurant is kinda like a BBQ contest ---only as you are getting ready for your 2:00 turn in time----the time gets changed to 8:00

There are no easy answers----try to make each customer feel important---call them by name---as they leave say "It was great seeing you again. If you have one or 2 customers that buy ribs 3 or 4 times a week ask then for their phone number in case you have left over ribs at the end of the day. If you must discount something---at least discount it to someone who is spending a lot of money with you.

landarc
09-15-2009, 01:46 PM
There have been several very good BBQ places around here that posted that they do their best, but, that they do run out as they only have so much room in their smokers to do a quality job. The thing that will lose me every time is the see a good place increase their volume and lose the quality of the food. If I sense that this is the case, I will not return, it tells me the owners do not care about the food.

Jacked UP BBQ
09-15-2009, 02:09 PM
Very simple solution IMO. Cook more food. Running out of food is the worst thing you can do. How pissed of would you be if you went to Olive garden and they were out of pasta. What if you went to Mcdonalds and they had no burgers? You know where I am going. You are in business to make money. You need to figure out a way to service everyone who walks through your door, word of mouth will either make you or break you. Make sure you make it positive.

CajunSmoker
09-15-2009, 02:10 PM
Anyone showing up at 10:00pm should know Wyatt's in bed by then.
:biggrin::biggrin::lol::lol:

Bbq Bubba
09-15-2009, 02:29 PM
GREAT advice!Try to put yourself in the customer's position. Tell the customer something that means something to him.
-- We BBQ fresh every day to insure that our customers are being served the best BBQ they can get. We could BBQ a ton of meat and freeze it, then microwave each order as it is sold, but we want you to have the best---not the easiest.

---Start a VIP Club with special pricing on call ahead orders. The only requirement to be a VIP is to have your restaurant's phone number programed into their cell phone. Your phone in orders will double---You have made your customers feel "special"

---Is there a bar nearby? We always cooked extra ribs, and if it looked like we were going to have leftovers----I would send an employee over to the bar with a rib plate and have them buy a drink and sit there and eat the ribs. It never failed---the bar patrons would order food.

--- leftover ribs will make good rib sandwiches the next day, and rib meat stripped off the bone goes great in greens.

---Todays consumer has been taught that they are always right----and that if you close at 10:00 --that means that they can show up at 9:59:59 and get whatever they want. It is very dificult to keep BBQ at it's optimum for all hours that you are open. BBQ restaurant is kinda like a BBQ contest ---only as you are getting ready for your 2:00 turn in time----the time gets changed to 8:00

There are no easy answers----try to make each customer feel important---call them by name---as they leave say "It was great seeing you again. If you have one or 2 customers that buy ribs 3 or 4 times a week ask then for their phone number in case you have left over ribs at the end of the day. If you must discount something---at least discount it to someone who is spending a lot of money with you.

landarc
09-15-2009, 04:52 PM
You know, funny enough, I just got back from trying a friends new BBQ venture and he was out of brisket. I went there for the brisket. He was very honest and said that demand had outstripped supply, that his weekend events went so well, he simply ran out of brisket. He sold 90 briskets over 2 days, who knew?

txschutte
09-21-2009, 06:58 PM
Well this past Saturday Night, I had 1 more butt cooked, and 2 racks of spares more than normal. By a fluke, I had a flood of folks stop in at about 8:0 pm. All of the butt that I had cooked and one of the 2racks were wiped out.

But, here's the farkin' kicker:

The folks I had talked about in my original post stopped in at about 9:50pm (I made note of the time.) They asked if I had any left, and I told them just one rack of spares. They quickly said they wanted them. I wrapped the ribs up while Mrstx took care of the bill.

I heard the wife ask for $16 for thew ribs just as normal for our full racks. The would-have-been customer said they wouldn't pay full price for food that was still around at closing time.:icon_pissed

Mrs tx knew that these were the same people bitching about not getting any Q later at night, so she told them that not to worry about it, she has two sons at home that would eat 3 day old hot dogs if you gave them the opportunity. The woman in the group started to gripe about how people don't know how to treat their customers anymore.

My wonderful wife simply replied, "I don't see any customers here, just people out to try to manipulate a bargain. We don't need customers like that."

I'll continue to cook more food, but to hell with these peopl Anyone else come across anything like this?

Farkin Freeloaders.:icon_pissed

Rich Parker
09-21-2009, 07:18 PM
Well this past Saturday Night, I had 1 more butt cooked, and 2 racks of spares more than normal. By a fluke, I had a flood of folks stop in at about 8:0 pm. All of the butt that I had cooked and one of the 2racks were wiped out.

But, here's the farkin' kicker:

The folks I had talked about in my original post stopped in at about 9:50pm (I made note of the time.) They asked if I had any left, and I told them just one rack of spares. They quickly said they wanted them. I wrapped the ribs up while Mrstx took care of the bill.

I heard the wife ask for $16 for thew ribs just as normal for our full racks. The would-have-been customer said they wouldn't pay full price for food that was still around at closing time.:icon_pissed

Mrs tx knew that these were the same people bitching about not getting any Q later at night, so she told them that not to worry about it, she has two sons at home that would eat 3 day old hot dogs if you gave them the opportunity. The woman in the group started to gripe about how people don't know how to treat their customers anymore.

My wonderful wife simply replied, "I don't see any customers here, just people out to try to manipulate a bargain. We don't need customers like that."

I'll continue to cook more food, but to hell with these peopl Anyone else come across anything like this?

Farkin Freeloaders.:icon_pissed

What a bunch of losers!

Ford
09-22-2009, 09:17 AM
Let me add: I am very comfortable with the reciepts I have right now. Everything is manageable. I don't want my business to expand too much right away.
Well I think you answered your question with this quote. I agree put up hours or until sold out. Make up flyers that say pre-order and state if you come late some things may be sold out or you could close early. Good BBQ takes time and we can't just nuke something like most restaurants.

As for the folks that tried to talk down the price - customers like tht you don't need. BUt don't tell them it's the last slab ask them what they want from what's available but no more info. TMI = how about a deal.

Sounds like your doing good. I'm trying to focus more on the weekend large events and when it's good it's great but there are a lot of highs and lows. Maybe I'll buy a small restaurant this winter.

Spydermike72
09-22-2009, 09:49 AM
Well this past Saturday Night, I had 1 more butt cooked, and 2 racks of spares more than normal. By a fluke, I had a flood of folks stop in at about 8:0 pm. All of the butt that I had cooked and one of the 2racks were wiped out.

But, here's the farkin' kicker:

The folks I had talked about in my original post stopped in at about 9:50pm (I made note of the time.) They asked if I had any left, and I told them just one rack of spares. They quickly said they wanted them. I wrapped the ribs up while Mrstx took care of the bill.

I heard the wife ask for $16 for thew ribs just as normal for our full racks. The would-have-been customer said they wouldn't pay full price for food that was still around at closing time.:icon_pissed

Mrs tx knew that these were the same people bitching about not getting any Q later at night, so she told them that not to worry about it, she has two sons at home that would eat 3 day old hot dogs if you gave them the opportunity. The woman in the group started to gripe about how people don't know how to treat their customers anymore.

My wonderful wife simply replied, "I don't see any customers here, just people out to try to manipulate a bargain. We don't need customers like that."

I'll continue to cook more food, but to hell with these peopl Anyone else come across anything like this?

Farkin Freeloaders.:icon_pissed

MrsTx handled that awesome!!

Ashmont
09-22-2009, 10:17 AM
MrsTx handled that awesome!!



WTG MrsTX!!!! I can hear Mrs Ash saying the same thing (Accountant mod)


Talk about manipulation! I worked at Shoneys (No Closed) in high school as a line cook. We were always told that we were not a fast food restaurant by management. But in the same training we had we were told to have Meals out in 7 mins or customers get it free! :shock: Ok were not fast food restaurant but we have to cook food fast! This couple use to come in every Sat at 3:30 when staff at the lowest. The Both would order steak well done with salad bar! You know where this is going! Eat and eat and eat SB wait the seven min then call management over and get meal for free! Then Take the Steaks home in to go bags. It was also management that told us not to thaw any steaks until ordered. I often wondered if the manager and the people knew each other (He was fired a month later)

On Saturday he was off and we had a different manager. We told him what was up and that the line crew wasnt gonna take any more hits to raises because if we didnt get it out it lowered our raises! We said if they didnt come in we would pay for the meals outta or pockets. We thawed what they normally ate and started cooking it before they arrived. Sure enough here they come! They ordered started to the SB and before they finished their first plate the dinner was on the table. Shoulda seen the looks on their faces (actually having to pay!) This went on for the next three weeks then for some reason they stopped coming in! :lol::lol:

Policy was changed regarding the thawing of the steaks!


So Shane and Vel and we really know Wyatt does the cooking anyway WTG

blues_n_cues
09-22-2009, 11:01 AM
Well this past Saturday Night, I had 1 more butt cooked, and 2 racks of spares more than normal. By a fluke, I had a flood of folks stop in at about 8:0 pm. All of the butt that I had cooked and one of the 2racks were wiped out.

But, here's the farkin' kicker:

The folks I had talked about in my original post stopped in at about 9:50pm (I made note of the time.) They asked if I had any left, and I told them just one rack of spares. They quickly said they wanted them. I wrapped the ribs up while Mrstx took care of the bill.

I heard the wife ask for $16 for thew ribs just as normal for our full racks. The would-have-been customer said they wouldn't pay full price for food that was still around at closing time.:icon_pissed

Mrs tx knew that these were the same people bitching about not getting any Q later at night, so she told them that not to worry about it, she has two sons at home that would eat 3 day old hot dogs if you gave them the opportunity. The woman in the group started to gripe about how people don't know how to treat their customers anymore.

My wonderful wife simply replied, "I don't see any customers here, just people out to try to manipulate a bargain. We don't need customers like that."

I'll continue to cook more food, but to hell with these peopl Anyone else come across anything like this?

Farkin Freeloaders.:icon_pissed
we used to have a sign that stated "if you are unhappy w/ our food or service-we're sorry" and the owner would say "f*ck ya very much come again"..no lack of business in a tourist town.

landarc
09-22-2009, 11:54 AM
You see people like that in all sorts of business. I used to participate in flyfishing shows and folks would wait until the end then approach with 'I will buy stuff cheap, you don't want to have to haul it all home' or in the restaurant, same thing, 'well, you have the food prepped, you have to throw it out, we will buy it cheap'. Those customers will drive you broke.

BBQ Grail
09-22-2009, 12:30 PM
Well this past Saturday Night, I had 1 more butt cooked, and 2 racks of spares more than normal. By a fluke, I had a flood of folks stop in at about 8:0 pm. All of the butt that I had cooked and one of the 2racks were wiped out.

But, here's the farkin' kicker:

The folks I had talked about in my original post stopped in at about 9:50pm (I made note of the time.) They asked if I had any left, and I told them just one rack of spares. They quickly said they wanted them. I wrapped the ribs up while Mrstx took care of the bill.

I heard the wife ask for $16 for thew ribs just as normal for our full racks. The would-have-been customer said they wouldn't pay full price for food that was still around at closing time.:icon_pissed

Mrs tx knew that these were the same people bitching about not getting any Q later at night, so she told them that not to worry about it, she has two sons at home that would eat 3 day old hot dogs if you gave them the opportunity. The woman in the group started to gripe about how people don't know how to treat their customers anymore.

My wonderful wife simply replied, "I don't see any customers here, just people out to try to manipulate a bargain. We don't need customers like that."

I'll continue to cook more food, but to hell with these peopl Anyone else come across anything like this?

Farkin Freeloaders.:icon_pissed

I checked and Velma (Mrs Tx) has not been on since Christmas Eve. We need this women on the Forum more often. She is brethren material through and through.