How A Growth Mindset Can Change Your Restaurant with David Scott Peters

SPEAKERS

David Scott Peters, Zack Oates

David Scott Peters (preview)

Stop blaming anyone else. Whatever’s going on in your business, you’ve got to take ownership. See in the Restaurant Prosperity Formula, the very first aspect of that equation is leadership. You have to be the leader your restaurant needs.

Zack Oates

(Intro) What’s up? Zack Oates here – author, entrepreneur and customer relationship guru. Welcome to Give an Ovation: growth strategies for restaurants and retailers, where we find industry leaders to share their secrets to grow your business. This podcast is sponsored by Ovation, the actionable guest feedback tool that works on or off premise, and is easy, real-time, and actually drives revenue. Learn more at Ovationup.com.

I am joined today by David Scott Peters, who is an author, restaurant coach and speaker who teaches restaurant operators how to take control of their businesses. Like me, you may have seen him speak at numerous trade shows and events. Or maybe you read his book, The Restaurant Prosperity Formula: What Successful Restaurateurs do, or maybe you heard about him from my episode with Matt Plapp, where he got a shout out. But David, thank you for joining us today on Give an Ovation.

David Scott Peters

I appreciate you having me on. I look forward to our conversation.

Zack Oates

So David, first of all, tell me a little bit about what you’re doing right now. Because I know you are super busy. I would love to hear more about it.

David Scott Peters

Well, primarily I’m a restaurant coach. And what I do is I help people achieve restaurant prosperity, freedom for restaurant and the financial freedom you deserve. And over the years, I’ve been coaching since 2003. And what I used to focus on is prime costs and numbers and numbers… While those are a part of it, what I’ve determined is if I can get you to change your mindset, from a fixed mindset to a growth mindset, put managers in place systems in place and accountability, you’re going to be on your way to being able to leave your restaurant. And if I can get you to leave your restaurant, you’re actually making the money you deserve. And that’s kind of my new focus as far as with my restaurant transformation group.

Zack Oates

Awesome. That sounds super interesting. Let me start with a hardball question. First of all, because the word is in your title in the subtitle of your book. The thing that I am super curious about is why is it not “restauranteurs”? Why is it restaurateur?? What, Why is the n?

David Scott Peters

You know, if I was an English major, I could tell you. I was a speech comms guy – I can speak but writing is not my deal. I can only tell you this, it took me when I started coaching ,spelling the word “restaurant” took me forever. So I’m the wrong guy that

Zack Oates

I know. Because as I was as I was typing it out and looking at your book, which is fantastic. By the way, it was like yeah, wait a second. Is it restaurant tours or not with the end? anyway? That’s stretchers. I don’t yet restaurant you know, call me crazy. Anyway. Well, besides besides that, first of all, he talked about this growth mindset. What does that mean for a successful restaurant tour?

David Scott Peters

Well, let’s let’s we’ve just come through the most amazing, challenging time for COVID. I mean, it, we’ve never seen anything like it in industry. And I would I would tell you that right now, as an operator, we’re in worse shape than we were because you pulled back on your management, you pulled back on your employees. Did everything you could to survive, instead of working on your business, you were back in it. And things started like oh my gosh, just recently, record sales. I’ve got members of record sales coming back, and we can’t find a single employee. And all of a sudden, that’s harder today than it was March of 2020.

And what we have to do as the leaders of our business is changed from a fixed mindset, to a growth mindset. And a fixed mindset, in a simplest term is: A challenge is presented, and we get into this woe is me, like, Ah, it’s gonna stop me dead in my tracks. I don’t know how to do that. I might as well just fold you know, Woe is me. Whereas a growth mindset says, this is a challenge now I’m gonna divert for a second. I’ll tell you a personal philosophy is as an entrepreneur, you got to give yourself permission to feel bad, to be down. You can have one bad day like, Oh my gosh, this is horrible. I can’t believe it. You can cry, drink yourself to sleep, eat yourself to sleep. I don’t care what bad behavior you have. You get the one day. It’s what we do the next day that defines us. And that’s the growth mindset to say, you know what, I can fix anything, I can learn anything, I can do anything. It may take me a little time, but nothing’s going to stop me. And so going from fixed to a growth mindset is critical. Because here’s the deal. Whether you’re working with me as a coach, whether you’re working with a software company, whether you’re working with, you know, just a mastermind group doesn’t matter. The solution to your problems in your restaurant is you. Nobody else. Nobody’s a magic pill. Nobody has a wand, it can make it good. You have to believe in yourself and understand you don’t know what you don’t know. Go get that information. And like you can cry It just may take a little more time than you’d like. But you can do it, you’re the solution. Does that makes sense?

Zack Oates

Oh, that makes total sense. And I think that I love how you put that. One bad day because that’s what I give myself. I give myself one bad day, a year, one day to wallow. One day to complain. And so that way I try to make sure to to not use it in the beginning of the year, you have saved that up.

David Scott Peters

I would tell you that. Sometimes you’re gonna have more than one bad day. But yeah, again, the key is what you do the next day defines you as an entrepreneur. And there’s no riskier entrepreneur in the world than a restaurant owner. And so you’ve got to have the fortitude to get through any kind of obstacle.

Zack Oates

Amen, because I think it is so important that a lot of times as entrepreneurs, we think, oh, let’s just like keep going and grit and grit and grit. And if you never give yourself a moment to unscrew the top of that soda bottle, right? Every day it’s getting shook, shook, shook, shook. And if you don’t give yourself the time every now and again to relax, to detach to, you know, I call it a Silent Saturday, where you know, put my phone in airplane mode for a few hours at least. It’s like, you need to be honest with yourself, right? If the bad thing happened, it’s okay to admit that a bad thing happened. But I love what you said. It’s like, yes, my knee is scraped. But guess what? I’m still going forward.

David Scott Peters

Right? So, Amen. I mean, the bottom line is, I mean, think about it. Most people open restaurants against everybody’s piece of advice. Oh, you don’t want to be there. Oh, my God, you want to be a restaurant? Are you crazy? You know. And the truth of matter is if you have passion for this industry, and you’re persistent, the two traits that I find the most successful restaurant owners ever have, are passion for the industry and persistence, nothing will stop them. Like there will be obstacles all the time. Heck, look at the last 12,16 months, it has been crazy. And the truth of matter is, you know, if we use as an example, we have people – 40% of our industry is gone. Like gone by that third, that third shutdown, depending on what state you’re in. They were gone. Yeah. And so now all of a sudden, you got to sit there and pat yourself on the back Go. While you may be down. While you may be oh my gosh, now it’s employees. You’ve bucked the trend, man, you stayed in business, you figured out how to pivot, ugly word, people are tired of hearing that damn word. But you figured it out. So you’ve got to say, hey, let me take, let me take inventory of all the positive things, the incredible things that I did that nobody else could have done in my shoes. With that said that that Saturday, they’re unplugged. You’ve got to find that passion again. Because as restaurant owners, I’m watching right now get burnout again, just Yeah, like why do I want to keep doing –

Zack Oates

Well they’re back on the line! They’re like, you know, if they’re doing all the stuff that they’ve hired everyone else to do? They’ve tried, right, David? They’ve built them to get out and of the restaurant. And now they’re back in, like in the thick of things and like, how do you do that and run a restaurant, and have the growth mindset and work on marketing, and pick out technologies. It’s like, how there’s too much to manage for one human.

David Scott Peters

That’s true. So the first thing you’ve got to do is reignite your passion, remind you why the hell you got into business in the first place. The second is what I talked about in my book, I work with my coaching members, for almost two decades now is, you need to find the one person on your team I call a “damn implementer”. Somebody who get shit done. Because you as an entrepreneur are like the idea person, I want to chase the new location, I want to work on marketing, I want to I want to develop a menu, I want to talk to my guests, it’s like that jazzes you up. But to fill out a checklist every day to type in numbers into a spreadsheet or software, do the same thing over and over again, day after day, you’re not built for it, you will fail at it. And it’s not because you can’t do it, it’s because you don’t have a love for it. So your job as an owner, is to remind yourself, you’re supposed to work on budgets, you’re supposed to work on marketing, you’re supposed to leave the team, train your people hold people accountable. You’re the leader your restaurant needs, you can’t be the best manager you have. So while we’re in this situation, and you’re back to working the line, you just need that plan. How are you going to get yourself back to being the leader? How are you going to find that implementer? What systems are you going to put in place? How are you going to get them trained, how fast you need to get done. And once you give yourself a plan. Like when you have a goal. Then shit happens. When you don’t you’re going to flail, you’re just going to be a speedboat on the middle of an open lake with no rudder, you’re running hard, but you will never hit the shore because you can never point in one direction and count on you’re going that way.

Zack Oates

Yeah, and that’s the reason why races have finished lines, right? It’s because it gives you something to go to work towards to know how much you’re putting into it. If you’re running right now without a finish line without a plan to get to that finish line of how do you get back out of your restaurant. How do you get good people in to run the day to day? It’s like well, that that is the recipe for burnout.

David Scott Peters

And yeah, and we talk about that. So there’s the challenges the growth mindset side of things. Yeah, you’re gonna get stuck in your business. I don’t have a magic wand. I cannot, I cannot make employees magically appear in your restaurant. All across the country. All across the country, small towns, big cities, New York to to nowhere in Sheboygan, North Dakota. Everybody’s saying I can’t find anybody there. They’re applying, they’re ghosting me I you know, I can’t find anybody. What, am I going to fix that? Are you going to fix that? No.

But then you as the leader, as the person who has the passion, who’s got the growth mindset, you’re going to go, how do I overcome this? How do I make it that I’m not going to follow the chain restaurants that are now bumping their their wages so high? That what am I going to do? Well, they work for them for a reason. They work for you for a reason. It’s different. It’s a positive work environment, start to fix that thing. But now, hey, maybe I’ve got to reach out to all my friends. Literally one phone call at a time. Do you know anybody? Got a kid graduating high school? Dot dot dot. Like find a way! Don’t tell me why it can’t be done, tell me how it can be done!

Zack Oates

Because it has to be, right?

David Scott Peters

It’s right there. It has to be done. You know, I have one of my members talked to me and said, you know, it’s like, Hey, we asked them what were their most inspiring lessons I’ve learned. And one of my my members father is a retired Marine, well, you’re never retired as a Marine, like my son’s a marine. So I know that. He said, You’ve got to mark down what’s important, and what’s urgent, we got to work on the urgent right now. Like, there’s lots of important you’re gonna have that to do list, it’s gonna overwhelm you, make you feel like there’s an elephant on my chest, I got to get recipe cards that I need shift sheet inventory, holy crap, I need, you know, scheduling.

Start with the urgent and right now that’s people, getting them in getting them trained to your system, your process your way, ensuring you create a positive work environment, because here’s the deal. A lot of our industry, your burnout, COVID got them out of the business, they went holy crap, I don’t want to be back in this business. Now we’ve got servers for the first time that are working 4060 plus hours, like who does that? Servers want to come in and out work 20 hours a week, make more money, anybody in the restaurant. And all of a sudden, we got so few employees, we’re making everybody work and they’re burning out, they’re going away. And then we got these managers or you as an owner, getting short, because you’re tired, you’re burnout. And now customers don’t give a rat’s ass about COVID anymore. They’re berating your people, and they’re leaving. So everything we need to do to keep your people is create a positive work environment, fair pay, supervision, safe work environment, training, opportunity for advancement, being a part of something bigger. And oh, by the way, that takes time. There’s no magic pill. That may take six months to a year, honestly, because what needs to happen is when when one of your guests are walking in here and go, Hey, server, do you like working here? Oh, my gosh, it’s the best place in the world. You should apply! Oh, do you, you guys accepting applications? Oh, they always are. You should, you should, you know, you’d be great fit? Well, when your employees are recruiting for you naturally, then you’ve got the right work environment. But when they start going, now, you don’t want to work out what I mean? And so that’s not an easy fix. People want that easy fix for me all the time about employees right now. There is none.

Zack Oates

And one of the things that we, I’ve heard recently that we started doing with our employees is saying, Hey, what’s the likelihood of you being here another six months? Because I really want to make sure that you’re happy, and that you know, your needs are getting met. What I mean, just like shoot me straight, what’s the likelihood of you being here in six months scale of one to 10. And that it opens up a dialogue. Because you’re really good people. It’s not enough to just like, give them a paycheck and hope they stay around. You need to build something more, and have them be a part of that of that building.

David Scott Peters

Right you are. That’s magic. Because what you said everybody can learn from. You’re showing that you’re engaged with your employees and you appreciate them. They don’t have to like you, they have to respect you. But the moment they don’t feel appreciated, they’re gone. Like because there’s a job everywhere, like especially it’s – go to the restaurant industry. What’s a line cooks job? It’s an a hot, windowless room, being yelled at and under pressure all the time. Well, I could do that at a Taco Bell, I could do it a Ruth’s Chris Steakhouse, as a good to your restaurant. Why do I want to work for you? The environment, the people the support, that’s why I want to work for you. Right? We forget about that all the time as operators.

Zack Oates

The most significant human desire from Jeff Bezos, to you and I, to a line cook is the desire to feel important. And either they’re gonna get that from you or they’re gonna get that from somewhere else if you boil it down to a paycheck, that there’s no loyalty there, right?

David Scott Peters

Even when there’s loyalty, we have to remember they’re going to do what’s best for them. So they as long as you’re you’re providing them, you know, it’s Stephen Covey’s Seven Habits of Highly Effective People from 1990s. Man, I only remember one thing from the damn book, the emotional piggy bank. You make a deposit, when you do something nice. When you ask for something, you make it withdraw. The problem is we’re so over, you know, overdrawn in the bank account with most of our employees. They don’t want to be there anymore.

Zack Oates

Yeah. So speaking of employees, good employees create great customer experience, a lot of things have changed. Some haven’t. I guess, in your, in your mind, what’s the most important aspect of guest experience nowadays?

David Scott Peters

The most important aspect is making sure you hit all the little details so that one guest can stay engaged with the other. See, wow customer service isn’t Wow, look at us, aren’t we awesome? It’s that every need is anticipated and met for them. And that they can stay like if you and I were went out to lunch together. And we have this conversation when we’re at the door, we’re greeted very quickly. Now we may have our conversation still going and that employee has to read what it is. If not, hey, how’s your day going? And not zoom in front of everybody just like, Hey, nice pace, you know, and go through all the steps of service that we mark tables. Oh, I had soup. Oh, where’s the spoon? Oh, all those little things, interrupt the guests interaction. Now if I make sure your soda is always full, I don’t even ask if you want to refill. I’ll just bring you a new one halfway through. I don’t give a rat’s ass whether I’m waiting for you to go all the way down. And everything is marked and everything’s there. And every step of service is matched. The truth of matter is when I leave you, and I, you know, we give a man a big old bear hug dude, it was great seeing it was awesome. Wasn’t this place great? We should come here again. The truth is, they didn’t wow us. They allowed you and I to have a moment, to be focused on each other. And that’s when when memories are created. You don’t like wow, here’s a memory! It’s man – meet every need, and make sure that I want for nothing. And all I can do is stay engaged with the people I’m with. That’s how it’s done.

Zack Oates

Yeah, I love that. Because, yes, you go to a restaurant for food. But you really go to a restaurant, the majority of the time for people, and quite frankly, not the people who are there as much as the people that you bring, right, the people that you’re meeting. That’s, that’s what we do. You get together and you break bread, right? And it’s less about the baker. And it’s more about who’s there around the table.

David Scott Peters

Absolutely. Now, it doesn’t mean your food shouldn’t be good. And the service shouldn’t be good. But it’s not the thing that creates the visceral experience. Now, don’t get me wrong, that desert that’s to die for, that Margarita that crushes that one server that make me feel so comfortable, you know, and relaxed. Because I had two kids and I look, I looked absolutely frazzled. They brought a balloon and a coloring book and crayons and just kneeled down and spend a little time with him. So as a parent, I go *sigh*. Those things help too. Don’t get me wrong.

Zack Oates

No, absolutely love that. So speaking of like balloons and cool things, what successful things have you tried lately or seen lately?

David Scott Peters

You know, I’m going to tell you the thing that makes the most difference for me, when it comes to the operators out there is understanding going back to what we talked about is having a plan. I always want you if you’ve seen me speak several times, I always say the two most important things any restaurant should have are budgets and recipe costing cards. By the way, like what are the two things they never have? Budgets and recipe cost control. They’re so hard! Boo hoo. You’re in the toughest business I know. I’m going to focus on that budget. Because to be the leader your restaurant needs, you need to have your roadmap for success, what systems you’re going to put in place, how quickly the results you expect to get and how much money you need to make out of this business, then you can make the decisions on how many servers you need to run, maybe I’ve got to redo my menu.

During COVID, I had members we took from a 38% food cost to 26% actual, which means they needed an ideal cost of 24 and all the systems in place to control it. And they didn’t change their concept they didn’t wholesale, absolutely, you know, do knee jerk reaction and raise every price and so on. We did a lot of surgical things. And it saved their business. But it also meant what systems went in from key item tracker and waste tracker to a restaurant checkbook guardian to prep systems to ordering systems like one after another to where they know all their numbers. And that’s kind of where you get it. Your plan for success, how many employees you need, how much food you can buy, booze you can buy, what you need to do in your business. That’s a budget, and it’s critical.

Most people never want to do it, but I’m gonna tell you right now, how do you know what success looks like in your business? Do you use a national average? Well, that’d be a 34% food cost. What if you’re a steakhouse and you’re supposed to be 38? Wait a second. So now chef has to buy crappy product, reduce portion sizes, give your guests a shitty experience. What if you’re a pizza pasta place, you’re supposed to be 22! And you’re patting your GM on the back for hitting a 34%? Like, you gotta have your plan based on your location, your price point, your style of service, your quality product, your minimum wage, your core values. And so your plan is different from somebody else’s. Does that make sense?

Zack Oates

Oh, that makes total sense. And I think it’s, it’s so easy sometimes to look at the at the blanket picture but realizing that every restaurant is so unique, and I think restaurant owners and operators understand that in aggregate, but a lot of times, it’s hard to implement it for yourself. Right?

David Scott Peters

Now I don’t know about you. You’re a fit dude. I I have you know, way back in my glory days I was a D1 rower sat on my ass went backwards, you know? 9% body fat, 215. Well, now I’m 2-something up there. Every year or so I decide to go on a diet. Well guess what day two of the diet right now. What do we do? When we go on a diet what do we do? We get on a scale. And we measure, right? And then we have goals and what we’re going to do and how we’re going to do it. But if the day you stop getting on the scale, it’s amazing. My pants get short. I don’t know how it happens, right? Waistline goes out. Waiter start up. And so you’ve got to have those measurements in place those goals and how you’re going to achieve them.

Zack Oates

Because you know, I did one time, David, I one time I was I was gaining weight, gaining weight. And so I was like, Hey, I’m gonna start measuring, I’m gonna start weighing myself every day and use an expo marker and write it on the mirror. That way I can’t run away from it. Guess I did this every single day for a year, by the end of the year, you had to like, you know, I was like creating little windows to look to look through the mirror the expo marker. And guess what the weight was? Two pounds heavier. You want to know why? Because I didn’t do anything about it. I didn’t plan anything about it. I was only measuring it. So good for me for measuring. But like you said, it’s two things. You’ve gotta measure and you got to do something to improve it.

David Scott Peters

Well and that’s the key part. So let’s say even if you had a plan, if you did nothing. So my father had a phrase. He said “Ideas are cheap. It’s the people who put them into action that are priceless.” So my company name, while you may see me at David Scott Peters.com, my company is Take Action Enterprises. I created a pimp ring here it says take action. I’ve got a bracelet —

Zack Oates

I thought that was a Super Bowl ring right there.

David Scott Peters

Yeah, dude it is ego. I’m old, right? And then and then my license plate says Takac and if you asked my kids, but it’s take action. And I truly Oh, and now I’ve got a tattoo. That’s a midlife crisis. Says take action. And the whole idea is this what ideas are cheap. Like, we could listen to you in your your podcast, Ovation podcast and listen to all these experts. Man, you cannot walk away without getting some morsel that motivates and something you add to your to do list. But if that’s all you do is write it down. You don’t actually take action who gives a rat’s ass? Like it doesn’t do anything for you. So pick the one Gosh, darn thing. I don’t care if it’s the budget, oh my gosh, it’s overwhelming. Or, hey, we’re gonna start with checklists. I’m starting with checklists, where to start that process, we’re going to implement it, I’m going to train people hold people accountable. And you see that all the way through, you’re going to get results. And that’s the key is the do part, right?

Zack Oates

Amen. So crystal ball next few years, what do you see in the restaurant industry?

David Scott Peters

Well, number one, I think I see smaller restaurants. I think the days of opening 200 300 seat restaurants… unless you’re a big brand name or you’re near you know, say Disney World, we’re not going to do that. If COVID taught us one thing, those that are smaller, have better efficiencies. We may have higher prices, things like that. But that’s going to be it. And I don’t think that genies ever going back in the bottle third party delivery. I’m hoping that there’ll be some sort of regulation that it is not, you know, raping the restaurateur. Because honestly, during COVID, I don’t know many that could have made it without it. But it didn’t mean you made money it meant you brought in enough money to pay your staff to remain open. Like it margins aren’t real good. But you just trained the culture of the United States to sit home on their ass and go on their phone and order whatever the hell they want. And it’s magically there. With that said, that also has represented more price elasticity. Because most restaurants were charging more for that app. Or if you’re depending on the app, you were getting charged more and nobody blinked an eye.

So it means as minimum wages are going up as our food cost is going through the roof recently, over the last year thing chicken wings have doubled. We’ve got certain proteins for my barbecue members who have gone 300% recently! Like it’s it’s overbearing and it’s like having an elephant on your chest just bearing down. Well, we can overcome those things with our budget with being able to price with changing our menus to really focusing on the guests experience, but I think those are the three things that are really going to take – really show up in our industry over the next couple of years. I mean, just smaller restaurants, third party delivery is going to be there. And, you know, we’re going to be charging more.

Zack Oates

And what would be your last piece of advice for restaurant owners and operators?

David Scott Peters

Stop blaming anyone else. whatever’s going on in your business, you’ve got to take ownership. See, in the restaurant prosperity formula, the very first aspect of that equation is leadership. You have to be the leader your restaurant needs. And here’s the challenge. Most of us are not born leaders. But it takes a leader like they’re in the toughest business I know. And so you have to be leader, people are looking to you to say, what are we doing? What direction are we going, even if it means hold them accountable? And so what I find is, people fall in different areas.

I want you to imagine a white puffy cloud, and that white, puffy cloud is on the outskirts of everything. And these are the victims. These are the crybabies of the restaurant world. Oh, my employees are idiots. My vendors are screwing me customers are morons, blah, blah, blah, like it’s everyone else’s fault. You cannot be one of these people on the fringe. Otherwise, imagine two circles and they overlap. On one side. This is the numbers person. This is the person who runs based off systems numbers, their security cameras off their phone, but

Zack Oates

The Wozniak!

David Scott Peters

Yeah, yeah, they’re they’re impatient. They don’t tell people what training looks like what the guests experience is like, but they know the numbers and the systems part. But they’re not good with people. Well, that’s the leader. It’s just on a numbers and systems side, then there’s the social worker, the giver, oh my lord, this is where most of our industry is – guest experience. I’ll put a little more on that plate. Oh, I want them to review, right, whatever I can do to make sure my employees are taking care of guests, done. But we don’t pay attention to numbers and ordering and systems and we start losing money. But we think we have a great experience we make money.

Well, when you take the best of both. This is what systems do. They allow you to impose your will without being there. But they also make up for your leadership weaknesses. When I’m the giver and I’ve got systems and numbers to shoot for I become the leader I need. When I’m that numbers person. And I tell people what I want for the guests experience, cleanliness, service, all that. And I put training in place. I’m now the leader I need. So when both those circles overlap, you become the captain of your ship, the leader your restaurant needs. And that’s what you got to focus on – you. We started this with you’re the problem in your restaurant, not your employees, not your vendors, not anything. You can fix it. If you work on yourself, and you become the leader you need to be for your business. Like it opens up. You’re the solution. That’s the most of the biggest piece people have to realize you’re the solution. I’m not you’re not nobody else. But you as the owner, you’re the solution. Does that make sense?

Zack Oates

Oh, that makes a lot of sense. And speaking of the solution, who do you feel deserves a an Ovation today? Who should we have on the podcast next?

David Scott Peters

I’m gonna tell you right now Darren Dennington, Service With Style. Darren is a restaurant coach, but for the last 25, 30 years has been running a secret shopping service, probably the best on the market. So we need to talk about training your team on service levels. But more importantly, having someone in your door inspecting everything unknown, unbeknownst to you, obviously, you know you hired them, but you don’t know who they are. And you get that evaluation. Instead of learning that your restaurant sucks on Yelp that one experience. You now have a training opportunity. Hey, how did this happen? Who was the server? What What did they order? What happened in the kitchen? What can we do to fix it to ensure we don’t do that again? And that’s so powerful, as you know with social media, right? In the old days when I was an operator, if you had a bad experience they told 9,10 people. Now they tell 1000s. Like we cannot let them leave our doors without having an opportunity to right the ship. But when they do, wouldn’t it be nice that they told you first not the world? And now you could fix it? That’s what I would say. So Darren Dennington with Service with Style. Known him for gosh 20 years. Gonna be just phenomenal. Everybody should look him up.

Zack Oates

Okay, cool. I will check him out. David, how do people find you follow you?

David Scott Peters

Well tell you if you follow David Scott Peters.com, that’s that’s right there you can opt in. I’ve got a video lesson there. Otherwise, two places that I would absolutely look one is YouTube. Look up David Scott Peters. Now I’ve got my old company, you’re gonna see a lot of my old stuff, but it’s the David Scott Peters channel. I put videos up there every single week, plus monthly basis one or two times I’m going to give you a free webinar. So if you opt in somewhere on page, you’ll be notified for that. So those are free as well. But otherwise check out my podcast Restaurant Prosperity Formula found on all the popular podcasting services.

Zack Oates

Awesome. Well, David, for being such a rock star for inspiring us for helping us feel like Dang, we could do this. Today’s Ovation goes to you. Thank you so much for joining us on Give an Ovation.

David Scott Peters

Thank you, my friend.

Zack Oates

(Outro) Glad you were with us today. And thank you! Thank you to the risk takers, the troublemakers, the crazies who are keeping this world clothed and fed. You’re the ones who deserve an Ovation. Again, this podcast was sponsored by Ovation! To see how we can help you grow your business, go to Ovationup.com. Don’t forget to subscribe, and as always, remember to give someone in your life an Ovation today!

Find out how replacing a fixed mindset with a growth mindset can help your restaurant overcome any obstacle.

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David Scott Peters is an author, restaurant coach and speaker who teaches restaurant operators how to take control of their businesses and finally realize their full potential. His first book, Restaurant Prosperity Formula: What Successful Restaurateurs Do, teaches the systems and traits to develop to run a profitable restaurant. Thousands of restaurants have worked with Peters to transform their businesses and we were thrilled to have him on this episode!

Here’s our main takeaway from this episode and David’s answers to the five questions Zack asks each guest:

Featured Takeaway: Every Restaurateur Needs These Two Traits

Passion. “The first thing you’ve got to do is reignite your passion, remind you why the hell you got into business in the first place.”

Persistence. “Sometimes you’re gonna have more than one bad day. But yeah, again, the key is what you do the next day defines you as an entrepreneur.”

These two traits are what define a growth mindset – the idea that any obstacle can be overcome, unlike a fixed mindset which defaults to “woe is me.”

1: What is the most important aspect of the guest experience today?

It’s not about some over the top customer service, it’s about anticipating the guest’s every need and preparing for them. “Meet every need, and make sure that I want for nothing. And all I can do is stay engaged with the people I’m with. That’s how it’s done.”

2: What is something successful you have seen or tried lately?

Having a plan. “Because to be the leader your restaurant needs, you need to have your roadmap for success, what systems you’re going to put in place, how quickly the results you expect to get and how much money you need to make out of this business, then you can make the decisions”

3: What do you see in your crystal ball about the future of the restaurant industry in the next few years?

Smaller restaurants. “If COVID taught us one thing, those that are smaller have better efficiencies. We may have higher prices, things like that. But that’s going to be it.”

4: What would be your one general piece of advice for restaurant owners and operators?

“Stop blaming anyone else. whatever’s going on in your business, you’ve got to take ownership. See, in the Restaurant Prosperity Formula, the very first aspect of that equation is leadership. You have to be the leader your restaurant needs. And here’s the challenge. Most of us are not born leaders. But it takes a leader like they’re in the toughest business I know. And so you have to be leader, people are looking to you to say, what are we doing? What direction are we going?”

5: Who is someone in the restaurant industry that deserves an Ovation?

Darren Denington of Service With Style. “Darren is a restaurant coach, but for the last 25, 30 years has been running a secret shopping service, probably the best on the market.”

To learn more about David Scott Peters, his formula for restaurant success, his book, or his coaching program, visit davidscottpeters.com, the David Scott Peters YouTube channel, or check out his podcast – The Restaurant Prosperity Formula.

Thanks for reading! Make sure to check out the whole episode, as well as other interviews with restaurant gurus by checking out “Give an Ovation: A Podcast For Restaurants” on ovationup.com/podcast or your favorite place to listen to podcasts.

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