Timeless Advice for Restaurant Success
Joe Langteau has been in the restaurant business for a long time—fifty years to be exact. He’s worked the corporate side, he’s worked the franchise side. It all began with his first job, at 16-years-old, at Burger King, when minimum wage was $1.80.
“On the corporate side, I spent a total of 15 years at Burger King and 4 years with Arby’s. On the franchise side, I have led large franchisee organizations for both quick-service (Burger King, KFC, Taco Bell, & Wingstop) and full-service (IHOP, Applebee’s, Pizza Hut, & Sonny’s BBQ) restaurants,” he writes for Nation’s Restaurant News (NRN) in a recent Speakerbox post. “What I have learned over 50 years is that the fundamentals of great guest service, strong teams, and effective hiring, training, and treatment have endured amidst a constantly evolving industry landscape.”
Whatever changes face the restaurant industry, and whatever adjustments restaurant owners are making to keep up with technology and consumer expectations, Langteau shares that the basics of customer service are the best, lasting advice for industry professionals. His tips, which he details here, include:
- Great customer service
- Excellent employees
- Smart hiring and training
- Core values
- Company culture
“The reason these principles have stood the test of time is simple: They are human-centered. At its core, the restaurant industry is about people — nourishing them, connecting with them, and creating memorable experiences,” Langteau says. “While the tools and trends may evolve, the fundamental truths that define success remain rooted in the timeless pursuit of excellence in service, teamwork, and leadership. By holding firm to these truths while adapting to the ever-changing landscape, restaurants can thrive today and for generations to come.”
Richard Weil, owner and principal at National Restaurant Consultants adds his advice. “The old adage about meeting and exceeding guest expectations is as true now as it has ever been. Creating points of differentiation includes all five components that Mr. Langteau states. At NRC we not only agree but urge our clients to follow this sage advice.”
Our restaurant consultants have decades’ worth of collective industry experience as well; and over the years, we have adapted to new policies, Covid regulations, changes in technology, and advancing customer communication. But our standard has always been, putting people first. The restaurant industry is, after all, part of the hospitality industry.