Bill Geist's Zeitgeist

But...That's Your Name

Lots of people have opinions regarding the changes afoot at Burger King, the restaurant chain that recently slipped into third place behind Wendy's in the fast food wars. My friend and fellow blogger Harvey Briggs noted yesterday that the new tagline and advertising campaign "flames out." And the comments following this AP story are scathing (and, sadly, get to the heart of the problem at Burger King).

And, it's not the food...even though the fries will now be thicker and the bacon no longer sprayed with artificial flavoring. It's the culture. One that hasn't demanded excellence from its franchisees. One that hasn't been innovative in menu offerings. One that has simply been on cruise control while its creepy mascot made most of us say WTF.

Best line in the AP story was from a franchisee: "We focused on burgers maybe longer than we should have."

I get where he's going with that line of thinking, but...that's your name.

Here's an idea: Rather than try to regain second place in the fast food game, why not try to be number one (as in "king," get it?) in what matters. Hamburgers. Let the other fast food players do a passable job at lots of things. Be the best in one. Like In-n-Out and Five Guys.

After all, you are "the King."

Just a thought.

Above and Beyond

I recently had a simply sensational dinner with friends during an industry conference. This after being absolutely underwhelmed with the service at virtually every other touch point during my stay.

There's really no point to out the destination...it could happen anywhere. But, I'm not doing it to protect the destination. I'm doing it to protect our waiter...because he did something so unusual, I fear that his manager would vigorously disapprove. And, yet...it capped off a perfect night.

Our waiter vividly described many of the featured entrees, going as far as to advise against one steak if anyone was planning on having it prepared any more done than medium rare, as that particular cut can't take a higher heat without getting tough. However, he said, if we liked our meat red, we'd love that item. He was fun, attentive and completely focused on our experience. And, then, it happened.

He had been paying enough attention to know that we were attending a conference and, as we prepared to leave, he brought over a hand-written list of other restaurants and nightspots that he thought we'd like during our stay.

Really? Did this guy have a "Miracle on 34th Street" fixation growing up?

That considerate move not only capped a fabulous night but helped redeem the destination's lackluster service from the previous 24 hours. And, completely sealed the deal that I'll be back, next time I'm in that town.

I want so badly to believe that the management of this restaurant has trained and enabled their people to create this kind of experience. But, my fear that this guy is flying solo (and could possibly earn the rath of his manager) means I can't tell you the name of the restaurant.

Unless I know you.

No Way to Run a Restaurant

I know better than to frequent airport eateries. But sometimes, it's been a long day with a client and I haven't had a chance to catch a bite.

Sure, some airport restaurants have upped the ante in recent months...but there are so many more that haven't.

Like the one I briefly experienced last week at MSP. Looking for a table with an outlet so I could charge up my laptop, I wandered into the back section of one of these restaurants. The waitress promptly barked at me that that particular section was closed. Which is fine, I guess...but the pictured table was the only one not occupied in the main room.

Once I sat in the section that was "open" (less than ten feet from the section that was "closed"), I overheard the table to the right order the Calamari. She promptly urged them to pick something else. The Calamari there "is not very good," she intoned conspiratorially. The guy to the left ordered the Trout Fingers. She told him that he'd be sorry, because they, too, were horrible.

As she turned her attention to me, I just smiled...and promptly exited the restaurant, preferring a bag of rye chips to anything that would come out of that kitchen.

Don't get me wrong...beyond the barking at me part, I value a waitress that steers me away from a selection that may not be happening that day in the kitchen. But, I'm pretty sure that her manager would flip out if he had witnessed this particular display.

That it was 11:30am and she was the only one on duty in a 20+ table restaurant tells me something else. Somebody didn't show up for work that day...or her manager is worthless at scheduling. Either way, the manager should have been there. That he or she wasn't says volumes about the future of that particular eatery.

Or...maybe that WAS the Manager.

Sigh...

A Sack of Sliders and...a Merlot to Go?

White Castle hamburgers are both an acquired taste and a cultural icon. If you've never experienced "the Crave," I'm not sure I can do the experience justice.

It's a Midwest thang. In the South, Krystal is the equivalent. For the rest of you...trust me. While it ain't gourmet...there are times when a bag of sliders is just simply perfection.

But, the Lafayette IN White Castle is experimenting with serving Beer and Wine. And, frankly, no matter how stoned one is as they shuffle up to place their 2am order...that just has to make the die hard say WTF.

As noted in yesterday's Wall Street Journal piece on the experiment, it costs more for a glass of wine than three sliders with cheese.

In that case, I think I'd opt for six sliders.

But...that's just me.

Forty for the Future

My friends at the Southeast Tourism Society have launched a great new way to recognize the best and brightest in thetravel and tourism industry...and are under 40.

Forty for the Future: Travel's Leading Talent will identify forty young professionals who are making their mark in convention and visitors bureaus, destination management organizations, lodging, transportation, education and partners of tourism.

Nominations are not restricted to the Southeast...and the deadline for nominations is March 31st.

Here's the link: bit.ly/xdBYcy

I Just Don't Understand

Allow me to set the stage. It's January...the dead of winter in the Midwest. Occupancy isn't what anyone would call acceptable. Residents pretty much stay home during the week...especially on frigid Monday nights. Thus, restaurants and bars could be excused if they elect to close on Mondays. Ain't nobody downtown.

Except...there is a 300-person convention in town on this particular Monday night. And, with that background, I have a few questions.

I've never run a hotel...but why would the HQ hotel restaurant and room-service be dark with a full house?

I've never run a restaurant, but why would the coolest culinary spot in town (and just a block away from the HQ hotel) be dark on this particular Monday?

I've never run a strip club, but why would such a nightspot (a block in the other direction) be dark on this night (and, oh yeah, the attendees at this convention skewed 80% male)?

Just because it's Monday night? Really?

Are we that married to our schedules that we can't see the opportunity that 300 visitors in a town bring to a bottom line? Maybe they all don't need to go to a strip club...but, ummm, they all gotta eat.

Like I said, I've never run a hospitality business. But, I'm pretty damn sure I would have found a way to be open and benefit from the dollars that were burning a hole in 300 visitors' pockets.

And, have a big smile on my face Tuesday morning as I made my deposit.

Just a thought...

Greater Springfield CVB Pitches In

Destination Marketing Organizations are often seen as only caring about the attraction and experience of visitors...not residents. Of course, nothing could be further from the truth. If our work doesn't benefit our residents, it's kinda pointless.

We told you how the Tuscaloosa CVB sprang into an online response after tornadoes ravaged that community. Today, we've learned that our friend Mary Kay Wydra and the Greater Springfield MA CVB and the Massachusetts Restaurant Association are teaming up to sponsor a major fundraising event to help that community rebound from the June 1st tornado that roared through town (click here to see an amazing video of the event).

Way to go, MK...and we wish you the speediest recovery for your cool destination.

The Tyranny of Poorly Trained Employees

I know better than to eat in airport restaurants. However, my 7am flight got pushed to 2pm with a doubtful connection that was supposedly getting me home at 8pm. I figured I should at least do lunch...and was reminded how, while "the Dude Abides," bad managers abound.

Setting the stage, it’s 11am. The left and right sides of the restaurant are “closed.” There are no signs indicating this...but chairs have been strategically positioned to block access. The airport is full of travelers whose flights have been delayed and, presumably, would be looking for something to do to kill time. Like, ummm, eat.

Past that the restaurant (and airport) was woefully understaffed, those servers that were on duty went through their paces with all the enthusiasm of drugged slugs. Except, of course, when someone tried to access the “closed” sections of the restaurant.

Then...oh then, they sprang to attention with perverse zeal bordering on raw abandon, crying out “that section is CLOSED.” When the humiliated patron pleaded that he or she hadn’t seen such a sign, the condescending retort? “Well, there was a chair there.” Only closing the sentence with, “you moron” would have been more tactless.

Now, I get that, during slow times, a restaurant manager would want to focus patrons in a particular section of the restaurant. But, the configuration of this particular establishment offered 2-tops on one side and 5 seat + options on the other. Everything in the middle were threes and fours. I was solo...as were most of the business travelers that had been stranded through the morning. We had already consumed most of the 3 and 4-tops because the two section was closed. And, I watched in amazement as a family of 8 was denied the family section and forced to break into two booths. All because those sections were quite arbitrarily “closed.”

By noon, they were magically open. Not because the place had a waiting line of customers...but because, clearly, it was noon.

I don’t blame the staff. I blame the management for not teaching the staff how to assess a situation and act to maximize it. Left to their own devices, there is nothing else for those employees to do but be snarky pains in the ass. And, ensuring that regulars to that airport will quit eating there.

Of course, one wonders if the manager even cares.

A Way Cool Hotel

Maybe it's way cool because I work in the hospitality industry...but, there's something about The Hotel at Kirkwood Center that transcends my connectivity to the industry.

First, the hotel is drop dead gorgeous. And, with all apologies to Cedar Rapids IA...it's so not what one would expect in the heartland.

But there it is. And, it's not just a hotel...but a great restaurant, as well. All exceptionally staffed by students from Kirkwood Community College.

If you are ever anywhere near...you must treat yourself. And enjoy the students that are at the top of their game.

Yes...Those Fries are Real

While Wendy's has always produced an above average burger, their fries have been (at least to everyone I know) fairly pedestrian. As in on-par with the crappy frozen ones you buy in stores. Tasteless, mushy and pretty much a waste of money and calories.

By now, however, virtually all Wendy's outlets are sporting new and improved fries. The first major change in the product line in 41 years. And, it's about time.

The new fries are said to be slimmer, crispier and coated in sea salt. The big change is that they are being cut with the skin on...so that consumers know they are really eating potatoes.

I know...I'm shaking my head too. But, apparently, research shows that some consumers think their fries are "processed food."

Given the old Wendy's fries...I guess I can understand their confusion.