Last night I ate at the Mesa Grill in Las Vegas, a wonderful restaurant owned by Food Network Star and Iron Chef, Bobby Flay.  I was curious and was keen on keeping my consulting eye open to what makes him one of the country’s most famous restaurateurs.  In addition to the fabulous food, two things stood out immediately.

Team members know their numbers.  In a brief, informal exchange with the hostess, I found out that the restaurant has 217 seats, breaks even at two table turns per evening, has a goal of three turns per evening, and once served a record 732 dinners in one evening. 

Employees know their products.  The waitress was very quick to recommend only a few items on the menu, but described them in great detail.  She told us which dishes were spicier and exactly how they were prepared.  She also asked us exactly how we wanted our steak cooked, so she could properly communicate with the chef.  The steak was excellent and perfectly prepared.

Your employees crave information about your business and your products.  Give them numbers.  Let them know how the business makes money.  Give them samples of your products and allow them to describe their personal experiences with your customer.  You like to do business with real people.  So do your customers.