Make It Perfect Beginning in 1980 3 Strikes Food Service Business Under-Capitalization Economic Recession Pacific Coast Restaurants $140,000,000 $120,000,000 $100,000,000 $80,000,000 $60,000,000 $40,000,000 $20,000,000 $- 1980 1983 1986 1989 1992 1995 1998 2001 2004 2007(Est) GRAVEYARD OF RESTAURANTS - 107 TOTAL Anchorage/Salty's Willamette Damon's Atwaters Delphins Bacchus Engine House Pizza Balvo Family Supper Beaches (Beaverton) Farrell's (5) Beachshack Fathers Benjamin's (Schwartz Brothers) Fernando's Hideaway BJ's Pizza Fiddleheads Boston Market (6) Fish Grotto Carrow's Flakey Jakes Casa La Pita Foothills Broiler Chart House (Vancouver) Front Row (Friday's) Chevy's Gotham Street Tavern Chili’s Grandma’s Table Couvron Harrison's California Pizza Kitchen Hot 'n Now Burgers (6) Cucina Cucina Houlihan's GRAVEYARD OF RESTAURANTS - 107 TOTAL Il Fornio Sayler's (Beaverton) Jazz De Opus Sea Galley (5) Johnny’s Greek Villa Sizzler (5) John Ryan Restaurants (5) Spaghetti Warehouse Kenny Rogers Roasters (6) Stuart Andersons La Casa Real Sylvia's L'Auberge Taylor Vaughns Mazzi's The Corner Table McCalls The Keg (4) Noodles The Roadhouse O'Callahan's (5) Tony Romas Oritalia Toulouse Piatis** Trader Vic's Ponchos Victoria Station River Queen Waddles Rustica Yaw's (3) Rusty Pelican Zefiro Barriers for Out of State Competition Oregon Minimum Wage Tip Credit OLCC TOTAL EMPLOYMENT WE EMPLOYED 2,200 PEOPLE COMPANYWIDE 1880 HOURLY EMPLOYEES 180 MANAGERS 40 CORPORATE 2009/2010 NEW RESTAURANT OPPORTUNITIES NEW HIRES 360 HOURLY EMPLOYEES 28 MANAGERS Server’s Section Sizes 4-5 Tables Max! The One Up System More Personalized Service HOT FOOD ON HOT PLATES COLD FOOD ON COLD PLATES The Solo Diner Guest Service The bar is high Yes is the answer, what’s the question? Ticket time goals Split dinners Off the menu – no problem 100 Club When a server, host, or bartender completes a list of 100 recognizable regular guests, they receive $100 from the owners. Promptness It’s a product! Checklists Like pilots and their airplanes Deferred Maintenance Is Not An Option Relationships with State Agencies OLCC They loved us. County Health Departments They loved us even more! Constant praise They used us for their training! Bathrooms Cleaned and stocked every 15 minutes Parking Lot - Landscaping Profit formula Waste, theft, portion control Pennies, seconds, ounces Interviewing Behavior-Based Program Three interviews and a reference check for all hourly positions Up to six interviews for managerial positions Managers Acquired From… Chili’s Macaroni Grill Red Robin Chart House Red Lobster California Pizza Olive Garden Kitchen TGI Friday’s Spaghetti Factory McCormick & Hilton Hotel Schmick Skamania Lodge Tony Roma’s Double Tree Training Managers: 11 weeks Chefs: 9 weeks Dishwashers: 15 hours Hosting Staff: 17 hours Servers: 53 hours Bartenders: 90 hours Uniform and Grooming Standards Non Negotiable! Mentor Program All new general managers and chefs are assigned a mentor to guide them through their first four months. Bob Farrell We have him! Pacific Coast Restaurant Experience By Store Henry’s Tavern 9 80 yrs Lloyd Center Stanford’s 7 36 yrs Wash. Sq. Newport Bay 5 76 yrs Southcenter Stanford’s 6 34 yrs Portland City Grill 12 75 yrs Manzana Lake Oswego 7 33 yrs Clackamas Stanford’s 6 64 yrs Airport Stanford’s 7 29 yrs Walnut Creek Stanford’s 7 57 yrs Mall 205 Newport Bay 7 28 yrs Newport Seafood Grill 7 56 yrs Vancouver Newport Bay 5 28 yrs Jantzen Beach Stanford’s 7 48 yrs Manzana Pearl District 6 28 yrs Kruse Way Stanford’s 7 48 yrs Salem Newport Bay 5 27 yrs Tanasbourne Stanford’s 7 47 yrs Tigard Newport Bay 5 19 yrs Southcenter Newport Bay 6 44 yrs Tanasbourne Newport Bay 6 19 yrs Riverplace Stanford’s 5 42 yrs Jantzen Beach Newport Bay 5 19 yrs Manzana Bellevue 8 41 yrs Gresham Newport Bay 5 18 yrs Riverplace Newport Bay 6 39 yrs Billy Heartbeats 3 9 yrs Portland Steak & Chophouse 6 38 yrs Total years PCR Experience 1082 The Learning Organization Market research trips We studied 68 restaurants in 72 hours in Las Vegas in one year. All dept heads’ are members of professional organizations. Secret Shoppers Not an outside agency; our own customers A program by our design Every restaurant 5-7x per month Bonuses tied to scores Guest Complaints Opportunities Only 1/20 will tell us, the other 19 just … All of the 19 will tell 10 others … Manager runs all send backs Manager connects with the guest Comment Cards Every table gets them Everyone reads them District Manager Marketing Director Vice President President Vendor Relations We’re raising their bar. Purveyors who have told us they are better for having served us: Pacific Coast Fruit Kwik Kopy Fulton Meat Co. Ocean Beauty - Vendor of the Year TURNOVER 50% REVERSAL EMPLOYEE SUGGESTIONS The Grand Idea! The Hidden $20,000.00 SALES SLIPPING? Focus Groups….FOUR OF THEM!!! THE ACE HARDWARE MODEL “LEAD AND FOLLOW” “CUSTOMER QUARTERBACK” KAIZEN 改善 CONTINUOUS IMPROVEMENTS AND INNOVATIONS DAY AFTER DAY Customer Service Icons Mission Statement Make It Perfect Everyone understands . Making It Perfect Every Time!