Profitable Hospitality Podcast

In this podcast, Ken Burgin talks about dozens of ways to create a more efficient and paperless business. It won't happen overnight, but month by month you will find more and more ways to stop the flood of forms and paperwork.  Does this mean new and unfamiliar ways of working? Yes – you need to get the team on board, and most of them are quiet happy with 'the good old ways' but that won't lead you into the future. Your profitable competitors are making this a priority – using iPads, tablets, mobile apps and web services. And making demands on suppliers to get with the program! Services discussed in this podcast include  ToDo Cloud, Evernote, Dropbox, Google Drive, Deputy, BurstSMS and the Fujitsu ScanSnap.  

Hospitality operators have mixed feelings about card payments – we like to offer convenience, but we don’t love the fees charged by banks and card companies. And like many fees, they always seem to be going up! This may be changing, with new competitors, and new, more secure ways to make payments. In this interview Ken Burgin walks with Paul Wallbank, a digital strategist and writer on technology and business. We discuss the impact of Apple’s new payment system, how Paypal is competing with new services, plus the offers from Google and the banks. Will this result in some real competition for a change? It’s just possible that it will – now could be a good time to ask your bank to ‘sharpen their pencil’ and hold back from making long-term agreements. You can read more from Paul Wallbank on his website and on Twitter.   

From venue bookers to agents, and all types of managers. Producers, promoters, publicists and ‘friends of the band’ – there’s a whole cast of characters behind the singer, comedian or musician you want performing at your venue. In this podcast Ken Burgin talks with Chris Keeble, a woman with a wealth of experience in the entertainment industry. Chris helps us understand ‘who’s who in the zoo’ and how to get the best results - a full house of happy customers. She’s undertaken most of the roles, and also writes shows – there’s no better person to be our guide! You can find Chris online at her website and Linkedin.   

A lot has changed for businesses using Facebook – it’s no longer a free ride. Just having people ‘like’ a Facebook Page won’t guarantee that fans will see your news and updates. For that to happen, you need much more compelling content. Competitions are a great way to spark up interest, and have always been a part of hospitality marketing – now you can drive them through Facebook as well. In this interview Ken Burgin talks with Nathan Latka, the CEO of Heyo, a company that gives you the tools to create powerful Facebook contests, promotions and deals. It’s the service we use at Profitable Hospitality because it’s super-easy to set up and it gets results. Not only can you put attractive, mobile-friendly campaigns together, but you’ll stay on the right side of Facebook’s strict rules about competitions. Nathan explains the 6 elements of a popular competition, and what type of prizes give the best success rate – sign up for Heyo’s free 7 day trial and give it a spin!  

A change of pace in this interview – Ken Burgin is talking to another industry podcaster, Eric Cacciatore from Restaurant Unstoppable. He’s a young industry gun who’s hungry to find out how new and seasoned operators are handling social media and marketing, staff management, technology, innovation and competition. It’s no surprise that cacciatore means ‘hunter’ in Italian! We covered these topics and more, with Eric sharing from the experience of his interview guests and the ‘knowledge bombs’ they throw his way! I was interviewed by Eric a few months back for his Restaurant Unstoppable Podcast, and now he’s returning the favour for Profitable Hospitality – I hope you enjoy this non-stop show!  

Negotiation is part of everyday life – we’re always having to work out deals with family members, staff and suppliers. Occasionally there are BIG deals that need to be agreed upon – the sale or purchase price of a business, details of a bank loan, or the lease terms with a landlord. Many of the same negotation skills apply, but the risks can be much bigger. In this interview Ken Burgin talks with Peter Panagiotopoulos, the Cafe Lawyer.  Peter works primarily with foodservice businesses, helping them to buy, sell and work out leases. He’s seen plenty of successful negotiation, and some that’s worked out badly for one or more parties. Offers, counter-offers, concessions, brokers, lawyers, timing, respect, caultural issues and the right way to communicate – there’s a lot we cover in this conversation.  

Food & Wine Events are a great way to showcase your food, wine list and the skill of chefs and sommelier. Customers book and pay in advance – they’re keen, the numbers are known and the cash is already in the bank. What’s not to love? In this interview, Ken Burgin talks with Rafael Delgado, an experienced sommelier based in Orlando, Florida. He has prepared a 7-course Menu, pairing American cuisine with Napa Valley Wines. In the first part of the interview, he describes how he has matched the wines with the food, focusing on regionality, balance of flavours, matching body, contrasting flavours and encouraging the use of all the senses. This is not just ‘swallow and talk’, but building on volume, aromas, weight and texture. In the second part of the interview, they talk about all the ways an event like this can be promoted to existing and new customers – through ‘four wall’ methods within the venue, and via the website, social media, email and online event listing services. There’s a lot of marketing detai

There are plenty of legal issues to be handled before you begin a new restaurant or bar: the lease, a contract if you take over an existing business, planning permission and all the details around finance and equipment. But there’s still more to come once you open the doors - that's our topic for discussion today. In this interview, Ken Burgin talks to Richard Edwards, a lawyer with Whites Legal a Melbourne firm that specialises in hospitality businesses. He compares this early stage of business to ‘the awkward teenage years’, when you’re growing up fast, making a few mistakes and having to learn quickly about what responsible adults do. We discussed essential employment law, staff policies that should be in place, insurance, Workcover and workers compensation, paying taxes, paying license fees for music, and the obligations and milestones in your lease. This interview has important information for all new restaurant, cafe and bar operators.  

Marketing and social media keep changing, and video is more popular than ever – with customers, and with potential guests. Google also wants to show more video, not just text and photos. We all have a smartphone in our pocket - it’s time to take it out and film what’s happening all around. Customer comments, community events, interviews, staff, new supplies and ‘behind the scenes’ – hospitality is full of stories. Short is better – think of how much information can be squeezed into a 30-second TV commercial! In this interview, Ken Burgin talks with Max Hitchins, the Hospitality Doctor. Over the last few years, Max has recorded hundreds of videos and posted them to his YouTube channel. He uses a regular camera, and sometimes just his phone, then adds titles and descriptions in the YouTube notes. He explains his video process, and how easily you can do it too. Everyone’s now talking about ‘content marketing’, and what could be easier than asking customers for an interview so they create it for you!   

Ever worried that someone is copying your ideas without permission? Recipes, menus, designs – even your name. When people see that you’re successful, it won’t take long for them to borrow your ‘intellectual property’ – a quick Google search usually gives them most of what they’re after! In this interview Ken Burgin talks with Geoff Moller, a business consultant and expert on intellectual property. We discuss trademarks, business names and logos, customer lists, ‘trade secrets’, photographs and of course menus and recipes. There’s a lot of protection you can take advantage of if you take the right steps – and first you need to understand the terms and concepts.   

Ever worry about how your staff manage their finances? Rent, cars, credit cards, mobile phone plans and another round of vodkas – it’s not just the young ones who get behind in their payments. We don’t pay high wages in hospitality, and many staff live from week to week with little left over. In this interview Ken Burgin talks with financial planner Craig Bigelow of Rising Tide. We discussed how to start positive conversations about money, improving people’s ‘financial intelligence’, using peer influence for positive results, the difference between good debt and bad debt, plus saving, insurance and wills. Craig worked in a bar for five years, so he knows how the industry works. This is a very positive discussion with value for staff (and owners) of all ages.   

There's a lot more to cafe success than good coffee. You need the right location, equipment, product knowledge and menu. Plus staff who can deliver great service and create a consistent product day after day. Then add smart marketing and a friendly helping of social media. In this interview, Ken Burgin talks with Levi Andersen of Boyrista.com. He first decided to pull shots for career day at age 6, complete with a Starbucks t-shirt. He resumed his connection with serious coffee during high school, and was soon running a family coffee stand, then a number of cafes. Fast forward several years and he’s now working with Coffee Fest and helping new and existing cafe operators to raise their barista skills, popularity and profits.  You can also follow him on Twitter and his regular podcast.

So many meetings don’t work – too long or too short, some people talk too much, others say nothing. Important decisions may be forgotten or ignored, and accountability is avoided. Typical meetings in a restaurant, bar or hotel could be the ten minute pre-shift gathering, half an hour each week for the management team, or a monthly meeting for all staff, designed for education and updates – they can all be very useful. In this interview Ken Burgin talks with Cindy Tonkin, the consultant’s consultant. She’s worked in many business settings – large, small, serious corporate and informal small operations. She brings great energy and creativity to this discussion, and will help make meetings a regular, productive and appreciated part of your management. She has also gathered for us a number of recommended articles on meetings – check them out and all the resources on her website. You can also hear Cindy in Podcast #72 on How to Be a Successful Restaurant and Bar Consultant, and check here website The Consultant’s

Banks can be a source of endless frustration. You want to borrow money for a startup, extend credit during a quiet period, or arrange finance for expansion…and the answer always seems to be ‘No!’. Most of the time, we just don’t know how banks work and how they make decisions. In this interview, Ken Burgin talks with Neil Slonim, The Bank Doctor. For 30 years he held senior leadership positions in Business Banking, Corporate Banking and in the ‘bad banks’ of both NAB and its subsidiary Bank of New Zealand. ‘Bad banks’ are the divisions where problem loans and borrowers are managed. Neil now works with small and medium size businesses to help them survive and thrive – he’s ‘the banker in your corner’. We discussed finance for startups, how successful operators can raise money for expansion, how bank decisions are made and how to get the answer you do want to hear. As a part of his consulting service, he offers a very useful Bank Risk Report, giving you detailed information on where you stand with your bank, pl

You can still create great food and stay connected with the public after a life in restaurants – that’s the reassuring message in this interview with Sydney chef Alex Herbert. Since closing her famous Sydney restaurant Bird, Cow, Fish two years ago, she has created a life that balances family, consulting, cooking for her stall at Everleigh Markets, and regular appearances at festivals and food events. If you feel that restaurant life is taking its toll, or maybe you want to work with food but avoid signing a lease, there’s much to learn and enjoy when you listen to this interview. Part of Alex’s success comes from staying connected with customers and ‘fans’ through Twitter , Instagram and LinkedIn – just because you don’t have your name in restaurant lights doesn’t mean you drop out of sight.  

We all value the convenience of online banking and ticket sales, and can buy just about anything from a website. However many restaurant and foodservice operators have been slow to embrace all the ways e-commerce can help customers book, visit, eat, drink, spend up and tell their friends. In this interview Ken Burgin talks with Scott Kilmartin of the Online Store Guys, an e-commerce agency that creates online stores and advises on e-commerce growth and development. We talked about why e-commerce is more than just money-sales, security issues, the rise of mobile payments, modern customers, and integrating social media into the marketing mix. Plus options to start with Paypal and then grow with one of the online shopping cart systems. Scott is passionate about online sales – let’s embrace that enthusiasm and use his insights for our food & beverage success. You can also hear Scott in Podcast 83 talking about Developing an Icecream & Gelato Business.  

Most people like to get out of the city and enjoy country hospitality, local food and a more relaxed way of life – we all need a holiday! But what’s not always guaranteed is that our very high TV-tuned expectations will be met – it's a big challenge for any small rural business. In this interview Ken Burgin talks with Steven Cumper of the Red Velvet Lounge in Cygnet, Tasmania – Australia’s southern-most state. This is a country cafe that really does offer all that you want and more – excellent food, attentive service, friendliness and hospitality. Steve took over the business seven years ago and the reputation has grown ever since. He also writes a regular blog The View from My Porch and is active on Twitter – well worth following online and when you’re in the area, make sure to visit!  

Full dislosure: in my cafe days we made lots and lots of gelato every day, summer and winter. Two or three flavours, classics or experimental, and it was always very popular. There’s nothing like real house-made gelato, and the combination of milk + sugar + flavour + air gives a very profitable boost to the menu! In this interview Ken Burgin talks with entrepreneur Scott Kilmartin. When he’s not involved with his ‘day job’ the OnlineStoreGuys, he’s developing the Shortbatch Icecream Co. As he describes it “Ice cream craver has idea, goes to gelato school in Italy. Travels the world, visits gelatarias in six countries. Opening ShortBatch initially in the form of an ice cream cart hitting Edinburgh Gardens in Melbourne's inner north...” We had a great discussion about production, distribution, sales, staff and social media – whether you sell icecream or not, you’ll find plenty of inspiration here for developing your own business.  

You’ve seen plenty of cocktail menus in bars, pubs and deluxe venues. With the familiar, the unknown, the overpriced and even the outrageous. So how are the profit margins – not just on individual cocktail recipes (they usually work out OK), but across the whole range? Is it a profitable list, or an ego trip? Does it reduce the sale of other easily-made, profitable drinks? Does it appeal to the majority of your customers, and the people you want to see more often?  In this interview Ken Burgin talks with Jason Jelicich of Barmetrix about how to go beyond the cocktail list and create a profitable cocktail program. Designed for popularity and bottom line results, based on research and knowledge of customers and marketing objectives. Cocktails that can be produced quickly during busy times, and appealing to men as well as women – there’s a lot you can do to improve results.  

It’s 30 years since Lucio’s Restaurant opened in the inner suburb of Paddington in Sydney. Its reputation is stronger than ever for great food and wine, friendly, professional service and a magnificent collection of Australian art on almost every inch of the walls.   In this interview Ken Burgin sat down with Lucio and Sally Galletto, son Matteo and daughter Michaela to talk about the growth and development of the business. They discussed the roles played by each family member, staff, menu development, the kitchen and wine list, cost control, plus marketing and social media. Visit Lucio’s when you’re in Sydney next, and if that will be a while, you can buy also buy his books online – publishing and public appearances are an important part of maintaining the restaurant’s reputation.