“Most of it, but it’s OK,” Stetcher said. “Things are things.” (Yvonne Abraham, Boston Globe-May 3, 2012)

When I contacted Gaia Stecher via Facebook she elaborated: “I know what doesn’t kill me will only make me stronger. This is not the first tragedy in my life, nor will it probably be the last. But I’m surrounded by people I love and who love me, and I’m just ready to move on. As for ‘things are things’, I know what it’s like to lose a loved one … my roommates could have died … I could have died. When you put that in perspective, things are replaceable.”

Amen, sister. How prescient, at any age…

Some stories cut to the core and are worth sharing with everyone you know. This is one of them.

Gaia Stecher is a waitress at L’Andana Restaurant in Burlington, MA. According to the Boston Globe, Gaia heard some commotion outside of her apartment door on a recent Friday morning. When she went to the door, she encountered Kathy Delaney and Tommy Proctor screaming and running through her burning three-decker apartment building in Malden, MA.

“There’s a fire, get out!” Delaney and Proctor told her.

Moments earlier, Kathy Delaney was sitting in her car arguing with her 13-year-old daughter.

From the Globe:

Her car idling outside the Mystic Valley Regional Charter School, Kathy Delaney was trying to coax her already-late daughter into class. “I’m not getting out of the car,” the girl said.

The impasse broke when Delaney, 47, spotted the smoke – gray and wind-whipped, like a barbecue gone wrong, except nobody barbecues at 8 a.m.

The physical therapist didn’t think about it. She ran toward the fire, leapt up the stairs at the back of the building. She saw flames above her, on the second-floor porch. She pounded on the white door, yelling. No one answered. She ran onto the street, shouting at a crossing guard: “Call 911!”

That’s when Tommy Proctor, driving by after one of his regular coffees with buddies, spotted Delaney. “She was telling me, ‘You gotta help me,’” he said.

Proctor, 51, saw the look on Delaney’s face. She was going in.

“I’m not sure I was really thinking,” Delaney said. “If there was anybody in there, they have to get out, like ‘The buck stops here.’ I was the one who saw it, I’ve got to do this.”

That conviction is exactly what separates leaders from bystanders. As I have stated before, too many people talk a big game, but turn away or remain silent during moments of truth.

Proctor followed her to the front of the building. They charged through the door – unlocked, mercifully. They pounded on the door to the first-floor apartment, and urged the two terrified elderly women inside to get out.

On the second floor, Gaia and her roommate, a nurse who had worked an overnight shift, were alerted next by the screaming Delaney and Proctor.

Nobody had gone up to the third floor yet, where there was a young family, new to the building. Proctor saw that determined look on Delaney’s face again. “I knew she was gonna go up,” he said. He raced up the stairs before she could try. “I got up there, and I’ll never forget the look on their faces, the couple with the 3-year-old.”

Eventually, everybody got out.

Last week, Delaney and Proctor agreed to meet at the site of the fire and tell their story to Globe reporter, Yvonne Abraham:

This was the first time they had seen each other since the fire. They hugged for a long time.

The charred house still smelled like smoke. A blue tarp covered the place where the third floor used to be. The back porches were completely gone. The two new friends described the morning, marveling at the damage, at the crazy risks they hadn’t thought about at the time, at each other’s bravery.

“I had my phone and I didn’t even think about calling 911,” Proctor said. “I thought of my family, and after that, I just followed her. She’s amazing! I’ve never met a braver woman in my life.”

“I didn’t see any fear in your face,” Delaney laughed.

Just then, a red-haired woman in track pants and flip-flops came over, holding a cup of coffee out for Delaney: It was (Gaia) Stecher, who just happened to be passing by, and spotted her saviors. She handed the coffee to Delaney, who was moved.

“Oh, please,” Stecher said. “You saved my life. It’s the least I can do.”

She gave Proctor a tight hug.

Stecher has been overwhelmed by the city’s support since the fire, she said. The deputy fire chief arranged a hotel for her. The woman who owns Aline’s cafe down the street refuses to take her money. Friends have agreed to put her up for a while.

“It’s so good to see you in good spirits,” Proctor said.

“I can’t be crying all day,” she said.

As I stated at the outset of my blog and book project,  In honor of my dear friend, Maryanne Hooley, I will be setting up a charity called Hooley’s Helpers. A portion of the proceeds from my book will fund the charity to benefit restaurant servers in times of illness, crisis and family emergencies. There’s no need to wait until the book is published to start helping people. Let’s demonstrate the power of community and do something right now.

Gaia Stecher was burned out of her apartment, and needs to find a new one. The fire and water damage claimed most of her belongings. As anyone hunting for an apartment knows, most landlords require first month, last, and a security deposit, in addition to the fees charged by brokers.

My goal is to raise $1,000 from our ServerNotServant community to help Gaia get back on her feet. There are a lot of admirable corporate non-profits that we have all contributed to, but here is an opportunity to do something very tangible and very real to help one individual in need. One hundred individuals or groups donating $10 will get us to the goal of $1,000.

ServerNotServant readers: If you can afford to contribute, please send $10 (or anything you can) to Gaia Stecher at 740 Salem St. Unit 2 Malden Ma 02148. The Post Office is holding Gaia’s mail until she finds a new apartment.

Restaurant (and service) industry brothers and sisters: Please share this story/link with all of your co-workers, and please ask if everyone can throw in a buck from one shift and send a contribution to Gaia. I’ve got to believe that collectively we can make a positive impact and help Gaia get through this. If you choose to participate, please leave the name and location of your restaurant (or shop) in the comments section below.

Yvonne Abraham & Boston Globe: Thank you for sharing this story.

Kathy Delaney and Tommy Proctor: Thank you for your leadership, inspiration and example.

Aline’s Coffee Shop and Ice Cream in Malden, MA: Thank you for your kindness.

Gaia Stecher: Thank you for your gratitude, wisdom and perspective

Gaia Stecher
740 Salem St. Unit 2
Malden, MA 02148

Thank you.

• Having a mission that I am deeply committed to, Server Not Servant.
• Hardworking, good people.
• The subculture and camaraderie of hardworking people.
• Human dynamics and observing humans.
• Hospitality, and everything it encompasses.
• The trust that workers have in me to share their experiences and feelings.
• Advocating for service industry workers.
• George Plimpton, participatory journalist, a.k.a., “The Paper Lion”.
• Studs Terkel, author of, Working: People Talk About What They Do All Day and How They Feel About What They Do.
• My late Dad, and his unwaivering work ethic (working 3 jobs to support a household of 12 people).
• My late Mom, her compassion, and ability to manage a household of 12 people with one bathroom…
• My loyal siblings, relatives and trusted friends.
• The late Maryanne Hooley.

Imbibe and Inspire interview.

 What inspires you?

During a recent interview with Imbibe and Inspire, I was forced to reflect upon what inspired me to launch this blog and write a book. One of my primary responses was working people, and the subculture of workers who serve the public. Also, the camaraderie between workers, their loyalty to each other, and their trust in me when they share their stories, inspires me. Having a mission I am deeply committed to and facilitating a conversation between workers and customers inspires me immensely.

The lure of the restaurant business is a strong one. After a brief respite, following the closure of my seasonal business on Cape Cod, I’ve jumped back into the business with both feet. I am currently bartending and managing at a new downtown gin mill/restaurant in Boston, jm Curley, named after Boston’s controversial four-term Mayor. Initially, I attended a few brainstorming and tasting sessions to help out, but was quickly sucked back into the fray after interacting with the management team and staff at jm Curley. I believe in what we are doing, and I love being part of a supportive culture where people take a lot of pride in what they do and have a lot of fun doing it.

There’s a lot to be said for loving what you do and trusting and respecting the people you work with.

Law & Order is the end product of several brainstorming sessions, emails, consults, texts, sidebars and iterations that included The Golden Rule, tipping guidelines, and several other whimsical suggestions, including proposed titles of, House Rules and Curley’s Commandments. Our intention was to reflect our culture and our collective industry experience in a playful, funny (and slightly irreverent) way. As evidenced by the reactions of our customers and a current Chowhound thread, an overwhelming majority of people ‘get it’, love it, and really appreciate the intent. There have been a few detractors, but that’s no surprise, given the fact some people will always be humorless, grumpy douchebags who aren’t happy unless they’re miserable or complaining about something. You know what that say about those who can’t take a joke…

Ironically, while I was reading in the wee hours of the morning (today), I stumbled upon Matt Damon’s responses to The Proust Questionnaire in February’s Vanity Fair.

The final question to Matt, What is your motto?

Matt Damon, “Don’t be a d-bag.”

Matt, you’re welcome to join us at jm Curley anytime. Dinner and drinks are on us…

Here is Law & Order as it appears on the menu at jm Curley:

• Thou shalt not covet thy neighbour’s date, nor his manservant, nor his maidservant, nor his ox, nor his ass, nor his grub, nor his cocktail, his barstool, space, nor anything that is thy neighbour’s.
• No one on our staff goes by: Hey, Yo, Sonny, Tiger, Pal, Kid, Sport, Sweetie, Honey, Pork Chop, Chief, Champ, Captain, Boss, Buddy, Babe, Barkeep, Barmaid, Big Guy, Ma’am or Missy.
• No loud shrieking, shouting, bellowing, whining, barking, nose blowing, flatulence or obnoxious cellphone use.
• No groping, grab ass, mauling, sucking face, canoodling or heavy petting.
• We welcome all comments and suggestions, but refrain from, “You should…” We know we should, but we can’t do everything and please everyone. Open your own restaurant if you know how it should be done.
• The customer is NOT always right. However, the respectful customer is always right, and the asshole customer is always wrong.
• No foul language…
• Nobody’s perfect. Please alert us immediately if your expectations are not met. Exaggerating or lying on Yelp, Chowhound, or to anyone (after you leave) who can’t fix the problem, is for yellow-bellied cowards.
• It’s food and drink, not life and death. Don’t take yourself too seriously, we don’t.
• …Just don’t be a douchebag.

http://www.jmCurleyBoston.com/

“Serving Up Neighborhood Justice”

I look forward to your comments, and please stop by and say hello when you’re in the neighborhood. Thank you.

Every year I compile a list of tips for getting better customer service during the holiday season. This year, I decided to ask for tips from some of the customer service authors and bloggers I admire most. Their wonderful suggestions form a list that is sure to result in outstanding customer service.

Treat employees with respect (Patrick Maguire)
Patrick Maguire’s terrific blog, I’m Your Server Not Your Servant, highlights customer service experiences from the employees’ point of view. He reminds us that getting better service starts with treating employees with respect.

We need to remember that human workers are not the same as self-checkout stations, and that workers should be treated with the same mutual respect that we would expect if we were doing their jobs. If you treat workers with common courtesy and make a sincere effort to have some fun and make a genuine connection with them, your chances of receiving excellent service will improve dramatically.

Be engaging (Steve Curtin)
Visit Steve Curtin’s customer service blog and you’ll see a picture of him holding a pineapple. Why a pineapple? The pineapple is a universal symbol of hospitality. (Seriously, who could get upset when there is a pineapple involved?) Naturally, he recommends being a more hospitable customer.

When a customer glances at an employee’s name tag and uses her name at the beginning of the interaction along with a smile and eye contact, it has a disarming effect that quickly breaks the ice. The customer may also ask, “How is your day?” or compliment the employee by saying, “You look like the one in charge…” Just as employees tend to reflect the dispositions of their supervisors (for better or worse), they can also reflect the dispositions of the customers they serve.

Be reasonable (Shep Hyken)
Shep Hyken, best-selling author of the Amazement Revolution, also writes a very insightful customer service blog. One of his suggestions is that a reasonable customer will almost always get better service.

Let’s start with a confrontational situation to illustrate the point. There is an old story that goes something like this:

A passenger approached the airline representative about his lost luggage. Obviously upset, he more than complained. He yelled and made derogatory remarks about the airline. The airline employee’s response was simple. “Sir, I can see you’re upset. Right now there are only two people who care about your lost luggage and you are starting to make one of them upset.”

The moral of the story is that as a customer, you can’t get what you want by being unreasonable. If there is a problem, a level headed approach with reasonable suggestions will always win over confrontational arguments.

Place your irritability on hold before complaining (Guy Winch)
Sometimes, we have customer service complaints that need to be resolved. Who better to give advice on complaint resolution than Guy Winch, a psychotherapist who literally wrote the book on how to complain the right way (check out The Squeaky Wheel)? Here are complaint tips from an article he wrote for Psychology Today on how to resolve Christmas shopping complaints.

Complaint in person: “We should arm ourselves with receipts, patience, civility, and authentic smiles.”

Complaint via toll-free hotline: “We should place our irritability on hold (even if we are placed there too), remain calm and present the facts simply.”

Complaint via Twitter: “If you do tweet a complaint about a company, be fair, especially if you have oodles of followers. Remember, frustration fades but tweets are forever.

Don’t take yourself too seriously (Write the Company)
Write the Company’s blog features witty customer service correspondence with real companies. Read between the lines and you’ll realize that his tip is a great reminder to not take ourselves too seriously.

Getting better customer service during the holidays requires a secret weapon. This should not be confused with producing a concealed weapon, which has also proven to be very effective in getting the full attention of service personnel. One secret weapon to consider is sympathy. Not for the service representative, for yourself. You’ll be amazed by how much faster and more compassionately you’ll be treated by simply taping a slightly soiled white gauze pad over an eye or applying fake blood under your nose with even more on a tissue. Holidays are a crazy time to be a customer, so go crazy!

Enjoy the holidays and good luck getting outstanding customer service this holiday season!

I love customers who you can have a laugh with. One of my regulars, I’ll call her “Mel”, is like that. Mel is 80 years old, and despite needing a zimmer frame, she insists on waiting like everyone else to place her order. She is unbelievably funny and always has a kind word to say, even if she has a complaint to make. I admit that I’m very fond of her. She always asks to speak to me whenever she’s in, and I consider her to be like one of my great aunties.

I was on closing shift tonight so there were only two of us, myself on counter and my friend on tables and dish room. Out of nowhere we got a mini rush in the last 15 minutes. As lines go, it was no big deal. There was no huge wait for the customers, but I had one incredibly impatient woman in the line, a nominee for your Customer Hall of Shame.

When I finally got to serve her I greeted her with a big smile, but before I could say anything she snarled, “Tea to go, NOW!” And that was it–she didn’t speak to me again, she only glared for the rest of transaction. I don’t really understand why she acted that way, I was serving everyone ahead of her in a speedy and friendly manner, but I guess there is no pleasing some people.

Mel was in the line behind her and watched the whole thing. As the woman was walking away, Mel shuffled up and said, “Not enough dick, that’s what her problem is.”, loud enough for everyone, including the woman, to overhear. It was so funny. The other customers were either giggling or standing slack-jawed, and the woman was shaking with indignant rage as she left.

I thought I was going to explode from holding the laughter in, I honestly don’t know how I wasn’t rolling around on the floor behind the counter. 

I absolutley love customers like “Mel”. Here’s to Darren Tulley and all of the Mel’s of the world who speak up and say what every worker would love to, but can’t. Mel is a shoo-in for my Customer Hall of Fame.

Please share your stories about customers who have come to your defense and called out other asshole customers. Thank you.

Michael explained that they sold only new chargers. Since I already had 2 chargers at home, I had to weigh wasting 30 bucks for a  third charger vs. having a juiced up phone for an afternoon of important stuff I had to deal with. 

And then came a breakthrough moment that turns a customer into an ambassador.

“Do you have any errands to run in the neighborhood?”, Michael asked.

“Excuse me?” I replied.

“Well, if you have some time, I can put your phone on our charger out back for while, and it will be charged up for the afternoon”, Michael offered.

Perfect! I handed over my phone and told him I’d grab a cup of tea down the street.

When I returned to pick up my phone, I asked for the store manager. Jennifer Baker wasn’t working that day, so I called her later to compliment Michael for helping me out and saving me 30 dollars. I was grateful that he took the initiative to provide a solution that I hadn’t even thought of.

As is often the case, Jennifer told me that customers rarely called with praise for good service and that she had goosebumps listening to me describe Michael’s work. She said that she and her colleagues at Verizon were working hard to nurture a culture of thoughtful, proactive service and hospitality.

As I have stated before; Great service is execution, great hospitality is a mindset, an awareness, and a culture focused on making meaningful and memorable connections with customers.

 Thank you, Michael and Jennifer. It’s working!

I love having the reason to make those phone calls.

Have you had any breakthrough moments as a customer that you’d like to share?  Who are the outstanding service industry employees you’d like to recognize?

http://www.nytimes.com/2011/11/15/opinion/brooks-lets-all-feel-superior.html

At our seafood shack in Provincetown, MA, we use an old boot that my friend and business partner, Andrew Morgan used to wear while shellfishing.

Our customers love the boot and have generously contributed to it this season. (There have only been a few that we’ve wanted to give the boot.)

What is the coolest tip vehicle you have ever seen, and where was/is it? Feel free to promote your establishment or one that you like with a link.

Warning: I won’t allow the comments to digress into another exhaustive argument about the pros and cons of tipping. Let’s just have some fun and identify the best tip jars around the world. Do you have any to nominate?

PS- Our last day of business  at Native Cape Cod Seafood will be on Monday, Columbus Day. Please stop in and say hello if you are in town.

Thank you.

Because of Hurricane Irene, today is the first complete day off I have had from restaurant-related work in about 4 months, although I did update our facebook page earlier today.

In anticipation of this blog post, I saved a few of the daily lists I used to manage the project of forming a company, creating a restaurant (Native Cape Cod Seafood), and operating it on a day-to-day basis. The following list represents a very small sampling of some of the detail involved in transforming an idea into a functioning restaurant:

• Finalize next steps with all issues related to lease negotiation.
• Tuesday 4PM Scott Kerry Insurance meeting.
• Schedule meeting with Attorney.
• Meet with Andrew (business partner) about budget and business plan.
• Shoes: ECCO Track 5 w/Gore-Tex? Chuck Draghi recommended Sears Diehard Oxfords.
• Consult with Scott Kerry (Insurance Agent) and Attorney Bill O’Donnell about LLC vs. S-Corp.
• Call Attorney to see if LLC name was accepted.
• Get schematic from Trimark guy and get list of kitchen equipment needed.
• Copy Andrew and his wife on draft of LLC operating agreement for approval.
• Commitment from private investor and coordinate logistics/next steps.
• Review current draft of lease with Andrew, note all outstanding items to negotiate and email landlord.
• Clarify who needs to be ServeSafe certified and finalize strategy.
• Meet with Andrew and Attorney and execute LLC operating agreement.
• Finalize quotes from 3 insurance agencies and make decision.
• Get # of cleaner, Keith Arnold and schedule ASAP.
• Do we need a small ice machine at the raw bar?
• Take ‘before’ pictures of space for Facebook page.
• Do I need to attend a class on FOG (Fats, Oils and Grease)? Check with Health Inspector.
• Meet with Health Inspector, Jane Evans on all raw bar requirements for licensing and inspection.
• Clarify whether or not we can use a neighbor’s ice machine to get started at raw bar.
• Surface requirements for food prep? (Cutting boards, Stainless steel, ?)
• Sink, awning and sneeze guard requirements at raw bar?
• All signage allowances/requirements w/town and landlord?
• Can we get raw bar operational and licensed, then inside concession later?
• Who will be covering during Health Inspector’s absence?
• Do we need to speak with Electrical and Plumbing/Gas Inspectors and get a permits before doing any work?
• Does description of work and/or diagrams need to be approved in advance?
• Confirm only 1 application for license is required, despite the fact that we will be operating 2 locations (outdoor raw bar and indoor concession).
• Be sure plumber inspects the water tank and that it’s operating properly.
• Hood cleaning: Status and requirements?
• Be sure proposed kitchen equipment fits under hood to comply with inspector’s requirements.
• Put gas and electric in the name of our LLC and be sure accounts are set up properly.
• Schedule meeting with kitchen manager candidate and finalize compensation and all details.
• Get referrals for sheet metal fabricators.
• Get referrals for fire suppression/ansul system companies.
• Open account at Seamen’s Bank.
• Research payroll companies. Seamen’s referrals?
• Brian Carlson @ Town Hall will be covering during Jane’s absence. Meet with him before Health Dept. inspection.
• Sneeze guard will be required for raw bar but no awning.
• Meet with builder of raw bar and discuss sink location and all specifics.
• Meet with Saki owner, Steve Schnitzer at storage in Truro @ 11am tomorrow to view used equipment.
• Confirm meeting with Thor Wednesday morning to discuss awning.
• Determine whether or not Andrew’s welder friend can build metal frame for awning.
• Talk with private investor. Status of funds and signed agreement?
• Review all requirements to file license application with the town and complete packet.
• Seamen’s Bank: Meet with Marie to finalize everything.
• Follow-up on ServeSafe study materials and testing.
• Talk with refrigeration guy about converting walk-in freezer to refrigerator.
• Respond to builder about sink location and fridge location at raw bar.
• Talk to Andrew about strategy for operating raw bar indoors during bad weather and slow times.
• Clarify where our dry storage space is and clean it.
• Meet with Mike from Perry in Hyannis to get fire extinguisher for inspection and discuss all ansul system requirements.
• Buy cash register for raw bar.
• Call refrigeration guy and terminate relationship and schedule new guy.
• Call EF Smith in Quincy for used equipment.
• Continue to pursue all updates/changes in lease language.
• Pursue lighted exit sign and emergency lights required for inspection. Landlord will pay for.
• Schedule inspection with Town Hall.
• Replace bad ceiling tiles.
• Review everything in our space with property manager and have him remove everything we don’t want.
• Finalize purchase and delivery of all kitchen equipment with Chris @ Patriot.
• Confirm ServeSafe test time/place with Heather McGowan.
• Email sign company everything they need to complete proposal.
• Email all insurance binders and requirements to Darlene in Licensing Dept. at Town Hall.
• Follow up with all awning companies.
• Find piece of stainless steel for wall in kitchen.
• Schedule consultation with Mocco, gas fitter for all kitchen equipment and ansul system.
• Study and meet with Heather for ServeSafe test at 10am on Friday at Orleans Library.
• Pick up oyster-shaped chalkboard sign for raw bar and review status of all other signs @ Young and Fancy Signs.
• Send landlord email; Lease amendments, keys, lighted exit sign and emergency lights before Wednesday inspection.
• Pursue short-term solution for raw bar shellfish display.
• Post ‘Help Wanted’ signs and hire counter and kitchen help.
• Find shuckers for raw bar.
• Exchange 1/2″ quick disconnects with 3/4″ before Mocco installs equipment to ensure better gas flow.
• Email Darlene in Licensing Dept. at Town Hall proof that I passed the ServeSafe test.
• Call plumber to dispute charge for raw bar sink installation.
• Pick up checks at Seamen’s Bank on Friday.
• Buy industrial stainless steel cleaner and clean hood and back wall of kitchen cooking line.
• Soak and clean all hood vents and put in place.
• Research fry oil removal companies and finalize game plan.
• Buy paint for walls and floor.
• Final prep and patching of all walls and floor for painting.
• Thank Kevin and Editor at The Provincetown Banner for running article on Server Not Servant.
• Laminate copies of ServeSafe certificate for raw bar and inside and post.
• Get chili sauce and replace 2 cans borrowed from The Lobster Pot.
• Call Chris at Patriot Equipment. Quote on stainless steel tables?
• Cash register for inside, research and buy.
• Set up a system to confirm all bank deposits and reconcile account.
• Call plumber, Jamie Meads. Steamer installation and fix sink.
• Call Mocco, gas fitter. Finalize installation of all kitchen equipment and all requirements for ansul system.
• Call Arty, Electrician and finalize all ansul system issues and electrical punch list for shack and raw bar.
• Empty walk-in and plug all holes in preparation for refrigeration guy.
• Landlord: Get receipt from last hood cleaning before inspection.
• Bring flyers to woman who works at whale watch booth.
• Inventory all menu and kitchen items needed and game plan about sourcing/vendors.
• Decision on selling Lobster Pot’s clam chowder.
• Patch big holes in concrete floor.
• Finalize smoke/CO2 detectors before inspection.
• Liquid nail cove base to new half wall.
• Complete promotional flyers to put into Film Festival gift bags.
• Copy chef on tartar sauce recipe.
• Replace can of chili sauce to The Beachcomber.
• Comcast will be at shop 2-5 on Monday to install 2 phone lines.
• Levi from Complete Payroll Co. appointment tomorrow at 10am.
• Kevin from Perkins tomorrow at 9am.
• Finalize strategy with fan or AC at back wall.
• Buy stamps, envelopes, push pins, sharpie, masking tape and pens.
• Call Mocco’s brother (welder) about steamer.
• Set up Perkins account and finalize terms.
• Paint board with chalkboard paint to use as menu.
• Complete set-up and breakdown checklist for raw bar and inside.
• Inventory everything required for raw bar.
• Set up account with linen company.
• We have 200 AMP, single-phase electric service.
• Get buoys, oars, nets, clam baskets and decorations.
• Follow-up with Chris at Patriot on status of used steamer purchased at Northeast.
• See and pay T-shirt guy $100 for temporary T’s.
• Set up account at J&E Fruit and Produce.
• Pursue business debit card from Seamen’s for Staples orders and phone and internet purchases.
• Finalize and launch Facebook page.
• Follow up on new business cards.
• Make copies of all forms required for new employees.
• Meet w/Dan, sales rep from The Provincetown Banner to discuss advertising.
• Remember non-powdered gloves, sink signs and paper towel for inspection.
• Stop at Days Propane early tomorrow and get part for fryolator.
• Finalize opening menu and sourcing of all ingredients and vendors.
• Credit card machine meeting 10AM tomorrow.
• Email T-shirt design to Brenda at Kaleidoscope.
• Finalize checklists for FOH, BOH and manager and put on bulletin boards.
• Be sure Chef coordinates shrimp order with Andrew so we don’t double order.
• Finalize all payroll issues w/Levi, account rep.
• Clean/organize dry storage in preparation for receiving Perkins order.
• Bank early tomorrow. Confirm accuracy of deposits and get reserve banks/change for the weekend.
• Research printer cartridge  and register tape requirements for both registers so we never run out.
• Pay all bills and start folders for every vendor.
• Learn how to program and operate cash register for inside.
• Research how to pay monthly meals tax online.
• Follow up with Chris at Patriot about part for fryolator.
• Finalize cold beverage strategy.
• Call NStar and be sure account is all set.
• Call Days, propane company and follow up on all issues.
• Pursue more pictures and decorations for the shack and raw bar.
• Finalize new schedule for next week.
• Get samples from other concessions of daily financial close out sheets and create one.
• Place J&E Fruit and Produce order at end of night.
• Follow up on catering proposal.
• Finalize all details for Industry/Hospitality Night.
• Follow up on Fryolator warranty/service issue. Schedule early in AM.
• Discuss $1 oysters with Andrew and run specials?
• Post payroll clipboard to track hours.
• Complete paperwork and folders for each employee.
• Tell Andrew and Chef about new oil removal company.
• Finalize decision on new signs.
• Pursue grease trap requirements.
• Pay monthly meals tax and record on bank ledger.
• Confirm when Women’s Week is and plan promotion.
• Call in payroll early Monday and record on bank ledger.
• Pursue September bus tour strategy.
• Replace both register and credit card machine tapes.
• Finalize T-shirts with Brenda @ Kaleidoscope. Record payment in bank ledger.
• Print more menus.
• Finalize decision on floor mats with Conwell.
• Check forecast every day for raw bar staffing and adjust accordingly.
• Pursue old photos from original Aquarium owner.
• Hardware store: Lighter for pilots, hand soap, and paper towel dispenser.
• Replace forks we borrowed over the weekend.
• Update both blackboards, including hot dogs and fried chicken on the menu.
• Finalize Perkins credit issue.
• Inform everyone scheduled we’re closed on Sunday during hurricane.
• Review and finalize everything on hurricane prep list.
• Prepare for Labor Day Weekend.

I’m sure this partial list will bring back memories for everyone who has owned and operated a start-up restaurant or small business. Even though we’re only a 300 sq. ft., take-out seafood shack, the day-to-day experiences, drama, surprises and challenges could provide very rich material for a reality show. It certainly has been an on-going education.

PS- There are a few items that didn’t make my daily lists but needed to be squared away:

• Learn what an ansul system is and how to spell “ansul”. (Every business has its own glossary of terms…)

There are slow nights when closing early for the sanity and morale of your staff far outweighs the trickle of business you might do if you stay open, especially if you’ve had a great weekend.

No matter what business you’re in, closing early is often the right thing to do.

PS-We do not post our hours, further allowing us to make a discretionary call.