11:38AM, Nov 11, 2009
Sky Real Lives caught up with John Palino, star of Kitchen Meltdown, for an exclusive chat...
SRL: John, what are the most common mistakes people make when running a restaurant?
The most common mistake people make in this business is not being fully committed, or filled with the passion and enthusiasm needed to see their dream through. It takes such hard dedication and hard work. Then , with all that lacking, including experience, we start to see bad menus and bad décor. At this point people get desperate, understandably panic sets in and they make decisions based on a need for money now. No matter how much you try to help they become paralyzed.
SRL: Do you think people underestimate the amount of work involved?
They sure do. If they have never experienced working in this business they get a huge surprise. I have heard some crazy things like “this was to be my retirement” or “I wanted to create a life style”. Wow, retire! I can only think of quitting this business when I retire. My father didn’t let me take over the family restaurant business because he wanted to retire. He knew he couldn’t stop working if I took it over because you can’t stay away even when you are doing everything right.
SRL: Which was the worst restaurant you visited and why?
Well I think that would have to be the Riverview. Not one person in town knew what it was, was it Thai take out, had it even actually opened, or was it just a bad menu from the 70’s. Well it was all of that!
The owner was an experienced chef, but he wasn’t chefing in his own restaurant, he was hosting. Now that wasn’t the only thing, beside the very bad food, the owner couldn’t be more stuck in the mud after his wife leaving him. His wife was supposed to be running front of house while he was in the kitchen. Since she didn’t show up he thought he would have to manage the front. Why not get a manager and do what you do best, be a chef? He definitely should not have been out front.
SRL: How did you turn it around?
Well, Andrew turned it around. I changed the menu and the décor, but that’s easy. Without the owner coming on board and taking control nothing will change. So first I worked on him personally. He had to believe that he could create a successful restaurant. I needed to get him inspired.
I then had to convince him that the best place for him was in the kitchen, not on the floor talking to people, actually not even talking.
Once that was done it was time to figure out what that town needed for a restaurant. Surrounded by farming and on a main route for tourists, the obvious choice was a Country Steak house. No more Thai take away.
Next, a bit of training for the staff and promoting the restaurant. Pointing him into the right direction and let him go.
SRL: What’s been your greatest success story?
The White lady was the one for me. It reminded me of how I grew up with my dad. The owner, Peter, like myself, worked for his dad. The difference here was that he worked for his dad and kept on working like that long after his dad was gone. Over fifty years now. The White Lady in its day, could do no wrong and if it did, there were no other place around to eat at!
Now times have changed and the clubs have mostly gone, and many food establishments now surrounded them. Peter was still working his fathers dream was doing exactly what his father taught him over forty years ago. He was still using huge amounts of salt in the mincemeat to preserve it and no chicken or vegetarian burgers on the menu.
What do I change on something that should be registered as a historical site and still remembered by everyone? To get this to work I had to work with him and get him inspired again. Show him what the opportunities and introduce the locals to the new carefully changed menu. That took some convincing with a lot of blind testing and public opinions.
The greatest success was, he was inspired and changed. He got his spark back and he enjoyed working again as he took control of his staff.
Six months later, he won a Life Time Achievement Award from the New Zealand Restaurant Association and was given a standing ovation. He couldn’t be any happier and to top it off, The White Lady was put in TV commercials to promote Auckland to all of New Zealand.
This was my personal greatest success out of the ten restaurants. I am honoured to have had the opportunity to be part of Peter’s life and this well loved tradition that everyone remembers from their past, The White Lady.
SRL: What skills / attributes do you need to be a successful restaurateur?
To me it is not about your skills, which is what you know..... it is all about what you want to be and whether you are prepared to pay the due price in advance for being what you want to be.
Skills will come.
Above all, it is really about passion and enthusiasm. If you learn how to keep them when failures come, you are then open to progress. If you don't want to fail it means you are not interested in becoming better while changing and trying new things.
Talent is a plus, but once you have this set of mind, perseverance coupled with grit will complete the picture. Success then, is only a matter of time.
SRL: What advice would you give to anyone planning to set up a restaurant?
Do not underestimate the work you are going to do, because it is going to be worst.
Know that even if you are going to make the most amazing food in the best setting you are not going to be busy. People do not just want amazing food in the most amazing setting; they want to love the process and the people behind it.
Location does matter, but it is not everything. It is one of the tens of things you are going to have. You need to have everything to have a chance.
When you have a restaurant, your business plan should have the answer on how you are going to make a difference in all who you touch and for the better..... if not.... go home.
Get personal when you can. Get to know your people. Run away from the super market transactional format. Get to know their name. 5 a day. Get unique in your own way.
