RTR Intensive

We are excited to announce the launch of a seminar series designed exclusively for owners and managers of restaurants.  The RTR Intensive is our condensed, executive version of our Rethink Restaurants (RTR) Program, introducing you to the tools and concepts we employ in creating an Open-Book read more

What Business Are We In?

I first declared my answer to this question in 1978 and it has never changed. We are in the respect business. Everything we do, whether in the view of the guest or not, is an opportunity to convey respect, or fail to. I guarantee you, if you accept this premise, any time you are uncertain about how read more


I very frequently have conversations with people thinking about opening a restaurant.  I enjoy these conversations.  I wish I could have had such a conversation in 1976, when I was starting Bel Canto!

At the close of these often rambling conversations I like to ask “What was most useful to read more

Good Profit and Bad

Our friend and mentor John Case coined the term Open-Book Management when he was an editor at Inc. magazine. He has written extensively about it for over twenty years.

His thoughts about the ethics of Profit form a cornerstone of our work. This article on the topic is reprinted here with his read more


All Staff: As soon as you become aware of a guest whose satisfaction is “at risk,” no matter how trivial it seems, inform the Manager on Duty. This is called an “At Risk Report,” or “ARR.”

Here is how it works:

Any staff member can get the undivided attention of the MOD by saying “Arrrr” read more

Rethink Restaurants

The $2,800 Strawberries

As anyone who has worked with, managed or owned a restaurant can tell you, the business is very much a game of pennies.  Over the course of a year, a popular dish is prepared and served hundreds or even thousands of times. read more