In this episode of Restauranttopia, the crew dives deep into culture — not just within your restaurant walls, but in every corner of your business ecosystem. Inspired by Cameron Mitchell's book Yes is the Answer. What's the Question?, Dave, Brian, and Anthony unpack how a restaurant's mission and culture extend to employees, guests, purveyors, investors, and the community.
From the dangers of ignoring toxic high performers to the power of making vendors raving fans, this conversation highlights practical strategies and real-life stories that restaurant operators can implement today. They also touch on hospitality "moments" like the milkshake story and a surprising Diet Coke lesson that reveal why "yes" should always be the answer.
Whether you're an owner, manager, or aspiring operator, this episode challenges you to think about culture as the fuel that sustains success, loyalty, and long-term profitability.
Key Talking Points
- Why mission statements actually matter (Hillcrest Foods' example: Love the employee and customer for a lifetime loyalty).
- The four core questions Cameron Mitchell asked himself when starting his restaurant group:
- Who are we?
- What do we want to be?
- Why are we in business?
- What is our role?
- The five groups every restaurant must make "raving fans": employees, guests, purveyors, investors, communities.
- Vendor relationships: shifting from adversaries to partners.
- The real cost of keeping a toxic high performer.
- Stories of hospitality in action: the milkshake story, the Diet Coke moment, and splitting checks in Vegas.
- Culture lessons from Margaret Heffernan's TED Talk on the "super chickens" problem.
- Hiring and onboarding tips: the five traits Hillcrest looks for (great human being, likability, life-change potential, long-term fit, fun & competitive).
Resources Mentioned in Episode:
Cameron Mitchell Book: Yes is the Answer! What is the Question?
ZingTrain - "It is Irresponsible to NOT make a profit"
Remember the Titans: Attitude Reflects Leadership
Attitude/Performance Matrix:
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