Helpful Tips for Bar and Restaurant Owners

Loyalty Programs: The Profit Behind the Rewards

The phrase “customer loyalty program” often brings to mind images of punch cards and freebies, but loyalty programs have evolved through the years into so much more. Technology and data mining techniques have turned the programs from cheap promotional tactics into big data goldmines that allow smart establishments to tailor their marketing to each customer.  In this article, we’re going to take a look at the different types of loyalty programs, why your restaurant needs one, and the best practices for implementing it.

How it works

In the restaurant industry, there are two basic types of loyalty programs: points based systems or tiered systems. Points-based systems reward customers for dollars spent or frequency of visits, while tiered systems benefit long-time customers by awarding them special access and exclusive opportunities.  To determine what type of system would work best at your restaurant, consider which behaviors you would like to reward.

Why You Should Implement a Loyalty Program

The numbers are in and they show that it is much more lucrative to focus on creating loyalty in your customers than gaining new customers. A study by Bain & Company reported that a 5% improvement in customer loyalty can increase lifetime profits by as much as 95%. Even more, a whopping 70% of customers who participate in loyalty programs report purchasing more.  New business is great but it costs more to acquire a new customer than retaining an existing one: in some cases, up to 6 or 7 times more.

Some restaurants who have implemented loyalty programs have also seen a reduction in attrition and an increase in referrals.

The kind of loyalty that influences the frequency of a customer’s visits occurs when customers relate to a dining establishment. Take a look at the demographic that you would like to focus on and make sure that your business positioning and processes align with those of that demographic. Creating a customer persona could be helpful during this process. Customer personas are fictional, generalized representations of your ideal customers.

For example, in a college town, your customer persona is probably an early 20-something looking for a meal at the most affordable price point. If you are located in a more family friendly area the persona might look more like someone in their mid-30’s who is willing to spend a little bit more for a higher quality meal.

Return on Investment

Having a loyalty program can also do wonders for collecting customer data. By tracking the items purchased, the frequency of visits, and dollars spent, you can determine the best areas to invest your money. Managers or owners can even take the gathered analytics to analyze the popularity of a dish and determine what other items could be purchased to pair with it and increase sales. For example, if one of your all-time best sellers is a poultry dish, you might want to consider ordering a new chardonnay known to pair nicely with chicken.  You’re customers receive a better all-around experience and you see an increase in profits.

These same analytics can be used to analyze customer behaviors, which can then be organized into data to develop promotions that are designed specifically to appeal to a certain group of customers.  The ultimate goal is to create motivational offers to influence a customer, increasing the frequency of return visits as well as per-visit spending.

Loyalty Program Best Practices

  • Provide an Immediate Incentive
    • That instant reward for signing up might be just enough to convince any customers that are on the fence about joining to take the plunge.
  • Make it Easy to Join
    • Don’t force your target audience to have to scour your website to find your sign-up page. Have it in a highly visible spot as well as talking to your staff about encouraging customers to sign-up in the restaurant. Signing up should take no longer than a few minutes.
  • Take only the information you absolutely need
    • Customers don’t want to spend their time filling out long surveys just to sign up for your program. Try to limit your questions to essentials like name, birthday, and email address.
  • Personalize offerings to members
    • Loyalty programs often fail because their offerings are too general. By creating specialized incentives based on what the customer has previously purchased you are more likely to see them walking through your door.

What Not to Do

  • Limited Time Offers
    • Limited time offers can be a great way to get customers in the door and increase traffic, but these strategies are not enough to create loyal customers. Spending money on these promotions may see an uptick in new customers but these are the same customers who are not likely to return until you run another promotion.
  • Don’t Have Customers Wondering if the Rewards Will Work
    • Make sure your employees are well versed in redeeming your loyalty system. It can lead to frustration on both sides if customers are trying to use a loyalty program reward and aren’t able to because of faulty programming or a poor system. Your relationship with the customer is the most important thing.
  • Don’t Forget to Use the Data
    • Customers will expect relevant offers in exchange for the personal information they are providing. It is crucial to make use of the information provided to tailor your message as much as possible.

Loyalty programs may seem like they are geared more towards benefiting the customer but in the end, it is a mutually beneficial relationship. The value of the data gathered, and brand loyalty that is inspired far outweigh the costs of a few perks. By implementing and utilizing a loyalty program your restaurant could see a significant increase in profits.

 

 

 

A Seasonal Hiring Guide for Restaurants

We all remember our first jobs; usually a summer gig to make a little bit of extra cash while school was out of session.  We can still feel the nervousness of putting in our application and anxiously waiting to hear back about an interview. Then, after securing the job, there was that first day of work and the intimidation of training. Finally, that first paycheck made it all worth it. You’ve dreamed for the past two weeks about what you will spend your hard earned cash on. That is until you rip open that first envelope and confirm with your parents that, yes that really is the right amount of taxes to be taken out. Seasonal jobs are a lot of people’s first introduction into the workforce. But what about the other end of it – that of the employer?  Being on the other end can be just as stressful as being the job seeker.

Hiring seasonal help is often necessary to the restaurant industry. Whether it is for the summer season or the holiday rush, seasonal hires can help businesses handle the extra workload that isn’t present during other times of the year. Being well staffed has its advantages. Your business will be able to easily adjust to the workload fluctuations that come along with the change in seasons. If customer demand increases, a well-staffed restaurant will be able to respond positively and ensure a good customer experience. When restaurants have the right employees and enough employees, customer service goes up along with customer satisfaction and 86% of consumers are willing to pay up to 25% more for a better customer experience.

Don’t forget that having enough seasonal help leads to shorter wait times and faster service; with faster service comes a quicker turnover rate of customers, which in turn leads to higher profits. Finally, offering seasonal help will help to give your full-time employees more flexibility in their schedules during the holidays/summer season. Keeping your regular help happy is crucial in retaining them during the months when you don’t need the seasonal help.

People remember their first job and they also remember if it was a good fit for them or a total disaster.  To ensure that you find yourself in a well-staffed, pleasant work environment this season take a look at a few pieces of advice to help secure the best employees for your restaurant.

  1. Know What You Want

The best way to start your search is with a solid idea of who you need and what you want them to do. Be clear on the responsibilities of the position. Are you looking for previous experience in the industry? Or are you willing to train them completely? Something to keep in mind is that you can always train someone but you cannot adjust their personality to fit your business or to mesh well with your current employees. You want quality over quantity. A few characteristics to be on the lookout for are:

  • Good interpersonal skills
  • Great personality
  • Good customers service
  • Smile, make eye contact, communicate well
  • fits with your full time staff
  • Don’t have a lot of prior commitments
  • Don’t need a lot of time off
  1. Revisit Job Descriptions

It can be tempting to reuse the job descriptions that you created in years previous but don’t. Check your descriptions and requirements for accuracy before posting anywhere. Oftentimes, jobs change over time and you don’t realize how much until the needs aren’t met. Ask any employees currently performing that job for a list of their duties and requirements so you can accurately present the position and reach the best candidates.

  1. Promote the Benefits

Attract the best candidates and convince them that your establishment is a good fit for them by advocating the best parts of your workplace. Is it a fun place to work? Do you offer a discount on meals? Are you willing to work around vacation schedules? Mention perks like that in your job postings or during the interview process to show good candidates why they should choose your business over another. Most potential employees have put in applications to multiple businesses in hopes of being sure to secure a position, so what you put in your description can make all the difference.

  1. Know Your Audience

Who are you looking for and what do they like? If you are looking to hire millennials and iGens in your restaurant maybe look more towards social media to promote you job listings. Chances are that if someone is already a patron of your business and following your social accounts they might be interested in working with you. Especially if you offer a discount on meals! If you are considering hiring retirees perhaps go a more traditional route and put an ad for your job openings in the local paper or on the radio. Also, don’t count out the tried but true tactic of putting a “Now Hiring” sign in your window.

  1. Start Early

It may feel like you have all the time in the world, but summer will be upon you before you even know it. To be safe, start your recruiting process a solid two months in advance of when you need your seasonal employees to start. Keep in mind that your core demographic such as college students and high school students are going to need to make it through finals before they can even think about starting to train in your restaurant.

Starting early will also help you to get the process going before the summer hiring frenzy begins. A lot of college students put in applications during their spring breaks in hopes of securing a summer job.

When hiring, fill in your key positions first. That way you know that you will be covered and not scrambling at the last minute to find only a decent fit for a position that is crucial to your operations.

  1. Be Consistent

As it is with food, consistency is paramount. Make sure that your recruiting processes are consistent across the board. If all employees are required to go through the same experiences you have a better chance of a consistent work environment. Employees also spend a lot of time together talking; you don’t want them to be chatting and realize you hired the neighbor kid on the spot and made them go through 3 different interviews. Save time by having a process in place for interviewing, call backs, and onboarding so that the process can be smooth and efficient.

  1. Mind the Gaps

Once you do have your staff hired, be sure to have a system of checks and balances to track their progress and watch for red flags. Some people can seem like a perfect fit during the interview process but once they join the team they just don’t fit into the natural workflow. It’s not ideal but it does happen and it’s better to know that earlier rather than later when you can’t do much to amend the damage.

With the busier and more lucrative months comes a higher workload level and seasonal hires can be a great way to help distribute the demand. Even though they are temporary employees it is still important to determine if they are a good fit for your business. By starting early, knowing what you want, advertising your openings, and having a consistent hiring process you are on your way to finding seasonal employees that have the potential to mesh with your business and maybe even become a returning and trusted employee. Best of luck in your search!

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How to Plan and Host a Beer Festival

Beer festivals are a great way to introduce craft beer to your area. If you are a brewer, it can be a win-win situation, one where organizers of the event profit from the event itself while local brewers benefit from improved business visibility. Beer festivals are also a way to help people feel comfortable trying types of beers they normally wouldn’t. An attendee could try a beer, have it become their new favorite, and go home and encourage all of their friends to try it. Word of mouth is a powerful driver of customers for businesses. 92% of consumers believe recommendations from friends and family over all forms of advertising. While it can be a fun, and profitable event, it is quite an undertaking to plan your own beer festival. To help you onto the road to success we have compiled a guide to starting a beer festival in your area.

Planning

Several logistics are important to consider in the beginning stages of planning your event. The very first being the date. You need to leave yourself plenty of time to plan and organize your event so that it doesn’t seem thrown together. Allow yourself at least 6-8 weeks to plan your event.

The other thing you will want to consider in the very early stages is what will make your event special. What is your focus that will set you apart from the pack? If your focus is going to be on beers with a citrus twist summer might be a better time to hold your event than in the fall when people are craving pumpkin beverages. The Brewmasters Craft Beer Festival in Galveston, Texas is a three day event that focuses on their “Taste It First” series, which debuts a massive line-up of beers that are about to hit the market.

ProTip: Be aware of local events or holidays when trying to select a date. You don’t want to compete with other events for the attention of your target audience.

Location

A crucial part of researching locations is considering the support of the community surrounding the venue. If you are fighting the community with every step you take, the chances of running a successful festival are minimal. For example, a dry town might not be the best place to host your first beer festival.

You also want to choose a spot with plenty of parking options. Nothing is worse than having to fight other drivers over a few precious parking spots when you are trying to get to an event you’ve been looking forward to. It might be beneficial to partner with a local transportation company to get festival goers to and from the event. As a bonus, this helps deter drunk driving after the event.

Something else you want to have plenty of is bathrooms. Especially at a beer festival, you are going to need plenty of bathrooms to keep lines down. If you are looking at a venue with limited bathroom options, consider looking into portable bathroom rentals.

ProTip: Try to look at locations with a decent amount of foot traffic. Interested passersby can be a contributor to ticket sales.

Timing

The season and weather is another aspect to take into consideration. Weather can have a big effect on the types of beer you are going to serve, and in turn the types of beer attendees are looking to consume. Not many people are going to want a heavy, dark beer in the dog days of summer.

Permits

The types of permits you’ll need to sell alcohol are going to vary at both the local and state levels, but your first call should be to you state’s Alcohol Beverage Control. They can set you on the right path to acquiring all the permits needed for your event. Give yourself plenty of time to apply for these permits, it can be a time consuming process and nobody wants to go to a beer festival where there is no beer.

Insurance

Right off the bat, you are going to want to acquire general liability and liquor liability insurance. These are the basic levels of insurance that you will need in case someone is injured or chooses to drive drunk after attending your festival. Certain insurance companies specialize in event insurance and could be a good place to start your search; K&K Insurance is one of those companies.

Once the basic insurance requirements are met there are some additional coverages you should consider. Coverages such as:

  • Damage to rented premises- the standard limit is usually $300,000
  • Medical expenses- Standard limit is around $5,000 but you can sometimes negotiate the limit
  • Auto- This protects you from any vehicle accidents involved in your event
  • Excess liability/umbrella- If you would like to have additional coverage on your general insurance

Ticketing

Now that you have some of the really big decisions made, you can start focusing on the details of hosting a beer festival. It is important to decide what types of tickets you’ll have. Are they paper? Wristbands? Will you sell them electronically?

Beerfests.com is a site that helps breweries hosting a beer event to sell tickets online. The way they can do that at no cost to the festival, is by charging a small processing fee to the consumer purchasing the ticket. They offer services such as custom event websites, ticket scanners, mobile ticketing, and analytics and reporting on tickets that were sold.

Something else to consider is whether you want to sell tickets at the door of your event. The number of attendees can drastically affect the amount of beer that breweries need to bring and by selling tickets the day of the event you can greatly fluctuate those numbers. Consider discussing your plans with the participating breweries to determine the best process for your event. By making brewers a part of the conversation you can benefit from their knowledge or previous experiences.

Keeping the lines of communication open between you and your brewers is important, especially when it comes to determining your ticket pricing. You have two options, to charge a flat fee on your tickets or to charge by the drink. Some breweries might prefer that festival goers pay by the drink but when this happens it can offer slow the vendor down creating large lines. To solve that problem consider using a voucher system, with vouchers being purchased in an area away from the beer lines.

 

ProTip: When estimating the amount of beer that you’ll need at the festival, use this equation:

# of minutes the event is open X pour size X [2 to 10] pours per minute*

=

# of ounces of beer each brewery should bring

Equation courtesy of https://www.brewersassociation.org/

Advertising

A crucial part of hosting any event is making sure that you get the word out. In today’s day and age, it has never been easier to promote an event utilizing social media.  You can get a lot of information to potential attendees, for free. But if you are willing to pay a few dollars, many social media platforms have ads that can target a certain age group, with certain interests, in a very specific location. Email is another great option if you have access to a qualified list of potential attendees.

Another great way to use technology to promote your event is by partnering with a drinking app. By doing this you know that the user is already interested in alcoholic beverages and might be open to trying more. There are several different apps that track beer consumption, but a popular one is brewtrackr.

While technology can aid in the promotion process, it is by no means the only way to go. Don’t forget about other traditional forms of media. Flyers, posters, newspapers and other forms of print distribution have a way of finding themselves in the hands of interested parties.

You could also donate tickets to a local radio station. Doing so could earn you thousands in free advertising dollars. A different beneficial arrangement could be asking the station if they would be willing to advertise and promote your festival for a month in exchange for a booth at your festival. You can save on marketing money while also reaching new audiences in your area. They might even be willing to be your musical entertainment for the night. Two birds, one stone!

Supplies

Naturally, for any festival you are going to need a lot of supplies to make the whole day go smoothly. In an effort to help you not forget anything we have compiled a checklist to help get you through the day.

Beer festival suppliesKegerators

Dump buckets

Tapping equipment

Drinking water stations

Signage/Decorations

Entrance gauntlet/line formation

Rinsing stations

Beer sampler glasses (these are often taken home as a souvenir)

Pitchers

Tables

Chairs

Tents

Brewer’s badges

Walkie-talkies: a must if the event is in a place where you aren’t confident of cell coverage

Merchandise that you want to sell

Ice:  when trying to determine the amount of ice needed 30 – 50 pounds of ice per beer type for each 4 hour session is recommended by the Brewers Association

ProTip: Just in case you do forget something, have a staff member with a valid license who can run out and get items.

Day of Festival

Everyone wants to make their event the best that it can be. A great way to add to the atmosphere is by bringing in live music to play while your patrons are sampling. Many bands are willing to play in exchange for beer and food (just make sure that all members are of legal drinking age.)

Food is another critical part of any gathering, especially one that involves alcohol. By adding food options to your lineup, you not only attract more attendees but encourage responsible drinking practices. Some localities might even require you to sell food at your event. A great way to do that is by asking food trucks in your area to set up at your venue. This creates a win-win situation not only for you as the organizer, but also for the food truck operators. You get to offer food and they get a venue where they know there will be a crowd searching for a delicious bite to pair with their beer.

If children are able to attend your event, which many localities don’t allow, be sure to have an area designated to them. Just because they can’t drink doesn’t mean they can’t also have a good time. By setting up a small play area you create a safe space for the kids to enjoy while their parents savor their adult beverages. By including the whole family you are sure to open yourself up to a wider range of potential attendees.

Staffing is a crucial aspect of your day of game plan. You need to have staff scanning tickets and checking id’s. Consider having a few staffers designated to answering any questions attendees might have.

ProTip: Remember that beer is the main focus of the event.  Don’t get so wrapped up in entertainment that you lose focus of the beer.

Post Event

Now that your beer festival is finally completed you can take a break and relax right? Well, there are a few loose ends you might want to tie up before you hang up your clipboard. Take one final look at your bills. Make sure that you were charged correctly and everyone was paid on time. Nobody wants that hanging over their head.

Once you get your bills out of the way, take the time to file all proper tax paper work. I know not many people jump out of bed in the morning excited to file tax paperwork, but your future self will thank you for the foresight.

Finally, consider sending out a few thank you notes. It may seem like an old tradition, but that personal touch can leave a lasting impression on breweries, vendors, and staffers or volunteers. If you would like to make your festival a reoccurring event, a small gesture like writing a thank you note can go a long way.

Hosting a beer festival may seem like a lot of work, and it’s. But the improved business visibility and community engagement are worth the prep and planning in the long run. By making sure that you give yourself plenty of time, gather your permits, advertise, and stay focused, you will be well on your way to becoming the next great American beer festival.

How Much Does Restaurant Furniture Cost? FAQ’s from the files of East Coast Chair & Barstool

How much does restaurant furniture cost
If you’ve ever asked “how much does restaurant furniture cost”, you probably got a somewhat unsatisfactory answer like “it depends on what you get”.  While this is certainly true – restaurant furniture can range from a few thousand dollars up to serious five figure digits – we figured that we could at least layout some common scenarios to give you an approximation of the cost to furnish your restaurant.

To keep it simple, all of these scenarios are based on a dining space of 1500 square feet with 20 tables, 8 booths, 60 chairs, and 10 bar stools.  There are 3 scenarios: a budget friendly option for a restaurant owner that wants the most economical furniture to get started, a mid-level option for a restaurant owner that wants great looking furniture at a great price, and an option for a restaurant owner that wants to create an ambiance around their furniture without breaking the bank.

Scenario 1 – Economy Furniture Cost

20 – Resin 36” x 36” Table Tops = $600

60 – Gladiator Metal Ladder Back Chairs with Vinyl Seat = $1500

10 – Gladiator Metal Ladder Back Barstools with Vinyl Seat = $500

8 – Standard Vinyl Upholstered Booths = $1500

Furniture Cost = $4100.00

 

Scenario 2 – Mid-Level Furniture Cost

20 – Solid Wood Butcher Block Tables = $2920

60 – Viktor Steel TOLIX style restaurant chairs = $3780

10 – Viktor Steel TOLIX style barstools – $710

8 – Vinyl Upholstered Restaurant Booths – $1640

Furniture Cost = $9050.00

 

Scenario 3 – Reclaimed Wood Furniture Cost

20 – Reclaimed Barnwood Tables = $4400

60 – Simon Steel Café Chairs with Reclaimed Wood Seats = $6000

10 – Simon Steel Café Barstools with Reclaimed Wood Seats = $1100

8 – Custom Reclaimed Barn Wood Booths = $4200

Furniture Cost = $15700.00

 

All of these scenarios are based on just a few of the furniture options that are commonly available at East Coast Chair & Barstool, where we sell direct to restaurants and keep costs low by cutting out the middle man.  True, you could go to a dealer or niche manufacturer and buy furniture that cost 3-5x more, but the only difference would be the price tag.

Have a question about furniture cost?  Leave a comment below and we’ll be glad to help.

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How to Prepare Your Restaurant for a PR Crisis

PR Plan

Running a restaurant is a big responsibility. You have employees, vendors, and customers all counting on you to succeed. This pressure is magnified even more so when there’s an unexpected crisis thrown into the mix.

Whether it’s a health hazard or an earthquake, your restaurant needs to be prepared to deal with the fallout and snap into crisis mode. These crises happen without a moment’s notice and can be catastrophic if not dealt with correctly. So how does your restaurant begin to prepare for the unexpected?

Avoid Being the “Ostrich”:

When a crisis does strike, your restaurant needs to be fast-acting to acknowledge the issue and take the appropriate steps to work towards a solution.

The very last thing you want your organization to be facing at the height of a disaster is a media outrage because you didn’t make any sort of statement. There is no playing the ostrich here; you cannot stick your head in the sand and pretend your problems will go away. You need to be clear, succinct, and precise with your plan internally and to the public. This can be done with a crisis management agenda.

Creating this plan can help you remain calm in times of crises which, in turn, can lead to better decision-making. Every restaurant should have an agenda for managing critical situations, the size of which will depend on the size of your operation and the issue at hand.

How to Compile a Crisis Management Agenda:

  • Brainstorm the risks faced by your restaurant such as food safety, insurance liabilities, and potential disasters (before they occur).
  • Create a checklist or plan of what should happen when an emergency happens.
  • Designate a task force of individuals who will carry out the step-by-step plan.
  • Delegate tasks and information to be disseminated internally and externally of the restaurant.
  • Identify key organizations that need to be notified such as fire, police, and ambulance services.
  • Make a list of audiences that need to be informed: reporters, legal entities, insurance companies. Don’t forget how you plan to address employees and the public.

PlanThis agenda should be shared with upper level management and designated employees that are appointed in the agenda. For an effective strategy, this information can easily be spread with Google Docs. Using Google Docs can lessen paper usage and, in case of a fire, will ensure you plan stays intact.

Having a crisis management procedure in place can lessen panic and give you a roadmap for navigating the seas of this crisis.

Keep Your Emotions in Check:

It’s without a doubt that going through a crisis that puts your livelihood in jeopardy is a stressful time. It’s also a crucial time to remain level-headed throughout the crisis. By acknowledging the issues your restaurant is facing and following your crisis management agenda, you can use your team to direct your efforts appropriately, even if you’re still in shock while the situation unfolds.

Not keeping your emotions in check can cause more issues if you act on them. Instead of acting brashly, use your emotions to convey sincerity and genuine concern. Maintaining a calm and professional demeanor can not only begin to fix customer perception but also inspire a more civil view for employees.

Emotions

For example, Applebee’s had a tumultuous public relations nightmare in 2013. Long story short, Applebee’s fired a staff member for posting a negative comment that a customer had written (due to a privacy violation) and then praised another staff member through a post that also had the customer’s name. Applebee’s posted on Facebook stating the reason they had fired the first staff member, which invited many comments from followers. In the middle of the night, the Applebee’s social media team posted an update on the post, which got lost in the 17,000 comments currently on the post. The social media team began tagging the people who had commented and copy/pasting the update their comments, leading to more heckling and an additional 16,000 comments. The social media team could have waited until a reasonable hour and posted a new update, not a comment, instead of adding fuel to the fire.

Moral of the story? Think before you act impulsively.

Say Sorry and Mean It:

Apologizing is not an easy step for any business, but it is a necessary evil in trying to repair the public’s trust. While making an apology, focus on being sincere. After all, what is an apology without feeling the deepest regret about the actions that occurred? With an honest-to-goodness apology to the affected parties, a business is taking ownership of the situation and can give it credibility.

micIn making this heartfelt apology, you will also want to take timing into account. If a crisis occurs, a restaurant’s timely apology is important in keeping customers on their side. Even if your team is working behind the scenes to better the situation, it is imperative that these actions are communicated and not done in silence. The longer an apology takes, the less customers will take it seriously.

Go further for your customers and add a side of great customer service to your apology. From late 2015 to early 2016, about 40 Chipotle customers were sickened from E. coli contaminants; a tough blow to a restaurant chain that prided themselves on fresh food free of genetically-modified organisms. Making an apology statement turned advertisement in major newspapers nationwide, Chipotle founder, Steve Ells, addressed the outbreaks, apologized, and made promises of more thorough food safety standards. To bring people back into its restaurants, Chipotle launched their brief rewards program, direct mail offers, and mobile promotions to earn free burritos.

Unfortunately, the world can change at the drop of a hat: people make snap judgments, tectonic plates collide, and food is not handled with proper care. But that doesn’t mean your restaurant can’t be prepared to combat these crises when they happen. Having a plan, keeping your emotions in check, and truly apologizing are crucial elements in preparing your restaurant for a future crisis. Remember the best offense is a good defense.

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A Guide to Bar and Restaurant Insurance

There are a lot of exciting and interesting parts of the restaurant industry. While insurance probably doesn’t make your top 3 most exciting topics, that doesn’t mean that it isn’t important. Can you imagine if your business went up in flames and you didn’t have any sort of insurance to cover the losses? You could spend the rest of your days paying for a business that didn’t even exist anymore.  Certain insurances are required just to be able to open your restaurant while others are supplemental and might just be a good idea to have. We spoke with Steve Scuilli Vice President of Exchange Underwriters Inc., a man with 25+ years of experience in the insurance industry, to get you an expert opinion on what you need to know about insuring your restaurant.

Who Needs Restaurant Insurance?

Basically, all businesses in the restaurant and food industry need some sort of restaurant insurance. Bars, cafés, diners, delis, fast food restaurants, lounges, pubs, breweries, and pizza places all require some sort of insurance specifically designed for the food industry.

Do you remember Chi-Chi’s, the Mexican restaurant that is now infamous for having the largest outbreak of Hepatitis A in U.S. restaurant history? The restaurant was already suffering from bankruptcy when the cases came to light. Due to the outbreak, hundreds of people were sickened, one needed a liver transplant and four people sadly died.  Green onions from Mexico that were used to make salsa were the cause of the outbreak. The fault was with the suppliers but Chi-Chi’s was not financially stable enough and did not have enough liability insurance to meet all the claims that came out after the outbreak. Perhaps if they had enough insurance they would still be around today.

While every business in the food industry needs some form of insurance the types can vary based upon the business itself. For example, an ice cream shop and a bar with both need general liability insurance but the ice cream shop will probably not need liquor liability insurance. Some policies will be state requirements, some are just a good idea, and some form of life insurance might be required by the lending agency for the owner(s) of the business. It is important to check on your state’s requirements and to speak with your bank on what they might require.

ProTip: When deciding on calling an agency determine what is a priority for you; a low cost, a close location, or superior service. Knowing this before you start the process can help streamline your choice.

How Insurance Cost is Determined

One of the first steps when starting to look into your insurance options is to call an agency and speak with an agent. They will then proceed to ask you a series of questions or have you fill out a questionnaire about your business. Your answers to these questions are what determine the cost of the policies you are trying to acquire.

They then take these answers to an underwriter who uses them to determine your risk of exposure. Your risk of exposure is an event or state of being that can subject you to loss because of some hazard or contingency. The risk of exposure for a business often ranks the prevalence of a risk according to their probability of it occurring multiplied by the amount of money that could be lost because of the occurrence. There are different types of potential loss for each industry but for the restaurant and bar business they look at similar factors. Some of the factors the insurance companies look at include:

  • Class of business- Different classes of business have different exposure to problems such as crime, a liquor liability suit, and workers compensation.
  • Hours of operation- establishments with longer hours are at a greater risk for loss because the longer you are open the more opportunities for something to go wrong.
  • Clientele and location- Both the character of your clientele and the safety of your location can affect the exposure risk.
  • Entertainment- Any form of entertainment automatically increases the chance of loss. Establishments bring in entertainment to attract a larger crowd than they would have otherwise, which increases both sales and risk.
  • Promotions-Promotions are also meant to bring in more patrons than normal. People tend to eat and drink more during promotions which can increase the risk of exposure such as customers being overserved or damaging the building.
  • Years in operation-The failure rate for bars and restaurants can be relatively high so the longer the establishment has been in operation, the more experience the owner(s) are likely to have and the better the quote could be.
  • Owners experience in business-The more experience the better. Experienced owners are usually more responsible and know how to train their employees to minimize risk.
  • Security-Security personnel are important to have, especially in a busy bar environment.
  • Alcohol server training- it is important that bar and restaurant employees are educated on how to responsibly serve alcohol and recognize those that are intoxicated. Many companies offer a discount to restauranteurs who have their employees utilize those programs.
  • Adult entertainment-These establishments run a much higher risk of exposure than many others, fights and damage being some of the more prevalent risks.

Underwriters take all these factors and then evaluate the exposure factor each presents and then rate your businesses risk accordingly. All of these factors come with their own set of issues that will be factored into your final quote, which is how much you will need to pay to carry your policies.

Pro Tip: A big name agency might be able to offer discounts but a local agency could have the benefit of being more familiar with the laws in your state. If they are close it might be more convenient to reach them if something should happen.

Types of Insurance

General Liability- This is a type of umbrella policy, this is also the most common insurance. It covers lawsuits from non-employees that sue over injuries and some property damage.

Property Insurance- reimburses you for property loss related to fire, burglary, and some types of storms that may not be covered by your general liability insurance. Includes: building, furniture, tap systems, and glassware but may not cover floods or earthquakes.

Liquor Liability- many states require this with your liquor license and some variables may change from state to state. This protects against a liability claim as a consequence of someone getting drunk to the extent that injuries or property damages are the result.

Workers Compensation Insurance- This insurance covers medical expenses and lawsuits from employees injured on the job. This is also usually required by state law.

Automobile policy- If your business uses any type of vehicle as transportation you are going to want this policy. This covers the vehicle the same way any other car insurance would but can cover items such as food trucks, and catering vans.

Umbrella Insurance-This insurance pays for lawsuits that exceed the limits of small insurance policies. You can’t have an umbrella policy without a general liability policy. An Umbrella policy is based on what you have to lose.

Life Insurance- This is not required by law but some lenders may require it in case something should happen to the store owner their family will not be left trying to pay off any debts that may have been incurred.

Loss of Business-This insurance can cover loss of sales through a specific cause. Something like a power outage that causes a business to lose its inventory would be covered. Some of the income can be recouped but a lot of times with the cost of premiums owners can break even so you should speak to your agent about whether this plan would be beneficial for your business or not.

ProTip: Cameras are a great way to prove or fight an insurance claim. If you can afford it try to install them in your business. It is hard to dispute evidence that has been filmed. They are also great for helping to spot employee theft.

When it comes to selecting policies, after you get the ones required by the state and your lending agency, you are the one that knows your business and financial situation the best. An agency can work to guide you with different instances they have come across but ultimately it is your decision if you want any extra insurance.

When asked if there was one piece of advice he could give to customers Scuilli said that owners should take a hard look at their business and determine where their greatest risk of exposure is and be sure to cover those areas. The second was to know what you can handle financially speaking. It doesn’t make sense to sign up for insurance that you won’t be able to afford to pay on.

While selecting insurance isn’t one of the sexier aspects to being a business owner it is vitally important. Insurance can protect you and your business from a myriad of problems. Insurance may seem like a lot of money for little to no return, but it is always better to be prepared when it comes to your business.

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Drink Trends You Need To Know About for 2017

 

When it comes time to order a drink, some bar-goers stick with their tried and true favorite cocktails, while others are more interested in following the trends and expanding their horizons when they walk into the bar. These trendsetters seek out the latest and greatest in hopes of informing others of the most recent concoctions or getting that perfect Instagram picture to share with their friends. In the interest of luring these trendsetters into your bar and staying relevant in a competitive industry, we take a look at the trends rising to the forefront of the cocktail industry.

1. Vodka is Back-Vodka Cocktails

For a while, Vodka was frowned upon but is now making its way back into serious cocktails on bar menus this year. Bartenders are embracing this drink as a flexible and approachable ingredient choice. Vodka goes with more than tonic and bartenders are using their creativity to create a wider selection of Vodka based drinks.

Part of this resurgence can be credited to more interesting vodkas being produced. Vodka with complexity is making its way into the market and mixologists are responding. Brands such as Belvedere Unfiltered, St. George Green Chile and Citrus, and Absolut Elyx challenge the idea that vodka is an odorless, colorless, and tasteless liqueur.

2. Banana is the New Black-Banana Cocktails

Since 2016, Banana has been making its way into cocktails menus across the country in many forms. Whether it is as a liqueur, spirit, or actual fruit puree, don’t be surprised to see it in your drink. Bananas are available year-round and lend themselves well to being used in cocktails. In light of the recent tiki renaissance that has been happening over the past few years bananas have been gaining ground in bars everywhere including Chicago’s Lost Lake.

3. A Fresh Buzz-Coffee Cocktails

You may already be seeing this morning favorite making its way into the craft beer industry, and cocktails are not far behind. Soon you will see vodkas and whiskeys being bottled with cold-brew coffee as part of the mix. This is not the first time coffee and alcohol have been paired together. Who can forget classics like Irish coffee, or Kahlua and coffee but modern coffee cocktails go beyond adding a bit of booze to a cup of coffee and calling it a drink.

This combination of coffee shop and bar makes perfect sense. In many restaurants, bartenders are also in charge of making espresso drinks, and it is a good use for coffee that isn’t served during the day. Both the coffee and bar businesses are high-profit, but they’re only high profit for a short period of the day. So expect to see more and more of these dual purpose drinks being served from behind the same doors.

4. Tequila Mockingbird-The Tequila Resurgence

Americans are consuming more tequila than ever before.  In fact, tequila ranks right behind whiskey as the most popular distilled spirit in the United States. The trend is being driven by the production of higher-end tequilas such as Fortaleza, Casa Noble, and Astral. As a result, more cocktails that are tequila-based are making their way onto bar menus around the country.

The prevalence in tequila will leave its mark on the cocktail industry with a new resurgence of other agave based drinks such as Mezcal, a drink made from the Espadin agave plant that produces a unique smoky flavor that differentiates it from tequila.

5. Farm to Shaker-Fresh Ingredients

Over the past few years the country has turned its focus towards fresher and healthier ingredients in their meals, a trend which is beginning to catch on with cocktails as well. The days of sweet and sour mix being used for speed, efficiency, and flavor control are on their way out. Today’s bartenders and bar managers are embracing the idea of fresh, healthy ingredients being used to take their cocktails to the next level.

In certain areas of the country where it is summer year round, expect to see cocktails with local flavors highlighting the citrus, fruit, veggies, and herbs, readily available and indigenous to the area.

6. Storytelling

More and more drinkers are focusing on the experience of drinking and less on just getting a buzz. Consumers increasingly want a story behind their cocktails and bartenders are responding by using regional spirits brewed using ancient recipes, or by creating cocktails to match the drinker’s own recent experiences.

People are fascinated by drinks and the bartenders who serve them. In 2014 Jack Daniels released a series of videos on Youtube highlighting the craziest tales bartenders around the country had to share. By doing this they were giving consumers the stories and history they wanted while making them synonymous with their whiskey.

7. Interpretive Drinking-Performance Cocktails

The best bartenders have always understood the usefulness of theater, without going over the top (we’re looking at you Tom Cruise). So in 2017 be prepared to see more and more theater in the glass, as mixologists seek out more unique and interesting ingredients.  Ingredients like the Butterfly Pea flower, a flower that is ph sensitive and will change the color of a drink when mixed with citrus. Another flower to be on the lookout for is the Szechuan Button, an edible flower that delivers an electric hit to the consumer when chewed on. The flower is electrifying and hits you on a molecular level causing you to experience mouth tingling.

8. Have You Seen This Cocktail-Nameless Cocktails

One of the strangest yet most intriguing trends of 2017 is cocktails being based on emotions. Some bars, like Trick Dog in San Francisco, are forgoing names for their cocktails in favor of moods, scents, color, and even astrological signs. Order a red drink to stimulate confidence or black for discipline. Bars that are using scents such as smoked pine or cut grass, are doing so to evoke nostalgic feelings of certain times of the year or places with fond memories to keep them customers coming back for more. It might not be a trend for all bars but expect to see it popping up more and more throughout the year.

9. The Up and Comers- New Centers for Creativity

Sure, Manhattan will always be one of leaders in cocktail trends. But don’t count out emerging cities like Brooklyn, Pittsburgh, Nashville, Charleston, San Diego, and Houston. These cities have cheaper rents and thirsty young people are flocking to them. With the influx of young adults, be looking for new bars and new cocktails to make their way to the forefront of the industry.

10. Frosé All Day-Frozen Drinks Will Go High End

Frozen drinks have always been a fun way of changing up drinks but recently bartenders have been upping the frozen drinks game, translating into expertly prepared frozen cocktails. It started with frosé, which is exactly what it sounds like, a frozen Rosé drink. But now the frozen drink industry has taken off in a way it never has before. Upscale drinks are being turned into refreshing frozen libations with the use of tools like liquid nitrogen, turbo icemakers, and the always dependable slushy machine.

11. Guilty Pleasure Drinks

For a time, 70s, 80s, and 90s style cocktails were not an option in craft cocktail bars. They were frowned upon for their use of artificial ingredients and thought to be too sweet and unsophisticated. Bartenders are now revisiting these guilty pleasure drinks and re-imagining them with fresh, quality ingredients and transforming these decade old cocktails into delicious, yet well-executed drinks. Craft cocktail bars around the country are now showcasing adaptations on these retro drinks and you’ll probably be seeing a lot more of them in the coming year.

While a nameless cocktail might not be the right fit for your bar, you might want to consider adding a few of these trends to your bar’s menu. Staying relevant in this industry can mean the difference between a great year and being forced to close your doors. Experiment with adding a few vodka based cocktails to your lineup or maybe even a color changing mixture to gather a few ooh’s and ahh’s. If you are willing to do so you will have a better chance staying at the industry forefront in 2017.

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The French Connection

French food is backFrancophiles, rejoice! The James Beard Foundation has named French cuisine a hot trend for 2017 and French restaurants are creeping back onto the scene.

French cooking, with its structured techniques and timeless traditions, has often been held as the golden standard in the culinary world. But the past 35 years have been a rocky time for French cuisine, including a New York Times article claiming French food needs to be saved.

Even though French cuisine is laden with time-consuming recipes like cassoulet and gut-busting rich roux, French cuisine has fairly simple roots. Both “cuisine du potager” (cooking from the garden) and “cuisine du marché” (cooking from the daily market) are the foundations of French cooking. Food was always seasonal, fresh, and differed from region to region, creating astoundingly different regional dishes.

From the beginning, French cuisine took on many different characteristics. French cuisine from the northern regions focused on vegetables local to the area, dairy products, and sausage. Southern regions incorporated richer ingredients like mushrooms, herbs, and game birds. Many chefs took these regional cuisine styles and created many esteemed cooking techniques. Sautéing, “sous-vide”, and “déglacer” are just some of the French cooking terms that have been outside the realm of the cuisine.

French cooking was known around the world for its finery and strategic practices that made this an art form more than just preparing food on a plate. But many chefs wanted to move away from the heavily regimented procedures and decadence of French cuisine and come up with a lighter alternative. Lower fat sauces, the integration of more garden vegetables, and using simpler presentations began in the 1960’s. From this, “nouvelle cuisine” was born. This movement was embraced for a small period of time, but met with heavy criticism from traditionalist French chefs and food critics.

By the end of the 1980’s, “nouvelle cuisine” had fallen out of vogue and many chefs returned to the more classical methods.

However, other ethnic foods such as Italian and Mexican began to take center stage. French restaurants and cuisine took a hit by being perceived as stuffy; customers were more interested in other flavors and combinations. Even many French chefs began going the safe and less expensive route, giving up their quest for Michelin stars, and focusing on the basics.

Most recently in 2014, the French government has tried to let consumers be aware of a restaurant’s quality of food with a “fait maison” logo. This logo would indicate whether a restaurant’s food is in fact “homemade” or not. In an effort to reduce costs, many restaurants in France were relying on industrial caterers or external food service providers to prepare food. While this is done by many restaurants internationally, it does take away from the integrity of French cuisine, which was once upheld has the standard for all culinary traditions. The many exceptions to the “fait maison” make it easy to circumvent as well as receiving a large negative backlash from food critics and chefs.

Even though it seems French cuisine has toppled from its pedestal of grandeur as of late, this trend is on the watch list for 2017 and is making a comeback. Many classically-trained chefs around the country are looking to restore the name of French cuisine and others are bringing their own flavor on the great classics.

French Laundry

Once housing a saloon and then steam laundry business, Thomas Keller’s French Laundry continues to make history on Washington Street in Yountville, California. French Laundry has been dazzling palettes with its tasting menus (which change daily) and wines since 1994. Even with a decline in formal French dining, Keller’s restaurant has succeeded over the years and is a testament to his expertise. Among winning the “Five Diamond Award” annually since 2005, Thomas Keller is the only American-born chef to have three star Michelin ratings for two different restaurants (French Laundry in Napa Valley and Per Se in Manhattan). French Laundry has set high expectations in French cuisine for restauranteurs, service, and patrons.

French Laundry

Photo via Femme Rouge

Bistronomic

Combining the words bistro, gastronomy, and economic, and all that they mean to French cuisine, chef Martial Noguier opened his first independent restaurant Bistronomic in 2011. While Chicago is becoming a food capital, Bistronomic is right there and relevant as ever with its comfortable atmosphere and Midwestern ingredients. Noguier keeps classic items on the menu with a regional twist in the maple leaf duck breast a l’orange and escargot with breadcrumbs. Making French cuisine seem approachable is quite an understaking, but Bistronomic and Noguier pulls it off.

Bistronomic

Photo via Bistronomic

Petit Trois

Shaking up the traditional white-tablecloth atmosphere of many French eateries, Petit Trois is Los Angeles’ exclusive but approachable bistro. With a “bar á la carte” menu style, Petit Trois focuses on simple French dishes such as escargots and omelettes with simple wines and cocktails. Opened by Ludo Lefebvre, Vinny Dotolo, and Jon Shook in 2014, this bistro champions no-frills French cuisine with a relaxed feel- no stuffiness here! With a no reservations policy, the 21 bar stools are up for grabs to the early bird. Petit Trois has landed at the top of many “best of” lists, including “2015 Restaurants of the Year” by Food & Wine. It is rumored a second location will be opened in the California’s San Fernando Valley.

Petit Trois

Photo via Eater LA

The Twisted Frenchman

Cities around the United States are seeing the return of French cuisine in the forms of fine dining and casual bistros. French cuisine is even making its way back into the steel city of Pennsylvania, Pittsburgh. New ownership transformed what was the former Notion Restaurant on South Highland Avenue, into chef Andrew Garbarino’s The Twisted Frenchman in 2015. Up-and-coming on the restaurant scene, Garbarino has to rely more on his food than his name to bring guests in. With its food described as “modern French”, The Twisted Frenchman’s menu is peppered with game birds and quintessential French entrees. Lovingly referred to as “foie gras PB&J”, this appetizer is Garbarino’s signature and gives a contemporary take on an otherwise classic dish.

The Twisted Frenchman

Photo via TripAdvisor

Le Coucou

In the mid-20th century, there were six luxury restaurants that ruled New York City and held the standard for French dining. Since 2004, all except one (La Grenouille) have closed their doors. The white table clothed finery of these establishments lives on and served as inspiration for chef Daniel Rose’s Le Coucou, opened in 2016. Along with Stephen Starr, restaurant extraordinaire, Le Coucou is an encouraging sign of fine French cuisine reigning once more. French delicacies line the breakfast, brunch, lunch, and dinner menus, including the cheeky “tout le lapin” (all of the rabbit). While this is Rose’s first stateside restaurant, Le Coucou is the resurgence of fine dining for local New Yorkers and tourists to share in alike. To many of Le Coucou’s patrons, this isn’t a resurgence; this a whole new experience.

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The Recipe of a Restaurant: How to Break into the Industry

Open for Business

Have you dreamed of owning your own restaurant? Maybe you’ve sketched out what the exterior would look like on a napkin, daydreamed about what you would serve, or even picked out your china?

But have you ever thought of taking this dream one step farther and putting your ideas to work?

If you’re looking to bust into the restaurant business but aren’t quite sure of what you would need to do it, we’ve compiled the largest pieces you need, into one guide. And because opening a restaurant is no easy task, we spoke with Rob Coffaro, owner of Coffaro’s Pizza in Slippery Rock, Pennsylvania, to get his expertise on the subject.

Coffaro's Pizza

Prep Time

Concept- First things first, you need a concept. This may be something you already have under belt, but if not, you need to cement what your vision is for your restaurant. Having a more concrete concept can help you carry the elements you want into your restaurant more clearly.

Location- Whether you’re taking over another restaurant or building from the ground up, you should have your location. Talk to your realtor about the different options for your commercial venture. This will impact how you finance your restaurant.

Finances- How you finance will largely depend on your situation. If you are so lucky to have been saving up in your personal savings account, these liquid funds could get you on your way. If your credit is in good standing, a credit card could be a viable solution, depending on how much you need. Another option could be a restaurant specific loan or a Small Business Administration loan. A restaurant specific loan is not bound to a specific need and has a varying interest rates and terms, depending on the size of the loan. Based on the financial institution, this loan can have many different names but serves the same purpose. An SBA backed loan can offer lower down payments and longer terms to the business owner but can be difficult to qualify for. To qualify, a business must meet size requirements, be in good financial standing, be in the for-profit industry, and meet the credit requirements of the lending institution. Instead of going the commercial route, you could also have investors help fund your restaurant. If these are friends and family, remember that while the money can be convenient, it can also be a strain on the relationship.

Business plan- After you’ve analyzed the risks and you’re ready to take on the responsibility of owning your own business, it’s time to create a business plan. This plan gives you a guiding light when things seem dark or what to do next. When documenting your business plan, be sure to include information on your concept, team standards, design, target market, market overview, financial risk, business structure, and external individuals that will be helping you run your business (like a lawyer or accountant).

Legal matters- If you plan on serving alcohol or having a BYOB policy, make sure you check your state’s liquor license laws. Some states can take longer than others for this process, so if this applies to your business definitely get a jump on it!

Slice of Advice- Be Organized

Mix in Your Ingredients

Write your menu- It’s time to test out what culinary creations will grace your menu. Use focus groups of friends, family, and other chefs to narrow down what fits your restaurant’s style and flow. Make sure to also include various substitutions to accommodate guests with food allergies or dietary restrictions. When designing your menu, you need to keep in mind the physical look of the menu, how categories will be presented, and the pattern in how it’s read.

Network- How are you going to obtain the ingredients of your daily fare. Research foodservice vendors on price, quality, and delivery time but also keep local farms or vendors in mind. A great way to build relationships in the community is to partner these homegrown businesses which could help get your foot in the door for future events.

Get social- Start creating a buzz about your establishment. Choose two or three social media platforms that you are well-versed in (or are prepared to master) and begin showing the world what makes your business unique. You have a great opportunity to show the beginnings of your restaurant, from the first time you walk through the door to opening night. Use it!

Dimensions- Space planning can give you important figures such as your capacity, how many pieces of furniture you can order, and the image of how your restaurant will look at the end. There are many requirements that restauranteurs need to implement in their layout. Whether large or small, your restaurant can be planned out before you purchase a single piece of furniture.

Filling the space- To complete your restaurant, you will need commercial furniture and restaurant equipment (think refrigerators, ovens, etc.). Be sure to purchase products that promise quality and durability. Don’t forget to also pick up dinnerware, napkins, cooking utensils, and silverware to run your business smoothly and efficiently. It’s also time to finalize your menus and send them off to print!

Safety is key- In most states; you need to have a pre-operational inspection done before your restaurant opens. During this inspection, there should be absolutely no food on the premises. The pre-operational inspection confirms that your restaurant is compliant with health laws.

Build your team- The amount of upper-level management you need will depend on your business structure and size but most restaurants have a general manager, assistant manager, shift leaders, and chefs. You will want to look for individuals that are successful in recruiting, supervising, and budgeting. When your management team is in place, you can start hiring the wait and kitchen staff. From top level management all the way to the first-time job holder, training is important for seamless, united customer service.

Slice of Advice- Hiring

Let’s Get Cooking

Get your feet wet- Have your soft opening a couple weeks before your grand opening that introduces your business to the community. This lets your future customers get to know you and get excited that you will be opening very shortly.

Call your health inspector- Directly after your soft opening, schedule an operational inspection with the health department. Staying up on these issues is important for the longevity of your business.

Make it an event- For your grand opening, make sure that you are present and available. This is the time to enjoy your handiwork and introduce yourself and your team to all those who came out to support you. You should invite some sort of press outlet, but you may want to also hire a photographer to attend. Designate a staff member or friend to be in charge of social media that night, this is an event you will want to remember.

Slice of Advice- Do the Math

Enjoy Your Final Product

So your restaurant is now a full-blown operational business. That’s awesome, but the hard work is just beginning. You need to keep up on budgeting, food safety, licenses, and your customers’ overall experience. It’s important to keep in mind that while it may be simpler to hire the accountant and just leave the finances to them or hire an assistant to focus on staying up to date on licensing, you need to be involved. Just because your restaurant is open does not mean you can stop researching and educating yourself. Let this and every ounce of customer feedback drive you to become a better restaurant and business. You need to be involved with each workings of your business to protect and nourish it every step of the way.

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What is LTL delivery? FAQs from the Files of East Coast Chair & Barstool

Tractor trailer

Ever wonder how your recently ordered furniture will get to you? Here are some answers to frequently asked questions that we get when it comes to receiving your shipped furniture.

How is my furniture being shipped to me?

LTL delivery is a common way that many furniture suppliers use when shipping furniture to customers. Items are usually put on a wood pallet and secured using plastic straps and/or shrink wrap. LTL delivery is used when items don’t fill the entire truck but are too large or heavy for parcel. With this delivery method, you are paying only for the space that the pieces of furniture take up.

What does LTL stand for?

LTL stands for “less than truckload”.

What determines how much delivery will cost?

To calculate LTL delivery costs, items are put into classes designated by the National Motor Freight Traffic Association (NMFTA). There are 18 classes total. To place an item’s class depends the shipment’s density, stowability, handling, and value. The lower the class, the cheaper it is to ship the item. For example, a steel chair ships at class 250 because they have a high density. Meanwhile, aluminum furniture ships at a class 300 because it takes up more space but has less weight. Other possible costs include fuel surcharges, expedited delivery fees, and where the end destination is located.

What is lift-gate service? Is it included?

A lift-gate raises and lowers items from the back of the truck to the ground. This is not included in the shipping quote are given unless you ask for it. If a truck that delivers your items has a lift-gate and you use it but did not pay for it, you will be charged as if you had requested it.

Will the carrier call me to let me know when my order is being delivered?

For an additional fee, they can call you with a timeframe.

Can I change the shipping address once the item has shipped?

Yes, it is possible to change the shipping address by contacting the carrier. However, a reconsignment fee will be charged.

Will the driver take the items off the truck?

No, we recommend that you have some extra help with you to take items off the truck.

Will the driver take my shipment inside?

No, however, an “inside delivery” option can be added for a fee.

Can I use a forklift to take the items off the truck?

Yes, this could help you get the items off the truck because they’re on pallets. Don’t use forklift on booths or oversized tables, these items are easily damaged.

What do I do if my furniture is damaged?

Regardless of what condition your furniture arrives in, you need to accept the delivery. You will receive a delivery receipt where you can note the damages. From there, you will need to contact our service department about the damages.

For more information on how to accept a tailgate delivery, check out our video below!

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