Hailing form Olympia, WA, Phoebe Martinson fell in love with industry in sixth grade while on a elementary school field trip to a local bakery. Upon graduating high school Martinson enrolled at South Seattle Community College’s Culinary Arts program, and has never looked back. After working in Seattle and Los Angeles Kitchens, Martinson returned to Olympia Washington to raise her family and begin her culinary instructor career. Martinson instructed until 2012, at which point she fulfilled her dream of owning her own pastry shop. In 2016 the Martinson’s opened their second location.
Show notes…
Favorite Success Quote or Mantra.
“If I wouldn’t buy it, we’re not going to sell it.”
In today’s episode with Phoebe Martinson, we discuss:
- Not half assing your work and doing it right the first time.
- Maximizing available space for guests, not employees.
- Creating a culture where, “that’s not my job” never gets spoken.
- Why it is important to cross train.
- Learning something from every job you have, and how you’ll learn more if you’re open to learning.
- Advice on working with contractors.
- What to do when your guest is not always right.
- What Phoebe did differently than the previous two restaurants that failed in the space she’s in today.
- Showing and sharing your excitement to live out your dream.
- How saying hello and goodbye to your guest doesn’t matter if it is not done in a sincere way.
- How to transfer sincerity to your employees.
- How to create processes and systems in your business.
- How “yes” is always the answer, unless saying “yes” means getting out of your lane, because being a specialist is far more impactful than being everything to everyone.
- Opening locations 2, 3, and 4 nearby so you don’t have to compete with others.
- The challenges of bringing on a business partner who is also your own child.
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Knowledge bombs
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Which “it factor” habit, trait, or characteristic you believe most contributes to your success?
- Mind over matter.
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What is your biggest weakness?
- Sugar.
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What’s one question you ask or thing you look for during an interview?
- Just chat with people like you would anyone else. Get to know them.
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What’s a current challenge? How are you dealing with it?
- Balance.
- Delegating more.
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Share one code of conduct or behavior you teach your team.
- Move with urgency.
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What is one uncommon standard of service you teach your staff?
- Be sincere.
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What’s one book we must read to become a better person or restaurant owner?
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Share an online resource or tool.
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What’s one piece of technology you’ve adopted in your restaurant and how has it influence operations?
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If you got the news that you’d be leaving this world tomorrow and all memories of you, your work, and your restaurants would be lost with your departure with the exception of 3 pieces of wisdom you could leave behind for the good of humanity, what would they be?
- Do what you love.
- Surround yourself with good, healthy people.
- Have some fun.
Contact Info
Thanks for Listening!
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Huge thanks to Phoebe Martinson for joining me for another awesome episode. Until next time!
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The post 521:What to do When the Customer is NOT Always Right with Phoebe Martinson appeared first on Restaurant Unstoppable.