Checking The Nation’s Restaurant Communications For Freshness.

How many times can you dent a brand before it starts looking damaged?

Smashburger scrawls an invitation to kids to drink beer!

Starbucks typically receives 300 Benjamins in a transaction!

Thanks to our friend the internet, we’ve all enjoyed FAILs. Lots of them.

Interestingly enough, the FAILs internet folk catch often have to do with restaurants.

I think that’s because restaurants have to talk to you, woo you, constantly engage you with words and photos and graphics to keep you trying their newest, or not forgetting what they’re best at, or whatever. And there are so many links in that communications chain, so many humans, the weakest are bound to put the wrong words and pictures together poorly in contexts that don’t match the brand standards.

It’s human. We all get it.

But how many times can it happen before that IS your brand? And can some brands withstand it better than others?

I maintain that the QSR restaurants can endure a whole lot more FAIL than some places because we all get that the restaurant is staffed by a weary manager and beleaguered shift supervisors trying to control a mostly apathetic workforce just earning a little spare change to put in their gas tanks until they get a better job.

That’s what makes “coning” funny: we know those people are barely hanging on as it is.

My feeling is, QSR can endure some crude communications episodes and nobody really holds them accountable. And if there is a Burger King or Wendy’s near your house that’s impeccably run, well, you notice. You say to your friend you’re there with, “Y’know? This is a really nice Wendy’s” as if you’ve run across a remarkable, rare, admirable, surprising, lovely find.

The typical QSR restaurant is like a big SUV. If there’s a dent here or there, it just looks like it’s been in action. Until it starts to look like crap—I guess I’m not arguing that QSR shouldn’t try to look nice. But they can withstand, I think, some imperfections.

Now, let’s think about that Smashburger Miller Lite Kids [sic] Night. And that Starbucks clip art showing some thirsty big-tipper forking over $300. I think those dents stand out big time, like a scrape on a Lexus fender. They hurt. I have opinions about those restaurants (I’m including Starbucks as a restaurant here) that allow me to feel comfortable paying higher prices.

When they look human, and achieve the FAIL, it makes a big difference to me. I’m sort of paying for them to keep a tighter control on their brand, on their consistency. And according to Starbucks most recent earnings, I’m not alone.

(Thanks to my friend Adam for the beer card photo; I took the Starbucks temporary trailer signage my own self.)

Will printed menus ever look quaint?

People have been trying for a long time to get me excited about the combination of technology and being in a restaurant. Why, here’s the guy who started Atari and Chuck E. Cheese, whom Leonardo DiCaprio may portray in a movie, whom Newsweek elected one of the 50 Men Who Changed America, who has been inducted into both the Consumer Electronics Association and Video Game Halls of Fame, and even he is struggling to make me think I want tech with my dining:

Hm.

Maybe.

Then a friend of mine sent this blog yelling about how bad menus are.

And the blogger, Dave McClure, sure gets you to thinking. Here’s a list of problems he thinks better menus (and the technology surrounding menu-improvement) can fix:

Here are a few frequent problems i have when i sit down for a meal:

• too many items to choose from, many of which i don’t understand

• no/few pictures (too small, poor quality), don’t know what i’m ordering

• they don’t know what i like; i can’t remember what i got b4 (good/bad)

• have any of my friends eaten here? do they like/hate some dishes?

• can’t get waiter’s attention, 3x times or more (ordering, refills, payment)

• places i visit frequently should give discounts to come back regularly

• places i visit infrequently should give discounts to try them 1x or 2x

• while waiting/eating i might enjoy music, movies, games, other media

And he has a lot of suggestions, some obvious, some not, some new, some familiar.

I think we all agree that social media and digital technology has changed almost every aspect of our lives, and even if we were skeptical entering into our relationship with our smart phone or Facebook page, we quickly saw how it made life better.

It hasn’t been figured out, quite, but it will be.

But here’s a question I have (which I sort of love): Is the Act of Eating such an ancient instinct that we can’t hardly understand it, much less predict how we’ll act on any given night? That’s the whole reason we have a huge, wide world of types of places to eat. We’re performing two very sensitive operations when we go out to eat—we’re parting with money hoping we can trust we’ll get a fair return, which advertisers learned a long time ago becomes an emotional decision almost immediately; and we’re sticking stuff into our bodies, just poking it in there and chewing on it and forming a bolus and trusting it will make us stronger, not weaker or sicker, and we’ve managed to scramble our brains enough that we’re not squeamish about doing it in front of people or watching others do it. That’s heavy stuff.

And then you wanna talk about playing a video game after I stab at a computer to get an anonymous runner to bring me a burger that matches the onscreen photo. And a boop-boop-boop machine that identifies me as a regular even if maybe I don’t want to be identified tonight, and tells me that my old friend Evan recommends a turkey burger—hm.

I’m dubious. Or at least curious to see how the Dave McClures and Nolan Bushnells of the world will bring me, a middle-of-the-pack adopter, into the braver part of the new menu world.

I still want a (admittedly rather artificial) relationship with a server in a nicer restaurant to reassure me, to help me feel good about my choices. In a QSR setting, I still want at least the appearance that the restaurant cares about the food I’m ordering—exposing the bustle just slightly, there in the back, reassures me that there are competent workers taking steps to make safe food I’ll be happy I traded money for.

I sit down. A server who knows me whom I trust doesn’t even bring me a menu, she just sets what I want in front of me. Now, how can we create that effect digitally? And what if I’ve never been here? Is there a way to maintain a cozy relationship with a server and a simple menu (this place has the simplest of menus) with technology? Probably.

I sit down. A server who knows me whom I trust doesn’t even bring me a menu, she just sets what I want in front of me. Now, how can we create that effect digitally? And what if I’ve never been here? Is there a way to maintain a cozy relationship with a server and a simple menu (this place has the simplest of menus) with technology? Probably.

But yeah. I’ll agree. The clunky passing out of the menus, collecting of the menus, storing of the menus. The many menus that commit the sins McClure mentions, or just fold out too wide and make me bump the guys next to me or overwhelm me with choice and no help making a decision.

Yeah. Fix that. Hey, technology. If you’re almost done transforming the entertainment industry, restaurant industry could use a little more help.

Oh, people have made tweaks and clever improvements. And some menus are simply beautiful work that will always be welcome in the world.

And there are ever-more-clever ways to combine technology and traditional menus: for example, one of the nicest visits I had as a I wound through the National Restaurant Association Show last year was with MustHaveMenus.com entrepreneur Jim Williams. His company is making it easy for smaller restaurants to have good-looking, presumably effective menus that the bloggers at Art of the Menu might approve of. But it’s a web-based menu design site that doesn’t limit you the way desktop software does as it ages.

Which sounds like a pretty solid deal until that Nolan Bushnell character succeeds in making me comfortable with an entirely onscreen menu, and that blogger Dave McClure helps bring into the world something that allows social media and digital memory to make my experience more customized.

Meantime, I’ll be down the street at the pub that isn’t all that different from pubs were four hundred years ago, where the server I’ve grown to trust doesn’t even bother handing me a menu. And the entertainment while waiting is talking to my friends.

Three Resolutions I Wish Marketers Would Make for 2013.

1. Learn From the Cows’ simplicity.

I watched the Chic-fil-A bowl with my cousin on New Year’s Eve. What a pleasure to see all those branded, simple, single-minded TV ads. Not every single one is my favorite ad ever, but they just add up to convincing viewers that they’re a company that knows who they are (I am very precisely pretending that there was NO POLITICAL CONTROVERSY SURROUNDING THIS BRAND LAST YEAR because I like this brand—but if we’re “learning from the cows” then so be it; learn to keep politics out of the dining room).

My cousin is Chief Magistrate for Beaufort County—he’s not affiliated with marketing, except in the common sense way everybody is. And it was so obvious, sitting with him, what was dumb, what was forgettable, and what was just the outward evidence of an inward dedication to quality. And that’s what the cows are: no need to fill the script up with juicy tenderlicious words. Just convince me that you do business well, and I’ll apply that conviction to your product. (And then, when I show up, incentivize a return visit by providing me a really great experience, and happily—always happily; how do they keep those people so happy?—shoving a sack out the drive-thru with a really great sandwich in it.)

 2. Learn from Taco Bell’s online activity.

They make interesting things to play with. They perform interesting stunts. They react quickly and in brand character to social media. Follow their Facebook page and tweet stream. See how they do it. Now, do the same thing only different. Also, if you can wrap any of your food in a beloved snack food, you might consider that, too.

Taco Bell, you are having fun. Most of us like being around people having fun.

 3. Learn from Subway’s floundering.

Look, they’re big enough that it doesn’t matter. They can hire more jingle singers (man, I hate the current ingratiatingly smarmy jingle on TV right now) and they’ll be fine. But wouldn’t it be so much more efficient if they understood who they were and how they should talk, like Sonic or Dunkin Donuts or even Hardee’s? Everything they did could reinforce a big idea, instead of being a random series of disconnected promotions united only by the ubiquitous logo. They have the money to survive that kind of poorly defined brand. Probably most restaurants don’t.

Taco Bell demonstrates how to approach social media with imagination (and without worrying too much).

I’m not sure about the pistachio/mint color, but almost-spontaneously helping a self-professed fan wear a corrupted version of a former slogan on his Speedos ranks as really good social media decision-making.

Five years ago, can you imagine how many meetings would have been convened to consider the question of whether one high school diver should be given official, company-sanctioned Speedo swimwear with a slogan that your company doesn’t officially actually use right now? Especially if the request came right at the busiest part of the holiday season?

But now, just a few days later and right after the Taco Bell social media folks officially got back to work, such a request was granted.

Swimmer Guy (on 12/20): “[after explaining how he’s a big fan] …is there any way you guys could make me a customized speedo that says think outside the buns [sic] on the back of it?”

Taco Bell Facebook Person (on 1/2): “What size do you wear? And what’s your address?”

That’s what it takes to staff a social media account: find people who can be made to feel empowered to grant wishes from superfans, and to do it boldly, and (relatively) quickly. (It was over the holidays, so you have to give them a break.)

Whether it’s a good idea is beside the point.

It was the cool thing to do, to grant the wish of a fan without blinking.

Taco Bell has been doing great social media work for quite awhile.

An additional fifty points go to Taco Bell, and Taco Bell retains the lead.

My Five Favorite Restaurant Marketing Moments of 2012

These are smaller, more personal moments that I’m reflecting on, not the larger issues that confront man and nature and restaurants. These were times that I just felt kind of delighted this year, while pursuing the topic of Restaurant Marketing (worthy of capital letters? perhaps, on good days).

1. The Sonic Guys’ Return

Okay, I’m starting off with one where I’ve switched positions. Initially, I was unimpressed, and on reflection I have to admit it was the same snobby reaction rock nerds display when a band moves from an independent label to a major label and then the rock nerd snobbishly declares all their work for the major label to be no good. But Goodby Silverstein is a great agency, and they don’t mess stuff up usually, or at least they don’t mess it up for very long (I think “The Great Skeedaddle” might have been a mistake, but it’s over now and they did the best they could with what the bossy social media bullies probably forced them into doing).

Not my favorite. I know the guys are supposed to be unaware of their nerdiness, but …“Skeedaddle?” Hm.

So sitting on my couch I do love when these two skilled comedians get a chance to do their stuff for me in between boring car ads. This is exactly the kind of marketing that can deliver raw, straight product info (and actually get through a person’s basic resistance to being “sold” by advertising) by simply making me like the spokesguys. Also, these are so well-written and/or well-improvised, I think a Sonic target audience member watches just because they know in addition to the down-n-dirty sales message they’re going to get Actual Real Entertainment.

2. Watching Daym Drops say the 3rd “Damn” in this video (start at 5:03).

He’s so charming. He was even on Jimmy Fallon!

3. Accidentally inducing Moe’s Southwest Grill rep Lauren Barash into revealing her advantage over other restaurants.

At the NRA Show this year, I was in the audience of the segment where they discussed Mommy Bloggers, and one of the most charismatic people in the room was Lauren Barash, who is Director of Marketing for Moe’s Southwest. She was explaining how much success she’d had with Moe’s main chef’s willingness to engage with customers on social media, and how that had been a great advantage—customers really reacted positively to getting messages from and chatting with the actual “man responsible” for the great food (and it is great food).

During the Q & A, I couldn’t resist holding up my hand for the microphone. They passed it to me. I nicely asked, “…so, I think a lot of restaurants would love to have their head chef get involved, but I’ll bet most chefs see social media as something that puts too much of a demand on their time, or even wastes their time, and resist doing anything with it. How did you get Moe’s chef to engage so effectively…?” (I probably said it slightly more awkwardly and less lucidly, but I think my question contained most of those points.)

She smiled and laughed a little bit. “Well, he’s my husband…”

And there was a pause. Then we all chuckled, and she introduced him.

I guess it’s important not simply to have an advantage, but to recognize it, and then to act on it. So I mean to take nothing away from Ms. Barash or from Moe’s: it’s still a great social media achievement.

It was just kind of funny.

4. This sentence of The New York Times review of Guy’s American Kitchen & Bar in Times Square:

How did nachos, one of the hardest dishes in the American canon to mess up, turn out so deeply unlovable?”

There’s a lot more where that came from, but that sentence is the one that stood out to me—I think because while I’m coping with the “canon”-ization, I arrive at the word “unlovable” and it forces me to confront a rather complicated idea about my relationship to nachos. Anyway, the whole review is bad fun to read, and Guy has recovered, and I will defend Pete Well the Reviewer’s right to be interesting, and they didn’t air this SNL skit of him but a lot of people watched it. And in the end, it has marketed this restaurant so well that now I even want to go see if I have the same experience Pete Wells did, when before I wouldn’t have given it a second thought or even have been aware of it, really.

5. This profane, amazingly insightful advice to Burger King.

This guy is just a minor internet character somewhat well-known in a corner of the comments section of a pop culture website. But man oh man, he should be on BK’s board of directors. As always, I must warn you: NSFW.

May I present to you, ZodiacMF. ::curtain pulls back, ZodiacMF immediately begins dropping F-bombs::