In the book Selling Eating, one of my main ideas is that a restaurant doesn’t just exist randomly—it exists because some entrepreneur identified a problem, which presented an opportunity. Sometimes restaurants that have been around awhile lose their way somehow. For them, identifying a problem to solve is a good way to get “back on track.” Their new…

Once you’ve put your finger on “who you are” and set about framing a convincing case that your restaurant has a distinct personality, an individual ad can discuss off-topic issues and still come off advancing the primary brand mission. So: Now that Ving Rhames has become not simply the voice but the attitude of Arby’s, running…

Every issue of Food & Drink since Summer of 2011 has contained one of my columns. Here’s the latest one. Of the pizza chains near our house, my wife and I have a clear favorite—it’s relatively big (or seems like it is), its operations seem dependable, its product is consistent, it has a professional-looking logo…

On Twitter, 78% of negative posts come while the tweeter is inside the restaurant. Admittedly, this news is coming from a Twitter representative. But it just reinforces one of social media’s big opportunities: people are broadcasting how you can improve your service while there’s still time to do something about it. You just have to…