I enjoyed Zagat's answers to restaurant industry questions posed by Jennifer Mastroianni for a story on CantonRep.com. Here are the best ones:
Q. From your perspective, how is the restaurant industry doing in the present economy?
A. It’s doing less well than in the heyday of 2005 to 2007, but it’s doing better than most people may imagine. There are more openings of restaurants than closings this year. Of course, people are very price-sensitive. They are going to less-expensive restaurants, and the $100 bottle of wine is history, maybe the $70 bottle, too. People are more careful. But the fact is we still have stomachs and throats and need to eat. And some of the very best restaurants are still affordable.
Q. What do diners say they are most looking for?
A. Value above all else right now. Value is really an equation of cost divided into the quality of what you get. It depends on both factors.
Food-wise, more than any other type of cuisine, people want Italian. Italian gets 27 percent of the vote, American 16, French and Japanese 11, Mexican 10, Chinese is 6 and Thai is about the same. We’re very eclectic, but Italian is the favorite food.
Q. What is a top trend you are seeing in American dining?
A. I call it “BATH.” or “better alternative to home” restaurants. Diners are seeking little, inexpensive, homey, hearty restaurants. They are the casual places, whether Vietnamese or pizza, or hamburger places. There are all sorts of these and they are basically competing with your ability to shop, cook and clean for yourself. I think this is the largest segment in terms of growth in the U.S., other than fast food.
Q. What is the No. 1 dining-out grumble?
A. Service, service, service and service. As long as we have been surveying, the principal complaint has been service; 58 percent of comments relate to service. Cumulatively, all the other problems only amount to 32 percent — parking, noise, food quality, cleanliness, everything else. Service is the weak link of the industry. There are virtually no schools for front-of-the-house personnel. I think the area that needs to be put through professionalization, like chefs get, is the front of the house.


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