Angelo's make-over; WW/WDW

Robert Irvine

The make-over at Angelo's Restaurant on the Woodstock Square is underway. Robert Irvine and his Restaurant: Impossible show are having at it today and tomorrow. Dean Street is blocked off at Calhoun with huge, white tents.

I've seen parts of the show from time-to-time, when I have been visiting someone who was watching it on her television. According to an article in Sunday's Northwest Herald, Irvine comes into a restaurant and does a make-over for $10,000 in two days. From the article: "As part of the television show, Irvine tries to save America's most desperate restaurants from failure in just two days with only $10,000."

I was reminded of a make-over in an Evergreen, Colorado restaurant owned by friends in Denver. In about 1984 they announced one day to their employees that they were closing. No notice; no warning. That's it; you're outa here.

Once the shock had worn off, they announced that they would be re-opening at the end of the week and that, if any current employees wished to apply for jobs, they could do so. They brought in a consultant, who explained to the employees that things were going to be "a little different." Employees were told that they would be expected to act as if they owned the place, starting on the day the restaurant re-opened.

A blackboard was installed in the kitchen, and large letters "WW/WDW" were printed at the top. On this board were to be written "What Worked" and "What Didn't Work".

If an employee had praise for another employee, he could write it on the board under "WW".

If an employee had criticism for another employee, he was to write that on the board under "WDW". And he had to write what would have worked! In other words, no criticism without the suggestion for how it could have been different or better. If an employee came in with a hangover, clearly that didn't work. The suggestion to keep the employee sober, and an offer to help had to accompany the criticism.

From the new opening night, diners noticed the difference and praised the owners.

What does this have to do with Angelo's? You can't just make cosmetic changes. It will be interesting to see how service changes. From the moment you walk in, through your meal, until the moment you have paid and walked out, will you now have a different experience?


Good luck to Angelo's, when it re-opens on Thursday. In addition to the remodel, let's see the change in customer service as well.