Words from the Wise – Lorraine Angliss
Lorraine Angliss, owner of Annie's and Rock & Rose, shares her business secrets
Don't spend too much time analysing figures
Be kind to your external and internal customers
Kindness can be undervalued in this business and I ensure we create a kindness culture at all of my restaurants, which I feel is the absolute key to customer satisfaction. When you show generosity in a world of so much choice you'll find that people will remember it and return again and again. I know I do.
Never forget that customers have plenty of choice and they have chosen you
You may well have beautiful wallpaper, gorgeous chandeliers and trendy staff but, at the end of the day, if the food isn't up to scratch they won't return. At Annie's and Rock & Rose, everyone from the front to back of house knows that our high standards must be met.
Always feel threatened
Competition makes us stand up and review how we are doing. Human error happens in this business and unfortunately you can't please everyone all of the time. There is always the possibility of someone else coming along and doing it better. Thankfully this hasn't happened in the past decade, so we must be doing something right. We ensure we are at the top of our game by constantly learning from our challengers and successful peers in the industry.
Be who you are, flaws and all
I never pretend to be anything other than who I am. You can't always have a good day but as a business owner I am honest and I care deeply about the people who work with me. I am utterly grateful to all the customers who have spent their time and money in my businesses during the past 25 years. This is very much part of what has created the success I now enjoy.
My Mentor
Karen Jones, former operations director, Coconut Grove I started working for Karen in the 1980s when Coconut Grove was the most wonderful and exciting restaurant in London. It was my dream to work there and when I was given a job as a waitress I was delighted and determined to do my best.
Karen had very high standards, expected nothing but the best and she was tough and very strict. I was in awe of her because she was bright, intelligent and knew exactly what she was doing. The business was incredibly busy and I learnt so much by working with her.
I was lucky enough to be recognised for my hard work and before I knew it I was being trained in management the "Karen Jones Way". It has served me very well. Karen was, and still is, formidable.
Career highlights
â- 1985-89 Waitress, floor manager then general manager, Theme Restaurants, Peppermint Park and Coconut Grove restaurants
â- 1989-99 Director of London, Manchester & Cambridge Sticky Fingers restaurants
â- 2002-present Managing director/owner, Riverview Restaurants, Annie's Restaurants, Chiswick & Barnes
â- 2008-present Managing director/owner, Rock & Rose restaurant, Richmond
Business motto
Realise that it's not an easy business: there are good days and bad, but they are all part of what we do. Don't take yourself too seriously - love what you do, have fun and smile a lot.
