Years ago, we began printing ‘Comment Cards’ for our patrons to evaluate the experience they had at whichever Ben's location at which they chose to dine or take-out. It has been a very interesting experience to read these, especially for someone with my sense of humor and, with that in mind, I always made my own comments (in my mind, of course) ***
So, when a customer wrote:
- …that she loved the server — I suggested that she take him home with her (in my mind);
- …that she didn't like the décor — I offered for her to redesign the store and build it just the way she would like (again, in my mind);
- …that he liked the matzoh balls better in another Ben's location — I suggested that he go there (again, in my mind);
- …that we didn't have enough stalls in a particular Ben's — I asked whether the patron came to dine or pee (again, in my mind);
- …complaining about a young worker having pimples — I inquired whether the patron was a dermatologist, so he could offer his services to the young worker (again, in my mind);
- …that she and her husband were revolted by the length of a server's nails — I said, “you should see the collections of snakes and tarantulas in her home” (again, in my mind);
- …that he remembered when kosher hot dogs cost 5 cents — I wondered how much he was making per week “back in the day” (again, in my mind);
- …that she didn't like the server uniforms — I asked whether she prefer that the servers wore no uniforms (again, in my mind);
- …that she had to wait on the queue for more than 40 minutes to get seated at the Ben's Boca Raton, Florida location — I said, “at least it's warm outside” (again, in my mind).
Owning a Kosher Delicatessen and Restaurant is like earning a Master's degree in human psychology!
***Please don't get the wrong impression from my bent to the whimsical. I take these comments from our patrons very seriously, including suggestions about our food, décor, service, bathrooms, etc. Just ask the General Managers about the missives I write and the phone calls that I make as I undertake the correction of our failings and the reinforcement of the positive customer comments.
See ya' at the deli,
As was written in an old Ben's Deli Newsletter (and actually delivered by the U.S. Post Office) over twenty-three years ago:
"United Parcel Service may deliver to more than fifty countries but Ben's is not far behind. Our employees come from all over the world, countries in North and South America, Europe, Asia, and the Middle East. People from such interesting places as El Salvador, China, Greece, Italy, France, Scotland, Germany, Peru, Puerto Rico, Haiti, Romania, Honduras, Columbia, Dominican Republic, Israel, Argentina, Spain and even Brooklyn contribute to Ben's ethnic diversity."
"With both Ben's and the United nations located in the metro New York area, we can't help but wonder whether Ben's international family of employees don't work together and respect one another than the delegates from the hundred or more U.N. countries."We are proud of how so many different people from all over the world work together to please you!
It is as true today as it was twenty-three years ago, except now this article and message is delivered through email and not snail mail as it was twenty-three years ago.
See ya at the deli,
As we approach 2019, I am astounded by the changes taking place at breathtaking speed (or is it breakneck speed?) whether it is in the technological sphere, the brick and mortar industry, sports analytics, the food industry, or our personal behavior.
I've been told by my wife that the toilet seat needs to be down when I flush. I asked her why, she says there will be bacteria in the air. I say, there will always be bacteria in the air.
I've been told by my daughter that I need to Purell when I enter their home. I have also been told to Purell when I come close to my granddaughter and grandson (oh, I also need to take my shoes off when I enter their home). Are all the germs evaporated as a result?
Our paper and bag company (although they sell more plastic than paper) tells us that we need to order five days in advance of a holiday because they are off on the holiday (but shouldn't that mean --- as a result of my mathematical training --- that we would only need one additional day to order?).
Our broadline distributor (the new word to describe our grocery vendor) tells us that they will cut off all orders if not sent by 4:00 in the afternoon for a next-day delivery. There was a time when a wholesaler would beg for an order at any time day or night. There was a time when a live human being actually answered the phones.***
Ten years ago, I took no pills. Now, I must take 25 pills per day, some in the morning, some at night. I sometimes think that some of the aches and pains I endure are not from the ailment, but rather from the side effects of all the pills I am taking. Might this be collusion by the drug companies?
I used to read the sports pages and understood what the sportswriter was writing. Now, I need a translator to interpret what the new jargon means. I knew from ERA, batting average, wins and losses. Now I see all other verbiage that lets one know if one is a good pitcher, a good hitter. I say, just watch the game and watch the player!
I always thought of my business life as an ever-changing and evolving adventure...over time. Now, I feel as if change is happening overnight. What was technologically good yesterday is no longer good or even legal today. From chip readers, to counterfeit detectors, to computer upgrades, etc. I need to rewrite our employee handbook too much. Might this be collusion with the printing industry?
Ah heck, that's enough for now.
See ya at the deli,
What is the single most important quality and characteristic of a Kosher Deli Owner? In my 46 years on the job, many qualities come to mind, but I have determined that one cannot survive this business without having a sense of humor and the ability to laugh...at everything.
Here are a few musings:
Doctor calls up, is irate and disputes the Amex Charge for a catering order.
I tell the good Doctor that I took the order from his nurse.
Without apology, he abruptly hangs up the phone.
Customer comes to the register and says he never received such awful service from the rude and arrogant waiter, though the steak was delicious... but still he states, he is never coming back. With that, he asks for change of $20.00 and then hands the awful waiter with the awful service a $5.00 tip. He had me scratching my head (Is that why I am bald?). Incredulous.
Just opened my first deli on the south shore of Long Island (after it had gone bankrupt twice) and a customer tells me I will be going broke. Puzzled, I asked myself why? Later in my conversation with the customer, the customer was annoyed with me that I wouldn't give out free cookies with his coffee. I said but Joey (the previous owner) went bankrupt... how can you be annoyed with me?
Very recently married, a woman comes to the counter and asks if that is my bride who is
working the hot dog grill. With pride, I say yes. She then says that she was never coming in again. I was startled, especially since my goal was to keep every customer who dined or took out with us (never lose a patron) and only make additional patrons. What was my wife's transgression? The woman purchased a hot dog and went to sit at a table. My wife told this woman that the tables were reserved for wait service. I didn't talk to my wife for a full thirty minutes.
I am embarrassed by an incident which took place when I was about 25 years of age (45 years ago). A street hustler and garmento type (actually he was in the garment business), he chiseled me on an order and he was relentless in getting this for free and that for free, I told him---quite cowardly---the next day that I had a fire in my kitchen and couldn't do the order. I never forgave myself for not being upfront and saying this is what I need to make you happy and Ben's happy (but I didn't).
I just opened the Ben's in Manhattan and we were crazy busy when we opened. I told the front of the house staff that I was working behind the counter and to please not disturb me and not to direct customers to me since I had more than adequate staff to take care of all issues. Nobody could handle this irate customer, so I had to intervene. So what did the customer want? He wanted to cash a $100 check and was furious that my staff refused. I said, as a businessman, why would I want to take cash money out of my register and hope that all is good with the check? After cursing me up and down, I said to him that I had an agreement with the bank----Ben's doesn't cash checks and they don't sell pastrami.
All in a day's work (or lifetime of work).
Let's keep laughing together,
I always look forward to the month of October.
But, this year, a harsh reality must be faced.
Why? You might ask.
Well, I am turning 70 years of age.
And I thought I’d never make it.
What to do?
Keep on going?
Pack it in?
Sell my beloved business and brand?
So what is the reality?
That I have to start taking distributions from my Ben’s 401(k) plan at age of 70-1/2 years!
Still hoping to see you in the deli!
Throughout my career, I always prided myself in giving value to Ben’s patrons. My dream has been — and still remains to be — to satisfy as many patrons as possible. Too many times throughout the years, I have heard that Ben’s is expensive. I shook my head knowing that I kept the prices down, effectively keeping the lid on my competitors’ pricing. But because I desired a certain ambiance, invested in technology (beginning with the installation of computers in 1978), and maintained the restaurants, I spent the requisite dollars to ensure the look and feel that I wanted for Ben's.
It was evident to me that people thought that, if our restaurants looked as they do, then Ben’s must be expensive! I simply chalked that up — those “expensive” impressions — to people not understanding the enormous pride I take in Ben’s appearance.
Money has not been my motivator and never will be. Where I came from in my life, no matter how bad my business might become, I am a whole lot better off in life than when I began this journey over 46 years ago! Pride in my business, not money, motivates me.
May all of our friends and patrons have a very happy, healthy, reflective, and peaceful New Year. And for those who do not celebrate these holidays, may you and your families have a bountiful fall harvest with health, happiness and peace.
See ya at the Deli,
For close to twenty years, I sat on the Board of Directors of the Interfaith Nutrition Network (affectionately called the INN). And then I decided to fade away (retire). But still, I keep thinking....
If I had to wander the desert for forty years, there would be no better people to be with than the people who attend the Annual INNkeepers' Ball, and especially those with whom I sat around a conference table every two months at our Board of Director meetings.
As I get older, I find myself reflecting more and more. I keep thinking, and I am saddened by the deepening divide between the rich and poor or, as I like to say, the haves and the have-nots... on this island, in this state, in this country and in this world.
When will we wake up and understand that, as sons and grandsons, daughters and granddaughters of immigrants who came to this country - some by force, some by desire, some by accident - simply want to put bread on the table, clothe our families, have adequate medical care and make a better life for our children?
This is not a political issue, not a Democratic or Republican issue, nor a conservative or liberal issue. Rather, it is an issue of sensitivity, of understanding, and of social humanism, and fairness.
I keep thinking: if others had to spend a part of their lives, not having a place to live nor food to eat, would the world be a better place because of a better understanding and a more sympathetic ear?
I think so...
See ya at the deli!
In my lifetime, I have always had the greatest respect for intellectual Conservatives (including but not limited to George Will, the late William Buckley, David Frum, Bill Kristol) though we probably disagree on most socio-economic issues but they were or are rational, thoughtful, and smart. What we are witnessing and hearing in these times is making the world go upside down (at least my world): adults behaving like adolescents; adolescents behaving and speaking as reasoned adults; and children separated from their parents.
These are dangerous and - in my mind - perilous times for a democratic society. At any moment, I fear a constitutional crisis will be affected by an action of the Executive branch or the inaction of the Legislative branch. Political philosophy aside, the President represents everything we teach our children not to be. Does any rational, thinking human being have to be reminded of that which has been said in the last plus year?
What are we to do? Impeachment and/or Conviction is not the answer. It will only make us all more parochial in our future dealings. We as a people need to know that he is our President, but we must also cherish the First Amendment to our United States Constitution, i.e. the separation of church and state, freedom to assemble and protest, freedom of speech, and freedom of the press.
Unlike other restaurateurs, I welcome all to Ben's, never denying food and service to those with whom I may disagree politically or who may look different from me or are of a different religious background or sexual orientation.
Having said this, I'll stick to my day job as the best bologna slicer in the world!
I wrote and sent my June Blog to those who oversee the production of the monthly Ben's eNewsletter. To my dismay, and theirs, I was encouraged to write something not as political as my first attempt, which was, with civility, a critique of our government.
But, let me first just say that an enlightened government is judged not by its riches, but rather by the way in which the government treats the poorest and weakest among us.
Well, I am glad I got that off my chest. Now I can feel free to write something different.
In 1969-70, I served as a Vista Volunteer (Volunteers in Service to America) in Richmond, Indiana. After training in Chicago (this Jewish kid stayed at a YMCA hotel, courtesy of the U.S. Government), I was sent to Indiana, where there was plenty of feed corn (as I later found out), Hoosier hysteria (basketball, for those who are not familiar with the term) and more churches than the number of citizens (or so it seemed).
College didn't prepare me for this. I got to Richmond a day before I was scheduled, so I walked to the downtown area and found a movie theater. I decided this would be the way to kill some time. I paid my very cheap movie ticket and took my seat in the nearly empty movie theater. I waited and waited and waited until someone came in (possibly the ticket taker, or the ticket seller, or the popcorn concessionaire) and announced that, because there were not enough viewers in the audience, they would cancel the movie showing. I foolishly asked that person how many viewers they were missing. Since I had few extra dollars in my pocket compliments of Uncle Sam (for all the fiscal watchdogs out there, trust me, it wasn't much), I followed up by saying I would pay for the number of attendees that were needed for the theater to show the movie. All to no avail.
So, I walked around town all day, found a flea bag hotel for the night (those few extra dollars that were given by Uncle Sam) and waited for my further instructions and training on-site. Suffice it to say, during my time in Richmond, Indiana, I constructed a survey of the north end of Richmond. It was an impoverished neighborhood consisting of mostly of poor black folks and I administered it with the help of some Earlham College students (one of whom was the roommate of Ben Zwirn, who later became Town Supervisor of North Hempstead). There, we operated a book store as a co-op, tried to revive a struggling credit union for the community (my black supervisor thought that, as a Jew, I would be good at this), led a protest at City Hall for school children to receive winter coats as mandated by the Congress, and acted as a liaison with the Mayor of Richmond.
A while later, I got myself involved in a deli on the south shore of Long Island that had gone bankrupt. Therein began my journey as a deli man … and the rest is history.
See ya at the deli!
Have you, like me, thought about how we would fare in a profession other than our present one?
I guess, as we wind down our chosen careers, we think of those possibilities.
I want to be a talk show host writing my own commentary and clean humor (though I am no prude).
I'd question many of the celebrities we know and bring them back down to earth.
I'd cajole the comedians to make me belly laugh.
I'd question the politicians on their policies, their relationship with big money donors, and reasons for their support of their chosen policy positions.
Since I can't sing (can't even carry a tune), nor dance, nor run a ten-minute race, I'd better be a great listener, a great inquisitor, quick witted, and generally nice so that the same fate that befell poor ole Chevy Chase (master of the pratfall) wouldn't befall me!
Hey, wait a minute, I do all that in my present job as Chief Bologna Slicer (CBS) at Ben's.
P.S. My customers are my audience, our employees are our comedians, and the complainers are the politicians!!!
See ya at the Deli,
What it means to be in the kosher deli business:
Going on a date and getting back so late, that I chose to sleep in the restaurant's bathroom with linen tablecloths as my mattress, so I could be up at 4:00 AM to start the next day's catering orders.
Having to open the restaurant at 4:00 AM on my wedding day, going home to Queens to put a tuxedo on, getting married (with about 50 guests), and then coming back to the restaurant to "make" the register (reconcile) and then making the deposit at the bank's night deposit drop (still with my tuxedo on).
Using about $900 of our wedding presents (representing about 60% of our wedding gifts) to purchase and install a new floor for the restaurant.
Not taking a day off for seven years except for the Jewish holidays of Rosh Hashanah, Yom Kippur and the eight days of Passover.
Having to walk three miles through a blizzard to open the restaurant.
Cutting my finger on a knife during lunch and, being the only counter person that day, I put a stack of dinner napkins around the wound with scotch tape holding it in place with a glove on the one hand as I continued to work.
Working through a104 degree temperature because I was the only worker behind the deli counter that day.
Helping the young employees with their homework (high school and college).
Mentoring a whole cadre of young people who worked for me, although I prefer to say worked with me (only a few years older than these workers), and seeing them become doctors, lawyers, judges, sheriffs, police officers.
Finding my wife in a Newsday ad for servers, and, as Newsday printed on our wedding anniversary, "She found her husband and her job through Newsday Classified."
Getting stuck on Sunrise Highway with my wife on New Years Eve after working 48 hours straight (in order to get hundreds of catered trays to the public).The van we were driving broke down!
Having to buy $25.00 worth of used furniture (plus a mattress on the floor) for our first apartment together because the deli wasn't exactly an overnight success!
There are so many more stories about this journey and as soon as I remember them (I am fast approaching 70 years of age), I will be happy to share!!!!!!
See ya at the deli!
As with most everyone in these United States, I am devastated by the tragedy that occurred in Parkland, Florida (located just 15 minutes south of Ben's in Boca Raton), which left at least 17 dead and many others wounded. Having listened to all the arguments and news shows about mental illness and gun control, ad nauseam, I'll offer a different slant, which I believe will get at the root of the problem.
Public financing of political campaigns is a must. No politician should be beholden to their contributors/donors; rather, they should do the right thing based on their beliefs and their constituents, whose views they represent in the House of Representatives. Senators, on the other hand, have a higher calling and should take into consideration the thoughts of the whole country. It is an imperative. Anything less would be a disgrace to the future of our country. Private money has no business in our campaigns for elected offices.
I am a deli man with no constituency, and not educated well enough to represent others, but I am a pragmatist willing to fight for the new America as represented by the students of Marjory Stoneman Douglas High School who spoke so eloquently to the news media outlets after the tragic events. They (and other like-minded students) will be the future leaders of a new and enlightened America. Those present leaders who stand idly by while these events occur will be voted out of office. The status quo cannot continue.
See ya at the deli,
This week, I’ll be working at Ben's Boca Raton to help with Big Game catering orders. I was in Boca Raton for the last two weeks of December, helping with holiday catering. Since then, I have had, and am now recovered from, trifecta hernia surgery (three hernias done at the same time). I figure I got my money’s worth since we needed only one anesthesiologist, one surgeon, one hospital bed, etc. to repair (not replace) the hernias. I say this only because the Vice President of Ben's, Mr. Todd Silverstein, recently had just one hernia repaired, so I got more value from "my" procedures!
But, on a more serious note, let me relate my experiences with St. Francis Hospital in Roslyn. I have never been treated with so much respect and caring as when I was first in their emergency room; and then before, during and after surgery. In an age where everyone seems to be bothered by the easiest question, more concerned about their latest text message than taking care of the "customer" or, in this case, the patient, St. Francis Hospital deserves to be recognized as an A+ operation (pun intended). It's not as if I enjoy prodding people to go to the hospital (or for that matter consummating a pre-order funeral) but, based on multiple experiences with different members of my family, St. Francis deserves kudos for being one of the finest.
Coincidentally, I appeared – in an ecumenical spirit – on the Telecare Telethon Show (Catholic TV station) asking for the support of Ben's patrons within the same week I found myself under the proverbial knife (and not a chef's knife).
The world is interesting and my wonderful journey through life has certainly been interesting. And, as long as I can talk about it, I will, hopefully see you at the Deli. This time in Boca Raton, where I'll be working “Big Game” week, fully recovered.
Happy New Year to All! I hope you had a wonderful holiday season.
The New Year continually inspires me to reflect on some very interesting stories that have taken place at Ben’s through the years, all of which have been hard to forget:
When I was first in business, I had little money to decorate my very first Ben's, in Baldwin Harbor. So, I used whatever ingenuity I had and asked local painters to hang their respective works of art on the walls of the restaurant. At that time, we also had a very good patron, Captain Arnold, who operated a shark fishing vessel, who asked me to hang his shark jaws on the restaurant’s wall. The request was so unique, how could I say “no?” So, he proudly displayed nearly one-dozen shark jaws on the wall of our Baldwin restaurant. And, when patrons were taken aback by the display, I would always ask them if they liked my mother-in-law. Most people laughed, but my newlywed wife wasn't so thrilled!
It was 1983. I had just opened a Ben's in Suffolk County when a long-time patron called me from Baldwin and told me that the Baldwin Ben's Manager was an idiot. I asked him to calm down and explain what had happened. He said he ordered a hot dog with mustard and sauerkraut. So, I asked him what was wrong. Well, he arrived home, ready to enjoy his hot dog and, as he unwrapped the hot dog, there was the hot dog roll, the mustard and the sauerkraut, but no hot dog! When he called the Baldwin store, the Manager said it was impossible! Immediately, I said, nothing in this world is impossible (except maybe a trip to Venus). I apologized profusely and then, aggravated, I called the Manager at Ben's of Baldwin. I reiterated what I relayed to the long-time patron, to wit, nothing is impossible (except maybe a trip to Venus). Sure enough, as they were closing, in a corner behind the deli counter, a cooked hot dog was found. Clearly, the hot dog slipped out of the roll! The moral of the story then, and one that holds true today, is that nothing is impossible (except maybe a trip to Venus).
See ya at the deli,
Postscript: Cindy and I were very happy to see all our friends, family and loyal (and new) customers during our visit to Ben's of Boca Raton over the holidays. We look forward to seeing you all again soon!
As 2017 draws to a close, let me take this opportunity to relate some very interesting stories that have taken place through the years, all of which would be hard to forget:
A while back, we were encountering continued walkouts (aka unpaid checks) in three Ben's locations. And, for months, we tried our best to imitate Inspector Clousseau to find the culprit. After much debriefing, we finally realized that the persons were chain smokers and, by the time they left, the ashtrays were filled with cigarette butts. At that time, we had separate seating for the smokers, so we were able to isolate who it might be. Since I personally spend most of my time at the Greenvale location, we used that spot as “home base” for our detective work. And, we finally determined that it was an older couple who always ordered our hanger steaks (Why not? The food was, in effect, free). On this couple’s final visit to our establishments, the server, the dining room manager and I stationed ourselves by the register, outside the restroom and at the host station. Finally, we caught the culprits and, as I held them in the store, the cashiers were instructed to call the police. What was the response from the customers? "Ronnie, we are such good eating customers!" to which I responded, "Sure, you're good customers ... you never paid for the meals!!!” (And, truth be told, only the Good Lord knows for how long)
In another instance, it was Thanksgiving and we were crazy busy – both in the restaurant and with delivery of Thanksgiving orders. Late afternoon, I received a frantic phone call from a woman who said she needed a whole cooked turkey. I said, "You want to order a turkey, now?" She explained that her cat had eaten most of the turkey she had prepared for the day. Being the customer service person I am known to be, I came through and even offered to deliver the order, never truly believing the story was true. Upon return to the restaurant, our delivery person explained that he had indeed seen the mostly eaten cooked turkey with a bloated cat laying in the kitchen barely able to move. I guess that is what we call a Fat Cat, not a fat liar!
See ya at the deli,
Postscript: Cindy and I look forward to visiting all our long-term (and new) customers in Florida when we travel down. I’ll be behind the deli counter at Ben's Boca Raton from December 21 through January 4.