Success Story

Scargo Cafe Builds Positive Team Environment by Addressing Workplace Negativity

Brothers Peter and David Troutman are infusing their 31-year-old Scargo Café in Dennis, MA, which serves American cuisine in a Colonial setting, with "a positive family culture" - thanks in part to RestaurantOwner.com.

"We operate in a very seasonal market, yet we have been able to steadily build a solid year-round local following and a restaurant that, weather permitting, is busy almost all year at both lunch and dinner, says Peter Troutman. "We have a wait for a table at some point, each meal period, almost every day, all year round, and enjoy lines out the door in July and August."

Troutman calls his restaurant "relatively small" with only about 100 seats, plus 20 more at the bar, yet we grossed $3.6 million last year, $3.5 million in 2016 and $3.3 million the year before, netting us each about $200,000 in annual income plus obvious additional benefits like food, dining, and various related business expenses.

In more than three decades, he notes, We have never seen a drop in sales, and have achieved slow steady growth year after year. Good, reliable and trustworthy staff have allowed us to focus on our operations, our marketing and local philanthropy while perfecting our craft and our team.

In fact, the restaurant has allowed Troutman and his brother to work 30 to 45-hour weeks - mostly Monday through Saturday, from nine to five, while still making a very comfortable living.

Tackling Negativity

Of late, the brothers have identified and dealt with what Troutman terms workplace negativity, gossip and lack of a true team environment. They took decisive steps to thin out and replace some of their less positive, negativity-spreading and high-maintenance employees.

"We probably watched the problem grow over the past few years since it is typically something that does not really appear overnight," Troutman explains. "Like a cancer, it grows and spreads until a true workplace sickness takes hold. It's the perfect analogy."

RestaurantOwner.com, says Troutman, was able to reinforce the idea of "a positive family culture, and making sure we dotted our I's and crossed our T's in the process of making changes." He reports that the approach "absolutely" accomplished what he and his brother had hoped for" and more. You don't really realize what kind of power one or two people had until they are gone and the dust has settled."

Today, he adds, the restaurant enjoys more cohesion and staff participation, as well as a better sense of purpose and focus. "Ultimately, a sense of security among the entire staff as a whole has been achieved. Things tend to become pleasant again."

Throughout 2017, Troutman says, the restaurant was able to maintain its high sales level and guest counts while becoming more efficient, profitable, and respected. "Our online ratings are still extremely positive, and we have not wavered."

Troutman sees the restaurant business overall changing, with much more demand for local, organic, complex and creative cuisine and less tolerance for boring or mundane offerings.

"I have to tell you," he says, "what a struggle we face these days as we walk a tightrope of keeping menu favorites for our regular fans while trying to satisfy the Food Network influence and demands for newer items, trendier presentations, more variety, gluten-free, vegetarian, vegan, soy free, GMO issues, etc., etc., etc. We try to do it all, but it forces us to make cuts and changes to make room for new items."

The months ahead will see the brothers updating both equipment and menus "and taking a renewed look at our entire operation to keep things fresh and current."