In the bustling world of hospitality, where the ambiance, service, and food must be in perfect harmony, one name stands out for his revolutionary approach to restaurant management: Preston Lee. His brainchild, The 30% Rule, is not just a set of guidelines but a transformative philosophy that has reshaped the way independent restaurants operate. This article delves into Preston’s journey, from his early days in the industry to the creation of The 30% Rule, and how it has made a significant impact on the hospitality sector.

Early Days: A Rocky Start

Preston’s entry into the hospitality industry was anything but smooth. He candidly describes his early days as a difficult employee—entitled, selfish, and lazy. His approach to work was unsustainable, leading to his eventual firing, which he later realized was the best thing that ever happened to him. This wake-up call forced him to reassess his values and work ethic. Desperate and motivated, Preston found a new job at a restaurant where the management was effective, the systems worked seamlessly, and the staff was happy. This environment was a stark contrast to his previous experiences and laid the foundation for his understanding of the importance of a good work culture.

The Turning Point

The significant turning point in Preston’s career came when he shifted his focus from personal gain to the success of the restaurant as a whole. Instead of merely aiming for high tips, he concentrated on creating memorable experiences for guests, encouraging repeat business. Preston understood that building a loyal customer base was crucial for the long-term success of any restaurant. By prioritizing the overall guest experience, he aimed to ensure that customers would return, thereby keeping the restaurant consistently busy and prosperous.

Preston’s approach was rooted in the belief that if he took care of the restaurant, the restaurant would, in turn, take care of him. This meant going above and beyond to provide exceptional service, paying attention to the smallest details, and fostering a welcoming and enjoyable atmosphere for every guest. His dedication to enhancing the guest experience not only increased his regular customers but also caught the attention of his management, who began assigning him training responsibilities. Preston’s ability to train others and implement effective systems did not go unnoticed, and he soon found himself being poached by larger companies to revitalize their underperforming locations.

The COVID-19 Challenge

The COVID-19 pandemic was a transformative period for many industries, and hospitality was no exception. During this time, Preston’s friend reached out for help with his struggling restaurant located in another state. Despite the challenge of working remotely through Zoom, Preston accepted the task. In just 90 days, he helped solve the restaurant’s issues, resulting in a remarkable 30% increase in sales. This experience was pivotal as it demonstrated that his methods could be successfully applied remotely and were not limited to large corporate settings. This success story was the catalyst for the creation of The 30% Rule.

The Birth of The 30% Rule

The 30% Rule is grounded in Preston’s extensive experience and insights into the hospitality industry. It addresses a common issue in many restaurants: owners often invest heavily in aesthetics, equipment, technology, and food development but neglect crucial areas such as training, culture, and systems. Preston observed that mediocre training always yields mediocre results. He realized that consistent, elevated hospitality could only be achieved through a combination of effective training, a positive work culture, and high-level systems.

The rule emphasizes that the key to a profitable restaurant is not just delivering good food and drinks but providing a consistently excellent hospitality experience. This involves inspiring leadership, fostering an always-learning work environment, and helping employees develop skills that benefit them beyond their current job.

Implementing The 30% Rule

The implementation of The 30% Rule requires a three-pronged approach: creating effective systems, appointing the right people to manage these systems, and holding everyone accountable. This approach ensures that every aspect of the restaurant operates smoothly and consistently.

Creating Robust Franchisable Training: A key offering and selling point of The 30% Rule is the development of franchisable training programs. These programs ensure that high standards are maintained across all locations, allowing for consistency and scalability. Effective training programs empower employees, providing them with the skills and knowledge necessary to deliver exceptional service, which in turn enhances customer satisfaction and loyalty.

Impact and Future Aspirations

Preston’s impact on the hospitality industry through The 30% Rule has been profound. He has helped numerous independent restaurant owners achieve higher customer retention, increased sales, and a more manageable and satisfying work environment. His goal is to continue expanding his reach, helping restaurant owners worldwide implement these principles to achieve greater success.

Preston Lee’s journey from a struggling employee to a transformative leader in the hospitality industry is a testament to the power of perseverance, learning, and innovation. The 30% Rule embodies his philosophy that great hospitality goes beyond good food and ambiance—it’s about creating a positive, consistent, and exceptional experience for both customers and staff. Through his work, Preston continues to inspire and elevate the standards of the hospitality industry, one restaurant at a time.

Published by: Nelly Chavez