If You Can't Mail the Check, Make the Call

But for some, Fridays can be horrendous, horrific, demoralizing days that are almost impossible to survive. A bad one can bring a cheerful owner to tears with the appearance of a uniform at the door.

I received a call last evening from a friend who supplies equipment to restaurants. He was on his way to a central California city to repossess a restaurant owner's freezers, refrigerators, and beer coolers. The owner had failed to pay his rental bill for the past two years -- my friend is very patient -- and time was up. The sheriff, the owner of the equipment, and a crew with a very large truck were going to meet at 11:00 a.m., serve the court papers, and extract the equipment from the restaurant.

My friend explained that he had sent numerous letters, made frequent calls, and also explained what would happen if an agreement could not be reached and a substantial payment made.

Produce, meat, liquor and equipment vendors are familiar with the roller coaster economy of the industry. They have experienced the financial cycles caused by weather, broadcast season finales and economic downturns that cramp cash flow. The one thing vendors refuse to tolerate, however, is a customer who refuses to communicate.

I have never avoided a vendor. Even when I couldn't pay the bill, I would call to let the vendor know not to spend the money or expect the check they were not going to get.

Yes, vendors have patience, but they also have a breaking point when they no longer want to hear stories, excuses, or promises that never materialize.

It's been a difficult winter for a lot of restaurant owners. And since it came right after an unbearable fall, many restaurants are in tough financial situations. But that is part of the business, and nobody is sacrosanct in tough financial times.

I received a call from my equipment rental friend after the sheriff appeared at the restaurant's door.

The owner began to cry when she was handed the court papers. But she immediately made a few calls, went to the bank, and reappeared with a cashier's check for a substantial amount of money.

Tonight her freezers, refrigerators, and beer coolers are serving the needs of the owner and the customers. She is still open, and she still owes an equipment balance.

But the Friday that started on a high note and then took a downward dip suddenly looks a little brighter.

If you have vendors who continue to call in search of money, mailing letters and leaving messages, do not ignore them. Call them. Discuss a payment plan, go on a C.O.D. ordering system, or switch vendors and make small weekly payments to the old one. But do not ignore them.

Nothing is more embarrassing to the customers, your staff, and your partners than to have a uniformed sheriff show up at the door and ask for the cash in the register rather than a table by the window.