The failures of some eatertainment concepts show the lack of synergy between place and patron. Movie-star cachet didn't cut it. The success of any chain depends on the quality of its sergeants, not the generals. Give employees incentive and freedom to go outside the cookie-cutter mentality. Let the corporate office control the functions and rulebook, but give managers options.
Flexibility requires trust in employees and common sense.
Use that kind of information to cater to them. One rulebook doesn't work for every unit. Calif. If families dine around 5 p.m., adjust the lighting for kids, pull out children's menus and amenities. Then, put those away at 8 p.m. and cater to adults. He hails the growing number of restaurant Web sites.