We were lucky to catch up with Dustin Sullivan recently and have shared our conversation below.

Alright, Dustin thanks for taking the time to share your stories and insights with us today. Quality control is a challenge almost every entrepreneur has had to focus on when growing – any advice, stories or insight around how to best ensure quality is maintained as your business scales?

We’re in the process of opening our third independent restaurant, so maintaining quality across our locations as we scale is something we think a lot about. At the end of the day it comes down to your people. Are they engaged? Do they believe in the work you’re trying to do? Do they understand the mission? Do they have the tools they need to be successful? If you’re a detail-oriented person it’s very hard initially to relinquish control of your baby, but it’s necessary if you want to grow. At that point it’s about empowering your people (and paying them) to truly care about the outcome. It’s scary at first but when done properly, becomes one of the most rewarding parts. You train your people, then rely on them, and then they come to your rescue.

Awesome – so before we get into the rest of our questions, can you briefly introduce yourself to our readers.

Like many rascals and lost souls I got into the restaurant business because I didn’t really have much of a plan for my life. I wasn’t academically inclined and had no real interest in attending college, but I had rent to pay and needed to do something. I fabricated a resume that got me a gig waiting tables at the Cheesecake Factory. I was the worst waiter in the world for about 3 weeks until I started to figure it out. Soon I fell in love with restaurant life. It’s a fast paced, social, and high energy culture that has always fit my personality. I then started working behind the bar, and loved the camaraderie and the creativity. You feel like a rockstar behind a busy bar. It’s fun feeling like a rockstar. I ran high end bar programs for 10+ years before finding the location for my first restaurant.

It was always my dream to create a truly great “neighborhood” restaurant. One in which the products are of the highest quality, but vibe is incredibly welcoming, warm, and genuine for both staff and guests. I’ve worked for a lot of toxic and aggressive people. I never really let it get to me, but I always thought there were better ways to motivate people. Turns out I was right. You can be kind and caring towards your staff while still holding them accountable and in fact, I find it greatly improves guest experience. The good energy flows from the top down through your staff and towards your guests. We’ve been able to create spaces where the product is top notch, and the energy feels amazing because everyone in the room, from the dish staff to the host of the party of 30, feels valued. That’s because they are valued and we let them know it.

The thing I’m most proud of is that I’ve been able to build launchpads for incredibly talented people who want to grow in this business. And I’ve been able to show them that it can be done. It’s very difficult to make the leap from restaurant employee to owner of successful concepts, but I was able to figure out a path and now I try to share that blueprint with my staff who dream of doing the same.

Can you talk to us about how your funded your business?

I had been bartending in the area for many years, and had always made a point of building strong relationships with my regulars. When we found the location we wanted to move forward with, they were the first people I reached out to. Fundraising is always difficult, but having a group of supporters who believe in you and are at least willing to entertain the notion of investing in you is key. Write a solid business plan, pound the pavement and be prepared for a lot of no’s. Don’t let it stop you. Just. Keep. Trying. As you go through your rolodex you meet new people and make new connections. If you’ve done your homework and believe in your idea, many people will believe in you.

How do you keep your team’s morale high?

There are a lot of different management styles, and a lot of styles that can work. It’s hard to say which style is best but I’ve found the one that works for me and it boils down to this – You can be incredibly kind to your team and you can genuinely care about their well-being all while still holding them accountable. I genuinely care about my team and truly want what’s best for them, and I show it, and I believe that motivates them greatly. I’m also prepared to sit down and have uncomfortable conversations if there are things that need to change. Being radically honest with your staff while still trying to be as kind as you can is an approach that has worked very well us. Plus it just feels better to be nice to people.

Contact Info:

• Website: guesthousemarin.com easyriderpetaluma.com
• Instagram: @guesthousemarin @easyriderpetaluma

Image Credits
Stephanie Amberg