Rudy Delatorre - Roost 83 & 59

Rudy Delatorre - Roost 83 & 59, owner of The Roost restaurants in Lake Villa and Grayslake. Rudy shares his journey from working at Mitch's in Grayslake to running his own family-involved business, discusses menu highlights like Italian beef and creative shakes, and reflects on the challenges of expansion and catering. The conversation covers community involvement, the importance of service, handling reviews, and balancing work with family. Lessons from The Roost: Building a Family Restaurant, Community Connections, and Customer Service Excellence In this episode of "Discovering Grayslake," host and local business advocate sits down with Rudy De La Torre—known to many as "Dicey"—the owner of The Roost, a beloved restaurant with locations in Lake Villa and Grayslake, Illinois. The conversation is a masterclass in what it takes to build a successful, community-focused restaurant business, and it's packed with actionable insights for anyone interested in entrepreneurship, hospitality, or simply supporting local gems. Below, we break down the main themes and expert advice from the episode, offering a comprehensive guide for listeners and readers who want to learn from Rudy's journey. Table of Contents The Power of Family in Business Service First: Why Customer Experience Matters Most Scaling Up: Challenges and Realities of Expansion Menu Development: Balancing Tradition and Creativity Catering and Food Trucks: Diversifying Revenue Streams Handling Reviews and Customer Feedback Community Involvement: The Heart of Local Business Work-Life Balance and Personal Growth Key Takeaways and Actionable Advice The Power of Family in Business Rudy's story is a testament to the unique strengths and challenges of running a family business. Insights from the Episode Family as a Workforce:** Rudy's sister, mother, and other relatives are integral to daily operations. Family members often go the extra mile, driven by a personal stake in the business's success. Pluses and Minuses:** While family brings dedication and trust, it can also blur boundaries. Rudy admits, "She's the only employee I've ever apologized to," highlighting the need for humility and open communication. Generational Knowledge:** Rudy grew up in the restaurant world, learning from his parents and passing on that work ethic to his own family. Actionable Advice Set Clear Roles:** Even with family, define responsibilities and expectations to avoid misunderstandings. Communicate Openly:** Regular check-ins and honest feedback are essential—treat family with the same respect as any valued employee. Leverage Family Strengths:** Use the trust and commitment of family to build a strong, reliable core team. Service First: Why Customer Experience Matters Most Rudy's immediate question after the host's visit wasn't about the food—it was about the service. Insights from the Episode Service as a Differentiator:** In a crowded market, exceptional service sets you apart. Rudy's team is trained to prioritize customer satisfaction, especially during busy rushes. Empower Employees:** "Just fix the problem. Don't ask questions. Make the customer happy." This philosophy empowers staff to resolve issues on the spot, reducing friction and building loyalty. Actionable Advice Train for Empathy:** Teach staff to listen, empathize, and act quickly to resolve concerns. Monitor Peak Times:** Anticipate rushes and staff accordingly to maintain service quality. Solicit Feedback:** Regularly ask customers about their experience and use their input to improve. Scaling Up: Challenges and Realities of Expansion Opening a second location is a major leap, and Rudy's experience offers a candid look at the process. Insights from the Episode From Employee to Owner:** Rudy transitioned from working at Mitch's to taking over a turnkey operation on Route 59, learning the ropes before making it his own. Staffing Struggles:** As the Grayslake location grew, finding committed employees became a challenge, requiring Rudy to be "boots on the ground" more often. Family as a Safety Net:** When hiring is tough, family members step in to keep operations running smoothly. Actionable Advice Start Small, Learn Fast:** Work in the business before owning it to understand the nuances. Prepare for Staffing Gaps:** Build a network of reliable part-timers or family who can step in as needed. Don't Rush Expansion:** Ensure your systems and team are ready before opening a new location. Menu Development: Balancing Tradition and Creativity The Roost's menu is a blend of classic comfort food and creative twists, all made from scratch. Insights from the Episode Signature Dishes:** Italian beef, roast pork, and the Rooster Chicken sandwich are standouts, with homemade sauces and customizable toppings. Quality Ingredients:** Everything is cooked, sliced, and prepared in-house, ensuring freshness and flavor. Creative Sides and Shakes:** Fried pickles, mushrooms, and inventive milkshakes keep the menu exciting and...