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 encourage repeat visits.
Actionable Advice
Focus on Quality:** Make as much as possible from scratch to control quality and stand out.
Offer Customization:** Allow customers to personalize their meals for a better experience.
Experiment Regularly:** Introduce new items or limited-time specials to keep the menu fresh.
Catering and Food Trucks: Diversifying Revenue Streams
Catering is a growing part of The Roost's business, and Rudy is considering a food truck to expand further.
Insights from the Episode
Catering Challenges:** Graduation parties are a big hit, but limited equipment and staffing can constrain growth.
Food Truck Realities:** Permits, competition, and logistics make food trucks a significant investment, but they offer flexibility for events and catering.
Actionable Advice
Start with Core Offerings:** Focus on catering events that match your current capabilities.
Research Regulations:** Understand local permit requirements before investing in a food truck.
Use Events for Exposure:** Participate in local festivals and community events to build brand awareness.
Handling Reviews and Customer Feedback
Online reviews are a double-edged sword, but Rudy's approach is refreshingly pragmatic.
Insights from the Episode
Fix Problems Directly:** Rudy encourages customers to speak up in person so issues can be resolved immediately.
Don't Obsess Over Reviews:** "A bad review doesn't define your business." Focus on consistent quality and let word of mouth do the rest.
Word of Mouth is King:** Personal recommendations from satisfied customers are more valuable than viral social media moments.
Actionable Advice
Respond Calmly:** Address negative reviews professionally, but don't let them consume you.
Encourage Direct Feedback:** Make it easy for customers to share concerns privately.
Build a Loyal Base:** Focus on creating memorable experiences that customers want to share.
Community Involvement: The Heart of Local Business
The Roost is deeply embedded in the Grayslake and Lake Villa communities, supporting events and building relationships.
Insights from the Episode
Event Participation:** Rudy's team caters school events, graduation parties, and would love to do more local festivals.
Local Partnerships:** Word of mouth and referrals from other business owners (like Drake from Servpro) are crucial for growth.
Visibility Challenges:** Even with a prime location, many locals may not know about The Roost—community engagement helps bridge that gap.
Actionable Advice
Sponsor Local Events:** Get involved in festivals, school functions, and charity events.
Network with Other Businesses:** Build relationships with local entrepreneurs for mutual support and referrals.
Stay Visible:** Use signage, social media, and community boards to remind locals you're there.
Work-Life Balance and Personal Growth
Rudy's commitment to health, family, and personal interests keeps him grounded and energized.
Insights from the Episode
Early Mornings:** Rudy hits the gym at 5 a.m. daily, setting a positive tone for the day.
Family Time:** Supporting his daughter at LSU and traveling for family events are priorities.
Personal Interests:** From attending concerts to Bears games, Rudy makes time for fun and relaxation.
Actionable Advice
Prioritize Self-Care:** Regular exercise and hobbies help prevent burnout.
Celebrate Milestones:** Take time to enjoy family achievements and personal interests.
Set Boundaries:** Even in a demanding business, carve out time for yourself and loved ones.
Key Takeaways and Actionable Advice
Rudy De La Torre's journey with The Roost offers a blueprint for building a resilient, community-focused restaurant.
Top Lessons
Family can be your greatest asset—if you communicate and set clear expectations.**
Exceptional service is non-negotiable; empower your team to make things right.**
Expand thoughtfully, ensuring your systems and staffing are ready for growth.**
Keep your menu fresh and high-quality, balancing tradition with creativity.**
Diversify revenue streams through catering and events, but know your limits.**
Handle reviews with grace, focusing on direct feedback and word of mouth.**
Engage deeply with your community to build lasting relationships and visibility.**
Maintain work-life balance to sustain your passion and energy.**
Final Thoughts
Whether you're a
