Hey, restaurant owners, want to make a good first impression? Keep it clean

First impressions mean everything, at least when it comes eating out.

Members of FLORIDA TODAY’s Facebook group, 321 Flavor: Where Brevard Eats, say they do examine the places where they dine, and if eateries don’t meet their standards of sanitation or pass the sniff test immediately, they’re gone.

Spotlessness was by far the most important factor in first impressions of restaurants, they said, ahead of the quality of food or menus, atmosphere, value, style or diversity of offerings. 

“To me, cleanliness is everything,” Cynthia Price said. 

“Without a doubt, cleanliness is most important,” hospitality veteran Linda Pincheck said. “If they can't keep the front of the house clean, I could not imagine what the back of the house looks like.”

Need a break? Play the USA TODAY Daily Crossword Puzzle.

“You just need to look around (as you enter),” Patty Powers added, and Betsy Marvin agreed.

“I clean my vents and ceiling fans blades in my home, not every day or week, but it does get done,” she said. “How can a business open to the public not get those things cleaned occasionally?”

Aroma counts too, and not always in a positive way, though some diners are understanding 

“I am 100 percent (aware of) smell and cleanliness. I hate smelling mustiness, but that is pretty typical of Florida,” Andrea Gleva wrote. “I also hate the smell of the sanitizer from the dish room, but that’s not a sign of anything bad. I hate dirty carpet and dust — why do people put trinkets in their restaurants and then never dust them? — and dark, old spaces are uncomfortable for me too.”

Inspectors temporarily close three restaurants

The nose definitely knows, and if it’s not inviting, diners will depart.

“When I walk into a restaurant, the first whiff of air I breathe will decide if I am staying to eat. Unfortunately, restaurants with carpet often fail the test,” Alex Eh wrote, and other members agreed.

“I have walked out of my share of restaurants, even ordered drinks, and then decided the smell was too overwhelming and we left,” Pam Rogan said.

Bryan Archambault leaves as well.

“I recently walked into a chain restaurant for a snack and a beer while running some errands (and) got seated almost immediately, and the smell was so wretched my (girlfriend) made eye contact and I nodded toward the door,” he wrote. “As we walked towards the car, we couldn't figure out if it was old, dirty dish water, a really old dirty dishrag, or that the person that showed us to the table had just left the clothes in the washing machine and they got that mildew smell.”

321 Flavor members rave about Brevard eateries

And that leads to restaurant employees: Diners have their eyes on them too, and some of their experiences are downright gross.

“Cleanliness (includes) good hygiene of the employees,” Catherine Loisel said. “Experiences I’ve had that led me to leave a place, never to return, include: a restaurant where, before I ordered, the server wiped my table with a rank-smelling rag; bathrooms with cockroaches; and observing a cook leave the kitchen to use the restroom wearing a glove on one hand, to emerge still wearing the glove and go straight back to food handling. I truly wish I had seen the cook with the glove before I had eaten.”

Restaurant professional Annalis Walters pointed out that food safety includes server behavior.

“(I want to see) hair pulled back, clean uniforms and properly handled plates,” she said.

So does Scott Earick.

“I cannot stand seeing dirty servers, and the owner of the restaurant should be held responsible for the cleanliness of his or her employees,” said the owner of Scott’s on Fifth in Indialantic. “I cannot stand long hair or ponytails (not restrained), and I will not tolerate dirty anything. I have sent servers home to press their shirts.”

Complaints? Some say problems are the restaurant’s, not theirs and they feel no compunction to mention them to management.

“I've yet to walk into a restaurant and leave because of lack of cleanliness,” Christine Duffy Watkins said. “That’s not to say it won't happen, just hasn't happened yet. That said, if I decided when I walked in that it was too dirty to stay, I'd be out the door before you could say jackrabbit, and no, I wouldn't say a word to anyone about their dirt! If (asked) why I'm leaving, I'd say why. But for me to ‘reach out to management’ on my own, not going to happen! That's beyond my pay grade. It's not my circus.”

Still, restaurant managers say, “Talk to us,” and some diners make a point of doing so, especially when things go well.

“I don't need to inform an establishment of what my expectations are for cleanliness or perceived cleanliness,” Morrisa Netcher Gibson said, but added that taking to the internet with criticisms is not the way to go either.

“No, that's unacceptable, totally unacceptable. I will speak to management about issues. I will speak to management about opportunities, and I will speak to management when things were great, whether it's a server, the food or the drink or the atmosphere, or even the music.”

Brevard County Restaurant Inspections

Diane Everitt Maynard, who knows a thing or two about restaurant cleanliness — it's her profession — was specific about what diners should do if they deem a restaurant that dirty: “Call 850-487-1395 and file a complaint.”

That number belongs to the Florida Division of Business and Professional Regulation (myfloridalicense.com/dbpr), which inspects restaurants, hotels and other hospitality establishments statewide. 

What else do diners seek?

Cleanliness is by far the attribute sought first in restaurants by members of 321 Flavor: Where Brevard Eats, but it’s not the only thing. 

Menus and the dishes listed on them count for a lot too, and many diners check the menu before they ever arrive at an eatery

“The menu is first point of decision to try a restaurant, hopefully chef-driven,” Rebecca Penovich said. 

“(I look for) a wow! factor with regard to food,” Ashley Stanley wrote.

As for ambience, “You have to get me in the door first,” Susan Gioia Grella said.

“The all-around atmosphere, which includes cleanliness, noise level and how tightly the tables are placed (is of first importance),” wrote Laura Cairns. “Will I feel comfortable there? The menu selection is second. But if I don't feel comfortable, it won't matter how good the food is unless I use it for carry-out only.”

“Dining room appearance tells a lot,” Suzy Merced added.

Value proved important for people with large families, and bathroom cleanliness and décor also were cited as reasons for good first impressions.

What is the first thing you seek in a restaurant? Join 12,500 others: Get in the discussion at facebook.com/groups/321FlavorWhereBrevardEats.