Typically, flair is associated with casual dining restaurants and is perceived as "cheesy." Even popular movies such as “Office Space” poke fun at this form of adornment.
However, this was not the case at Outback. The flair adds to the Outback experience and emphasizes the importance of customer service. It encourages employees to take care of their customers and to make them feel welcomed.
As our bartender set down the drink “Wallaby Darned” and turned around, we saw a smiley face on the back of his shirt made out of pins, or “flair”. So we had to ask,”Why is your back so happy?”. He then told us that he’s very proud of his flair because of what it symbolizes, which is great customer service. He told us that, “Each time a customer compliments me to the manager, I receive a new pin!”. He went on to tell us that one of his pins was handed down to him. “This one is rare! You just can’t get it…it was passed down to me from another bartender in a different country.” The customers seem to like it too for what it represents.
This type of pride makes the employees also want to stick around for a long period of time. We noticed that a lot of the employees have worked at Outback for an average of five years. This is definitely not a norm in the serving industry.
Truth: Flair is not “cheesy” at Outback. Why? Because, customers appreciate the meaning behind it.
Welcome Home
The laid back, friendly “Aussie attitude” is reflected in all of the employees attitudes. This charisma is a key reason for repeated patronage at Outback. The "welcome home" atmosphere created by the staff establishes a feeling of comfort that the diners want. A husband of a couple that were dining out stated that “When my wife is out of town I still come to Outback because I feel comfortable.” The staff knows him by name, so he can come for dinner and feel like he is at home.
Specialization…Free Of Charge
Along with attention to customer service, there is an "anything you want" mentality at Outback. One of the diners called Outback the "neighborhood steakhouse." He used the word steakhouse because he said that he can order his meal just like he wants it, without any additional cost. He always orders a baseball cut steak with no seasoning. He doesn't usually dine at casual restaurants, he likes to eat at fancy steakhouses. Outback is something he would normally equate to a more expensive steakhouse.
Truth: Specialization at no cost makes for a comfortable and enjoyable dining experience.
What do we look like, Australians?
“There is no such thing as Australian food”. The menu at Outback consists of American food with an Australian theme. This question is one that the staff receives often. The diners notice the Australian theme, but do not see the connection to the food. One of the servers told us that “Outback is a theme restaurant. Australia is the theme, but we don’t serve Australian food. Just like Disneyland is a theme park, but they don’t serve cartoon food." A theme restaurant it may be, but it lacks authenticity and purpose.
Truth: This Australian connection is not what makes the diners come to Outback. The employee atmosphere and "at home feeling" is what makes diners keep coming back.
-Stacey & Regan, LA
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