In today’s fast-moving world, everything seems to revolve around convenience. Quick meals, fast service, and cutting costs have become standard across much of the restaurant industry. Yet there’s something powerful and lasting about refusing to lower your standards even when it would be easier, cheaper, or trendier to do so.
At Liberty House Restaurant Corporation, which runs beloved places like OK Cafe, Bones, and Blue Ridge Grill, maintaining high standards has been part of the mission since day one. Whether it’s serving a plate of pancakes or the finest steak in Atlanta, the goal has always been the same: deliver excellence, consistency, and heart—no shortcuts allowed.
Why Standards Still Matter
It’s easy to wonder if holding onto high expectations is still realistic today. After all, guests want things quickly, costs keep rising, and competition is fierce. But the truth is, standards matter more now than ever. Quality service matters more than ever.
When a guest walks through a restaurant’s doors, they immediately notice the little things: the cleanliness of the dining room, the polish on the floors, the warmth of the greeting, and the quality of the food. While these details may seem small individually, together they create a complete and memorable experience.
High standards communicate something deeper to guests: “We care. We’re paying attention. You matter to us.” That message, whether said out loud or simply felt through great service, builds lasting trust. And trust is the foundation of loyalty.
In a world where “good enough” has become too common, choosing to go above and beyond isn’t just about being fancy—it’s about honoring the relationship between the restaurant and the guest. People want to know that someone is putting in the extra effort for them.
Consistency Is the True Test
Anyone can serve a great meal once. But can you do it over and over, day after day, year after year?
Longtime guests expect their favorite dishes to taste just like they did the first time they visited. That’s why recipes are respected and unchanged just for the sake of novelty. Vegetables are prepped daily, and pies are carefully crafted by hand. It’s not about being old-fashioned—it’s about delivering the promise made to guests when they chose to walk in the door.
Consistency is what separates the great from the average. It’s easy to let things slip over time, to let little shortcuts creep in. But holding the line means saying no, even when it’s tempting. It means checking that napkins are folded perfectly, that the lighting sets the right mood, and that every member of the team knows how much their attention to detail matters.
Guests Want More Than Just a Meal
In today’s dining world, there’s a belief that guests only care about speed, low prices, or the next big trend. But real experience shows that what people truly want is to feel taken care of. They want to be welcomed warmly, to be remembered, and to feel like more than just a number.
That’s where the power of standards comes in. When a server remembers your usual coffee order, when your favorite dish tastes just as good as you remembered, when everything from the music to the table setting feels right—it creates a bond between the guest and the restaurant.
For years, Liberty House’s restaurants have hosted birthdays, anniversaries, promotions, and quiet Tuesday dinners. That loyalty isn’t random; it’s built by delivering consistent care, time and time again. Guests don’t just return because of the food—they return because of how they feel when they’re there.
The Challenge and the Reward
Holding the line isn’t easy. It requires constant vigilance, investment in training, and sometimes tough conversations. It means turning down the cheaper option, resisting the temptation to lower expectations when times get tough, and staying committed to doing things right even when no one is watching.
Yet the reward is just as great. The guests who notice the care, the team members who take pride in their work, and the community that grows around the restaurant all make the effort worthwhile.
Susan DeRose has often shared that while trends come and go, the commitment to excellence is what gives a business staying power. It’s not about chasing what’s new; it’s about honoring what’s meaningful.
A Standard That Honors Everyone
Maintaining high standards isn’t about being rigid or snobbish. It’s about respect—respect for the guest, respect for the team, and respect for the craft of hospitality. It’s about recognizing that when someone chooses to spend their time and money at your restaurant, they deserve the very best you can offer.
Liberty House’s success over the years is proof that standards don’t have to be sacrificed to succeed. In fact, they’re the reason success lasts. In a rapidly changing world, where trends shift and attention spans grow shorter, the restaurants that stay true to their values stand out.
Susan DeRose’s career is a testament to what happens when you refuse to cut corners. Her leadership shows that holding the line isn’t about resisting change—it’s about building something so strong, so well-loved, that it naturally evolves while staying true to its heart.
Moving Forward With Purpose
The world around us will keep moving faster. Technology will continue to change the way people dine. New ideas will challenge old models. But the core of great hospitality—making people feel valued, seen, and cared for—will never go out of style.
Restaurants that succeed in the long run will be the ones that recognize the importance of both innovation and tradition. They will adapt where it makes sense, but they will never lose sight of the fundamentals: quality, consistency, and heartfelt service.
Holding the line may be harder than ever, but it’s also more important than ever. When you get the fundamentals right, everything else can fall into place.
In the end, a great dining experience isn’t just about the food—it’s about how you make people feel. And that’s something worth holding the line for.