Daniel Frazier, Being a Dad and a General Manager

Author(s): Scott Douglas Jacobsen

Publication (Outlet/Website): The Good Men Project

Publication Date (yyyy/mm/dd): 2024/12/31

Daniel Frazier is the Director of Operations and General Manager at The Pharmacy Burger in Nashville. Starting as a host in 2014, he quickly climbed the ranks, moving to server and Lead Server within a year and transitioning to part-time management in 2016. By 2017, Frazier became Assistant General Manager and took on additional roles as Beverage Director and Bar Manager, deepening his expertise in the global beverage industry. Promoted to General Manager in 2021 and Director of Operations for all locations in 2022, Frazier focuses on creating an electric, welcoming atmosphere that resonates with staff and guests alike.

Frazier discussed the restaurant’s growth since its 2011 opening and its community-focused mission. Starting as a host in 2014, Frazier highlighted the shift from retail to restaurant life and the team’s camaraderie. He shared insights on serving families, maintaining a balanced beer garden environment, and managing customer expectations. As a father, he emphasized the importance of considering children’s needs and provided advice for families on a budget, recommending strategic menu choices and prioritizing quality over frequency of dining out. Frazier underscored valuing both money and time for dining experiences.

Scott Douglas Jacobsen: Today, we’re here with Daniel Frazier, the Director of Operations and General Manager of The Pharmacy Burger Parlor & Beer Garden in Nashville, Tennessee. I am Canadian, so I am a foreigner. What can you tell me about the importance of The Pharmacy Burger, especially as someone who started as a host in 2014?

Daniel Frazier: Yes, The Pharmacy has been open since December 2011, so we are approaching the completion of our 13th year. The restaurant opened as the country was coming out of the recession. At that time, there weren’t many restaurants opening or at the point where those processes were beginning to turn again. The opening was in East Nashville, a neighborhood that had faced significant challenges. The owner wanted to create a place that would be great for the community—where families from the neighborhood and surrounding areas could come to feel safe, enjoy themselves, have great food, and build a sense of community. I believe we have accomplished that over the years, creating a destination for out-of-town visitors representing the city and a beloved local spot for those who live nearby and for the wider community.

As you mentioned, I started hosting in March 2014. I began working at the door while playing in bands and trying to make a career out of music. My job at The Pharmacy was separate from my musical aspirations. Still, not long after I started working there, my focus on music stopped. However, I loved the people I worked with. I worked in retail for years at Kohl’s department store, which is common for many people. I wouldn’t recommend it. Transitioning to restaurant life was a significant change, especially moving from a large corporate environment to a smaller, more family- and coworker-oriented setting.

If I had worked in a smaller retail boutique, the experience might have been more pleasant. But I quickly learned that the people at The Pharmacy genuinely cared for each other. While I will only partially contrast my time at Kohl’s with my time at The Pharmacy, the restaurant had a unique energy. The coworkers enjoyed each other’s company, and there was a shared sense of purpose as we worked to serve our guests each day. It couldn’t have been better.

Most of us were in our twenties, so there was plenty of joking around alongside the work. There were also managers we preferred more than others. Some had a more authoritarian approach, and we made the best of that. It’s the same in any restaurant—I’ve worked in several, and it’s common. Sometimes, having a strict manager can even strengthen the bond among team members. It wasn’t pleasant to work under, so I’ve tried not to emulate that style. Still, a certain camaraderie developed when you had someone imposing strict oversight. So, while it wasn’t all negative, even if we didn’t enjoy someone making up health code regulations—such as insisting on wearing socks—it created some amusing moments. While it’s generally good to wear socks, it depends on the type of shoe, I suppose.

But there are many things where you think, “This is strange.” You end up with that. My early time there clicked with me, and I enjoyed this environment. I loved this atmosphere, which has stayed the same for almost 10 years, since or after 10 years. Now, I am a father.

Jacobsen: How has that changed your perspective on the service industry? I’m curious because you have many families at restaurants.

Frazier: You do. It has shaped my perspective. My daughter is going to be 2 years old, which has reoriented my thinking in the service industry. It has mostly stayed the same as what we do but has shifted my intentions. There’s often a feeling among servers that taking care of families with young children can be frustrating because kids can be difficult to handle, and there’s usually more cleanup involved. I always had compassion, but now it’s different.

I’ve heard of places where servers would request not to have children seated in their sections, though we would never honor that request. Some restaurants don’t accommodate high chairs in certain sections due to limited space so that sometimes happens naturally. But it has been about ensuring that families feel welcome, having food options that kids will enjoy, and ensuring they have a good time. We have a large outdoor beer garden space, which is not a playground, so we have to manage it. There can’t be running or excessive horsing around. However, kids can explore and play in little bushes and nooks.

Having a child myself, I now see how much a space that captures a child’s imagination can enhance the dining experience. It makes a big difference. Having food that kids are excited to eat is important, too. We’ve had times when we’ve gone out and ordered something we’ve had before, and she doesn’t want it for whatever reason. Especially with little kids, they can’t always express their desires. You do the best you can. But kids don’t usually turn down fries or similar items. Typically, burgers and hot dogs make them happy, so it feels good to provide that for them.

Being a dad has been amazing. People need to emphasize more how much fun it is. We often hear about the difficulties of parenting, and it is challenging. Still, it’s honestly the most fun I’ve ever had.

Jacobsen: When you serve beverages at a restaurant, not all of them are nonalcoholic. Is it ever a concern or a risk when you have alcoholic drinks in an environment that also caters to families and children?

Frazier: Yes, it is something we think about. We have a beer garden and serve local beverages, especially local beers we love. We also offer many imports, including German and Belgian beers. Because we’ve maintained a certain beer garden atmosphere, we don’t see overindulgence as some other places might. We’ve tried to keep that balanced vibe.

This is not where you come to get hammered, as they say. You’re here to enjoy a beverage—sometimes, people come in and drink. Still, it’s usually two beers on a sunny afternoon or having a beer with a burger and fries. For a long time, we didn’t even serve liquor, so it was much more difficult to overindulge on just beer, especially during the course of one meal, unless someone arrived already intoxicated. We have liquor now, as we’ve adapted and added cocktails. This required additional staff training to watch for signs of overindulgence.

People taking shots is rare here. If someone is doing that, they usually don’t have kids with them. If they do, it’s our staff’s responsibility to ensure there’s someone at the table who isn’t drinking and can drive. This is even more important when there are children present. While we do have a bar, we are primarily a beer garden. In Germany, beer gardens often have families and kids, creating a welcoming and upbeat environment.

If we get more rowdy people, it’s usually in the evening, after most kids go home for bedtime. At that point, you’ll find younger groups, bachelorette and bachelor parties, mingling in the garden, and things naturally work themselves out. We make sure not to over serve people, but we rarely cut someone off—maybe only once or twice a year.

Jacobsen: What is the character of a Nashville, Tennessee restaurant customer?

Frazier: That’s a great question. Nashville is a hub of distinct neighborhoods. A West Nashvillian and an East Nashvillian are similar now, though they might have been a few years ago. Back then, a West Nashvillian was typically older. At the same time, an East Nashvillian often moved to the neighborhood right after college. I was part of that wave over about five to seven years when many college graduates moved into East Nashville.

This trend has shifted slightly, with people moving to different neighborhoods. Many of us, myself included, have kids and have stayed in the neighborhood. It’s interesting to see how there was a mini-migration. I realize I need to answer your question directly, but it’s connected to how the consumer profile has evolved. Ten years ago, the average age of customers was younger—maybe by about seven years. The average age slowly increases as people settle in these neighborhoods. Those who were in their early twenties back then have aged along with us.

Some 28-, 29-, and 30-year-old professionals are moving in with and without families. That consumer is different from the 22-year-old who’s looking for a cheap burger and a beer. The 28-year-old professional, even if they don’t have a family, often has more expendable income and refined tastes. They have specific things they are looking for, so catering to them is important. For us, we’ve managed to stay at a lower price point because we want to offer high-quality service and ingredients while remaining accessible to both families on a budget and those looking for more. Yes, they’ll likely pay more than they would at fast food, but not significantly more if they’re not ordering alcohol.

You can come in, sit down, and receive good service at our location or downtown. We offer a better burger than fast food, with elevated service and specialty handmade drinks, without breaking the bank. Suppose you’re someone looking for something a bit more elevated. In that case, especially if you’re enjoying a beer, we have some of the best selections, along with fun and tasty cocktails. You can sit down, have a casual and quick meal, and still enjoy a great experience without a multi-course meal. That’s where our niche is.

Jacobsen: What would you advise dads to bring their families to a restaurant? What should they do to make it a good, non-chaotic experience that is enjoyable for both kids and parents?

Frazier: That’s a great question. It depends on the child’s age, but this advice is universal until the child is at least five years old. First, know where you’re going and research the food options to ensure your child will enjoy something, especially if it’s a new place. Also, know whether they will need to stay seated the entire time or if they can walk around before the food arrives. It’s always good if they can walk around and explore a bit to burn off some energy before sitting down for the meal.

If you’re dining solo, you might be stuck at the table, but if both parents are present, it’s great to let one parent walk around with the child while waiting for the food. This helps release energy and usually sets the stage for a successful meal. When sitting in a high chair, put the child in as late as possible, ideally when the food arrives. Every child is different, so if your child is happy sitting and waiting, you don’t need to worry. For us, we usually put her in the high chair with food, which helps a lot. If she’s placed in the chair too early, like 15 minutes before the food arrives, she gets restless and agitated, thinking, “I’m tired of sitting here.”

Her attention span is often gone once the food arrives. So beyond that, I suggest bringing a toy or a book to keep them entertained if there’s something small. If you know there will be a wait to be seated or for the food, it might feel silly, but bring a snack. Check the restaurant’s rules, but having a small pouch or some gummies can be helpful. Kids can go from happy to cranky very quickly when they’re a little hungry, especially if the wait is 20 minutes when you expected 10.

In your bag with diapers or essentials, have a snack, a book, or a few small items. If the restaurant provides activities like coloring pages, that’s great, but only some kids are interested. So, I always suggest being prepared. Also, go with the flow. If your child wants to walk around and there’s no reason they can’t, walk with them and explore together. They’ll often be ready to sit and eat when the food arrives. That’s how we’ve succeeded in public spaces for the most part.

Another tip is not to stress too much if your child is loud. The biggest thing I’ve found is that parents often feel they’re making others uncomfortable when their child cries or makes noise. But people usually don’t care as much as you think. It bothers you more than bothers them, so try not to worry too much. As long as you’re attentive and handling the situation warmly, it can put others at ease. If people see you calmly managing it, they’ll feel reassured that everything is fine. Of course, if your child is in genuine distress, take care of it. But, overall, not worrying excessively about noise can help.

Kids are kids. They express their emotions to the fullest—especially two-year-olds. That’s just what they do.

Jacobsen: Last question. Many families are facing tighter budgets due to inflation. How should they strategize about what to pick on the menu?

Frazier: That’s a great question. Are you asking about our menu specifically or menus in general?

Jacobsen: Both, from the perspective of a parent, a dad, and someone who has worked their way up to general manager and has seen these challenges.

Frazier: Yes. Suppose you’re on a budget but still want to enjoy a nice meal. In that case, I’d recommend skipping alcoholic or fancy nonalcoholic beverages. These add significant costs to your bill. While we love it when people come and celebrate with drinks, cutting that out is an easy way to save if your budget is tight.

Secondly, consider ordering dishes that can provide leftovers for another meal. For example, if you’re trying to stretch your budget, order something to make a great meal the next day. Only pick items that will reheat well if you have a strong preference. For instance, when choosing between a quesadilla and a chimichanga at a Mexican restaurant, the quesadilla might hold up better for a next-day meal. Wrap it up and enjoy it later.

Take it home, and there’s lunch for the next day. $12 for two meals is okay compared to $10 for one meal, even if it’s cheaper sometimes. However, $10 for one meal is more expensive in the long run. So, those are small strategies to keep in mind.

Beyond that, make it make sense and make it count. If you’re going to dine out, it’s better to wait and splurge on a nicer experience rather than eating out two or three times and feeling unsatisfied. I’d rather have one great meal where I order everything I want, take my time, and truly enjoy it, rather than going out multiple times and penny-pinching, which can leave you with a sense of regret or feeling like you didn’t budget well.

Additionally, stick to brands and places you trust and research before trying new spots. When your budget is tight, having a bad experience is frustrating. As much as possible, check reviews or ask for recommendations. Go to places that have treated you well or have a reputation for good service and quality. As a dad, I value finances, but I also value my time. I don’t want to go somewhere that wastes my time—the waiting time or the overall experience. If the time spent at a restaurant isn’t worth it, even with no wait, it’s best to avoid that place.

As a restaurant manager, I aim to make customers feel their money is well-spent. But more than that, I want them to feel their time was valued. Dining out takes longer than eating at home—you must travel, sometimes wait to be seated, and then wait for the food. While you’re not cooking at home, everything at home is already there and more organized. So, make sure the time you spend at a restaurant is worthwhile. If a place doesn’t respect your time, it’s better not to give them your business.

Jacobsen: Excellent. Daniel, thank you so much for your time today and for sharing your insights, which come from years of experience working in restaurants from the ground up.

Frazier: It does. It does.

Jacobsen: We’ll be in touch. 

Frazier: That sounds great. 

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