BURLINGTON, Vt. (WCAX) – A Burlington mainstay is celebrating a big milestone.
With its neon red sign and sizzle of the grill, Henry’s Diner has been the spot for Vermonters to grab a bite and have the comfort of home for 100 years.
On the precipice of its centennial, the diner changed hands and Patricio Ortiz took ownership. An Argentinian manufacturing engineer by trade, Ortiz wanted a change, and Henry’s was the perfect opportunity.
“At one point I wanted something different,” said Ortiz.
However, a different trade doesn’t mean a different process.
“Every concept of line manufacturing can be applied at a restaurant – or to anything as a matter of fact,” said Ortiz.
Ortiz sees the business as a well-oiled machine.
“People say it’s really different. It’s not actually. It’s a process – you have your input, process, and your output,” he said.
As a restaurant industry outsider, Ortiz needed a veteran to help him steer the ship. Manager Kim Smith acts as his right hand.
“When we met, he shook my hand, and I knew we were gonna be a partner,” said Smith.
Smith says taking good care of customers is essential to their practice.
“They love our food for one, you know get them in the door, and then they know they’re going to be taken care of,” she said.
The community feel is something customers appreciate.
“You’re not really thinking about a lot of the menu choices – we’ve got friendly people. We know their names. They know our names. You know like today, I just hand them the credit card and say, ‘You know what the tip is’,” said Jim Holway of Burlington.
With a new point-of-sale system and other automation, Henry’s current business practices are leagues ahead of the paper slips the diner used decades ago.
“The diner has its own identity. I don’t need to reinvent the wheel. I just need to improve the wheel,” said Ortiz.
Despite the changes in operation, the bones of the original cable car diner remain to this day.
“One of the original things left from the original cart is the ceiling in the bathroom. When they renovated this bathroom for the handicapped, they found the original ceiling for the railroad cart. This ceiling was supposed to continue all the way through,” said Ortiz.
Those original features are an important part of the diner’s charm – as well as its welcoming atmosphere.
“All different kinds of dress, all different kinds of faiths and beliefs and nationalities, it’s a total mix and everyone is welcome. As you said, it; ‘s a very welcoming place,” said customer Rick Barrett.
Reporter John McMahon: “Do you think diners will solve our problems?”
Barrett: “Diners will solve our problems! When you break bread with somebody – it’s hard to stay angry with you.”
People in front of and behind the counter are raising a toast – whether wheat, sourdough, or marble rye – to another 100 years.