Episode 11 | Blog & Newsletter

Justin Cloutier of Hanover Street Chophouse -- Manchester, NH | Beyond the Plate Ep. 11
By Carol Erickson | Beyond the Plate with Carol Podcast | Episode 11

https://youtu.be/fBIgc6E-BLE?si=W_6xyp0-iVo2PlOK

I’m going to be honest with you -- within the first few minutes of sitting down with Justin, I had that feeling. You know the one. Where you’re thinking, okay… this person really gets it.

And honestly, that does not always happen right away.

Because yes, Justin grew up in this business. Yes, the name Cloutier is one people in Manchester already know. But what stood out to me during this conversation on Beyond the Plate with Carol Podcast -- Episode 11 is that he is not just stepping into something that was built before him. He is actively shaping what hospitality looks like right now.

And I love that.

There is a level of awareness there -- about people, about systems, about experience -- that you usually only see after decades in this industry. And after 39 years of doing this myself, I can tell you… that is not something you fake.

This one stayed with me.

[ EMBED YOUTUBE VIDEO HERE -- Episode 11: Justin Cloutier ]

One of the things I asked Justin when he sat down with me on Beyond the Plate with Carol Podcast was whether he always knew he would stay in the restaurant world.

And the answer? Not exactly.

Which honestly makes total sense.

When you grow up around this business, you also grow up seeing the hard parts -- the long hours, the pressure, the unpredictability. So hearing that he went off, got his economics degree, and thought about doing something completely different did not surprise me at all.

But what did stand out is that he never really left.

Still food running.
Still stepping in when someone called out.
Still showing up.

And then COVID hit.

And if there was ever a moment to learn what this business is really made of -- and what you are made of -- that was it.

This was one of those moments in Episode 11 that I really appreciated.

Because let’s be honest -- people love to romanticize this business.

The food.
The vibe.
The creativity.

And yes, all of that matters.

But if you do not understand the numbers? You are in trouble.

Justin talked about stepping into the financial side -- the books, the systems, the backend that nobody sees when they are sitting at a beautiful bar enjoying dinner.

And he said it clearly: you can be amazing with people, you can be incredible in the kitchen, but if you do not understand the business side, you are not going to succeed.

That is just the truth.

After 39 years running Red Arrow, I can tell you -- the details behind the scenes matter just as much as what is happening out front.

Okay… we have to talk about the food truck.

Because the second Justin started talking about it on Beyond the Plate, you could feel the excitement shift.

And I LOVE when that happens.

This is not just throwing something together and hoping it works. This is research. Planning. Traveling to see what other people are doing. Asking questions. Learning the right way.

A 1956 Ford F-100 turned into a custom-built truck? Pizza oven? Beer taps?

I mean… come on.

That is cool.

And what I respect the most is that they did not guess their way into it. They went to South Carolina. They went to Denver. They studied it.

That is how you build something that lasts.

This might have been my favorite part of the entire conversation.

Justin talked about reading Setting the Table and how it shaped the way he thinks about hospitality.

And here’s the distinction that stuck with me:

Service is doing the job.
Hospitality is how you make someone feel.

That’s it.

That’s the difference.

And if you have ever been to The Crown or Hanover Street Chophouse, you know exactly what he means. They remember you. They connect with you. They make you feel like you matter.

People might not remember every single thing they ordered.

But they will ALWAYS remember how a place made them feel.

That is what brings them back.

We talked about staff a lot in this episode -- and I’m so glad we did.

Because great hospitality does not happen by accident.

It is built.
It is taught.
It is expected.

And when you have people who stay -- servers, cooks, bartenders, managers who are there year after year -- that is where consistency comes from.

That is where culture comes from.

That is where “doing it right” actually lives.

Justin is not just thinking about the current team either. He is already thinking about who comes next.

And that right there? That is leadership.

There was a moment during our conversation on Beyond the Plate with Carol Podcast -- Episode 11 that really stuck with me.

Justin said restaurant staff are “on stage.”

And honestly… he’s right.

You are not being fake. You are being professional.

People are coming in for an experience. And yes, things go wrong. It gets busy. It gets stressful. That is part of the job.

But how you handle it? That is what people remember.

That was one of those moments where I thought -- okay, he really understands this business.

We talked about the Chophouse, and something Justin said really stuck with me.

The experience starts before you even walk through the door.

You pull up.
There’s valet.
You are greeted.
You are welcomed in.

That matters.

And once you’re inside, everything reinforces it -- the atmosphere, the lighting, the feel. It’s classic, it’s comfortable, and it feels intentional.

Even something as simple as how you are greeted at the host stand can change the entire night.

That is hospitality.

One thing I really appreciated hearing in Episode 11 is how they balance tradition with creativity.

Yes, people come for the steak.

Of course they do.

But that does not mean the menu stays frozen in time.

There is room for creativity. Room for chefs to try things. Room for the menu to evolve just enough to keep it interesting.

Because restaurants need standards -- but they also need life.

This part made so much sense to me.

Justin talked about how some people saw the Chophouse as something you only go to for a big occasion.

And that’s real.

So opening up the bar experience, adding a bar menu, making it more approachable?

That is smart.

It creates an entry point.

Now it becomes a place you can go on a random Tuesday -- not just once a year.

And if you are not thinking about the next generation of guests? You are going to feel that eventually.

He gets that.

I’ve said this before and I’ll say it again -- I love The Crown.

It’s consistent. It’s fun. The energy is there every time.

And I loved how Justin described it as loud in a good way.

Not chaotic.

Alive.

That “organized chaos” feeling where you can tell people are enjoying themselves? That is exactly what it is supposed to feel like.

That is not a problem.

That is the point.

I know people laugh about this… but I stand by it.

Bathrooms matter.

Clean, well-kept spaces tell you everything about how a place is run.

Justin compared it to having people over your house -- you make sure everything is taken care of, even the parts people might not consciously think about.

Because it all adds up.

And he’s right.

If I had to sum up this entire conversation, it would come down to this:

Justin understands that restaurants are about people.

Not just food.
Not just atmosphere.
Not just systems.

People.

Guests. Staff. Teams. Community.

And the places that truly understand that are the ones that last.

That came through so clearly in this episode.

Full episode is live now -- Episode 11 of Beyond the Plate with Carol Podcast.
Find us on YouTube at youtube.com/@beyondtheplatewithcarol,
on Spotify, and everywhere you listen to podcasts.

Follow Hanover Street Chophouse, The Crown, and The Kitchen on River Road locally -- and keep your eyes open for that food truck. Trust me… you’re going to want to see that one in person.

-- Carol

New episodes every Tuesday -- Beyond the Plate with Carol
YouTube: youtube.com/@beyondtheplatewithcarol
Instagram: @beyondtheplatenh
TikTok: @nhbeyondtheplate
Facebook: Beyond the Plate NH
All links: linktr.ee/BeyondtheplateNH

Carol Erickson has owned Red Arrow Diner since 1987 -- four locations across
New Hampshire, open 24/7. She started Beyond the Plate to tell the real stories
behind the people who make New England's food and hospitality scene what it is.
Not just what's on the menu. What's behind it.
Red Arrow Diner: redarrowdiner.com | @redarrow24diner

LISTEN + FOLLOW

New episodes every Tuesday -- Beyond the Plate with Carol

YouTube: youtube.com/@beyondtheplatewithcarol

Instagram: @beyondtheplatenh

TikTok: @nhbeyondtheplate

Facebook: Beyond the Plate with Carol

All links: linktr.ee/BeyondtheplateNH

Carol Erickson has owned Red Arrow Diner since 1987 -- four locations across New Hampshire, open 24/7. She started Beyond the Plate to tell the real stories behind the people who make New England's food and hospitality scene what it is. Not just what's on the menu. What's behind it.

Red Arrow Diner: redarrowdiner.com  |  @redarrow24diner