Since its inception in 1986, fast-casual restaurant Southwell's Hamburger Grill has aimed to treat its customers and staff across all four Houston locations like family, owner Brian Southwell said.

For the last almost 40 years, Southwell said he’s worked hard to be personally involved in the daily operations of the restaurant, which he said is the main reason for its continued success.

“The restaurant business is a brutal business; the people who make it are actively involved in the business ... so I’m in each one of my stores twice a day,” he said. “And I keep the same people. You have to stay on it.”
Southwell's has developed an atmosphere where everyone knows everyone, said the owner and long time staff. (Asia Armour/Community Impact)
Southwell's has developed an atmosphere where everyone knows everyone, according to owner Brian Southwell and longtime staff. (Asia Armour/Community Impact)
A family affair

Luis Fernando—who has worked at Southwell’s for over 10 years, starting out as a cashier and working his way up to manager of the Medical Center location on Holcomb Boulevard—said he can attest to a closeness among staff and those who have visited the restaurant for decades.

“It's not like a franchise. It feels more like a family,” Fernando said. “Some customers told me that they've been coming here for years, [since] when the kids were little, [and now] they have grandkids come in.”


Also contributing to the familial ambience is the old-school diner decor, with framed photos of Southwell's own family lining the walls at each restaurant, Southwell said.

Having grown up in the Memorial area of Houston with his father managing the local country club for over 20 years, he said he knows and has always had the support of the neighborhood.

“Almost everybody that comes in sees somebody they know,” Southwell said.
American fare, such as chili cheese dogs, decorate the menu at Southwell's. (Courtesy Southwell's Hamburger Grill)
American fare, such as chili cheese dogs, decorate the menu at Southwell's. (Courtesy Southwell's Hamburger Grill)
What’s on the menu

To Fernando, what sets the diner-style restaurant apart from competitors is its fresh ingredients, which he said makes a key difference in the taste of Southwell’s burgers.


The menu has remained largely unchanged, Fernando said, with classic American eatery elements, such as milkshakes, chili cheese dogs, three kinds of french fries, and a variety of hamburgers and sandwiches.

Southwell said the menu’s simplicity is by design; building familiarity is a central part of his business model.
Keeping the menu simple is another key to the restaurant's success, Southwell said. (Asia Armour/Community Impact)
Keeping the menu simple is another key to the restaurant's success, Southwell said. (Asia Armour/Community Impact)
The less on the menu, the easier customers can develop favorites, he said.

“The whole theory behind a restaurant like ours is a simple menu,” Southwell said. “Because most people that come in and eat, if they've been here three or four times, they've decided what item on the menu they like.”