Five Easy Pieces Theory

The Five Easy Pieces Theory illustrates your concern for the quality of the guest experience. We gladly go out of our way to provide a level of hospitality that is personal, meaningful and unique.

Theory

View the clip below, from the movie Five Easy Pieces starring Jack Nicholson, wherein he places an order in a not-so-hospitable business. The waitress makes it clear that they did not serve whole wheat toast. Nicholson noted on the menu that the chicken salad sandwich came on whole wheat bread.

The annoyed waitress points to the menu where it read, “No Substitutions” and the sign which pointed out that they “Reserve The Right To Refuse Service To Anyone.”

Becoming highly irritated at the inflexibility of the waitress, Nicholson ordered a chicken salad sandwich on whole wheat toast, but todl the waitress to hold the mayo, hold the lettuce and hold the chicken salad and just bring him the whole wheat toast – and even offered to pay for the complete sandwich.

Unwisely, she asked where she should hold the chicken salad and Nicholson sarcastically responded, “…between your knees!” After which he left the business – irritated, upset and rightly so.

You are responsible for training and Coaching your employees that any guest request within reason will be honored. Many managers and employees take requests one step further and move heaven and earth to provide each guest with exactly what they want, even if it takes more effort than one person can muster.

Go here for more lesson in Leadership Theory.

Go here for lesson in how to create the necessary culture for your business.

Jeffrey Summers - Founder/Principal, Summers Hospitality Group
Jeffrey Summers - Founder/Principal, Summers Hospitality Group
Jeffrey has spent over 3 decades in various Marketing, Operations and Business Development roles in corporate, franchise and independent concepts. He is widely recognized by his peers as one of the leading voices in the Foodservice/Hospitality industries. As a hospitality business expert, Jeffrey now devotes most of his time to helping owners/operators and their organizations both create and achieve their business objectives. Jeffrey's clients include: fast food, QSR's, casual full-service, fine-dining, private clubs and banquet facilities, hotel/foodservice, resorts, sports facilities, corporate dining. catering businesses and retail concepts. About Jeffrey. 
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