About Us

12 Steps To Building A Better Guest Experience

  1. Map out your current marketing position and any existing strategies and tactics in use and their outcomes.
  2. Map out your target market.
  3. Map out your point(s) of differentiation.
  4. Build your story.
  5. Map your current experience from every guest and staff touchpoint, guest and staff  perspective as well as every line item on the P&L.
  6. Measure your current guest experience levels through a Voice-of-the-Guest program.
  7. Look for touchpoints where you can significantly add meaningfully differentiated value to the experience.
  8. Analyze guest feedback to understand all sets of expectations – yours, your staff’s and the guest’s.
  9. Embrace the change necessary to add a meaningfully differentiated value perception to the guest experience.
  10. Coach and inculcate staff with the understanding necessary to be successful with the new strategies and tactics.
  11. Measure your effectiveness using your Voice-of-the-Guest program. Revise your story in terms that facilitate your guest’s perceptions of your brand.
  12. Wash, rinse, repeat.

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You Have Two Options:

  1. Grow your business.
  2. Make excuses.

Our powerful business programs are about helping you and your business master the fundamentals and create positive, long-term opportunity. No other program(s) offers more value with the immediate impact or greater ROI than ours or creates the level of impacting and sustainable change necessary to grow your business.

Call Us Toll Free 888-998-8744 or use the contact form to talk about how we can help you realize an opportunity.

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Building Best Products

Your Product Is A Social Experience

Your product isn’t just good food or a good bed along with good service in a good environment. That may have worked 20 years ago, but if that’s all it is now, congratulations, you’ve built a mediocre business. Today’s guest expects more. Demands more. And they’ll get it or you won’t see them again.

Which is why you have to look at your business holistically and (strategically) create a guest experience that adds meaningfully differentiated value at every single touchpoint for every single guest – every day. Our business is truly the only business where the experience is the product.

Do that and you not only set yourself up to succeed, but protect yourself from external influences that would destroy a weaker brand. Simple! Just not easy.

Setting yourself up for success involves smartwork as well as hard work. We have over 30 years of successful experience in both, that we use to help you accomplish your business and professional goals.

Our successful experience in building wildly successful businesss and hotels has covered every facet of your business. From concept development to operations, marketing, franchising and more.

Some of this work includes:

  • Business Turnarounds
  • Business Audits
  • Business Plans
  • Social Business Solutions
  • Opening A Restaurant/Hotel
  • Contract Management
  • Menu Engineering
  • Website Development
  • Hiring, Training and Retention Programs
  • BOH & FOH Operations
  • Systems & Processes
  • New Business Openings/Concept Development
  • Franchising
  • Much more…
[mk_divider style=”single” divider_width=”full_width” margin_top=”20″ margin_bottom=”20″]

You Have Two Options:

  1. Grow your business.
  2. Make excuses.

Our powerful business programs are about helping you and your business master the fundamentals and create positive, long-term opportunity. No other program(s) offers more value with the immediate impact or greater ROI than ours or creates the level of impacting and sustainable change necessary to grow your business.

Call Us Toll Free 888-998-8744 or use the contact form to talk about how we can help you realize an opportunity.

[mk_contact_form email=”letstalk@shgww.com” skin=”dark”]
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