The Demand
Walk your stage on your next shift and find the moment technology has taken over that only a human should own — the kiosk that replaced the greeting, the tap-to-pay that replaced the goodbye, the automated confirmation that replaced the human check-in. Name it, and decide this week whether you put a person back in that moment or let the transaction stand. The Human Gap is the space technology cannot fill — protect it on purpose.
The Work
Walk your operation and name three points of Guest contact, from arrival to departure:
Contact point 1:
Technology-run or human-run:
Does a person make the Guest feel seen here, yes or no:
Contact point 2:
Technology-run or human-run:
Does a person make the Guest feel seen here, yes or no:
Contact point 3:
Technology-run or human-run:
Does a person make the Guest feel seen here, yes or no:
The one moment where efficiency has replaced welcome in your building right now:
What you will change about that moment this week to put the human back in it:
44 years. 200+ independent operators coached. 34 restaurants opened from scratch.
I work with restaurant operators who know something is wrong and are ready to find out what it actually is — and with leaders who are ready to build something that lasts.
The complete framework is in my new book: The Operator’s Playbook
Call or text: +1-817-797-2929 Email: Jeffrey@JeffreySummers.com
