The Demand
Before your next shift, find one place in your operation where you are treating a Guest like a customer completing a transaction rather than a Guest experiencing something meaningful. Name the retail-style thinking behind it — throughput, efficiency, moving them along — and decide this week to replace it with a hospitality move instead.
The Work
Name a moment or process in your operation that currently runs on throughput logic:
Customer or Guest:
Is this moment designed to complete a transaction efficiently, or to create an experience:
What would change if you treated this stage of the visit as the beginning of a relationship instead of the end of a sale:
Where in your pricing or positioning have you started competing on commodity terms because a moment felt transactional:
The one hospitality strategy you will apply to this moment this week instead of a retail one:
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
