The Demand
Before your next product decision, run it through the three [Human Experience Cycle] questions: what expectation does this create, how much effort does it demand of the Guest, and what emotion does it actually produce — not the one you intended. Pick one current product element and answer all three honestly. Decide what changes based on the answer, not on how the plate looks on paper.
The Work
The product element you are examining:
What expectation does this element’s price, language, or reputation create in the Guest’s mind before they experience it:
How much cognitive or physical effort does the Guest have to spend to get what they came for — rate 1-5, 5 being highest effort:
What emotion does this element actually produce, not what you intended it to produce:
Where in your operation is a perception gap forming because you price premium and deliver average, or the reverse:
The one product decision you will redesign this week based on the full cycle, not just the execution:
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
