The Demand
Pick one piece of technology your cast uses on the stage tomorrow — a handheld, a POS terminal, a reservation screen — and watch whether it frees your server to stay at the table or pulls them away from it. Compare the two servers the article names: the one who uses the tool to stay present, and the one who disappears to a terminal. Decide, based on what you see, whether that technology is enabling hospitality or giving your cast permission to escape it.
The Work
Name the technology you are observing tomorrow:
The two-server comparison:
Cast member who stays at the table, uses the tool to enable presence — name them:
Cast member who leaves the table, uses the tool to escape it — name them:
What is different about how each one was trained to use the same tool:
Rate how much this technology currently reduces friction versus replaces warmth, 1-5:
The one adjustment — to training, not to the tool — that moves your cast toward the first server:
What you will coach on this week: enable the human, don’t supplant them:
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
