I wish this level of thinking would die a slow miserable death. It’s caused more confusion and uncertainty than just about any other myth in the business. Restaurants that are successful today are profitable from Guest one. It’s by design. And it doesn’t matter what parameters you want to talk about. Anyone who says otherwise [...]
You need to push into growth right now or you’ll drown in your own irrelevance.
There are lot of lousy management practices out there. It is astonishing how many of them have taken hold, and how deeply! Even in the awesome companies that are walking the Human Workplace path, we run into crusty and talent-repelling HR and leadership practices that have no place in the modern working world. How did [...]
“What should you do if your employees are complaining about wages?”
Stop the presses. No need to raise the debt limit. Biden is going after those billionaire waitresses’ tips. IR-2023-19, Feb. 6, 2023 WASHINGTON — The Treasury Department and Internal Revenue Service today issued Notice 2023-13, which contains a proposed revenue procedure that would establish the Service Industry Tip Compliance Agreement (SITCA) program, a voluntary tip reporting [...]
I order from Domino's Pizza. It arrives an hour late and cold. So how do you tell them? Simple. Go to their website (I ordered there). Click on a "There's An Issue" and a list of excuses for their bad service pops up. Choose your excuse and then hit enter. You are then prompted to [...]
QFO: Why do you think there is a poor employee management structure within the hospitality industry?
Whoa boy buckle up… Poor leadership Transactional thinking Short-term thinking No thinking A complete misunderstanding about the dynamics of growth. A complete misunderstanding about the import of mission. A complete misunderstanding about marketing. A complete misunderstanding about training and Coaching. A complete misunderstanding about influence. A complete misunderstanding about community. On and On and On… [...]
How Can We Overcome Poor Service Delivery?
Q: Who creates and delivers every single guest experience? A; The Front-line employee. Understanding this means the imperative is to create a meaningful and differentiated experience for the employee first. so that they will create a meaningful and differentiated experience for your guests. Traditional roles, responsibilities and resources are no longer enough in a world [...]
This is a list (in no particular order) of our core beliefs for building great businesses out of good businesss. We predicate all of our operational philosophies and client outcomes on these beliefs. The Guest Experience is the most important (only) product you offer. Attracting “A” level talent is a function of great operations. Recruiting [...]
Loyalty is probably the most abused word in the marketing lexicon and is usually defined using a retail context. How? It’s use has been warped, twisted and misappropriated to mean nothing more than a discount that rewards a guest for dining with you or to dine with you at some future time (frequency). So much so that [...]
Takeout sales are projected to grow at three times the rate of on-premise dining and at seven times the rate of the rest of the total food industry, according to the National Restaurant Association. To compete for a strong share of the takeout market, businesses must understand how to adapt their current products and systems [...]
Pricing means different things in different industries, and every company has different needs. We draw from an extensive toolkit to develop a tailored solution that works for your environment and your people, and we work with you to design solutions that allow your organization to develop the skills to repeat the process into the future. [...]
Quite often, it is possible to hear the terms ‘coaching’ and ‘mentoring’ used interchangeably in a personal and organisational development context. Wherever these are used, the success of these development approaches is dependent upon many factors, not least the organisational culture, the skills of the individual mentor or coach, and the emphasis that is placed [...]
Probably nothing. If you opened without any differentiation, you won’t be able to design it now. You have the wrong thinking and the wrong leadership. Your brand is now set in the minds of Guests. Think about Newton: The First Law of Motion states, “A body at rest will remain at rest, and a body [...]
I don’t. The Guest does. Or the Customer does. That’s the entire point. YOU don’t define how well you treat me. I do. The customer. Because it’s MY needs, wants and desires that I’m interested in having satisfied. Business people think they need to define what excellent CS/CX is, which leads to transactional thinking and [...]
“There are 7 billion people in the world. Not all of them will appreciate your brand of jazz. Your mission is not to convince anybody to like you, respect you or see the world the way you do. Your mission is to find people who resonate at your frequency.” ~ Liz Ryan
1. Execution. You have to walk the talk. Every part of the guest experience has to be executed or no amount of external marketing will help your business grow. 2. Effective positioning. Who are you to your guests? Are you offering any differentiated value or are you just another commodity business in your market? 3. [...]
Depending on objectives and the organization’s environment, I employ a variety of Coaching methods to help those I Coach elevate their performance. These include, but aren’t limited, to: Strategic Planning. Work with the leader in “planning the plan”, and facilitating team involvement in its development and execution. Shadowing. Accompany the leader on their rounds and observe their [...]
Service is table stakes (pun intended). Everyone provides service: everyone has their 12 steps of service that include all the transactional lists most people (restaurant managers included) come up with to answer the question: “what does good service look like.” This is the wrong question.
