“One of the biggest myths is that we have a retention problem.”
Too many operators are focused on the media and not the social. The most effective way of communicating with Guests is at the point of experience by informed, engaging and empowered employees who share your values. Everything else is blatant advertising
“When guests are angry, validate their emotions by saying, ‘I can see/hear how angry this makes you.'” Wrong!
Thinking in the aggregate about people born roughly 15 years apart is an inane exercise – a marketing construct of the dumbest order.
I suspect that more than once you’ve also received the same “not a problem” send off.
This is a list (in no particular order) of our core beliefs for building great hospitality businesses. We predicate all of our operational philosophies and client outcomes on these beliefs.
This is how I have long explained to people that having fun at work gets you better results.
There’s a reason nearly 72% of all food service businesses go out of business within three years (fact not fiction). This level of thinking is part of the reason.
I’ve always talked about the costliest item in a restaurant being an empty chair. Now we take a little peek into what it actually costs you.
Q: “What can you do to make people care about delivering best service?”
