The Audit Is Not The Architecture
MIT Sloan just published the Summers Principle in HR-tech clothes and stopped one step short of the only step that matters — the one with a name on it.
The Labor Read
Labor is capacity, not cost — and every rule of thumb running the labor line treats it as the opposite. The steps the percentage can't see, and the design that replaces the default.
What I Sell
The solutions market is the symptom market — it treats what the operator can see and leaves the default standing. Architecture decides which problems exist. And what holds the architecture is the read.
“Customer Success in restaurants continues to evolve and fragment.”
A panel of restaurant leaders says the business is fragmenting. Nothing is. The two Guests they describe are the oldest distinction in the business — one is buying dinner, the other is buying food — and the choice between them...
The Restaurant That Never Needed Forgiving
Cheesecake Factory posted 15.2% comps with 9.5% traffic on 2.4% pricing while the rest of the industry runs turnarounds. The difference is what the relationship is made of.
Your Server Is Where Hospitality Is Turned Into A Relationship
Your server is where hospitality is turned into a relationship. The Guest's relationship is with your house through your server, and when the server leaves, the house keeps the Guest only if it built the hospitality she was turning into...
