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 [...]
Read more
How would you define excellent customer service?
All posts tagged: hospitality
The Top 10 Components To A Successful Hospitality Marketing Plan
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 [...]
Read more
Moving Beyond Robotic Service
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) […]
“How Do You Build Volume?”
An age old question in Hospitality is still, “How do you build volume?”
The Problem With Transactional Thinking
Bain & Co. recently pushed this out.
TOH: Delusional Process Management Syndrome
“Many of the managers I come into contact with suffer from what I call: Delusional Process Management Syndrome”
17 Hospitality Leadership Best Practices
We’re always talking about Leadership so here are my top 17 hottest best practices.
Six Traits of Really Successful Restaurant & Hotel Marketing Leaders
Successful strategic leaders — the kind who thrive in today’s uncertain environment – do these six things well.
My Interview With Proven.com
Lots of questions & answers about restaurant marketing.
The Ugly Truth of the Loyalty Point Program
Facts, figures and insights about real, guest loyalty.
Restaurant Marketing: What Does An Empty Chair Really Cost?
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.
The Difference Between Service & Hospitality
Being technically proficient is an important fundamental to master but the degree of hospitality necessary to add meaningfully differentiated value is much, much higher.