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Posts archive for June, 2017
4 Really Bad Training Nuggets & 1 Good One
“Training, as it stands in most companies, is broken. It’s transactional at best and completely irrelevant at it’s worst.”
Bad Employees Or Bad Leadership?
“I’ve never believed in “bad employees.”
The Duality of Hospitality Employees
“If you spend any time reading industry blogs and forums of front-line employees, you will quickly begin to see the ginormous difference in thinking between them and professional hospitality managers.”
Different Is Better
“It’s very tempting to see something being done and convince yourself that you could do it a lot better.”
9 Reasons Your Guest Experience Is Built To Fail
“Guest experience management is not defined by intentions or even a few choice actions but by the commitment to an analytical, deliberate, organized GuestX approach.”
Five Things Restaurants Need To Do But Probably Won’t
5 Things your restaurant business needs to do in the coming year to achieve long-term success.
What Is The Guest Experience?
First off, you have to understand what goes in/on/around your business from the guest’s perspective is how the Guest Experience (GuestX) is defined, not yours. And from the guest’s point of view (POV) an exceptional guest experience holds meaningfully differentiated value.
The Problem With Problems
This is a vicious cycle. It’s caused more band-aids to be applied to more operations than you can imagine.
Performance vs Values
You’ve heard it time and time again: “Hire For Values, Train For Skills” here’s why that’s critically important.
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