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. […]
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 […]
QFO: How Can We Overcome Poor Service Delivery?
How Can We Overcome Poor Service Delivery?
More Minimum Wage Facts
The money to pay for an increased minimum wage can only come from four places: other minimum wage workers, in the form of layoffs and reduced hours; higher wage workers, in the form of static or reduced compensation; investors, in the form of lower profits; or customers, in the form […]
Covid: An Opportunity To Revisit Drive-Thru Thinking
Covid has, if nothing else, sped up the thinking about how we deliver the Guest experience. It’s never made sense to me that an operator dedicates less than 20% of his unit’s resources to something that delivers 50-65% of his sales.[stm_post_about_author][stm_sidebar sidebar=”573″] Digging Deeper [stm_news loop=”size:3|post_type:post” posts_per_row=”3″ view_style=”style_2″ img_size=”medium”]
Meme Madness
While I agree with the general sentiment that you should treat employees (and any other human) like they make a difference (especially those who do) ideas like Goodnight’s (and I’m a fan) fail to add the most critical yet basic truth: it takes two to tango. This occupies half the […]
It’s Over! Now What?
With today’s crisis, you’re probably wondering . . . is my business built to last? Let me tell it to you straight: if you keep doing what you were doing before this crisis, your business will probably not grow after this crisis. I’m talking about . . . Working longer hours hoping it’ll give you […]
What Is The Employee Experience?
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 […]
Core Values Don’t Change
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 […]
Notes On Loyalty Programs
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 […]