The benefit is always less than if your brand controlled everything it touches. Using a third-party to execute a significant portion of your Guest experience can be crippling. The Guest’s loyalty then is with the delivery brand and not your brand regardless. You’ve become a commodity.
The Speed of Success
You need to push into growth right now or you’ll drown in your own irrelevance.
More Asinine Inflation Behavior From Clueless Operators
Some restaurants adding ‘inflation fees’ to bills amid rising food costs. Dumb move!
U.S. Department of Labor Issues Final Rule To Amend Tipped Employee Regulations
On December 22, 2020, the Department of Labor announced a final rule revising its tipped employee regulations to address amendments made to section 3(m) of the Fair Labor Standards Act (FLSA) by the Consolidated Appropriations Act of 2018 (CAA). That amendment prohibits employers from keeping tips received by their employees, regardless of whether the employer […]
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”]
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 […]
Catering: The Rationale Creating This Part of Your Business
Catering is one of the fastest-growing segments of the foodservice industry, with caterers, banquet halls and hotels commanding the majority of the special-event market but not monopolizing it. Indeed, restaurateurs increasingly are getting into the game, expanding their catering and private-dining services as a way to garner incremental sales and optimize overhead in […]
Pricing Is A Key Component To Sustainable Success
Pricing means different things in different industries, and every company has different needs. We draw from an extensive toolkit to develop a tailored solution that works for your environment and your people, and we work with you to design solutions that allow your organization to develop the skills to repeat the process […]