“One of the biggest myths is that we have a retention problem.”
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Marketing Re: Social Media
Too many operators are focused on the media and not the social. The most effective way of communicating with Guests is at the point of experience by informed, engaging and empowered employees who share your values. Everything else is blatant advertising
The Parrot Conundrum
“When guests are angry, validate their emotions by saying, ‘I can see/hear how angry this makes you.'” Wrong!
Marketers Are From Mars, Consumers Are From New Jersey
Marketers have lost touch with the average consumer. They are living in a dream world of their own invention. It is fed by a cultural echo chamber of books, articles and conferences in which people like them talk to people like them. This talk explores the gap between how marketers think and consumers behave.
The Millennial Delusion
Thinking in the aggregate about people born roughly 15 years apart is an inane exercise – a marketing construct of the dumbest order.
The Problem with ‘Not A Problem’
I suspect that more than once you’ve also received the same “not a problem” send off.
30 Core Values
This is a list (in no particular order) of our core beliefs for building great hospitality businesses. We predicate all of our operational philosophies and client outcomes [...]
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How Fun Creates Results
This is how I have long explained to people that having fun at work gets you better results.
The Insanity of Losses
There’s a reason nearly 72% of all food service businesses go out of business within three years (fact not fiction). This level of thinking is part of the reason.
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.
Questions From Operators: Making People Care
Q: “What can you do to make people care about delivering best service?”
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