QFO: Are busy locations usually the best locations for the establishment of a restaurant business?
QFO: What are the benefits for restaurant owners if Guests place an order on a delivery app rather than calling in directly to the restaurant?
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.
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) come up with to answer the question: “what does good service look like.” This is the wrong question.
QFO: What are the biggest challenges an independent restaurant faces in its first 5 years of business?
The timeline is irrelevant. But the list of challenges is the same as it’s always been…
The Problem With Transactional Thinking
Bain & Co. recently pushed this out.
QFO: Big Menu Or Small Menu?
Q: Is it better for a restaurant to limit its options per food category or to have as many choices as possible? A: There is no right answer except to understand your Guests to the point of adding or subtracting enough to make them spend enough to make your restaurant […]
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.”
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.”
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 Ugly Truth of the Loyalty Point Program
Facts, figures and insights about real, guest loyalty.