Catering is one of the fastest-growing segments of the foodservice industry, with caterers, banquet halls…
How Is Your Take-Out Program?
Takeout sales are projected to grow at three times the rate of on-premise dining and…
How would you define excellent customer service?
I don’t. The Guest does. Or the Customer does. That’s the entire point. YOU don’t…
Moving Beyond Robotic Service
Service is table stakes (pun intended). Everyone provides service: everyone has their 12 steps of…
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…
How To Capture Brand Loyalty In The Age Of Third-Party Delivery Apps
You can capture it up to the point you surrender the Guest experience to a…
What’s The One Thing You Must Do To Deliver Exceptional Service?
Disney recently posted this and it about exploded my brain. You can’t plan the entire…
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.