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) […]
You can capture it up to the point you surrender the Guest experience to a third party app. Which is why third party apps should never be […]
Disney recently posted this and it about exploded my brain. You can’t plan the entire Guest experience. You need spontaneity in order to capture those moments that […]
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.
Unless everything that goes on and/or is talked about in your business does not have you asking “How does this impact the guest?” you can’t be
successful long term.
First off, you have to understand what goes in/on/around your business from the guest’s perspective is how the Guest Experience (Gx) is defined, not yours.
Fortunately, time doesn’t stop.
Bad Service Is The Norm