Make sure your arrival points are ready

When people want to do business, are you ready? Be sure, or opportunity may pass the restaurant by without saying a word. Unspoken actions usually don’t get a second chance. Each point of contact is new opportunity to save detailed, actionable information. Use this checklist to make sure all the possible ways a guest may seek to visit your restaurant …

Whose business model comes first?

Every dime spent is an investment in guest experience and keeping the business profitable. To do this, companies are offering more and more solutions and make some pretty terrific claims about what they can do (us included). The volume of options and promises can be so mind boggling, it’s easier not to think about it. After all, there are always more pressing …

This one habit could be holding your restaurant back

In our Industry saying “yes” is often a hallmark of great customer service. For those who can endure the fulfillment of the most outrageous customer requests and keep those coveted “stars” aligned in their favor, mirage-like trophies and yet-unamed distant glory awaits. Somewhere out there is a food & beverage retirement heaven for those that stick it out and make the most guests the happiest. For …

What does the fish-guy know about your restaurant?

When a server is proud to describe the fish special (and has tasted it!) or brags about the talented bartender’s latest creation (tasted that too!), something magical can happen. And while our guests settle in, taking in the details of their surroundings, a particular kind of journey begins to take shape. It’s like the opening credits of a movie. This movie …

To Perfect the Guest Experience

The customer’s journey is fast evolving with changing expectations, higher demands, new dining opportunities and more sophisticated ways to lure once loyal customers away to that “new shiny object”. These common perceptions may ease the pain for those running restaurants that aren’t meeting their numbers. But unless the root cause of missed potentential is understood, blame sets in, and false action …

Do you have a secret to hide?

Some say secrets aren’t worth having unless they’re shared. As one of our core human needs, we all thirst for variety. Somewhere in our life, to experience a sense of fulfillment, we need doses of uncertainty – to sit on the edge of discovery – and dive in. When we put this idea into action, we can design a trainable, repeatable …

What does your naked walk-through reveal?

One of the biggest challenges we face when it comes to remaining competitive, fresh and relevant, is seeing through our guests’ eyes.  Too much of what seems important accumulates. Real priorities get cloaked or forgotten. The chef only sees food presented under the kitchen’s fluorescent lights in the rush (or boredom) of each day. Servers only taste the food while sparing …

7 Steps to Improve Restaurant Operations

If you’re experiencing life in the fast lane, and never seem to be able to slow down, the following checklist will help refocus the restaurant’s course. Each step should take five to ten minutes of your time, but end up saving countless hours in return: Mission: Return to the root of why you’re in this business. What’s the ultimate outcome? …

Your circles of influence, and how to influence them

If you’ve been working on improving your restaurant operations and see progress, it may be time to think about what’s next. Unless kept in check, it’s likely 3rd parties interests overshadow the insterests of your customers, and your own brand building efforts. Establish the control of your brand it deserves These 3rd party systems are in business to collect data and sell, …

The Six Automatic Restaurant Success Triggers

Every time a person thinks about going out to eat, there’s a list of questions and answers that influence their decision. Most are automatic. A few are deliberate. Some are concrete. Some are malleable. What we perceive to be appropriate, enjoyable and worth effort, time & money is filtered by instinctual emotions. The emotions work in two states that highly influence how …