The Roots of Restaurant Success

Choose a form of human expression such as architecture, music, sculpture and yes, food. How is it that some forms of creation can stand the “the test of time” and capture our interest generation after generation? Why is it that some inspire us years after they’re gone while others just come and go?  Why do we still listen to Bach or The Beetles when …

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 …

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 …

Harness the True Power of Emotion

Several years ago, there was video series on YouTube called Real Actors Read Yelp™. While the series focuses on the seamingly absurd expectations many reviewers have when it comes to what a restaurant is capable of, even the most outlandish of reviews can be traced back to our core human needs. Let’s take a look at Real Actors Read Yelp™ #6, where …

Names, not numbers, should be top priority

The first step in creating successful customer relationships is as simple as getting a name. It’s the part of their journey that says “you’re not just a number to us” and proves it through action. From there, we can build out our guest’s identities based on the willful win-win sharing of contact information, dining preferences, special occasions and other information …

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 …

Is the customer journey complete?

Each day of business, we watch countless numbers of guests leave the restaurants. But what happens next? Without a destination which enables us to fully experience and enrich each other’s lives along the way, there is no true satisfaction, there is no plot, and there is no purpose. Without purpose, potential business wanders in search of a home where deeper …

The Spirit of Hospitality

Go back to the beginning. For most of us in this industry, there was moment, a person, a place where something happened and our world changed. This moment couldn’t have been created by technology, by a sales person, by spreadsheets, by philosophies or even by food or beverage. The moment was created by the exchange of one person’s efforts to …

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 …