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 …

The restaurant's customer experiences begin at hidden places.

What’s the fish-guy know about your restaurant’s customer experiences?

When it comes to customer experiences, if 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 a movie’s …

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 potential is understood, blame sets in, and false action …

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

Continuing our look at what drives restaurant success, we’re digging deeper into the emotional impact of connecting experiences to our core human needs. 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 …

Is there a Timeless Path to Success?

The challenge with most full service restaurants is that what’s really for sale isn’t tangible. This intangibility is why it’s so easy for restaurateurs to lose their way. The Watchmaker A watchmaker can claim their watch is indestructible with clear indicators for navigation. Along with accurate time, dependability and directional guidance are the benefits. For a deep sea diver, or …

Brand Control Part I: The Numbers Game

PART I of IV Are you doing all you can to drive potential customers to your website and create more business? There are many free websites that generate hundreds of millions of unique visitors per month you have access to right now — for free. The traffic these sites can deliver dwarfs that of expensive reservation only portals. Read on …

Brand Control Part II: The Linking Game

PART II of IV Explaining the Link Between You and Third-Party Sites Third-Party sites love to claim responsibility for generating business. But how many new customers are they actually bringing in? This is Part II in our Brand Control series. Throughout this series, we will explain how you can grab control of your brand and create better results with your …

Brand Control Part II: The Linking Game (continued)

PART II of IV (continued) This is the second half of Part II in our Brand Control series. Throughout this series, we explore ways to grab control of your brand and create better results with your online marketing. This series has included: Part I: The Numbers Game Part II: The Linking Game The Art of the Customer Hijack The “hijacking” …