As a restaurant and bar owner, I have discovered that there is one commonality between a bad service experience; whether it be that I have the poor experience myself, I receive a complaint letter from a guest for one of my restaurants or I receive a bad mystery shop. That one commonality of all three…
Who Do You Work For?
March 9, 2016 by
When I work with and train service teams, I invariably ask the audience who they work for. I’ll go around, and I’ll ask specific people what they’re job is. I’ll get various answers: bartender, server, dishwasher, cook, hostess, etc. I then tell them that that is their role, but their number one job is to…
What is the No.1 Way to Make Someone Feel Important?
March 2, 2016 by
Often when I work with hospitality groups, I ask the question, “What is the No.1 way to make somebody feel important?” I get many answers from, “Smile at the guest,” “Make eye contact,” “Say hello,” “Simple greetings,” and while all those are great ways to make somebody feel good, they don’t make somebody feel important.…
Is Every Member of Your Team a Brand Ambassador?
February 26, 2016 by
Whenever I work with leaders of organizations, I notice that the most successful leaders are great at utilizing their team to grow their brand. In my business, hospitality and the restaurant business, I ensure that every one of my team members knows everything they need to know that one of my guests might ask them. …
Don’t Confuse Results with Effort
February 12, 2016 by
Quite often I engage with team members that complain about all the hard work they do without achieving the desired result. I like to use the fly analogy as I discuss with them that all the effort in the world doesn’t mean anything if you don’t achieve your desired result. Have you ever witnessed a…
Growing up with the Grateful Dead
December 8, 2015 by
I was first exposed to the Grateful Dead music when I was 14 years old by my older brother. I fell in love with their harmonies on the “Working Man’s Dead” album. Although the band had been playing together since 1965, I did not get to first see them until their Shakedown Street tour in…
Dead & Co
December 1, 2015 by
What a great time at the Dead & Co. concert this past weekend at MGM Grand! Check out cialis generique these pictures I took http://www.laviagraes.com/viagra-precio-2015 at the show.
