When I do training, I tell all of my audience that when you’re in the service industry and whenever you have a team member that is face forwarding a guest they have an unbelievable effect on that guest’s lifetime value. If you think about it, any consumer that comes into a place of business, whether…
The One Commonality of a Bad Service Experience
April 14, 2016 by
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…
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. …
