Strategy & Tactics
Not understanding the difference between strategy and tactics means you'll probably get both wrong.
Driving (REAL) Guest Loyalty
Unless everything that goes on and/or is talked about in your business does not have you asking “How does this impact the guest?” you can’t be
successful long term.
Questions From Operators: Making People Care
Q: "What can you do to make people care about delivering best service?"
QFO: What Else Can I Do But Discount?
Q: Since most loyalty programs involve some sort of comp (discount) what do you propose instead as the incentive?
The Difference Between Service & Hospitality
Being technically proficient is an important fundamental to master but the degree of hospitality necessary to add meaningfully differentiated value is much, much higher.