Different Is Better
"It’s very tempting to see something being done and convince yourself that you could do it a lot better."
The “Experience As Business” Approach: Howard Behar’s ” People First” Master Class
Operators often scoff at the idea that the product of Hospitality businesses is a "social product" inasmuch as it's not about the food and eating or the bed and sleeping.
Marketing Re: Social Media
Too many operators are focused on the media and not the social. The most effective way of communicating with Guests is at the point of experience by informed, engaging and empowered employees who share your values. Everything else is blatant advertising
Is Restaurant Marketing Broken?
A colleague asked this question in one of our forums recently and it has been haunting me ever…
It’s Not About Teamwork
Bolting on the latest 'teamwork' thinking is just ridiculously ineffective and misses the actual psychology behind the dynamics of impacting either individual performance or true team development.
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.