Whose business model comes first?

Every dime spent is an investment in guest experience and keeping the business profitable. To do this, companies are offering more and more solutions and make some pretty terrific claims about what they can do (us included). The volume of options and promises can be so mind boggling, it’s easier not to think about it. After all, there are always more pressing …

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 …