An Ultimate Customer Experience Challenge - Cruise LinesMar 28, 2010
John shares how we can all learn and adapt from the service culture of the cruise lines.
Service Tip: On Duty While You Are Off DutyMar 10, 2010
Shep illustrates a very simple, yet important point about staff (and management) behavior.
Fully Stock Your "Reputation" ToolboxFeb 15, 2010
You define what you are through your marketing and delivery on service, product and facility. So, what do you think your reputation is in the marketplace?
Customer Defection Can be Stopped: 5 Key FactorsJan 31, 2010
The numbers are daunting. Losing your established customer base can have a dire impact on your business. Matthew shares insights on how new technology can help fight the defection battle.
What's the Tone of Your Restaurant?Jan 27, 2010
Dick encourages you to make sure the tone, ambience, mood & atmosphere at your restaurant is what you want it to be and to make sure it stays that way.
The Way Forward After A Tumultuous DecadeJan 13, 2010
After being "whacked" the last two years, John believes that the new 2010 value proposition for restaurants is very simple...
Wake Up -- Your Customer Does All The Work!Jan 10, 2010
James frames the critical importance of your customers in a different way and challenges you to really think about how you operate your restaurant.
Three Ways to Exceed Expectations and Turn Customers Into FansJan 6, 2010
Great customer service is not a selling point, it is expected. Product reliability is expected. Competitive price point is expected. So...the big question: Do your customers feel good about you? How are you exceeding your customer's expectations?
And Sometimes It RainsDec 9, 2009
As President and CEO of the Washington Restaurant Association, Anthony Anton sees a lot of restaurants. While admitting that we're in a downcycle Anton lays out 8 ways you should be proactively thinking about your present and future.
Are You Hiring For Looks or Sales Ability?Dec 2, 2009
Robert really challenges management to sufficiently test and train new servers in the art of selling before allowing them to hit the floor.
Restaurant Service Tip: Ask! Ask! Ask!Dec 1, 2009
Why are servers afraid to ask? Jeff shares several useful guidelines to help your team become great!
What Happened To The Server? (With Reader Feedback)Nov 5, 2009
Piero's upset -- and with good reason. What did happen to the server? And what can be done to correct it. Readers chime in with thoughts and suggestions.
The Elephant in the Dining RoomSep 23, 2009
Corkage has been and will continue to be an incendiary issue because consumers and operators have very different views.
