Moments of Truth

Moments of Truth

As traffic increases for the busy season, your chances to impress – or disappoint – guests go up, too. That’s why it’s so important to identify where you can exceed expectations at every point in the guest experience. Remember, guests don’t form an impression of your...
Customer Loyalty by the Numbers

Customer Loyalty by the Numbers

It’s no secret that improving customer loyalty provides a tremendous boost to profitability. But how do you get people who come in once a month to come in twice or three times? External-marketing devices – ads, offers, discounts and the like – get people in the door....
Four-Step Plan to Stay Out of the Weeds

Four-Step Plan to Stay Out of the Weeds

It starts slowly. Unassuming. Quietly. Then, “The Rush” comes. And suddenly, no one is safe. Not your calmest manager or your newest waitress. It slices deep into waitstaff morale and cuts deeper into restaurant profits. It increases blood pressure, tempers, stress...