QFO: What are the benefits for restaurant owners if customers place an order on GrubHub rather than calling in directly to the restaurant itself (when using GrubHub)?
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Catering: The Rationale Creating This Part of Your Business
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How Is Your Take-Out Program?
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How would you define excellent customer service?
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Moving Beyond Robotic Service
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QFO: What are the biggest challenges an independent restaurant faces in its first 5 years of business?
The timeline is irrelevant. But the list of challenges is the same as it’s always been...
The Problem With Transactional Thinking
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QFO: Big Menu Or Small Menu?
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How To Capture Brand Loyalty In The Age Of Third-Party Delivery Apps
You can capture it up to the point you surrender the Guest experience to a third party app. Which is why third party apps should never be considered. If you’re going to deliv
What’s The One Thing You Must Do To Deliver Exceptional Service?
Disney recently posted this and it about exploded my brain. You can’t plan the entire Guest experience. You need spontaneity in order to capture those moments that you need t
4 Really Bad Training Nuggets & 1 Good One
"Training, as it stands in most companies, is broken. It’s transactional at best and completely irrelevant at it’s worst."
9 Reasons Your Guest Experience Is Built To Fail
"Guest experience management is not defined by intentions or even a few choice actions but by the commitment to an analytical, deliberate, organized GuestX approach."
What Is The Guest Experience?
First off, you have to understand what goes in/on/around your business from the guest’s perspective is how the Guest Experience (GuestX) is defined, not yours. And from the guest
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.
Is Restaurant Marketing Broken?
A colleague asked this question in one of our forums recently and it has been haunting me ever since. So I must get this out. Is Restaurant marketing broken? – Yes What exactly i
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.
The Ugly Truth of the Loyalty Point Program
Facts, figures and insights about real, guest loyalty.
The Yin and Yang of Restaurant Marketing
"...it becomes increasingly necessary for businesses to offer real value in the guest experiences by connecting with guests on a more social level at all touch points possible."
About The Guest
First off, you have to understand what goes in/on/around your business from the guest’s perspective is how the Guest Experience (Gx) is defined, not yours.
Food Cost Basics
Some of the ins and outs of managing your food cost.