I stopped into a quick service burger joint a few days ago. I wish I could say that I was lost or that I never go to those places or that I was just looking for kale, but none of that would be true. I love a good cheeseburger and on this particular day I was visiting...
Everybody likes surprises, right? Well I certainly do, and I want to share with you how a thoughtful gesture on my birthday made all the difference. Mostly, Guests are hoping that interactions will be quick, effortless, and meet their basic needs. It is, however,...
One of the reasons I love thanksgiving (and the holidays in general) so much is it is all about connection. It is about reconnecting with folks you’ve lost touch with. It’s about taking the time to consider what matters most. It’s also a time to take...
Well trained team members give the very best Guest service. Too often when you have a sub-par service you can likely look across the counter and deduce that the person serving you is new or under-trained – or both. Businesses have been slow to embrace that...
Although loyalty may not be driven by satisfaction, it cannot exist without it. That means that you have to cover the basics first everyday. When you look at the hierarchy of excellence, it is much like a pyramid. You really can’t get to the pinnacle...
