When someone makes reservations, call back after their meal and make certain the occasion was great. If it wasn’t, do two things to make it right. If you see a guest without a smile, give them one of yours. Create
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by Jim Sullivan Better service makes for happier customers: happier customers buy more. And while your food and beverage quality is paramount, the fact remains that good service can save a bad meal, but a good meal cannot save bad
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by Jim Sullivan Gosh, it’s been awhile since we spoke, Customer. How the heck have you been? First of all, I’m really sorry I lost track of you there for awhile. I guess I was so busy figuring out how
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by Jim Sullivan “In the past, stability and change were two contrasting states: When you achieved stability, you did so despite change. Today change has become an integral part of stability. Today you can achieve stability only by embracing change
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by Jim Sullivan I recently had lunch with Tim Kirkland, the best-selling author of The Renegade Server. If you haven’t read the book—a 21st Century treatise on how to motivate, inspire and direct iPod Generation waitstaff to serve better and
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This exercise can help supervisors, managers and leaders clearly identify their high-performers, low performers, training priorities and the “deadwood” on their team… Ask your supervisors/managers to picture their entire team, from the highest paid to the lowest paid, from the
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Here’s a thoughtful story that you can share with your team to emphasize and demonstrate the importance of staying focused on what’s most important: A business school professor set a one-gallon, wide-mouthed Mason jar on his desk in front of
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A Duck walks into a convenience store and asks the guy behind the counter if he has any grapes. The surprised clerk says no. Fifteen minutes later the duck waddles back in and asks the guy if he has any
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By Jim Sullivan One good definition of insanity is to keep doing the same things over and over and expect different results. For the last 27 years I have been in the business of operating successful restaurants and training and
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