They are hidden to the customer and invisible to most of their hourly staff. Yet they keenly shape and orchestrate the experience of both. Without them, VPs and CEOs would stagger and fall, but stockholders rarely know them by name.
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By Jim Sullivan, CEO Sullivision.com Copyright 2015 When plotting their service strategy and delivery, too many operators, managers and trainers focus on what they should “do” for their customer. I think it’s more important to first focus on what not
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It is an immutable law in business that words are words, explanations are explanations, and promises are promises but only performance is reality. –Harold Geneen So you’ve trained all your managers on the Key Performance Initiatives: Same Store Sales, Customer
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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 “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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Aoccdrnig to rscheearch at Cmabrigde Uinervtisy, it deosn’t mttaer in waht oredr the ltteers in a wrod are, the olny iprmoatnt tihng is that the frist and lsat ltteer be in the rghit pclae. The rset can be a taotl
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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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