by Jim Sullivan Copyright Sullivision.com What can you accomplish in the next four weeks? Not much if you don’t set specific goals, formulate a specific plan, a share both that plan and those goals with everyone on the team. Every
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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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The customer is why. What if someone knocked on your door tomorrow morning and said “I want to pay for your mortgage, car payment, kid’s tuition, weekly groceries and next ten vacations!” That’s your customer. Make happy those who are
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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 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 Ten years ago on a Tuesday afternoon I went to a well-known Denver-area sports bar. I remember the time and date so exactly because that’s the day a server recommended, and I tried, a “Garbage” Burger for
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