Jeffrey Summers

Two Roads. One Choice. Which operator are you?

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?

by Jeffrey Summers|Product

A colleague asked this question in a forum years ago. The answer has not changed. Yes. Restaurant marketing is broken. Not because the tools do not work. Because the thinking behind how most operators use them is wrong at the...

Six Traits of Really Successful Restaurant & Hotel Marketing Leaders

by Jeffrey Summers|Performance

Successful strategic leaders — the kind who thrive in today’s uncertain environment – do these six things well.

10 Things Really Amazing Restaurant & Hotel Employees Do

by Jeffrey Summers|People, Performance

After four decades of hiring, training and coaching literally thousands of employees, I’ve come to look for certain behaviors that define really amazing employees. Here’s my top 10 list.

The Parrot Conundrum

by Jeffrey Summers|Performance

"When guests are angry, validate their emotions by saying, 'I can see/hear how angry this makes you.'" Wrong!

It’s Not About Teamwork

by Jeffrey Summers|Performance

Bolting on the latest 'teamwork' thinking is just ridiculously ineffective and misses the actual psychology behind the dynamics of impacting either individual performance or true team development.

How I Work Differently

by Jeffrey Summers|Consulting

Here are 10 things I do to create meaningfully differentiated value for you and your business.

Strategy & Tactics

by Jeffrey Summers|Perspective

Not understanding the difference between strategy and tactics means you'll probably get both wrong.

Driving (REAL) Guest Loyalty

by Jeffrey Summers|Product

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 Employee Engagement Model

by Jeffrey Summers|People, Performance

We believe that aligning employees’ values, goals and aspirations with those of the business is the best method for achieving the sustainable employee engagement required for both individual and business success.

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