Jeffrey Summers

Two Roads. One Choice. Which operator are you?

Ram Charan Said Fieldwork Is A Lost Art — He Was Right

by Jeffrey Summers|From The Playbook, People, Performance, Perspective

Ram Charan has advised GE, DuPont, Novartis, Home Depot, and Verizon. He spent 35 years as one of the world's foremost leadership consultants, on the road 365 days a year, inside the organizations that define how business gets done at...

Larry Bossidy Said It In 2002. Most Operators Still Haven’t Heard It

by Jeffrey Summers|From The Playbook, People, Performance, Perspective

In 2002, Larry Bossidy — the man who turned AlliedSignal into a reliable earnings machine and then came back to rescue Honeywell — published a book called Execution: The Discipline of Getting Things Done. He spent the better part of his...

Do You Have Crabs?

by Jeffrey Summers|People

You've seen crabs in a bucket. Just when one gets close to the edge, the others grab hold and pull it back down. Not out of malice — out of instinct. The result is the same either way. Nobody gets...

QFO: Are busy locations usually the best locations for the establishment of a restaurant business?

by Jeffrey Summers|From The Playbook

QFO: Are busy locations usually the best locations for the establishment of a restaurant business?

QFO: What are the benefits for restaurant owners if Guests place an order on a delivery app rather than calling in directly to the restaurant?

by Jeffrey Summers|From The Playbook

The benefit is always less than if your brand controlled everything it touches. Using a third-party to execute a significant portion of your Guest experience can be crippling. The Guest’s loyalty then is with the delivery brand and not your...

QFO: How long after opening will a restaurant begin turning a profit?

by Jeffrey Summers|Profit, From The Playbook

Wrong question. The right question is whether the operation was designed to produce operating profit from Guest one. If it was, the answer is immediately. If it was not, the answer is never, at least not without redesigning the cost...

The Speed of Success

by Jeffrey Summers|From The Playbook

You need to push into growth right now or you'll drown in your own irrelevance.

The Case Against Behavioral Interviews

by Jeffrey Summers|People, From The Playbook

There is a hiring practice so deeply embedded in corporate America that questioning it gets you looked at like you just said something dangerous. It has consultants, certifications, and decades of institutional momentum behind it. It is also largely useless...

QFO: “What should you do if your employees are complaining about wages?”

by Jeffrey Summers|QFO: Questions From Operators, From The Playbook

"What should you do if your employees are complaining about wages?"

WHT: The Ultimate In Transactional Thinking:

by Jeffrey Summers|From The Playbook

Domino's Pizza built a system for handling customer complaints that requires no human contact. An order arrives late and cold. The customer goes to the website, selects their excuse from a dropdown menu, chooses a resolution from a pre-approved list,...

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