QFO: Questions From Operators

Two Roads. One Choice. Which operator are you?

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?"

QFO: Why do you think there is a poor employee management structure within the hospitality industry?

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

The question assumes the problem is management technique. It is not. The problem is foundational -- a set of misunderstandings so deeply embedded in how the industry thinks about itself that the management failures are predictable outcomes, not random failures....

QFO: How Can We Overcome Poor Service Delivery?

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

How Can We Overcome Poor Service Delivery?

QFO: What can a newly opened, up-scale restaurant do to set itself apart in a location that contains multiple other competing restaurants?

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

Probably nothing. Not because the market is too competitive. Not because the timing is wrong. Because differentiation is not something you create after you open. It is something you design before the first Guest walks in. If you opened without...

QFO: How would you define excellent customer service?

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

The question contains the problem. The moment an operator sits down to define what excellent Guest Experience looks like, they have already made the mistake that produces mediocre hospitality. They are defining it. From inside the building. Based on what...

QFO: What are the biggest challenges an independent restaurant faces in its first 5 years of business?

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

The timeline is irrelevant. But the list of challenges is the same as it’s always been...

QFO: Why do hostesses at restaurants make small talk as they seat you?

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

It is a fair question. You walk into a restaurant, the host greets you, and within fifteen seconds you are being asked about your evening plans, whether you have been in before, or what brings you in tonight. The conversation...

QFO: What is the first step that I should take before I build my own restaurant?

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

Get the read you cannot get for yourself. Most operators who fail in the first year failed before they opened. Not because they lacked passion. Not because the concept was wrong. Because they built on assumptions that were never tested,...

QFO: Frustration

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

Q: "I get so frustrated with myself on a weekly if not daily basis . Like how can I set personal or work goals and then continue to make choices that prevent me from achieving those goals ??? Sometimes it's...

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