Loyalty Is Not a Discount Problem
What You're Actually Measuring When operators talk about loyalty, they almost always mean repeat visits....
continue readingRelational Hospitality
Not a technology. Not a data strategy. Not a luxury hotel concept. A human framework...
continue readingThe Phone Isn’t the Problem
The missed call isn't your problem. The overwhelmed human is your problem. There's a category...
continue readingYou’re Looking Right at It. You Just Can’t See It.
In 1999, researchers at Harvard ran an experiment that changed how we understand human attention.They...
continue readingYou Didn’t Buy a Business Partner. You Bought a Dependency.
Four consecutive quarters of same-store sales declines. The most recent at negative 8.7%. A 22-year...
continue readingYou Can’t Hire Better Cast. You Can Hire Better People.
A few weeks ago a colleague posted about hiring four cooks at $20 an hour....
continue readingWhat Warren Buffett Taught Me About How to Run a Better Restaurant
In 1969, Warren Buffett wrote a line in his partnership letter that most investors have...
continue readingThe Twelve Laws of the Guest Experience
Your Guest has already decided.Not after the food arrived. Not after the check. Before the...
continue reading[Transactional Arbitrage]: The Five Bets Underneath Most Restaurants
Five levers, five closing gaps, and the model that doesn't depend on either.Most operators don't...
continue readingThe Three-Legged Stool of Unearned Authority
It never ceases to amaze me how many people post content about how to do...
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