Same Drumbeat, New Equipment: 44 Years on Tech in Our Business
Tech has to support the Guest Experience, not supplant it. Fourteen waves of receipts.Since 1982,...
continue readingA Full Dining Room Is Not a Business Model
There is no feeling in this business quite like a full dining room.Tables occupied. Conversations...
continue readingNo Fat To Trim
A bankruptcy court just approved the breakup of Fat Brands across four separate transactions. Eighteen...
continue readingEvery Expert Has a Hammer
There's a concept in design called the Rorschach test. Show someone an inkblot and what...
continue readingThe Conversation About AI and Leadership Is the Same One I’ve Been Having About Road 1 and Road 2 For Decades
For decades, the AI and leadership conversation has been framed as human vs. machine. Which...
continue readingThe Casual Full-Service Problem Isn’t the Food
Walk into any casual full-service chain and count the friction points before you've ordered your...
continue readingThe Agent Is Already at the Table
I've been saying for years that the biggest threat to the independent restaurant operator isn't...
continue readingA Mediocre Guest Experience Is the Cement, Not the Platform
The dashboard is green. The numbers are clean. The room is dying anyway.Forty-four years on...
continue readingIt’s Egotistical Ignorance.
After 44 years in this business, I still ask questions to anyone with a pulse...
continue readingThe Advantage You Already Have and Aren’t Using
The large hospitality companies are in crisis. Turnover is catastrophic. Burnout is systemic. Guest experience...
continue reading
Five Playbooks. Five Fieldbooks. All ten volumes in digital edition. A one-hour call with me. Lifetime access to The Operator’s Platform. $2,348+ in assigned value. $299 before publication. $499 after.
Buy Now
