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“Simply fantastic Jeffrey!"
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The, Plus, Zero, Minus Theory emphasizes the importance of each and every Guest experience. It creates and reinforces the impression in their mind that you are the obvious choice when they receive an excellent experience. Use this theory to stress that a ‘typical’ Guest Experience should surpass your Guest’s expectations, not just meet them.
THEORY
Our success or failure is determined by each and every moment we interact with our Guests. Our Guests always leave with an impression of who we are and what we do.
We believe their impressions fall into one of three distinct categories: Plus, Zero or Minus.
Always Coach your managers and employees to exceed Guest’s expectations. This means you will need to engage with them on a level that gives you enough information to make decisions that impact their experience in a meaningfully differentiated way.
Remember also, that negative experiences can be, and should be, recovered through the engaged efforts of managers throughout the shift. Be in the dining room, talk to your Guests and employees, and, leading by example, show your staff how to look for opportunities to raise the level of each Guest’s experience by exceeding their expectations in every situation possible. A little effort can go a long way, so imagine what a big effort can do.
Jeffrey is a 30 year veteran of creating, operating, Coaching and consulting with successful restaurant & hotel concepts that include national, international, franchised and independent brands. He is also the president and founder of Summers Hospitality Group a full-service, national and international, Restaurant & Hospitality Coaching and consulting firm based in Fort Worth, Texas. Besides helping clients achieve success by working with them one-on-one, Jeffrey frequently speaks at and attend numerous industry events as well as at local, state and national small business groups in order to share his passion for the business of food and hospitality. You can call Jeffrey toll free at 888-9988-SHG (744) for a free consultation or email him using the form below.
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