My colleague Jeffrey Summers, owner of SHG®, continues to remind me that a person cannot deliver a level of service they have never experienced. Share PostEmail
10,000 Beer Cans Theory
10,000 Beer Cans Theory is an analogy of your job as a manger. Follow the five steps of this theory and you will be performing the responsibilities that will enable you to achieve results. Theory If you were offered $1 million dollars to perform an incredible task, like moving 10,000 beer cans from a football … Continue reading »
13 Steps To Building A Better Guest Experience Dashboard
Map out your current marketing position and any existing strategies and tactics in use. Map out your target market. Map out your point(s) of differentiation. Build your story. Map your current experience from every guest and staff touchpoint, guest and staff perspective as well as every line item on the P&L. Measure your current guest … Continue reading »
Are You Inspiring Or Coercing?
What do you think works best? Inspiration or coercion? Of course it is inspiration! I cringe when I hear a manager ask, “We need to have a contest! Got any ideas?” A few things we need to get straight when we talk about employee morale: You cannot motivate anyone to behave any certain way. Motivation … Continue reading »
Should Performance Reviews Live Or Die?
Not ones to shy aware from hot topics in HR, the November HR Roundtable in Cincinnati gathered to discuss “Performance Reviews: Live or Die?” Everyone came in with their own jaded viewpoint toward their personal experiences regarding performance reviews, so Steve gave them three questions to bring the focus in a bit before hitting the … Continue reading »
Measuring Front-Line Results
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The Miracle of the Crying Baby
I travel a lot and have seen many amazing things but almost nothing compares to what I witnessed on a flight from LA to Austin. I was returning from a business trip last weekend to the West Coast, tired and anxious to get home when one of my worst traveler’s nightmares came true. After I … Continue reading »
Where Did The Wow Go?
Did you ever have it? What happened to it? Can you get it back? Do you really want it back? What’s different about it now? What needs to change in order to get it back? What does “Wow” look like today? Tomorrow? Next year? Next Shift? Is “Wow” a core value? Why not? What did … Continue reading »
Big Fat Lie #1
This is the first of many posts from me on the lies or myths that exist in our business and what the truth of the matter is. It will also highlight the problems caused by the lie inside the culture of your operation and what the solution for that problem is. I would greatly appreciate … Continue reading »
