The Five Easy Pieces Theory illustrates your concern for the quality of the guest experience. We gladly go out of our way to provide a level of hospitality that is personal, meaningful and unique. Share PostEmailSHG Google+ Community
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 »
Shift Notes: WOW Server, Goofball Manager
Had a really great experience last week. Service was absolutely awesome! Food was great! Then our time together enjoying the experience was ruined by the floor manager constantly interrupting every 20 minutes just to get his table visits in! I finally told him that his server was doing a great job and that is wasn’t … 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 »
Top 5 Frustrations From This Week
I’ve been in the Restaurant business for 31 years and it still amazes me how so many people think that all business is related – that what worked for GE or IBM or the record store down the street or the hot dog stand across town must also work for you. That’s wrongheaded thinking. If … 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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Restaurant Entropy: A BJ’s Brewhouse Experience
All of your systems and processes should generate an experience greater than any one of the parts. From the greeting at the door to the check and beyond. Unfortunately, this particular immutable law of social experiences works just as good when it’s a bad experience – probably more so. Case in point. Today, after making … Continue reading »
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 »
