It felt like the bad customer service started during the pandemic, but it was somewhat understandable back then. People weren’t working, and the supply chain had been massively disrupted. We were all dealing with unprecedented challenges, so we gave businesses a pass on their subpar customer service. But now, in 2023, the supply chain is …
customer satisfaction
OpsAnalitica Compliance Predicts Customer Satisfaction
We have partnered up with Tattle, a customer satisfaction platform, to conduct an analysis of one of our mutual clients. The OpsAnalitica Platform is measuring operations and Tattle is measuring customer satisfaction. We have been monitoring our client’s performance on both platforms for the last several months and a really interesting pattern is starting to …
Interview With Tony Montero- CEO Hai Hospitality
In this episode we interview Tony Montero, CEO of Hai Hospitality. What I really enjoyed about this episode is how Tony started in this industry at age 12 and how he has kept his passion for taking care of customers and guests. www.haihospitality.com/ Listen below or subscribe wherever you get your podcasts.
Everyone has a Letter Grade in Their Window Now
If you haven’t heard yet, Yelp is now displaying health inspection scores on your restaurant page. Which means, every restaurant in the country could have a health inspection letter grade in their online window. Make sure you read the whole blog as I put together a list of things all restaurant operators should start doing …
Really Know Your Customers And What They Want
In this interview, we talk with Rob Siegal who owns Trajectory Insights, a consumer marketing and branding firm. He talks about how brands use this information to make more informed decisions and change themselves to stay relevant with their current and aspirational customers. www.trajectory-insights.com/ Trajectory Insights About Us: Trajectory Insights uses both data-driven quantitative and …
Diagnosing Falling or Stagnant Sales
Too many restaurant operators mistake marketing problems for operations problems. They look at falling or stagnant sales, and they think I’ve got to increase marketing spend to get my sales back up. How do you know if your falling sales are a marketing problem or operations problem? Here are a couple of questions you can …
The Only Way to Sustainably Grow Your Restaurant’s Sales is through Better Operations
It’s time to return to basics and focus on what works for long-term sustainable sales growth, which is better operations. Nobody wants to hear better operations because they are either delusional about the current state of their operations, or they don’t want to put in the hard work and discipline of focusing on running better operations. …
Don’t Market Yourself Off A Cliff
Two of the most iconic moments in film history are Thelma & Louise driving off that cliff and Butch and Sundance charging out the door to take on the Bolivian army. They are scenes of people choosing their destruction. There are restaurant owners and managers that do the same thing every day. We wrote a …
You Are Only As Good As Your Staff
In our business, the people business, we rely heavily on our vast staff who service our customers with the same passion that we do when we’re on the front lines.  Guest perception will make or break your business. You need to make sure that each and every customer interaction is at it’s highest level …
The Value of Pre-Shift Meetings
I had the opportunity in 2002 to go through hospitality and customer service training similar to what the Ritz Carlton organization uses. This program was implemented at one of the premier shopping malls in the country, The Grove in Los Angeles. I was a Concierge Services Manager at the mall. Our concierge team was so …