It’s 9:10pm and my wife and I have just arrived at a local restaurant known for its exposed kitchen, eclectic menu, and deep wine list. We had just seen a movie and recognized that, since it was a weeknight, the restaurant may no longer be seating guests. As we entered
Yesterday, my family and I went to a local franchise sandwich shop for lunch. This shop is unique in that you record the specifications of your order (e.g., white or wheat bread, choice of cheese, type of drink, etc.) on a brown paper bag that serves as written confirmation of
I received a voice mail on November 12th from a good friend of mine, Shawn. He had just checked in to the Edmonton Marriott at River Cree Resort in Alberta, Canada. Here’s a portion of the message transcript: [begin message] I walked in the front door of the Edmonton Marriott
Too often operators recognize employees for the job they do with processes rather than customers. I recall hearing a perfect example of this from a consultant named Rick Tate: When a restaurant hostess is hired to greet guests and make them feel welcome as they arrive, she also recognizes there
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