My family and I recently dined out at a quick service Mexican grill. While I was providing my order to the prep person behind the counter, I observed the sales transaction of the customer who was ahead of me. At no point during the transaction did the cashier smile or
Earlier today I stopped by my local Safeway supermarket. I was picking up the necessary ingredients to make a pretty unoriginal meal: spaghetti and meat sauce. Deciding it might be interesting to surprise my family with a unique twist on a common meal—in our household anyway—I looked at the seasoning
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
I recently heard a story about a Paradise Bakery & Café general manager who earned the nickname “Cowbell Sandy” from her adoring staff. It seems that a couple of years ago she started an incentive program to increase add-on sales of bottled water, cookies, and other high margin items. She
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