WHT The Ultimate In Transactional Thinking
Domino’s Pizza built a system for handling customer complaints that requires no human contact. An order arrives late…
The Lost Opportunity Tax
It does not appear on the P&L. No accountant will flag it. No audit will surface it. No…
Loyalty Programs Dont Build Loyalty
The word loyalty has been hijacked. In the restaurant industry it has been redefined to mean a discount…
The Problem With Employee Contests
After four decades in this business, one contradiction still amazes me: operators say they want teamwork and collaboration,…
Best Practices Usually Arent
By definition, best practices are what the crowd does well. They represent the aggregate experience of many operators…
Wrong Headed Thinking Scheduling
Every Shift Is The Only Shift That Guest Will See There is a scheduling philosophy in the restaurant…
Delusional Process Management Syndrome
There is a pattern so common in restaurant management that it deserves a name. A manager hires someone.…
Bad Employees Or Bad Leadership
I have never believed in bad employees. I believe in bad hiring processes. Bad training systems. Bad performance…
Its Not About Teamwork
Teamwork has become a marketing term or art. It sells books, training programs, workshops, and consulting engagements. It…
Is Restaurant Marketing Broken?
A colleague asked this question in a forum years ago. The answer has not changed. Yes. Restaurant marketing…