Smaller Isnt the Answer Either
When a restaurant isn’t producing the margin it should, the building starts to feel like the problem. Too…
Loyalty Is Not a Discount Problem
What You’re Actually Measuring When operators talk about loyalty, they almost always mean repeat visits. And when they…
You Didnt Buy a Business Partner You Bought a Dependency
Four consecutive quarters of same-store sales declines. The most recent at negative 8.7%. A 22-year streak of comp…
Transactional Arbitrage The Five Bets Underneath Most Restaurants
Five levers, five closing gaps, and the model that doesn’t depend on either. Most operators don’t know they’re…
The Casual FullService Problem Isnt the Food
Walk into any casual full-service chain and count the friction points before you’ve ordered your first drink. The…
Do You Have Crabs
You’ve seen crabs in a bucket. Just when one gets close to the edge, the others grab hold…
The Case Against Behavioral Interviews
There is a hiring practice so deeply embedded in corporate America that questioning it gets you looked at…
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…
Loyalty Programs Dont Build Loyalty
The word loyalty has been hijacked. In the restaurant industry it has been redefined to mean a discount…
The Lost Opportunity Tax
It does not appear on the P&L. No accountant will flag it. No audit will surface it. No…