The Revolution You Just Read About Ended Two Years Ago
A piece about a restaurant labor model went around this week. Operators shared it, a newsletter summarized it, and it was published on September 5, 2024. Nobody in the chain checked the date, including me.
The Industry Only Owns One Dictionary
Three pieces of restaurant counsel crossed my desk this week from three unrelated companies. Every one recommended a Road 1 instrument in Road 2 language, and not one named the road. That is not three failures. It is the operating...
There Is No Such Thing As Guest Experience Preference
Guest experience preference is not measurable. The instrument reads a Customer, returns that portrait, and the operation designs a Customer Experience.
![The [VoC] Industry Sells You The Silence Of Your Guests](https://hacksterism.jeffreysummers.com/wp-content/uploads/2026/08/Depositphotos_421424488_L.jpg)
The [VoC] Industry Sells You The Silence Of Your Guests
The Pattern The Voice of the Guest industry has a naming problem. What it sells is not the voice of anyone. It is a survey program. A dashboard. A composite score. A prescription engine that generates recommended moves against variables...
Every Loyalty Program Redesign In QSR Is A Guest Contract Violation
There is a category of restaurant industry writing that gets produced with the confidence of pricing analysis and the frame of a Road 1 instrument, and it looks like this: the writer identifies a loyalty program mechanic that extracts more...
