Blog

How Blind Hiring Creates MORE Unconscious Bias

Telling people to stop their biases often has the opposite result. Helping people notice their biases and blind spots helps them reflect and make a deliberate choice about their thoughts and behaviours towards others.

Great Customer Service Is Costing You Business

The terms service and hospitality are often used interchangeably. Though interrelated, they are not one and the same. Service and hospitality are two separate aspects of business and if regarded and used this way, can fundamentally change the results you create.

Customer Surveys Are Killing Your Business

Sprint finally realized: people don't stay on the phone for a damn survey! And, they decided, tricking people into it would be a worthy and profitable idea.

The 3 Most Common Misconceptions About Restaurant Managers

Many restaurant employees I’ve worked with wanted to become managers. They all had similar reasons for it: a bigger paycheck; a desire for authority and recognition; a more stable schedule. But most of them also didn’t understand what it means to be a restaurant manager.

What's Wrong With "Can I Help You?"

When the hostess finally looked at us, she asked the worst question any service professional can ask. "Can I help you?” She followed it up with a raised eyebrow. My cynical side wanted to come out say, “Well, I don’t know, can you?”

How Good Service Kills Your Restaurant

If you think service is why people return to your restaurant, It's a safe bet that you won't stay in business. "What?!” Let me help you out. You don't think people come to your restaurant thinking: I hope the staff is rude to me, my food tastes lousy, I wait for my drinks for an eternity, can't find my server when I need them, and hopefully they say "duces" on my way out, do you?

3 Ways To Keep Best People In Your Restaurant/Business

Ask any restaurant owner/manager what their biggest challenge is, I guarantee, hiring and keeping the best staff will make the top three on their list. Restaurants have high turnover, averaging over 66% annually, and with the payroll standard of 30-35% of total sales, let’s face it, there isn’t any room for hiring and training the ones that will bring your business down.