This e-newsletter tends to go to successful people: people who remember what it was like to be a manager for the first time. There is a good chance that you were never more focused on management practices and making a difference than you were the first time you were given responsibility. When people begin their … Continued
The keys to building revenue in every business are understanding the lifetime value of a customer and learning how to turn occasional users into habitual ones. So I was glad to contribute to a discussion of that kind of success for the cover story in the current issue of Restaurantville Monthly, Eat/Pay/Love – Creating Customer … Continued
Last week, I had the opportunity to dine at Café Des Artistes in Puerto Vallarta, Mexico, the flagship of Chef Thierry Blouet’s empire. I didn’t realize it would also be an opportunity to witness exemplary teamwork. Chef Blouet’s award-winning restaurant offers a spirited competition for high standards between food and atmosphere, with service not far … Continued
Recently, I talked with the Dallas Business Journal‘s staff writer Steven R. Thompson for his article “Small Lucia eatery finds a big following.” Lucia has some of the hardest tables to get in Dallas and he wanted to know more about that phenomenon. In the article, Jennifer Uygur, who co-owns the restaurant with her husband, … Continued
On my way to meet a new client and tour their operation, I have landed at more than one tiny airport where the terrain resembled a third-world country. My first thought is usually, “What have I gotten myself into now?” Secondary and tertiary markets offer an opportunity to let a brand shine without massive competitive … Continued
The idea of building a business through great customer service is not selective. It does not discriminate, devalue customers’ opinion or take away their options. The dining survey and commentary organization, Zagat, now owned by your friends at Google, recently published “The 10 Most Controversial Restaurant Policies.” “No substitutions” was one of them. Split charges … Continued