The best companies make strengths out of their weaknesses. If you want to get the most from your business, you really don’t have any choice. Yesterday I was on the phone to a frankly excellent customer service department of a consumer electronics company. The phone was answered quickly, the person who answered was smart, funny, and … Continued
If you want to increase profits and asset value, pay your people more. We all spend a lot of time thinking about employee retention, attracting great candidates, and providing good benefits. It’s vital to have a stable workforce that understands our culture and our systems, and that takes care of customers in the way we want … Continued
Our server forgot to fire our third course. Which would normally lead to eye rolling, dissatisfaction, exasperation or worse. But the first two courses had been so . . . good, each plate so so well-conceived and unique to Dallas, and we had ordered so much food that we were satiated and almost grateful, ready to … Continued
Businesses start because they’re good at something. The best businesses grow and prosper because they become good at everything. Most business people know where their weak spots are. The best business people do something about them. I’m reflecting on two of the restaurants I visited in Dallas on a recent weekend. One of them is … Continued
Businesses tend to build their foundation on one thing they do really well. The best businesses then import competence and develop the skills that do not come naturally to them. Eventually they have the complete package, even though they still rely on the thing that they do the very best. In that way, a business … Continued
People prefer to buy from people they like. We like to know a little history about a business. We like to think we are doing business in someplace special, with special people. The most successful businesses have great stories to tell and these stories serve to engage their associates and customers in what makes their … Continued
The best operators constantly update their image, offerings and physical plant or they risk falling behind. In a market where product changes quickly, information between customers who notice anything outdated or inferior travels even faster. Operators who fall behind eye deteriorating circumstances and think they can get by without re-investing in their product and facilities. … Continued
I know a restaurant manager who says,“Mistakes are unacceptable. But I do offer forgiveness.” That’s certainly one way of looking at it. Not my approach. I read a book that mentioned perfection. The author said it was the denial of humanity. We are all human, but what human can afford to make serious mistakes when they open a new business? In … Continued
I had a pizza delivery at my house last week but, sadly, the Caesar salad we had ordered was missing. No big deal, we had plenty of salad in the refrigerator and were happy to have our pizza. We needed to eat quickly to get to a basketball game. A half hour later the doorbell … Continued
The best management teams are balanced, cover each other’s blind spots and use their time wisely to make outstanding decisions. On February 7, I volunteered along with a group of restaurant industry professionals to staff and judge the 2012 Dallas Regional Texas ProStart Restaurant Competition. The event was sponsored by the Greater Dallas Restaurant Association and Texas … Continued