Today, Angus takes us to Paris and shows us what great experience is all about. The atmosphere in Parisian speakeasy-style pubs transports guests to another place and time.

This clip made me think about the experience I feel in my neighborhood sports bar: when it’s done right, it’s like I’m at the game!

Watch this week’s video and ask yourself: what about the experience you are you delivering to YOUR guests is special or unique?

Cheers!

PS: Sean will be speaking at the International Restaurant & Foodservice Show of New York on Monday, March 5th! Click the banner at right for more details!

“Our online negative feedback was down nearly 55% since my team and I began making it a focus of our weekly meeting four months ago,” reported a restaurant district manager I spoke with last week in New Orleans.

That is great news, but I asked him WHAT people were complaining about, as I believe that the VOLUME of complaints is far less important than the REASON for them.

We had a quick look online. During peak season, the majority of his negative feedback revolved around wait times for tables and speed of service.  However, more recently, customers were complaining about “rude staff” and (in some cases) “unhelpful/invisible management.”

I don’t know about you, but I would be willing to try a place out with a reputation for being not being “super quick,” but I am much less likely to subject myself to rude staff.

I suggested that in addition to counting complaints, he categorize them:

1. RED – brand damaging incidents that could cause readers to avoid visiting (People)
2. ORANGE – operational issues (Process)
3. YELLOW – things that MAY need tweaking (Style)

As a restaurateur, EVERY complaint I received was reviewed by my management team. Some warranted immediate action, while others were matters of opinion.

It is paramount that we know which is which,

We are now living in an era where being smart about social media is no longer an option.

Here is Barry Chandler with three tips on how to use social media to create a more genuine connection with your guests.

Onward and Upward!

I am on the road this week so I shot a video blog. Take a couple of minutes to see how I give myself a better chance to succeed each day!

From the Big Easy,

PS: I am doing a couple of talks today and tomorrow in New Orleans at Cheers. If you are there, make sure to come up and say hello!

For the first time in my career, I know that “working harder” will not allow me to achieve my goals. Working “extra hours” would be counterproductive – it would only run me down and take away from critical time with my family.

However, CHANGE does not come easy to me. In fact, it scares the hell out of me! The book Switch helped me turn a corner.

“Switch” helped me understand the mechanics of change and gave me a simple 3 step process:

1. Direct the Rider. Provide clear direction. What looks like resistance to change is often a lack of clarity. Specify manageable immediate steps in the right direction. Point to the destination and explain where you’re going and why it’s worth it.
2. Motivate the Elephant. Connect on an emotional level, to keep the Elephant moving forward. Shrink the change, so it doesn’t spook the Elephant.
3. Shape the path. If you want people to change, make the process easier.

This was an easy fun book to read filled with great stories and examples. I highly recommend it to anyone who is managing a team that needs to make some changes this year.

Enjoy and let me know what you think,

PS: I am doing a couple of talks next week in New Orleans at Cheers. If you are there make sure to come up and say hello!