#brandexperienceandstory

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Got my cheeseburger at @shakeshack my friends! Yum is the word of the night! Btw every time I taste the tomatoes here I feel like they just picked them out of a secret underground garden or something! #foodie #brandexperienceandstory #food #dinner #burger #burgers #cheeseburger #cheeseburgers #somerset #yum
Never sacrifice the great customer experience that you provide. Cut administrative costs, use less resources, or eliminate poor selling products before ever messing with your key touchpoints. Customers will be thanking you for it! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #business #success #consultation #inspiration #inspirational #inspire #inspired #service #brandexperience #employees #attitude #culture #brand #brands #engagement #leader #leaders #lead #leadership #restaurant #restaurants
Treat your best customers like celebrities. They're the 20 percent contributing 80 percent of your revenues. That group is your road to profit! They should always have experiences even royalty would envy! Ask permission to put pics of them up in your dining area. Perhaps have a seat just for them with their name on it. Research who these people are and recognize how important they're to your livelihood! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #marketing #business #restaurants #restaurant #service #brand #brands #engagement #success #culture #consultation #brandexperience #work
Cause Branding is the creation of a brand with charity in its DNA from the beginning. One of the most famous examples I'm sure you have heard of is Newman's Own. Above is the listed mission they are all about. They have given hundreds of millions of dollars to causes since day 1 in 1982. Now I understand you might have a brand that didn't start out with such altruistic ideals. Still, it's never too late to start! Can you go on a mission of your own with your brand? #customerexperience #marketing #business #brandexperience #culture #consultation #brand #brands #engagement #startups #leaders #leadership #leader #inspiration #reputation #selling #sales #sale #sell #startup #success #entrepreneur #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #causes #cause #charitable #charity
I need to say something about retail supervisor responsibility here. You see, I was standing in a long supermarket line right next to customer service (they also had customers but like 3 at most). By the time I was about 2 people behind in a line of 9, customer service no longer had anybody. However, instead of taking somebody from the line I was in, they start putting stuff away for like thirty seconds (and a supervisor was with them too) purposely ignoring us. I would have walked over and tried to check out if there it wasn't for 2 new customers entering CS and completely pissing off everyone in my line. I watched as a woman screamed at the customer service workers about not wanting to help us and their supervisor letting them ignore us instead of calling us over. The two new customers refused to let her skip them so they started arguing. It was a mess security had to handle. Point is if you're a supervisor and see customers at a pain point you can fix (long line) then fix it! Putting stuff away certainly could have waited and our long line taken care of. Yes the woman was wrong for overreacting but so was the supervisor for ignoring us. Overall, solve customer pain points immediately if it's in your power and certainly don't ignore them. Customers hate being ignored! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #leadership #leader #leaders #lead #success #business #consultation #employees #attitude #brands #engagement #brand #work #brandexperience #culture
This structure can also be used for business storytelling purposes. Mike Bosworth is its creator. He wrote a book called "What Great Salespeople Do". Here is a fictional customer story example: 1. Setting: Eddie has begun to notice bald spots developing on his head when he looks in the mirror. Not a big deal, I mean its only hair right? 2. Complication: Eddie just ignores the bald spots at first but soon women reject him almost immediately when he attempts to flirt. When he plays pickup basketball with friends they poke fun at his head. His son is embarrassed when he picks him up from school. He is unfairly passed over for a promotion because he doesn't "present himself well enough". Finally his mom and dad come visit and mom verbally beats him into looking for a remedy. 3. Turning Point: Eddie takes a walk and runs into his high school gym teacher. The man used to be bald but now has a full head of hair (and he is 22 years older than Eddie). Eddie brings that up and the teacher immediately takes out his cell and makes a call to Dr. Wally Epstein, the Miracle Hair Man! Turns out he is free for a consultation in two hours. Eddie books and agrees to come in. Well him and Dr. Epstein hit off and both relate to being young single fathers. Eddie puts his trust into the Miracle Hair Man and three days later begins treatments. 4. Resolution: It took about 90 days to completely turn around but thanks to the support of Dr. Epstein our friend Eddie once again has a full set of hair. Within a week of his return to glory he lands two dates; gets compliments on his hair from his dudes; his son beams now when he picks him up; he lands a promotion after all; mom and dad take him out for lobster to celebrate. As for Dr. Epstein, he lands an advocate for life and his word of mouth game is stronger than ever! Now its your turn to adapt this structure to your marketing materials! #brandexperienceandstory #marketing #business #story #copywriting #storytelling #stories #entrepreneur #entrepreneurlife #entrepreneurship #startup #startups #brands #brand #contentmarketing #branding #customerexperience #customerservice #service #engagement #sell #selling #sales #sale
Practice patience in regards to making a sale. First you need to attract customers, then show them what you're made of. Do a well enough job and you should be able to pull off at least a few sales. Don't forget the power of free samples, a genuine greeting, and incentives to sign up for loyalty cards! #customerexperience #customerservice #branding #marketing #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #leadership #leader #leaders #lead #success #business #consultation #employees #attitude #service #engagement #sell #selling #sales #sale #brandexperience #brand #brands #restaurants #restaurant
A few months back I went to the dentist for my regular 6 month cleaning. After they finished, I was given a goodie bag filled with a toothbrush, toothpaste, floss and a booklet about caring for them well. That led me to think how cool it would be if restaurants did the same thing after a purchase! Think about it: A booklet with recipes, a pack of mints and a coupon for next time. A piece of Swiss chocolate instead of mints. A booklet about your history instead of recipes. A coupon to a local company instead of your place. During winter a travel pack of tissues included also. During summer a travel pack of suntan lotion included also. These are just starter ideas. What do you think? Would this be a cool way to help delight customers? Perhaps you can rotate the items every month to keep things fresh. Or at least change the recipes haha! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #business #success #restaurants #restaurant #service #brand #brands #engagement #marketing #brandexperience #culture #consultation #creative #ideas
Guess who's got 5 more restaurant pet peeves for you? This guy! 1. Ceiling fans that are way too powerful (not to mention a bit too chilly) that blow away cups, napkins and other light things. 2. When there are 2-3 lines and a new register opens near a certain one causing the person in front of the other line to get mad. This is admittedly a very hard one to deal with. That's why I prefer ropes being used and just creating one line. 3. When a certain popular item ALWAYS seems to be out of stock but is still featured prominently on the menu (and no signs are posted warning about it). Someone needs to either switch suppliers, order better or just take it off the menu. 4.If there is an outdoor seating area, nobody sweeps up the cigarette butts from the prior shift, it smells like tons of bug spray due to an insect problem and the geese poop is still fresh on the tables. 5. The place has posters involving extremely controversial conspiracy theories involving George W Bush and 9/11. Also the owner always has Alex Jones on and argues with people asking him to turn it off. #customerexperience #customerservice #branding #brandexperienceandstory #restaurants #restaurant #service #brand #brands #engagement #brandexperience #business
Here is a continuation of my ten biggest restaurant pet peeves from before: 6. Staff packing the napkins in holders so tight you can barely remove them. So when I spill ketchup all over my left hand it takes a whole minute to remove just one, le5 alone the other five I will need to clean up with. 7. Obviously drunk or high staff members. Slurring words and smelling strongly of a certain plant are tacky and unprofessional. Walking sloppy and looking 100% zoned out take away from a good customer experience. 8. Making a big fuss over handing out extra condiments. I've covered this before but it truly is nasty when an employee (usually the owner) gives you the look of doom for asking to get more ketchup or mustard packets. This almost always has to do with giving out inventory for free. If it's that bad, charge a quarter per extra packet but don't take the anger out on customers! 9. Owners on the phone with suppliers/creditors/consultants and so on arguing (almost always loudly) over a missed payment or some other financial difficulty. Doing this in front of the customers not only makes you look bad but takes away from a pleasant experience. 10. Ugly and/or dead plants or tacky knock knacks decorating the place. Others are dirty fish bowls/tanks and picture frames. #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #restaurants #restaurant #service #brand #brands #brandexperience #business
Somebody asked what my ten biggest pet peeves are when it comes to restaurant experiences haha so here goes in no particular order: 1. No soap in the bathroom. Ugh! Refill it immediately! I hope it hasn't been hours and every staff member washed their hands! 2. Gross toilet and/or stall. I'll just leave it at that folks haha. Either staff must clean it or hire an outside company to if its on defcon 5. 3. Rude and inconsiderate staff on a consistent basis. Like if you frequent a business and not once have they ever smiled at your return let alone greeted you. Even worse if they roll their eyes or look away from you. And I'm talking every time here haha. 4. Dry and stale food/flat and warm beverages. Please don't ever take warm soda cans and pour them into a cup with ice by the way! I see that all the time haha. Rest stops always seem to have dry chicken. 5. A loud and obnoxious owner. I especially get annoyed when they chew out staff in public. On a lesser note, it's annoying when they spout out conspiracy theories or controversial things they believe in. I'll round out the list later! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #business #restaurants #restaurant #service #brand #brands #brandexperience #service
Napkins. If you run a food truck, please have extra napkins on hand! Your customers will have a bad experience if you only give them one or two and the food ends up being messy. So if they eat tacos or wings with sauce on them and those two napkins get used up in like one minute what's going to happen now? Your napkin quota has just ruined their experience! If your truck is serving food that will be messy (and many, many do haha) please be generous with your napkin inventory and how many extra you hand out! Oh, and by the way, please dont charge for extra ones either. It's tacky to customers and will lessen their experience! #customerexperience #customerservice #branding #brandexperienceandstory #foodtruck #foodtrucks #restaurant #restaurants #service #business #brandexperience #brand #brands
Now what about your menu's impact on employees? Well first off, a simple menu makes it much more likely your cooks will master recipes and make them right every time. Its hard to master 50 items let alone keep their quality constant. It can be done, but I'm sure your cooks will not be happy. Speaking of which, how are your waiters supposed to be experts on all 50 products? Heaven help those who are asked detailed questions about the 25 rarely ordered items! Murphys Law will likely strike daily for all crew members with a super extensive menu! The same can be said for bartenders with drink menus. I recommend 6-8 cocktails at best and round it out with beers, wine and so on. So 20-25 drink items tops. Information overload is a real problem! So keep things simple for everyone. #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #leadership #leader #leaders #lead #success #business #employees #restaurant #restaurants #marketing #branding #menu #menus #selling #sales #sale #sell #customerexperience #customerservice #brandexperience #culture #engagement #brand #brands
Let me start off by asking you a question. Do you think its a good idea to be everything to everyone? Well on paper it sounds fantastic, right? Unfortunately, an idea on a piece of paper and real life results are two different things. The answer is even the most insanely efficient diner in the universe knows it's not the best thing to do. Believe me, the Pareto Principle is very much in play here. 20 percent of the items on a 50 item menu will sell 80 percent of the time. Because of this, as a small business lacking the cash of a McDonalds or Taco Bell its best to have a max of 30 food items (I would argue for you to pare that down even more actually). 36 max if some are breakfast items. Also, I'm sure you know differentiating your restaurant from the competition is necessary. Specialization really does wonders because customers believe certain items related to your theme are worth more in value than others that have nothing to do with your specialty. I mean when was the last time you ordered the pizza at a Caribbean restaurant or a cheeseburger at a Thai spot? So keep that in mind also next time you want to add Tacos to your Italian menu! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #marketing #business #brandexperience #culture #restaurant #restaurants #success #service #brand #brands #startups #menus #menu #sales #selling #sale #sell #consultation
When it comes to customer service, smart businesses put to paper a philosophy on their way of treating clients and employees. Usually this paper consists of a set of values and accompanying actions related to guest and associate care. This is an essential step in creating a business culture that you can be proud of. But it's only the first step! You see, the second step is implementation of your planned culture. Remember, a map is not the territory it represents. Said territory needs to be walked over and over again until the map can be put back into your pocket! As you may already know, leading by example is a necessary trait possessed by great leaders. You want customers greeted by their first name with a smile? Sure, go ahead and put that on paper as a mandatory action. Point out to employees they must implement this everyday without exception. Just remember, do this yourself and have the employees watch. If you don't practice what you preach, you might as well have never preached. Dave Thomas from Wendy's preached the importance of keeping his restaurants clean. That meant wiping counters, mopping/sweeping floors, and other tasks. Guess who did all that and more whenever he visited locations? Those associates who watched the top boss doing janitorial duties likely followed his lead! Banks, airlines, and convenience stores (three industries known for poor service) could really learn something from the late Dave Thomas. Next time you write down your service guidelines, prepare to show off said guidelines. Have associates take note that you walk your talk. Like previously mentioned, without discovering the territory the map is useless! #customerexperience #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #business #success #restaurants #restaurant #service #brand #brands #leader #leaders #lead #leadership #culture
Sometimes its best to be humble with your product claims. Saying your restaurant is best this, greatest that and so on better be backed up by quality ingredients or its going to completely backfire on you! Don't make those big claims if you can't deliver on them or word of mouth will be very negative. You say you're the best in NJ at bbq but the meat tastes cheap and isn't tender? Na! You might have great sauce. The sauce may have even won over 100 awards in media and competitions. But if the chicken and ribs are tough and the pulled pork tastes bland then so what? So now sure, I would buy your apple flavored rib sauce because its great and does deserve every award its won. But the meat matters just as much! So if you purchased cheap cuts or prepackaged stuff, it better be damn good but it usually isn't! You need the best the butcher has instead. Best Pizza in Staten Island huh? If that's so, then why is the bottom of the pizza so burnt? Why is there hardly enough sauce on it? Furthermore, why does the sauce taste just like Ragu? Why is the cheese so bland? And you have the nerve to charge $4 a slice? Get real! No wonder you're getting negative Yelp reviews! So sometimes the best thing to do is underpromise and overdeliver. If you overpromise you had better overdeliver! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #marketing #business #restaurants #brandexperience #startups #restaurant #brand #brands #success #service #engagement #sell #selling #sales #sale
"Business Storytelling" is all the rage these days. What exactly is the definition of a story though? I know it sounds silly to ask. After all, we have been hearing, watching and telling stories since we received the cognitive abilities to around 2 or so. Still, I think its important that we know the definition so we dont end up just telling "anecdotes" so to speak. So let's get right to it. In my opinion (I've been studying story since I first took a film summer camp at age 12 in 1997 so that's 21 years worth), a story is a individual or individuals (whether it's a human, an alien, a rat or a robot) going after a goal (whether its saving the galaxy, winning a boxing match or losing virginity) but met by serious challenges in its attainment (whether it's an evil empire, a more experienced opponent or being unattractive). An anecdote meanwhile doesn't need the conflict part (you make the best tuna fish sandwiches ever with ingredients you purchased from Whole Foods and that's it). So you as a business person want to tell of experiences with conflict instead of smooth sailing! You weren't saving the galaxy, but perhaps you were trying to save your town suffering from dull cuisine with your new restaurant. Or you weren't facing Apollo Creed but you were facing Proctor and Gamble or Coca Cola with your new detergent or soft drink. Or perhaps you weren't an unattractive geek trying to score for the first time but were a green business with no experience trying to find your first customer. Either way you now are telling a story with the proper elements attached! So overall, before you start down the business storytelling road, please know what exactly a story is (which you thankfully do now haha you're welcome)! Remember that I truly believe in you and also have your back anytime. #storytelling #story #copywriting #copy #sell #selling #sales #sale #business #marketing #branding #brand #brands #engagement #contentmarketing #brandexperienceandstory #brandexperience #entrepreneur #startup #startups #entrepreneurship #entrepreneurlife #entrepreneurism #success #stories #customerexperience
Reading 30 minutes-1 hour a day about ways to help out your business should be a top priority for you. Who knows how much more profit you could make because of that habit? #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #leadership #leader #business #leaders #lead #success #consultation #discipline #culture
Just because you may be able to put 50 food items on your menu like Cheesecake Factory or PF Changs doesn't mean you should. As a small business you are much better off with 15-20 max. First off, you lack the ability to keep huge quantities of fresh ingredients the way Cheesecake or PF Changs can. Even if you have the storage space, it doesn't make sense to have your cash flow screwed up by an insane amount of inventory. More than likely if you did have 50 items then 15-20 would be regularly ordered anyway. The others would just waste space along with the ingredients themselves. Remember that something frozen too long will probably not taste that good either. Unless you're a very popular diner, please don't try to stock all of that inventory at once! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #business #success #consultation #marketing #menu #menus #restaurant #restaurants #sale #sales #selling #sell #brandexperience #engagement
Tell em Uncle Walt! Actually, I would change "see" to "experience" and now the quote really pops. Yes, do your profession so friggin well that customers would actually have guilt if they didn't bring friends and family along next time to experience your magic! This means going from "satisfying" customers to "delighting" them by the way. Train your employees to take the same actions as you do and pretty soon your company will become simply legendary! Remember that I truly believe in you and also have your back anytime. #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #marketing #business #brandexperience #culture #employees #startups #restaurant #restaurants #success #service #business #brand #brands #engagement #sales #selling #sale #sell #leadership #leader #leaders #lead
Sometimes you have to take your marketing to the streets to attract new customers. Rent a booth at the county fair. Donate to a local fundraiser or place of worship. Have a float in your towns parade. Sponsor the silly half-time contest at local high school sporting events. Do whatever it takes! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #marketing #business #restaurants #restaurant #service #success #work #brandexperience #culture #consultation #brand #brands #engagement #volunteer #volunteering #volunteers #community #communities #leadership #leader #leaders
Don't start your business on shaky ground! Plan, plan, plan ahead! Preparation propels profits! Also make sure to strategize monthly and go over your progress weekly. Remember that I truly believe in you and also have your back anytime! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #leadership #leader #leaders #lead #success #business #consultation #employees #restaurant #restaurants #selling #sales #sale #sell #brand #brands #engagement
Sometimes the best thing you can do with associates and customers is listen without making a peep until they finish. Simple yet effective! Oh, and find a solution to what they just told you about if possible (or refer them to someone who can help). #customerexperience #customerservice #employees #communication #success #business #leader #leaders #lead #leadership #service #startup #startups #selling #sales #sale #sell #entrepreneur #entrepreneurlife #entrepreneurship #brandexperienceandstory #listen #listening
There is a huge difference between having a brand that is cheap and a brand with discounts galore. One can still succeed on its own merits despite small margins if quality is showing (think Arizona Iced Tea or Utz Chips) while the other will usually come to be seen as desperate and probably inferior to its competition by consumers (even with good quality). So like sweets or saturated fats, use discounts sparingly! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #marketing #business #brandexperience #brand #brands #restaurants #restaurant #service #success #startups #selling #sales #sale #sell
Just remember that what gets measured gets managed. Its critical that you set employee expectations, hold them accountable, and make sure those expectations are tracked and reinforced. Whether you use secret shoppers, customer surveys, cameras, or any other tool, measure and manage employee behaviors! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #leadership #leader #business #restaurants #brandexperience #culture #employees #consultation #brand #brands #engagement #restaurant #success #service #leaders #lead #sales #selling #sale #sell #team
A negative attitude is very contagious and damages relations with customers and associates. Attempt to change it immediately (if not for your sake, then those around you). Challenge your negative thoughts right away with positive questions. Excuse yourself from the floor for a couple minutes to recharge your upbeat batteries with visualization and deep breathing. Do whatever it mentally takes to swing your pendulum back to the positive side! #customerexperience #customerservice #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #leadership #leader #leaders #lead #success #business #consultation #employees #attitude #inspiration #inspirational #inspire #inspired #service #brandexperience #work
Check out your competition every now and then. Study what they get right and wrong. Use what you observe as inspiration to up your own game. Sam Walton used to do this all the time and so can you! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #leadership #leader #leaders #lead #success #business #consultation #brand #brands #engagement #service
Restaurant Observations: 1. Why is it that so many bars have such horrible soda? Hahaha just this summer as the designated driver I've had at 6 different places 4 Cokes that tasted like a failed middle school science experiment and 2 Sprites that tasted like lemon lime depression! Those soda guns need to be cleaned or something! 2. I truly wish more places that make pastrami or corned beef sandwiches offered spicy brown aka deli mustard instead of just yellow! Yellow goes horribly wrong with a NY style item like that! 3. Those places using more breading than fish on their fish and chips meal truly drive me to switch designated driving roles for the night! 4. If you offer a kids meal, just because you offer the course for $6 doesn't mean you have to gross them out with dollar store TV dinners! Even a cheap meal for children ought to be ten times better quality than that! Please feel free to send me any questions you might have about customer/employee experience, business storytelling and restaurant marketing! I'm also available for hire to consult with you on those subjects. #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #marketing #business #restaurants #brandexperience #restaurant #startups #brands #brand #sales #selling #sale #sell
Once in awhile, step into a luxurious store such as Nieman Marcus, a steakhouse like Ruth Chris or a hotel like Four Seasons and purposely experience the quality service they give (even if you only get as far as the sales floor or lobby). Ask for assistance and notice how the workers respond. Better yet, wait to see how long it takes for one to approach you. Then remember those great behaviors next time you work on improving your own service culture. #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #leadership #leader #leaders #lead #success #business #consultation #employees #attitude #engagement #brand #brands #restaurants #restaurant #service #brandexperience
It's a terrible idea to shoot a skunk! Once passed over to the other side, they will bring on the funkiest, stinkiest odor since a T-Rex's breath! There's no good reason to shoot a skunk! I mean, they are harmless, not exactly tasty, and worst of all extract the nastiest smell ever when harmed! You're better off putting that gun of yours away and acting like you never saw the creature! Likewise, when there is a popular or beneficial policy that favors the customer, you are much better off leaving it alone instead of changing it up. For example, I've seen restaurants that change their policy from unlimited refills to one refill on soft drinks. While you may save some money from this, it's bound to upset many of your customers who were used to the former policy. Staying with the restaurant example, there are also some that switch from allowing sharing of meals to treating anyone who does that like they just knocked over an expensive statue. Or how about when some companies start charging extra for ketchup and sauces? These are all customer unfriendly policies that will hurt you in the long run. I like saying that customer loyalty is priceless and an advocate is worth their weight in gold. Don't ruin things for your company just to save a few bucks! You do this at the expense of losing future revenues from unhappy customers. Popular policies have no need to be shot because the odor that results will likely keep customers away! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #marketing #business #restaurants #brandexperience #culture #employees #startups #restaurant #brand #brands #engagement
What do you think separates you from your competition? Perhaps its your: Level of Service (Ritz Carlton, Lexus, Zappos, Disney) Price Points (High for Rolls Royce, Four Seasons, Rolex, Vitamix. Low for Motel 6, Five Below, Taco Bell, Wal-Mart) Belief Systems/Culture (Chic Fil A, Hobby Lobby, Patagonia, Body Shop) Hip Brand Image (Target, Hollister, Shake Shack, Journeys) Product Superiority (Dyson, Apple, BMW, BP) Lively Brand Image (Chipotle, Geek Squad, Tesla, Dave and Busters) Complete and Utter Fun (Six Flags, Disney again, Dave and Busters again, Spencers) Refined and Successful (Mercedes Benz, Bellagio, Union Square Hospitality Group, Saks Fifth Ave) Funny and Personable (Southwest Airlines, Progressive, Tilted Kilt/Hooters, Circus Circus) What would you say separates you? There are so many other kinds of categories to differentiate yourself with and of course they overlap at times (think Southwest with Funny and Low Price Point) but still this should help you figure it out if you haven't already. Have a great week! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #leadership #leader #business #brandexperience #culture #restaurant #restaurants #success #service #team #teams #teamwork #brands #engagement #lead #brand #brands
Why complain that you could of been a contender when you still have a chance to become one today? Unlike Marlon Brando in On The Waterfront, you have no mafia blocking you from reaching your dream. So go for it starting right now! #motivated #motivational #motivation #motivate #inspire #inspired #inspirational #inspiration #attitude #brandexperienceandstory #leader #business #leadership #lead #leaders #startups #startup #entrepreneur #entrepreneurlife #entrepreneurship
Its always good to take a step back and assess a situation for a couple of minutes when a problem occurs. Quickly analyze what exactly is happening that causes conflict and the most civil or effective way to deal with it. Excuse yourself from the room if you must, close your eyes and breathe deeply. Then put your problem solving skills to work! Even if you can't find the perfect solution, at least find one that will work and be a win-win! #customerexperience #customerservice #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #leadership #leader #leaders #lead #success #business #consultation
"Hi, how are you today" is a much better sales conversation starter than "May I help you". Both are much better than "Whadda want". All three are better than "Yeah"? Finally, all four of those are better than "Can't you see I'm busy right now"! Remember to watch the language used at your business! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #leadership #leader #business #brandexperience #culture #employees #consultation #brand #brands #engagement #leaders #sales #selling #sale #sell #lead
Be true to yourself in business, but also remember you need to sell a product or service that customers will actually purchase. That means don't be stubborn and sell only what you would want to buy. Otherwise you won't be in business for very long and stuck with nonmoving inventory! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #marketing #business #restaurants #brandexperience #restaurant #leader #leadership #service #leaders #lead #sales #selling #sale #sell #startups #success #brands #brand
Sometimes the parking lot of your place of business will determine whether customers frequent it. Sadly, you can have great product and service but if the lot scares the heck out of customers (and will likely cause car damage), the possibility of failure is high! Besides, if it seems you could care less about ruining their vehicle, then same goes for caring about them! Also never allow it to look like a mini landfill. So keep your lot on spot! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #restaurants #restaurant #service #brand #brands #startups #brandexperience #business
The urge to lash out at those who give negative reviews about your company on social media is admittedly a very strong one. Who doesn't have an instinctive feeling they are pretty much attacking you personally? Well, I urge you to close your eyes, take a deep breath and assess the situation before you ever do that. Attacking them will do nothing but make you look bad. Please for the sake of your reputation don't do it! Come up with a diplomatic response instead and use the moment to learn about and improve flaws in your operation. Oh, and you might even win over that same customer after doing so. #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #branding #brandexperience #culture #consultation #brand #brands #restaurants #restaurant #service #leader #business #leadership #lead #leaders #startups #yelp
Restaurant Observations: 1. Please have your servers and managers be as kind as possible when somebody is unhappy with an order and wants to return it and/or exchange it for something else. Dont make the customer feel guilty for not liking the meal. Even if everything was cooked perfectly fine, even if its wasted food costs, please still show empathy and a positive attitude! There aren't alot of restaurant turn-offs worse than being treated nasty for returning something. 2. If you want to do well with dessert, use a very local bakery as your exclusive supplier. Have them bake fresh entrees daily and dont freeze like ever haha. Your desserts will have a great reputation. Just make sure to promote them daily or include them in a package deal so your turnover matches daily supply. You can also have the bakery promote your business with cards and coupons (make sure to mention the bakery and that it creates all desserts fresh in your menu). 3. A very fun publicity stunt is to hire a celebrity who has seen more popular days to pull a 6 hour shift for a couple of hours. It wont be cheap but it wont break your bank either. For example use retired professional athletes, professional wrestlers, former reality stars and actors who haven't had any recent hits. Even hire social media stars. #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #marketing #business #restaurants #brandexperience #culture #restaurant #startups #brands #engagement #brand #leader #leadership #service #leaders #lead #sales #selling #sale #sell
Restaurant Observations: 1. A loaded baked potato is a popular and easy menu item to have as a side dish. I think Outback makes the best one (with sour cream, bacon bits, cheddar cheese and chives). Texas Roadhouse does well too. 2. If you serve tacos and burritos at your facility, purchase a mild taco sauce to go with it (Ortega makes a pretty good one you can get from any supermarket). Not everyone is fond of super hot sauces and more often than not there seems to be no choice for mild at alot of these eateries. 3. Please keep the waiting area floor and seating as clean as a whistle! If those parts of your place gross people out, you can bet they will either leave or subtract points from their overall experience because of it. 4. Please don't kill a drink with too much ice unless it was specially requested! Nothing worse than a Coke with ten cubes in it becoming water in five minutes! Practice moderation with ice (besides, its part of your costs so not a good idea to overkill it anyway)! Everyone enjoy your weekend. #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #marketing #business #restaurants #brandexperience #culture #consultation #brand #restaurant #sales #selling #sale #sell #brands #startups #engagement #business
Restaurant Observations: 1. Frozen bread is never as good as fresh bread. Actually, please try to avoid using frozen bread as much as possible haha. It would be best if never used period! Ok, maybe for personal use but never for selling! 2. What about frozen pizza? What if the dough is frozen? Its fine if you run a movie theater or a Chuck-E-Cheese I guess haha. For a regular restaurant or bar? Na! Actually, never do that if you can help it! 3. If you make cheesesteaks, do yourself a favor and use a fresh (not frozen) roll and top it with Cheese Wiz (authentic Philly style) which is much better than Yellow American or Provolone on it (not hating on those cheeses, don't get me wrong. Just not authentic). 4. If you do make fresh pizza (good for you by the way haha), please don't be skimpy with the sauce! Nothing is worse than a pie with evaporated gravy! Yes, I referred it as gravy which is the proper Tri-State way! Have some love for those squashed tomatoes! Enjoy your weekend everyone! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #marketing #business #restaurants #brandexperience #culture #consultation #startups #restaurant #pizza
Look for the superfans of your brand (that 20 percent making you 80 percent of revenues) and treat them like superheroes (after all, they're the Spider-Men and Wonder Women of your business)! When you think of wonderful profits, think of them! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #marketing #business #brandexperience #culture #consultation #brand #brands #engagement #startups #restaurant #restaurants #success #service
Don't forget to experiment with new ideas for products, services, customer/employee service and marketing. If the idea doesn't work out well at least you tried! On the other hand, it might just have a huge impact on your business! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #marketing #business #brandexperience #culture #employees #consultation #brand #brands #engagement #startups #leaders #leadership #leader #business #restaurants #restaurant #lead #idea #ideas #success
The villains of your company are anything or anyone sucking potential revenue out of it with no chance of a return on investment. Its the employee constantly giving away drinks at the bar to his or her friends and family. Its the employee so rude and sour that they scare off customers. Its the employee who constantly pervs on attractive females and earns your business a bad reputation. It can also be a system that's so strict it repels customers (like no alterations on an order or fines for canceling appointments). Or maybe its just tons of store decor nobody likes or inventory nobody purchases that will sit around forever. Whatever it is, find it and get rid of it! Keep your business healthy! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #leadership #leader #business #restaurants #brandexperience #culture #employees #attitude #consultation #success #service #team #teams #teamwork #brands #engagement #startup #brand #reputation #restaurant
Here is an example of the Storybrand structure by @donmilleris used on the film Tommy Boy starring Chris Farley and David Spade. Remember, this is the structure: 1. A character 2. With a problem 3. Meets a guide who understands their fear 4. And gives them a plan 5. That calls them to action 6. That results in 7. Comedy aka Success or Tragedy aka Failure Use this for your brand today! #customerexperience #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #storytelling #marketing #business #restaurants #brandexperience #culture #consultation #contentmarketing #restaurant #story #selling #sales #sale #sell #brand #brands #engagement #stories #leader #leadership #leaders
Top Twenty Business Role Models of Mine In No Particular Order (I know none of them were perfect. Walt and Sam and Ray had flaws. I also don't hold the same political beliefs many of them did or do. But it's the traits of curiosity, perseverance, creativity, showmanship and so on that I follow): 1. Walt Disney 2. Sam Walton 3. Ray Kroc 4. Dave Thomas 5. Norm Brinker 6. Richard Branson 7. J. Willard and Bill Marriott 8. Herb Kelleher 9. Steve Jobs 10. Mary Kay Ash 11. Colonel Sanders 12. Tom Watson Sr and Jr 13. Conrad Hilton 14. Tom Monaghan 15. Wally Amos 16. Fred Smith 17. David Neeleman 18. Jay-Z 19. Berry Gordy 20. David Geffen #business #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #branding #brandexperience #culture #leader #leadership #leaders #startups #brand #brands #learning #rolemodel #rolemodels #success
Remember not to discount your business to death. Sometimes sites like Groupon or Restaurant.com actually do more harm than good. If nobody will come to your business unless you have a deal going on then you truly have a poor brand image. You don't enjoy the true revenue potential your company deserves because your margins have gone to crap. That's why discounting should be a rare occurrence and at best used on unpopular products you need to move. Keep a strong brand image by rarely using discounts. Happy hour is another story though. Just make sure it's used on items like appetizers, desserts and domestic beer instead of entrees or premium beers. Trust me on this one! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #marketing #business #brandexperience #brand #brands #restaurants #restaurant #service #success #work #pricing #price #startups #leadership #leader #leaders #culture
Don't sell yourself short when it comes to pricing products and services. If you truly feel that your delicious entree is worth $18 instead of $13, go ahead and achieve that margin. People might like an inexpensive item but they love a quality one providing greater value more. Think IPhones and Chipotle here. So don't be afraid to have a higher price for a product or service if its value is off the chain! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #marketing #business #restaurants #brandexperience #leadership #leader #leaders #success #service #brand #brands #restaurant #sales #selling #sale #sell #startups #menus #menu #pricing
Remember the Beach Boys song "Be True To Your School"? Well my band Excellent Experience will be remaking it as "Be True to Your Values" on our new album "Raving Service Maniacs"! So remember to run your business with your values up front and ego in the back. Lets all get my song to #1 by following what we truly believe in and delighting customers that way! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #leadership #leader #business #restaurants #brandexperience #culture #consultation #brand #restaurant #values #service #brands #success #leaders
The more prepared you are for Murphy and his Law, the better things will turn out for you and your business! Believe me, coming up with procedures for worst-case scenarios and other potential difficulties is a must. You will thank yourself when Murphy comes around (and he sure as heck will)! #brandexperienceandstory #consultation #business #restaurants #brandexperience #culture #restaurant #startups #startup #brand #brands #branding #leader #leaders #leadership #success
Two nights ago I was passing through Popeyes and I noticed a table tent at my table. I must admit, I was impressed with the way it served as a coming attraction for next months meal promotion. Almost reminded me of the coming soon posters you see in a movie theater (only it was a table tent haha). I think any restaurant can borrow this technique if they run monthly promotions. So table tents can pique your customers attention with coming soon images movie theater style! Oh boy, writing this made me hungry for a large serving of Cajun Rice! To the fridge I go! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #marketing #business #restaurants #brandexperience #contentmarketing #brand #startups #brands #engagement #advertising
Don't scream, just breathe. Screaming at your employees just makes things a million times worse. Take deep breaths instead and keep calm! #employees #attitude #consultation #engagement #startups #leaders #leadership #leader #business #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #advice
Don't be your own worst antagonist. Keep your cool at all times when you're running things! Otherwise you may regret the moment you lost it for the rest of your life. Strong words, I know. But in this day and age, its never been more true. You don't want to end up on social media looking like a nutcase for blowing your lid. Next thing you know your business is on life support if you own one or you're fired from your job. It seems to occur twice a month in this age. Do what you must to keep your cool! #customerexperience #customerservice #attitude #consultation #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #leadership #leader #leaders #culture #business #success #discipline #employees #engagement #advice
Content is truly king these days and the pen is truly mightier than the sword (well more keypad than pen these days). Brainstorming ideas for content marketing on a daily basis is a must! Also remember to make your content based on topics your customers and prospects are interested in! #customerexperience #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #marketing #business #brandexperience #culture #consultation #contentmarketing #startups #leaders #leadership #leader #inspiration #inspirational #inspire #inspired #creative #creativity #idea #ideas #branding #brands #brand #create
Rules of success from Kemmons Wilson, the man who founded Holiday Inn! Enjoy! Obviously you can replace #20 with your own religious creed or just creed in general if non-religious. #16 can now be followed easily as alarm clocks are on your device right now. Please feel free to shoot me any questions you might have on customer/employee experience management, business storytelling, branding, marketing and company culture! Remember that I am also available for hire to consult on those subjects. #entrepreneur #entrepreneurlife #entrepreneurship #startup #startups #leadership #leader #business #success #consultation #inspiration #inspirationalquotes #inspired #inspirational #motivated #motivationalquotes #motivational #motivation #attitude #leaders #culture #brandexperienceandstory #advice
It always bothers me when a restaurant lowers its quality in order to save costs. Whether that means switching to inferior suppliers or taking away an essential ingredient from a recipe, it will probably hurt them in the long-term. Customers might not notice, but thats not guaranteed. Unfortunately, they might dislike the new direction you're taking and never come back. While im not saying switching from Hellmans to Miracle Whip or Hersheys to Nestle will doom your business, going from Haagan Daz to Breyers or homemade sauce to Ragu just might! Be careful with sacrificing quality for costs! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #business #brandexperience #restaurants #restaurant #service #brand #brands #quality #consultation
One more for the night from the great @shephyken my friends! How many times have you or someone you know barely been trained like one time on your employers mission and vision? It usually occurs on a video hosted by either the CEO or some actor/actress for like forty seconds tops. They read the mission and vision, then move on to the stuff lawyers require to be discussed. How inspirational! If you're lucky the host of your training will be the one to go over it and they might even quiz you on it before the day is over. But that's it folks. You never, ever hear about it again! That is absolutely the wrong way to do things. Instead, at least an hour or two at minimum should be spent with trainees on the company mission and vision. Their next shift it should be discussed again for a minimum of thirty minutes. The shift after that discuss it for at least fifteen minutes. Finally and from then on out, reinforce the mission and vision on every shift for a minimum of five minutes. Whether its through conversation or as a text message, consistently keep them on top of mind for your staff. Oh and before I forget, give examples of behaviors which pertain to your mission and vision as well along with behaviors to completely avoid. You must make the behaviors concrete so be specific as to what can and can't be done! Overall, make sure your mission and vision are just as important to staff as dress code/breaks and played out on the stage of your business each time, every time. Remember that I truly believe in you and also have your back! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #leadership #leader #business #brandexperience #culture #employees #attitude #consultation #success #service #team #teams #teamwork #brands #engagement #brand #mission #vision #work #winning
@shephyken knows his stuff. Damn right you'd better have a staff dedicated to delighting customers and being selfless helping fellow co-workers as well! After all, it takes a team to deliver excellent service consistently and create solid guest loyalty! So make sure to train for and reinforce a culture that brings customers back over and over again. #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #brand #brands #engagement #startups #leaders #leadership #leader #business #brandexperience #culture #employees #attitude #consultation #success #service #team #teams #teamwork
The wisdom of my main man @shephyken at your service my brothers and sisters! Shep is truly a man worth listening to, especially when it comes to business advice. Provide all you've got to give wrapped up in an extremely mesmerizing experience and it's gonna be all the way life for you! #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #brand #brands #engagement #brandexperience #culture #employees #attitude #consultation #success #leader #leadership #service #startups #business
I love it @shephyken haha! Action is the answer! Well strategize first of course but making plans without executing them won't do you any good! #success #consultation #inspiration #inspirationalquotes #inspired #inspirational #motivated #motivationalquotes #motivational #motivation #attitude #business #brandexperienceandstory #winning #startup #startups
Hold a random drawing for customers every week where the winner gets a $25 gift card to the movies (and throw in a box of Goobers or Whoppers). Make sure that the customer give theirs email and/or cell phone and permission to market to them in order to enter. You might even do 2 winners a week. The same can be adapted for staff, either as a drawing or for things like total sales or c-sat scores. The goals would be to capture customer contact information and to reward staff for a job well done or just to have fun with a drawing. #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #marketing #business #brandexperience #culture #employees #consultation #brand #brands #engagement #startups #contest #contests
They say don't bite the hand that feeds you. Well I say don't bite the hands that make you money! Those hands of course belong to your customers and employees. Without them, you have a hobby instead of a business. Even when you have the urge to tell them off or ignore them, do everything in your power to remain calm and carry on! I promise you it will be a million times smarter decision than losing your cool. I will be the first to admit doing this is harder than it sounds. Your adrenaline will be pumping and your pride will be begging for defense. I've been there before. I've been called an idiot, an a-hole and a dumb-a by customers who weren't getting their way. Even though I was following policy and was in the right, I was treated like a villain. I'm sure you can relate. Still, I found the inner strength to focus on my breathing and remind myself what they were saying about me wasn't true and said out of anger. Most likely they would have apologized for their behavior after thinking it over. I also came from a place of holding my standards high and not allowing myself to stoop to a low level. In the end I actually had more pride in my level of self-control than having defended my honor so to speak. The same could be said about conflicts you will have with staff. So overall, dont let your emotional vampire come out and keep those fangs to yourself! Remember that I truly believe in you and also have your back anytime. #customerexperience #customerservice #branding #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #startups #leadership #leader #business #brand #brands #brandexperience #culture #employees #attitude #consultation #success
If you don't put a short synopsis of your brand story on the back of your restaurants menu, then I think you might be missing out on a great selling point. Talk about your background, your inspirations, and your brand purpose and promise. Believe me when I say it can make a difference! #customerexperience #storytelling #marketing #business #restaurants #brandexperience #contentmarketing #brand #story #copywriting #consultation #copy #startups #brandexperienceandstory #entrepreneurlife #entrepreneurship #entrepreneur #startup #branding #brands #engagement #stories #menu #menus #restaurant
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