After 32 years in the restaurant business, I began to wonder, just what I could achieve if I put my mind to it. What could I do that might last, and improve the world around me. I began to realize I have not had a guest complaint about me, or the service I provided since, well, I cant remember. That does not mean, I never made a mistake or everyday was perfect. I never mistreated, or stopped caring about the guest I was serving.I never worried about tips, counted tips, or stressed about the money end of things. I began to realize it was my approach to the matter that made the difference. By focusing on the guest and the execution of service, I began to realize restaurants taught this, instructed this, yet some how an entire industry forgot this. I began to focus on the guest. With a background in Psychology I was able to identify the motivations behind restaurant operations and the expectations of the guests.And by adjusting operational procedures something fantastic happened. It all got easier. I started consulting and that is a slow road. Odd positions here and there allowed me to conduct social experiments, and test theories. I found it is possible to improve the business and the reflection and satisfaction of the owners through the development of intentional experiences. Down to the detail how to accomplish marketing, training, retention in fresh way. All I had to do was get a website. and write a book, or operations manual then 2020 happened. At first I was going to give up thinking the universe had shut the door on me, Then I thought about the those guests, some I am sure think I'm crazy, I thought about owners who have everything on the line. Now I believe the industry did not shut the door. It opened it wide and waited. The Restaurant Gods have paused the industry. If this is a reformation of the restaurant industry, then this is the beginning of the resurrection of service. Restaurants worry about profit first, and I understand making money is the goal. The guest is the last consideration. It reflects in the routines and common practices, all over. I created a paradigm of service that I am bringing to restaurants that see the value in the approach. I am assembling those like minded professionals in the industry, I am assembling you the guests. Your feedback and expectations will help to shape the places you visit in the future. Tell us what you enjoy, and tell us those things that keep you away. Its all about you.
