Podcast
Questions and Answers
What common features can mobile guest apps provide to enhance the customer experience?
What common features can mobile guest apps provide to enhance the customer experience?
- Catering for large events and live music notifications
- Menu planning assistance and chef recommendations
- Skip-the-line ordering and rewards functionality (correct)
- Discounts on all menu items and private dining reservations
What is a key benefit of using servers equipped with technology in a restaurant setting?
What is a key benefit of using servers equipped with technology in a restaurant setting?
- They eliminate the need for customer reviews and feedback
- They can replace the need for a POS system entirely
- They can instantly provide dietary restrictions and allergy information (correct)
- They will reduce the number of employees needed on the floor
Which factor was identified as a top priority for consumers seeking a positive customer experience?
Which factor was identified as a top priority for consumers seeking a positive customer experience?
- Ambience, decor, and entertainment value
- Innovative menu items and exclusive promotions
- Speed, convenience, and friendly service (correct)
- Personalized dining experiences and customer loyalty programs
Why is it important for restaurant owners to pay attention to customer feedback?
Why is it important for restaurant owners to pay attention to customer feedback?
How can restaurant owners utilize social media effectively?
How can restaurant owners utilize social media effectively?
What does Danny Meyer suggest restaurant owners should do with their own dining experiences?
What does Danny Meyer suggest restaurant owners should do with their own dining experiences?
What is the significance of hiring great employees for a restaurant?
What is the significance of hiring great employees for a restaurant?
Which of the following is NOT one of the six emotional intelligence skills recommended for hiring?
Which of the following is NOT one of the six emotional intelligence skills recommended for hiring?
What is the primary focus for retaining great employees according to Danny Meyer?
What is the primary focus for retaining great employees according to Danny Meyer?
How much more would 42% of customers be willing to pay for a friendly dining experience?
How much more would 42% of customers be willing to pay for a friendly dining experience?
What is a key aspect of maintaining a strong staff after hiring great employees?
What is a key aspect of maintaining a strong staff after hiring great employees?
Which stakeholder does Danny Meyer prioritize last?
Which stakeholder does Danny Meyer prioritize last?
Which factor might weaken the customer experience during a price increase?
Which factor might weaken the customer experience during a price increase?
According to Danny Meyer, what is emphasized more in the customer experience?
According to Danny Meyer, what is emphasized more in the customer experience?
What approach should restaurant owners take when selecting candidates?
What approach should restaurant owners take when selecting candidates?
What approach does Danny Meyer recommend for promoting employee growth?
What approach does Danny Meyer recommend for promoting employee growth?
What should be a priority when hiring new staff members?
What should be a priority when hiring new staff members?
How does Danny Meyer suggest treating employees to enhance their job satisfaction?
How does Danny Meyer suggest treating employees to enhance their job satisfaction?
What is the scoring structure of Danny Meyer's service test?
What is the scoring structure of Danny Meyer's service test?
How can a restaurant soften the impact of higher prices on customers?
How can a restaurant soften the impact of higher prices on customers?
What must restaurant technology enhance according to Danny Meyer?
What must restaurant technology enhance according to Danny Meyer?
What is the goal of hiring a diverse team of employees in a restaurant?
What is the goal of hiring a diverse team of employees in a restaurant?
What percentage of customer experience is based on feelings according to Meyer?
What percentage of customer experience is based on feelings according to Meyer?
What is NOT emphasized as a factor for customer satisfaction in the content?
What is NOT emphasized as a factor for customer satisfaction in the content?
What is the impact of prioritizing staff according to Danny Meyer?
What is the impact of prioritizing staff according to Danny Meyer?
Study Notes
Hiring Great Staff
- Staff interactions significantly influence customer experiences; thus, hiring great employees is crucial.
- Define what constitutes a “great employee” for your restaurant beyond just their resume.
- Emotional intelligence skills to prioritize during hiring include kindness, optimism, intellectual curiosity, work ethic, empathy, self-awareness, and integrity.
- A welcoming experience can justify higher prices; 42% of customers prefer friendly interactions over low costs.
Employee Retention Strategies
- Retaining employees is essential, especially after price increases.
- Prioritize employees by viewing them as the primary stakeholders, followed by guests, community, suppliers, and investors.
- Treat employees as if they are volunteering to enhance their job satisfaction, while also ensuring fair compensation.
- Promote growth within the organization by creating opportunities for advancement rather than forcing turnover.
Culture of Hospitality
- Customer expectations are high; 59% of consumers abandon brands after several bad experiences.
- Differentiate between service and hospitality: Service involves technical skill, while hospitality focuses on how customers feel.
- Establish a common language and standards within the team to encourage hospitality-driven decisions.
- Use a service test to emphasize both technical performance and emotional connection, with a 49:51 score distribution in favor of customer feelings.
Technology for Convenience
- Utilize technology that enhances hospitality and operational efficiency rather than detracting from personal interaction.
- Recommended tech features include mobile ordering, contactless payments, self-service options, tableside ordering, and customer-focused mobile apps.
- Prioritize technology that streamlines customer experiences while allowing staff to provide attentive service.
Importance of Customer Feedback
- Monitor customer feedback actively; avoiding negative reviews can hinder growth and improvement.
- Use feedback from various platforms like social media and reviews to understand customer sentiments and experiences.
- Analyze personal dining experiences to identify what enhances customer satisfaction and what detracts from it.
- Innovation stems from paying attention to and integrating feedback to continuously improve the dining experience.
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Description
Explore key strategies for enhancing customer experience as shared by Danny Meyer during his talk at The Entrepreneur's Studio. Learn about the importance of mindset in serving both customers and team members, as well as the unique perspective on prioritizing stakeholders. Gain insights that can transform your approach to leadership and employee retention.
