Tom Feltenstein

Service is so awful, customers expect to be abused. Cold food in restaurants, dirty public washrooms, late deliveries, rejected parts, lost orders, lazy staff — it’s all normal. Bottom line, people expect bad and rude service. Give ‘em junk and they’re not surprised. Just what they expected. As long as the abuse isn’t any worse than they expected, they’ll be back for more. Your customers are a revolt waiting to happen. They’re only satisfied because their expectations are so low and because no one else is doing any better. Let’s start a change. I always say change what needs changing, not what’s easy.It’s not even about service anymore, because service is a mechanical skill, but hospitality is a heartfelt relationship that you have between two people.

I want to really move over and create a hospitality revolution. The key is to treat your internal customers as your most important customer. Once you have really have this process down, you can watch sales and profitability grow as your employees grow in terms of how they feel about working in your business.  Remember  your front line is your bottom line and many companies are using innovative and creative ways to show employees how much they’re valued. So, I really want to what are you doing to show that you value your employees?