Table of Contents
The Demand #
Tomorrow, walk the floor and ask the three questions your Guest is actually asking as they eat: was it worth it, was I taken care of, did I enjoy myself. 'Poor service' is just a Guest's language for a broken value equation, not a complaint about speed. Find the equation and fix that, not just the ticket time.
The Work #
Walk the floor tomorrow and ask the three questions your Guest is actually asking as they eat:
Was it worth it?
Was I taken care of?
Did I enjoy myself?
The last time you heard "poor service" as feedback, was it really about speed, or a broken value equation?
The specific equation you will fix this week — not the ticket time, the value ratio underneath it:
