I am sure everyone has their favorite restaurant. The reason it is your favorite could be that they make a menu item just the way you like it. Or they always have a table waiting for you, or they greet you by name when you come in, ask how you are doing and ask about your family. In short the restaurant gave you a great guest experience.
I am a business coach based in Armonk, NY and I have had the pleasure helping my clients in Westchester County develop customer loyalty programs that produce great sales and profits.
One of my clients, Tana McGuire, owns the Tuscan Grille Restaurant at 518 North State Road, Briarcliff Manor, NY 10510.
Like Sam Malone of Cheers, Tana always makes you feel at home and you are always glad you came. When Tana purchased the restaurant in 2008 she knew that success would depend on engagement of her staff. In other words she needed to instill her vision, values, and mission to her entire staff. Tana hired me and my organization Performance Development Strategies to help get her and her staff on the same page. I was happy to help. I have a passion for helping a business owners exceed their customers’ expectations.
To begin with we wanted to see if Tana’s staff shared her values and understood what the restaurant needed to do to achieve success. I started by having Tana and her staff take a questionnaire and followed up with individual interviews. Specifically, I was looking to see if every team member knew how the restaurant operated and what the goals for a day, week, month, and year are. When the staff knows how to set goals and measure achievement they begin behaving more like a well-organized team.
Once we learned were everyone was we developed a plan for everyone to work on common goals, to measure success, to share the fruits of success, and to create loyal customers.
Here is a video of the process. We are helps organizations like Tana’s throughout Westchester.
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