Raise the Bar

– Managing a successful business lies in the reactions of the customers
– Focus on excellence… pay attention to detail. 9 out of 10 people that have a negative experience don't say anything
– Every process in your business must create a positive customer reaction. Five must-have's: convenient, clean, safe, quality, and great value
– Successful reactions are not logical… they are emotional
– Make sure your customers know you care about their experience
– Connect with people
– When something goes wrong, winners sincerely make things right
– Firing someone can be the greatest kindness you can extend, so they can achieve greater things
– It is the owner's fault for hiring the wrong person
– Who is the idiot when a manager and good employee sit down for a tough conversation and the employee leaves
wanting to work for that boss less?
– Customer reactions are more important than marketing. Invest in customers, not media
– Work for the third visit
– Provide superior human transactions
– Business comes from human interaction, not technology! Technology distances the client
– People will sacrifice the possibility of excellence for predictability
– Presentation is everything… make the customer feel special. If standards are not being met, do not blame the employee or the economy.  Blame management
– People remember experiences
– Innovate! Keep your business in step with the market If you can look past the made-for-TV drama, there are actually some interesting ideas on  how to run a business on each episode of Bar Rescue.