You may not know this, but I love clocks.
If you asked me how it all started, I'd tell you about sitting on my Grandpa Chet's lap listening to his Hamilton pocket watch. It hung from a belt-loop chain, and he would pull it from his right pocket and let me hold it to my ear. I loved hearing that distinct, crisp, steady tick.
A week or so ago, as I was walking into our favorite Pet Supply Store (Petco), I saw an English Pointer walking his owner towards the door. For anyone who is not familiar with the English Pointer, they are a short-haired spotted bird dog.
I was especially attracted to this one since it was a liver and white (dark brown and white), much like one our family had when I was about five years old.
The ability to read your audience (and market) is probably one of the most important roles in managing any business today. I sometimes call this "reading the tea leaves."
I wonder if anyone truly has all the secrets for doing so. But establishing a culture or practice for you and your team to monitor trends and understand your audience on an ongoing basis is essential. With this in mind, I want to challenge you to develop a regular schedule for discussing this topic as a team. Maybe call it "Trend Watch" or perhaps even... Reading the Tea Leaves. (just kidding)
In Part 1 of Our Promise, I shared examples of several Group Centers' 5 Star Commitments. They help set the standards for how each Center expects the Guest should experience should be.
I ended Part 1 with, there's more to this story...
Once in a while, we experience Unexpected Service. Those moments when service goes above and beyond what's expected, leaving a memorable and positive impression. It's those little extras or thoughtful gestures that surprise and delight us, creating a connection beyond just a meal or a transaction.
The idea for this message came from two recent and very different restaurant experiences. One, a traditional restaurant, and believe it or not, one a fast food drive-thru.