great guest experiences can boost revenue

Great Guest Experiences Can Boost Revenue

October 14, 20142:00 - 3:00 p.m.

Heartland Payment Systems is the Lead Sponsor of all RES events.

The ORA Restaurant Education Series (RES) provides members free access to educational events that help them sustain and grow their businesses and are developed based on member feedback. RES events support a key ORA initiative: the education of our members.

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A little about your speaker

Bob Pacanovsky, President Robert J. -Training & Design

Robert J. - Training & Design specializes in consulting, training and coaching in the hospitality industry, event design & management, and training on personal branding & professional etiquette. Bob has spoken to numerous companies and organizations, including the Catersource National Education in Las Vegas and the COSE Small Business Convention.

49% of the public return to food establishments because of the service;

only 12% return because of the food.Scott Gross

You can create the best food in town, but if you don’t have the people that know how

to treat your guests, you will be eating it by yourself.

UnknownRobert J. - Training & Design ©

“If a person is called to be a street sweeper, he/she should sweep streets even as Michelangelo painted,

or Beethoven composed music or Shakespeare wrote poetry.

He should sweep streets so well that all the hosts of heaven and earth will pause and say, ‘Here lived a

great street sweeper who did his/her job well.” -Martin Luther King Jr.

Robert J. - Training & Design ©

Robert J. - Training & Design ©

Your Company Logo & Brand??

Robert J. - Training & Design ©

Here is what we get in our culture…

1 % die3% move away14% are dissatisfied with the product9% leave because of competitive reasons

That leaves…73% quit because of an attitude of

indifference towards the customer by the staff

Robert J. - Training & Design ©

Robert J. - Training & Design ©

When I get bad service, I am likely to tell others.

Yes - 96.1% vs. No - 3.9%

When I get exceptionally good service, I am likely to tell others.Yes - 97% vs. No - 3%

Stats are from “Why Service Stinks… and Exactly What To Do About It” by T. Scott Gross ©2003

Robert J. - Training & Design ©

Hi Bob,

I just wanted to say thank you to you and your staff for an incredibly wonderful event at my home!!! Once Kim & Vicki got me to go outside and NOT come back in, I thoroughly enjoyed myself. And Kyle was equally was wonderful!

Having never had an event catered at my home, I am now hooked and will recommend and use your services again and again!! I thought both you and your team were very professional and I was very pleased with the outcome!

Thank you and with a daughter graduating this year, you will definitely be hearing from me again!

Stacey

Robert J. - Training & Design ©

It could be the difference in your company between

Robert J. - Training & Design ©

Robert J. - Training & Design ©

If you were a new prospect coming to your hospitality business for the very first time…

Robert J. - Training & Design ©

Location. Location. Location.

Robert J. - Training & Design ©

Robert J. - Training & Design ©

 "As a TEAM,

we will make it as EASY for our clients & guests to do business with us every

step of the way! 

We will WOW them with everything we do!“

 TEAM / EASY / WOWRobert J. - Training & Design ©

Customer Service which in turn helps…

Employee Retention which in turn helps…

Reputation which in turn helps…

Productivity which in turns helps…

Quality which in turns helps…

The Bottom Line!Robert J. - Training & Design ©

Robert J. - Training & Design ©

“P”“Perception is 9/10ths of the

law.”

How guests perceive us becomes their truth.

Robert J. - Training & Design ©

Robert J. - Training & Design ©

Robert J. - Training & Design ©

“E”“ELEVATE”

your work to help create the experience.

Create a great experience, and people will talk!”

Robert J. - Training & Design ©

Robert J. - Training & Design ©

“Good enough…never is.”

One of the most challenging words to hear on the job is…

Robert J. - Training & Design ©

Robert J. - Training & Design ©

“A”The Altitude of your Attitude

Robert J. - Training & Design ©

Robert J. - Training & Design ©

“All work is honorable. Always do your best because someone is watching.”

Colin Powell

Robert J. - Training & Design ©

Robert J. - Training & Design ©

Who is the C.G.O. in your company?

“K” Know your stuff!

Robert J. - Training & Design ©

“The First and Last Impression for our guests

needs to come from us!”

Robert J. - Training & Design ©

“Practice Makes Perfect!”

WRONG!

Robert J. - Training & Design ©

55% + 38% + 7%

Robert J. - Training & Design ©

Robert J. - Training & Design ©

Robert J. - Training & Design ©

Robert J. - Training & Design ©

Robert J. - Training & Design ©

Please strive for this…

Not this…

Robert J. - Training & Design ©

Robert J. - Training & Design ©

Employees with the right PEAK will be…More Committed to their customers,

More Productive,Happier to be at work,

More Potential for greater growth,Which = a GREAT place to work!

Robert J. - Training & Design ©

Robert J. – Training & Design @RobertJTraining

Bob Pacanovsky

October 21, 2:00 p.m. - What You Need to Know: BWC Prospective Billing and Group Enrollment November 18 , 2:00 p.m. – Serving Alcohol Safely February 15 & 16 - Educational sessions at NAPICS; Columbus Convention Center

Go to www.ohiorestaurant.org/res

to register or to check out past RES events!

Thank you!