Show and Tell
Making experiences more fun through camaraderie and competition...
What is gameification?
The prompt after delivering food to the guest...
What is food hand-off?
What is "Is there anything else I can get for you?"
The act of going to a guests table to check on them...
What is Table Touching?
The proper and welcoming terminology for 'customer'...
What is guest?
The practice of removing trash and other unsightly items in sight and quickly...
What is out-of-sight-out-of-mind?
What is cleanliness?
What is pre-bussing?
The sizzling food walking past you...
What is a fun food display?
What is using every opportunity to create a great experience?
Something that should be led by the employee when first meeting a guest...
What is a greeting?
An affirmation famously coined by Chick-fil-A...
What is "My pleasure!"
One of the customer service pillars that makes McDonald's so popular is that their guest's experience is predictable...
What is anticipating expectation?
Showing space and events through a personal touch or display...
What is touring?
What is showcasing?
A guest experience pillar exemplified by Trader Joe's, which goes beyond simply helping the guest...
What is assisting or leading the guest?
Synonym for alert
An edge given to the guest to engage in conversation with employees via a physical medium, creating a deeper connection...
What is a name tag?
Having many spots for enhanced decor, leading to more pictures taken in the center...
What are selfie stations?
What is constantly stimulated?
Preemptively crafting an experience to persuade guests to act a certain way which helps quence confusion...
What is manipulation?
The act of offering a choice for an additional or more costly product for an unspecified purchase...
What is empathetic upselling?
A theoretical interaction that increases spending obligation by combining table touching with a free product...
What is the Water Theory?
The act of using tab information to create a personal bond with the guest...
What is name seeking?
What is new guest identification?
Investing in furniture to increase the longevity of the stay...
What is comfort plus?
What is inviting seating?
Don't open the door for disappointment; instead, create opportunities to redirect towards a positive outcome...
What is 'The Art of Saying Yes?'
If not the climax or end of the visit, this is the third most impactful time to create an amazing guest experience. Typically, a good time for a WOW factor and guest interaction...
What is the first minute experience?
What is enduring the facade?