Posted by Walker Thompson on Mon, Aug 30, 2010 @ 09:56 AM
Is there something to reading the latest news on a Monday morning? Sitting back with a cup of coffee and your trusty Google Reader seems to set us in the mood for the work week. Great data comes not from just our application, but from others as well... Here are a few that piqued our interest...
What does it take to be a successful enterprise? Well, after reading about Panera Bread's top-100 fastest-growing enterprises perhaps you should ask them. Panera is one of only two restaurant concepts to make the 2010 list. Read more here...
The fast casual restaurant category accounted for estimated sales of $23 billion in 2010, up nearly 30 percent since 2006. According to the article, "restaurants in this market claim to combine the quality of family casual with the convenience of fast food. At $6–$12 per ticket, pricing falls between fast food and casual dining. Fast casual restaurants distinguish themselves from fast food through their modified table service, higher food quality, greater attention to healthful foods, and, in some cases, availability of beer and wine." Read more here...
Ever heard of a pop-up restaurant? You sit and served only what the chef prepares, but is this another trend or fad? Read more here...
We'll keep the list going... But if you find something of note or interesting to share, post a comment.
Posted by Walker Thompson on Mon, Aug 09, 2010 @ 04:59 PM
Over the past 30 or so years, the concept of Data Management consisted of getting data in and not much more. Now, through technical evolutions, getting data in wasn't so much the problem and Data Management evolved into Information Management or what data should we look at. Yet, another computing change altered the course of the data stream and Information Management evolved into Knowledge Management or now that we can look at the data, what do we improve. So the shift was dramatic: data in = no problem; data review = got that done; data listening = what the heck does that mean? Well, it means just about everything to a business looking to improve their operations.
Knowledge management is probably an understatement. Perhaps the better way to say it is try-surviving-without-it management. Visualize the following situations:
- A long-time restaurant owner wants to launch a new variant of his famous burgers. To do this he has to know past successes in order to know the best time to launch the campaign.
- The VP of Marketing of a large chain has a feeling that something is wrong with his latest promotion and needs to review the latest sales figures.
- A restaurant manager is overscheduling and losing money each day on labor costs as a percentage of sales. She needs to research previous labor schedules.
Situations like these are common, and without listening to your data, impossible to understand/improve/move forward. The data is the lifeline of any business whether one wants to arrive at a marketing decision or fine-tune a product launch. So what's the importance of listening to your data? Well, maybe that's not the right question. Instead, you should ask yourself what's not important about listening...
Merely analyzing data isn't sufficient from the point of view of making a decision. It is more than that; just like listening is more than the act of hearing. Consider it this way, when you listen to your data, knowledge is gained because the data is the supporting mechanism (data + analysis + engaging = listening). Listening to your data can offer the following benefits:
- Breaking a macro picture into a micro one to fine tune your preconceptions.
- Acquire meaningful insights and basing critical path objectives on real information.
- Turn passionate operators into better business people through the use of information when they want it, how they want it and where they want it.
We fully support the concept that knowledge should be managed and include discussions about processes that facilitate the use of information to influence decision making. Said another way, we help business listen to their data...
Posted by Walker Thompson on Wed, Aug 04, 2010 @ 09:15 PM
Newsworthy data stories come in many forms. As you can imagine, we follow the data "news", but other articles and blog posts pique our interest too. Below are a few restaurant and retail technology stories, and some clever stuff too...
VSR Innovative Solution Award Winners Announced at RetailNOW
The Retail Solutions Providers Association (RSPA) and VSR launched these awards in 2008. This past spring, the association invited the channel community to nominate the best multi-vendor retail and/or hospitality technology solution providers. Read more here for details, you just might find a solution to drive sales and improve operations.
Another Seth Godin Goody: Learn To Train Your Customers
"Yes, you can train them," says the marketing guru! Reward them in the right way, you will... Read more here...
Foresster Marketing: Are Location-Based Social Networks Fadding In Or Out?
Visit this Wired Magazine story to learn about why only four out of every 100 online adults have ever used a social service that tracks their locations — and only 1 percent use such a service more than one time per week, according to Forrester.
Finally, A Must Read Blog: Stuck Serving... Funny Stuff!
Everyone in the service industry has a few hundred stories to tell. It is partly why we do the work we do. So many funny reads here... Enjoy!
Posted by Jeff Schacher on Sat, Jul 24, 2010 @ 08:55 AM
WhenToManage uncovers communication trend: web-based scheduling application fosters increased collaboration and productivity in the restaurant industry
WhenToManage, the leader in real-time, online reporting and integrated point of sale (POS) business analytics solutions for retailers and restaurants, released the results of a nation-wide user survey proving the critical value of online labor scheduling. Operators, faced with multiple employee scheduling demands, using the web-based communications and scheduling technology, can now more effectively optimize employee-to-management information sharing through a fundamental improvement to the labor scheduling process. The 2010 Survey of WhenToManage Online Employee Scheduling Users, a national web-based survey of over 700 online restaurant employees conducted throughout June and July, found that 90% experienced improved communications to the point where they would highly recommend the application to employers. Over 70% of respondents stated the seamless communications, enabled by the application, increased productivity through improved workforce collaboration. The survey findings highlight new thinking about personnel management in the restaurant and retail industry. The data posits that increasing employee engagement through seamless and interactive scheduling technology makes for more productive employees and efficient scheduling procedures. “We were very pleased at the overall survey results. The fact that 90% of employees would recommend WhenToManage to future employers says volumes about our tools. Many of them commented saying that it ‘totally opened up communication,’” said Jeff Schacher, CEO of WhenToManage. “We discovered that many of our employee users ended up being the power-users of our technology. They are one of the driving forces behind adoption at their restaurant. Frankly, because WhenToManage is so easy to use, we believe it will reduce the headache of employee management now and in the future. Some personnel matters will go away leaving more time for essential management duties resulting in happier employees to boot!” said Schacher. Employees using the application can review their schedules and manage availability requests from either the internet, email or mobile text messages. Using secure log in functionality, employees interact with the system by requesting days off, set preferred shifts, update availability and swap shifts with other employees. Employee requests are then sent back to the store manager for approval. “With employees having less time to accomplish more, the online scheduling application addresses key productivity challenges by opening up communications and encourages employees to work together. This key development keeps the entire operation running smoothly.” Said Schacher.
Posted by Jim McGinty on Tue, May 04, 2010 @ 10:24 AM
Restaurants are a common new business venture but unfortunately, they also have a high rate of business failure.
We ask ourselves... what are the reasons people go to restaurants? Dining out is more than just going for food. In many situations, dining out means a social event or an entertainment experience. The overall atmosphere within the restaurant has a large impact. The manager or owner of a restaurant needs to have a focus on the customers' entire dining experience.
Many times, dining experiences are designed to impress someone, say a new date, a prospective client, or friends. A restaurant manager or owner should consider adding little things that the customer does not expect. The enhancement a restaurant gives its product or service before offering the product to customers. For instance, some restaurants that have targeted children have done an excellent job of creating a theme. The same is true for adults. The mood that is set by the restaurant has a significant impact on our perceptions--wall colors, lighting, furniture, background music etc., all impact the dining experience. The important thing for the restaurateur to understand is that the restaurant success depends as much about the experience as on the food. Central to marketing efforts is the concept of creating the experience that you desire the customer to have.
Every person who enters a restaurant has expectations--here are some of these:
- Clean facility--food and restrooms.
- Prompt service attention--many times people are going to a restaurant for convenience, speed of service and to be cared for.
- Friendly service--people want to feel welcome and appreciated.
- Convenience--food delivered in a certain amount of time.
- Food quality--consistency.
- Quick resolution of the bill.
Every restaurant should have service standards. And training is a big key. The business owner must establish the standards of performance in the business. Left to chance, it will probably not be as desirable as if the business leader creates the experience.
Develop a list of measurables within the restaurant, develop standards for each one, provide training to ensure staff is prepared to meet the objectives and, finally, provide a method for measuring and reporting actual performance in relation to desired performance. Additional reinforcement in behavioral science, the presentation of a stimulus following a response that increases the frequency of subsequent responses, whether positive to desirable events, or for this type of program can be provided by linking feedback or bonuses, both financial and non-financial, to actual performance.
A restaurant grows by generating positive word-of-mouth advertising. Dining establishments develop a reputation, which is the ultimate indicator of future success. No amount of radio, TV and newspaper advertising can overcome a bad reputation. A great reputation, properly maintained, is a fortress that will protect the success of a restaurant.
Word-of-mouth advertising, or buzz, will develop on its own. However, the most proactive approach is to plant the seeds of a great reputation. Here are some strategies to accomplish this.
- Attract influential people (local celebrities, early adopters, leaders)
- Emphasize events and celebrations with special programs
- Offer gift certificates--use them to cross promote the business.
- Get the media involved--get some good press.
- Spark lunch traffic with local businesses and organizations in your local area, think about a "Company Day" where you offer a specific discount to company employees on a specific day.
- Do "date night" promotions--work in conjunction with other businesses to offer a more complete package (i.e., dinner and an movie, etc.).
- Use coupons effectively. If not done effectively they can hurt your business instead of helping your business
- Develop a "valued customer" database to prompt recurrent/forming dining habits.
And don't forget about using Social Media to help promote this, Facebook, Twitter, blogs, Linkedin and YouTube to name a few. Social media marketing has become one of the most advantageous avenues by which a business can attract new customers while also maintaining strong relationships with existing clients. By creating a more personal relationship with these customers and clients through social media outlets your restaurant can develop greater brand awareness, build strong networks and establish a loyal following.
While social media does require a time commitment the benefits of exposure it will generate for your business followed by increased traffic and new opportunities is well worth it.
Posted by Jeff Schacher on Tue, Dec 29, 2009 @ 09:00 AM
I just read a good article called "Where fine dining and social media meet"
It offers some good success stories of restaurants using facebook and twitter to build followings and to promote offerings.
The article also mentions Foursquare
(a location-based social network), which I'll talk about in a future
post. But I'll tell you that the right bars and restaurants could
definitely do some valuable things with Foursquare.
Social media
will certainly evolve, but it's not going away. The good news is that
those late to the game can catch up fairly quickly and start reaping
the benefits that the early adopters are seeing.
I wrote an article in the spring about getting started with social media for anyone looking for help on getting twitter, facebook, or a blog up and running.
Posted by Jeff Schacher on Mon, Nov 30, 2009 @ 07:38 PM
It's a little late, but I wanted to plug an article written in the NAFEM Summer 2009 publication (page 12). They interviewed me and actually printed straight from my blog post "3 Simple Ways to Hook Up Your Restaurant to the Web-Twitter-Blog-Facebook-Thingy".
Posted by Jeff Schacher on Mon, Oct 26, 2009 @ 11:38 AM
Miley Cyrus left Twitter
because she felt like a social media slave and I certainly felt like
one last week as my to do list kept bugging me that I haven't blogged
in a while.
No one ever said it was easy to do this social
media thing, but I think it's especially challenging for businesses. I
try to blog once a week. If I have ideas during the week, I just pop
them into a folder and then when "blogging time" comes, I pick one.
This is great when life is normal, however, any business owner can tell
you that life is full of one emergency after another and it can be
tough to get back into a routine when the dust settles.
So when
my dust recently settled, and it came time to write a new blog post, I
had nothing to say. A few days pass and then a few more and still
nothing to say. How can I be out there encouraging other businesses to
take up a social media strategy and not be doing it myself? Some would
say, just write anything, but I'd rather be silent than inauthentic.
There's
a sense of obligation that develops when you start blogging or
tweeting. That you are on this ride and you can't get off. I had a few
days with these feelings, but then the lightbulb came back on.
Social media is supposed to be social! It's about listening!
I
had lost sight of what this was all for. It's not about what I have to
say, but it's about what I'm hearing. It's a conversation, and you
can't have a conversation without listening. It's such a simple point,
but it makes all the difference.
For any slaves out there that
feel stuck, remind yourself that social media is a two way street. The
only pressure you should feel, is the pressure to listen to your
customers (which you should be doing anyway). Once you refocus on that,
the rest should fall into place.
Posted by Jeff Schacher on Mon, Apr 20, 2009 @ 01:45 PM
Okay,
okay, you've finally broken down and decided to get in on the social
media train. I welcome you and you can relax because it's not too late,
and it's not too hard. Each of these technologies are unique, but they
all have the common goal of connecting people. In your case, it's
connecting you and your restaurant to your guests. So let's get
started...
#1 - Twitter
- Set up time - 15 minutes
- What is it? - Twitter is the newest kid on the
block and the easiest to use. It's very simple, you enter messages of
140 characters or less and they appear on your page for the world to
see. Other users can "follow" you to stay up-to-date on your updates or
"tweets".
- What should I use it for? - This is the million
dollar question and where your creativity comes into play. Businesses
are using it for all kinds of things. From customer service to
promotions, the choice is yours.
- How do I start? - https://twitter.com/signup
#2 - Facebook
- Set up time - 15 minutes
- What is it? - Almost everyone has at least heard
of facebook by now. It's a "social networking" site that allows its
users to connect and communicate with each other.
They have a special feature that allows a business to create an account
(or page).
- What should I use it for? - Once you set it up,
let your guests know about it. You can then post pictures, share
stories, and list upcoming events for all of your new "facebook friends"
- How do I start? - http://www.facebook.com/pages/create.php
#3 - Blog
- Set up time - 45 minutes
- What is it? - A web log or "blog" for short is a
place for you to post your thoughts, stories, or ideas about your
business or anything else you find relevant.
- What should I use it for? - While users can comment on your posts, blogs tend to be more of a one-way conversation.
The nice thing about a blog is that you can customize the look and feel
to match your brand and several companies use their blog as their
official web site.
- How do I start? - http://en.wordpress.com/signup/ (there are others, I just happen to like this one)
Extra Credit - Google Search Alerts
- Set up time - 5 minutes
- What is it? - Google has a tool that allows you to
enter a search term and then have any results that come up for that
search sent to your email on a daily basis.
- What should I use it for? - This is a great way for you to see what others are saying about your business.
- How do I start? - http://www.google.com/alerts
With any of these things it's very easy to use them for a week
or so and then let them die off from neglect. For any of these tools to
work you need to commit about 60 minutes a week. An hour a week is not
much time when you consider the potential benefit. I promise you, you
have some guests out there that would love to hear what you have to say
and will be all the more loyal if you will only reach out to them.