Acesse a sua conta getAbstract para obter o resumo!

Raise the Bar

Acesse a sua conta getAbstract para obter o resumo!

Raise the Bar

An Action-Based Method for Maximum Customer Reactions

Amazon Publishing,

15 min. de leitura
10 Ideias Fundamentais
Texto disponível

Sobre o que é?

The tough-talking host of TV’s Bar Rescue, Jon Taffer, lays out a clear-cut strategy for running successful bars, restaurants and nightclubs.

Editorial Rating

8

Qualities

  • Innovative
  • Applicable

Recommendation

Hospitality expert Jon Taffer, host of the popular Spike TV series Bar Rescue, shares the expertise he honed during his decades in the hospitality business and sharpened to a razor point on the docu-reality series he executive produces. The goal of every element of your bar or restaurant is to elicit “positive customer reactions.” Framing your business as a “reaction-making machine” should inform every management decision. getAbstract recommends Taffer’s manual to fans of his TV program and to anyone in the hospitality business seeking a solid guide. Entrepreneurs and business students will find worthy insights they can apply to any business.

Summary

“Reaction Management”

In the 1980s and ’90s, Pulsations, on the outskirts of Philadelphia, was one of the hottest dance clubs in the northeastern United States. Revelers stood in long lines to experience the high-tech club’s lights and music. It had 11 levels with bars plus a gift shop, snack bar and VIP room. However, Pulsations didn’t always deliver the five necessary requirements as taught in business school: to “be convenient, be clean, offer quality service, offer a great value and be safe.” These attributes are a necessary starting point, but customer experience outweighs them all. People will wait in line, pay premium prices or endure overcrowding to be part of something that sparks a positive emotional reaction.

Bars serve drinks and food, but their true product is always the reactions of their customers and employees. Every detail of your business either supports or detracts from their experience. People notice when the check is slow to arrive or the carpet is dirty, and they assume these details reflect your business attitude. Unfortunately, you probably won’t get the opportunity to correct a negative impression. Nine of ten dissatisfied customers don’t speak...

About the Author

Host of the Spike TV show Bar Rescue, Jon Taffer chairs Taffer Dynamics Consulting, a hospitality advisory group.

Comment on this summary

  • Avatar
    Sign in to share your opinion
  • Avatar
    A. W. 9 years ago
    I appreciated how successful businesses are always customer-focused. And how influential the tone at the top is to how employees interact with each other and the customers.