Product Book
2180 Stop Negotiating and Contesting Everything
Last Updated: August 3, 2026A Guest should never have to negotiate to receive your best service or hospitality. They shouldn’t have to...
2185 The Five Easy Pieces Theory
Last Updated: August 3, 2026If you haven’t seen the movie Five Easy Pieces, watch it — specifically the diner scene with Jack...
2190 The Guests Name
Last Updated: August 3, 2026The second most powerful marketing element in your restaurant costs nothing and requires no technology, no budget, and...
2195 The Wait Is a Service Moment
Last Updated: August 3, 2026Every moment in the Guest’s experience has an owner. The greeting belongs to the Host. The order belongs...
2200 The Phone Is Still Part of the Product
Last Updated: August 3, 2026The reservation call is the first moment of the Guest experience. Not the greeting at the door. Not...
2205 Engineering the Emotional Connection
Last Updated: August 3, 2026The emotional connection between your Guests and your front-line cast is where the business either compounds or erodes....
2210 The Product That Feels Like Home
Last Updated: August 3, 2026The Guest who carries [Earned Trust] experiences the product differently than the Guest who doesn’t. The first-time Guest...
2215 Guest Data
Last Updated: August 3, 2026Want to know if you’re remembered? Stop coming in. The Guest who wonders whether they matter to the...
2220 The Bathtub Problem
Last Updated: August 3, 2026Think of your Guest base as a bathtub. Marketing and promotions are the faucet — they pour new...
2225 The NoShow Is the Tell
Last Updated: August 3, 2026Your no-show rate isn’t an operations problem. It isn’t a technology problem. It isn’t a Guest behavior problem....