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Raise the Bar: An Action-Based Method for Maximum Customer Reactions
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About Raise The Bar: An Action-Based Method For Maximum
Product Description If there’s anyone who can prevent a bar or restaurant from going belly up, it’s Jon Taffer. Widely considered the greatest authority in the food and beverage, hotel, and hospitality industries, he has turned around countless bars and restaurants. Raise the Bar distills the secrets to running a successful enterprise with Reaction Management, a strategy and philosophy Taffer developed and uses in his business. It works whether you’re running a storefront operation or a web-based company, whether you’re manufacturing widgets or providing a service. Raise the Bar is the definitive manual on transforming a bar or restaurant with actionable, proven strategies for immediate impact. Review "A fascinating and practical guide to what actually makes a bar into a great bar (and much can be applied to any service business). Jon doesn’t present ‘canned’ answers, he provides a way of methodically evaluating and challenging every aspect of what lies behind a great bar. He seamlessly blends data-backed insights with hard earned experience to create a template of how to construct a plan for success. It is so refreshing to read something which doesn’t present standard answers to non-standard issues." —Nick Shepherd, CEO Carlson restaurants/TGI Fridays "When I was young and still learning the nightclub and bar business, I always went to Jon’s seminars and learned so much. Jon Taffer really had a big impact on me and my success and I still think of things he taught me. This book can do the same for you. It’s fun but make no mistake, Jon is all business as he fills the pages with great stories, practices and his proven formula for success." —Jesse Waits, Managing Partner of XS Nightclub, TRYST Nightclub, Botero Restaurant, Las Vegas About the Author JON TAFFER is chairman of Taffer Dynamics (www.tafferdynamics.com), president of the Nightclub & Bar Media Group, and host of Spike TV's wildly popular Bar Rescue. Excerpt. © Reprinted by permission. All rights reserved. 1 You Sell One Thing: Reactions People expect a certain reaction from a business, and when you pleasantly exceed those expectations, you’ve somehow passed an important psychological threshold. —Richard Thalheimer, founder, Sharper Image My wife, Nicole, and I were staying at a big-brand hotel for a couple of days while I was on the road shooting Bar Rescue. I’m laughing at myself as I write this, but I did nothing but complain from the moment I arrived. Our room was the size of a postage stamp, while the bed was too high off the ground, all of which left me feeling like an awkward giant. It was obvious that the flaccid bacon on my dinnertime sandwich had been cooked the previous morning. And why were the knife and fork the size of airline flatware? Even though I’m a positive person, it’s very easy for little disappointments to bum me out. Nowadays, it’s hard not to automatically home in on low hospitality standards. It’s frustrating because everything I see is easily preventable. I have to force myself to blow these annoyances off—otherwise, I’d never be able to enjoy a dinner, or just about anything I do in my life. Admittedly, I am a bit cocky when it comes to guest standards, but not without justification: I have more than thirty-five years of experience working in every aspect of the hospitality business. I know hotels, restaurants, bars, dives, burger joints, and nightclubs are capable of best-of-class excellence. I wasn’t always this sensitive—standards didn’t make it onto my radar until I was a few years into the business. I’ll never forget walking through a major hotel with the vice president of product development for Hyatt International, Frank C. Ansel III. Youthful exuberance made me come off like a big shot even though I was nothing of the sort. We were holding a management and entrepreneurship seminar for the company’s East Asia employees. The food and beverage director of the hotel knew we were coming, so he had spruced
