Customer DISservice

Customer DISservice

Navigating Customer Satisfaction in the Online Age - With Jay Skowron of HospitalityDefender. A weekly discussion of all things hospitality for restaurants, hotels, and other small business interested in wowing their guests. Learn about online reviews, customer service best practices, digital marketing, and more!

Episodes

February 21, 2022 1979 min

What happens when a tip amount on the credit card line doesn't correspond to the total?

Bad math by the customer!

BUT... does the rule "always go by the total apply"?? NO!! Every situation must be looked at independently - by a manager. There is no one size fits all solution. 

Find out more on this week's episode. 

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Recently we came across a restaurant that just implemented a new policy that servers would have to pay for the restaurant's credit card fees that they incurred.

We disagree with that policy wholeheartedly.

That is a cost of doing business. That is unfair to the servers.

THAT will not make servers happy and THAT is not good for business.

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February 13, 2022 1680 min

You ask your server for a good glass of wine. They recommend one. They don't tell you how much it is; you don't ask.

Turns out it's $50 a glass. You've had three glasses.

Whose fault was it?

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February 2, 2021 2191 min

With special guest Meredith Soleau, President of 424 Degrees

During Covid-19, it's important that restaurants and other small businesses are operating at peak performance; however, we all have a bad day. Meredith and Jay discuss how customers need to cut them some slack because they're already struggling during this hard time, yet remind everyone that it's important for staff and management to make sure guests are happy ...

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Be honest - are your servers doing the best they can? Are they guiding your guests through their culinary experience or just taking orders and turning tables?

The difference between the two can make or break you.

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January 4, 2021 2716 min

With special guest Jim Ziegler (The Alpha Dawg)

The car business has changed. It's more customer-focused than ever before. Do you have certain feelings about car salespeople or the car buying experience? He may just change your mind.

Hear from veteran car salesman, manager, and nationally-recognized sales trainer and keynote speaker Jim Ziegler, the Alpha Dawg, about his thoughts on customer service in the car business - and even...

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December 29, 2020 209 min

Short episode to finish up the year.

Remember, you can make or break someone's day. Why not make it?

Here's to staying positive and making 2021 a better year!

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December 22, 2020 3024 min

The most (in)famous chef on the Internet, Chef Davide Cerretini, joins me as he explains how he declared war on Yelp!

In 2014, Yelp kept contacting Davide to advertise with them. He refused. Then he saw his positive reviews disappear and his bad ones popping up. Coincidence? Davide didn’t think so. So he decided to try and beat them at their own game.

Disclaimer: This episode is controversial and fun. I don't necessarily agree w...

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December 14, 2020 3277 min

We Don't Determine What Good Service Is - The Customer Does
With special guest: W. Scott Cass

Is customer service top-of-mind with you and your staff? Do you do whatever it takes to fix a problem? Is your mindset always customer-focused or stuck on just running shifts?

This week's episode contains the musings and reminiscing of a former restaurant General Manager and his former employee. Mr. Cass takes us through his philosoph...

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December 7, 2020 2486 min

When you're running a business it's important to have processes in place! From training programs to steps of service to keeping an eye on your employees and making sure they're upholding your standards, it all begins with strong processes. Here's a birds-eye view of the kinds of things you need to be doing in order to be successful.

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November 30, 2020 2137 min

Welcome to our first episode! We were just getting our footing here and this was recorded just prior to the Covid-19 pandemic. This is an all-over-the-place introduction to what we hope this podcast will be about. We'll touch on many different topics in the future!

We promise future episodes will be much more interesting and with less "um"s, "you know"s, and background noise. We sure learned a lot!

Probably, howev...

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