SAM welcomes Teresa Berg, a Minnesota-based consultant known as the “job gypsy,” who helps restaurant owners retain staff by increasing tips through improved customer service. Theresa explains her “ACE effect” (Accelerated Cultural Execution) approach, which includes mystery-shopper style audits based on five key factors that influence tipping and the guest experience. They discuss how servers are “on stage” at all times, why perception matters, and how a short reset routine (breathing/affirmations) can help staff leave personal stress at the door. SAM and Teresa connect team retention to client retention, sharing examples of customers following great service (including a longtime Chili’s server and Teresa ’s gas station experience). They also talk about modern “tip fatigue,” criticism of tipping prompts in non-service settings, and Theresa’s idea of a Tipping Cultural Index that shifts tips toward fixed values tied to experience rather than bill percentage. The episode closes with the idea that sustainable growth comes from strengthening relationships with current customers and supporting the team that serves them.
To connect with Teresa: https://www.linkedin.com/in/teresabergconsultant/
Want to be a guest on the show? https://retentionmadesimple.com/podcast
Want to attend SAM’s next LIVE Retention Training + Demo: retentionmadesimple.com/demo
Want more info about Retention Made Simple: https://retentionmadesimple.com/
Signed Copy of Retention Made Simple:
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