Cultivate: Recruiting, Engaging and Retaining Superior Teams

Layers of Loyalty

How to Create Raving Regulars and Make Them Return Soon and Often In these highly competitive times, it is more important than ever not only to attract new customers, but to hold on to and drive loyalty and frequency among those you already have. While first-time, ‘trial’ visits can be driven by anything from advertising to location, there are certain effective, tested tools and tactics that can be used to encourage customers to return to your business soon and often and forsake your competition. Attendees will learn how to connect in a way that creates value for the customer and forges a strong bond to your brand… effectively turning customers into evangelists along the way. Ideal for managers, owners and franchisees looking for ways to develop high-value, regular customers in their business.

COACH: The 5 Behavioral Leadership Techniques for Building, Developing and Retaining Better Teams

The most dangerous myth in business is that great leaders are born; that there is some innate, intangible quality to leadership. You either have it, or you don’t. In reality, quite the opposite is true. All members of a team possess the potential for leadership, in that leadership is an activity practiced by all, not simply a role granted to one. Leaders are made, not born, and truly great organizations prioritize the obligation to make them.

The quality and ability of managers in an organization are the most critical influencers of not just the “dollars-and-cents” performance of the business, but of the Customer Experience itself…and therefore the long-term success of the brand. The Team is where the company meets the customer. They handle every product and connect with each customer. There’s no such thing as a bad team in a great business (or vice versa). And there’s no such thing as a terrific team with an average Coach.

The COACH program focuses not just on the technical operational proficiencies that make good managers, but on the connective, developmental, and adaptive skills that build great Coaches. It focuses not just on the systems that deliver predictable service outcomes, but on adaptive leadership approaches that allow teams to evolve, improve, and craft unique, intricately customized Customer Experiences.

In this entertaining and informative session, best-selling author Tim Kirkland will discuss how to turn good ‘technical’ Managers into highly effective Leaders and Coaches. He details the philosophies from his best-selling book, and delivers immediately useable ‘next steps’ for attendees.

The Renegae Server: Uncommon Strategies for Making Money in 21st Century Food Service

Over the past several years, the number and variety of restaurants in North America has exploded. As a result, the average guest dines out up to 3 times more often than they did just a few years ago. This huge increase in dining occasions has caused some service to become homogenized. In many cases, the dining experience has become a routine process.

Tim Kirkland’s acclaimed best-seller, The Renegade Server, helps restaurants and service teams stand out among the growing competition by turning dining back into an experience. Tim uses uncommon insights to identify and debunk outdated ideas regarding tips (no longer stands for “To Insure Prompt Service!”) and salesmanship (the up-sell is dead?!) and replaces them with fresh, immediately usable techniques for increasing tips by driving sales, creating devoted regulars, and and aligning the interests of the server, the Guest, and the restaurant.

The Renegade Restaurant presentation will focus on ways to engage your front-line teams and enlist them in the crucial tasks of growing sales, developing loyal regulars and creating genuine, personal and repeatable connections and dining experiences for your Guests.