Raise the Bar: An Action-Based Method for Maximum Customer Reactions

Raise the Bar: An Action-Based Method for Maximum Customer Reactions

Jon Taffer

Language: English

Pages: 256

ISBN: 0544148304

Format: PDF / Kindle (mobi) / ePub


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 runs the biggest trade show in the business and has turned around nearly 1,000 bars and at least that many restaurants.
 
As host and co-producer of Spike TV’s Bar Rescue, a documentary-style series, Taffer gives struggling bars one last chance to succeed with a mixture of business acumen and tough love. Now he’s offering his no-nonsense strategy for eliciting just the right emotional reactions in customers to everyone.
 
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 and on Bar Rescue.  It works whether you’re running a storefront operation or a web-based company, whether you’re manufacturing widgets or providing a service.
 
Taffer’s overarching philosophy is this: All business is about creating the right reactions in your customers.  Even better: You can control those reactions to a very large degree.  Raise the Bar is the definitive manual on transforming a bar or restaurant with actionable, proven strategies for immediate impact.

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come to the restaurant in part just to sit in Dave’s section. Dave made me money—and he made phenomenal tips. The only problem was that his station was a mess. Dave did not follow protocol when it came to maintaining the neatness and order of his area. It drove a few of his fellow waiters crazy, and my assistant manager was in a constant state of annoyance because of the chaos at workstation number three. Traditional restaurant management wisdom suggests that Dave should have been written up for

customers through patterns and colors that represent estimated median household income ranging from $0 to $112,000 per year. Mapping reports also show population density or number of households in specific locations. Donnelley Marketing Information Services can map extremely finite areas, from a one- to five-mile radius from specific city intersections, to plot expenditure and shopping center locations. These kinds of services map population shifts and ethnic clusters in major cities. The point

no-brainer to list sanitation as a factor in the success of a bar’s interior “design,” but it is not. Lax cleaning standards are common to failing bars—this is obvious if you watch Bar Rescue—and clearly demonstrate the devastating consequences neglect has on a business. Sadly, maintenance is often one of the first controls to spin out when a bar starts to run into trouble. There is no clearer sign of a business in decline than the condition of its fittings and furnishings. Atmosphere,

features to a failing bar, I can double its female head count within three weeks. Hell, even middle-aged bikers and blue-collar beer drinkers need visual indications that assure them they can nurse their tasty drinks in peace. Dive bars need visual charm that tells locals and adventurous bar hoppers, “This is a bar with lots of character and cold beer,” not “This is a joint where you’ll get in a knife fight.” Otherwise you risk losing an entire demographic of people who love to experience the

35–38 Donnelley Marketing Information Services, 102–3 Dorsey, Ryan, 96 Downey’s Restaurant (Philadelphia), 20–21, 34, 105, 111, 123 draft cocktail machines, 217 drinking clubs, 208 Drucker, Peter F., 24, 95 Duffy, Brian, 21, 50, 130 dynamics/energy level, 149–52, 156 economic climate, 221 “Effects of Atmospherics on Revenue Generation in Small Business Restaurants” (study), 158–59 ego, 45, 85, 96–97 e-menus, 216–17 emotions customer service and, 59 length of stay at bars and,

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