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Amen! The second shot (for my business) is the constant 'rebranding' building designs, interior designs, uniform design, etc...but never any investment in the people themselves - WHO CREATE THE BRAND! Ugh.
We stopped doing these types of surveys and moved into more personalized, 1-on-1 interviews. This is the investment that staff respond to more than the cold, transactional phone/online survey. In order to save money, you can strip out all the value added (read: human) pieces and treat staff just like another transaction or you can invest higher degrees of value (read: human) and actually build organic engagement one staffer at a time. The ROI of the latter is a thousand-fold greater
Awesome! It's almost euphoric when you plod along for years preaching about your passions when out of the blue, someone takes it to another level.
Toggle Commented May 20, 2015 on Review: Rodd Wagner's widgets at Zane Safrit
It's as right as right can be Zane. And you SHOULD write it on the board at the next executives meeting. If for no other reason, than to remind everyone that nothing discussed there will ever see the light of day without execution by front-line employees.
Toggle Commented May 14, 2015 on The Power, Stupid at Zane Safrit
Who still uses anonymous reviews? Just another reason why the review process is broken.
And that's why culture eats strategy for lunch!
Toggle Commented Dec 12, 2014 on Employee Engagement: Is It Worth It? at Zane Safrit
After 33 years in business, the 1-on-1 is still the most powerful tool you can use to engage and influence front-line staff. Appreciate the shout-out too!
If you can't receive praise, you can't give it. This is a big roadblock to most people's growth. Great post!
Great post Tim! Couldn't agree more. If you lived in Texas, your son would be employed rather easily though.
Toggle Commented Jul 9, 2011 on The Great Jobs Drought at Growthology
I don't believe price is all that matters and that's not what I said. Domino's sales have flat-lined since because they compete in a commodity sector where price is all that most consumers care about - frankly because they haven't been given anything else to care about and Domino's is just as guilty of this as the others. I agree this approach works, can work, will work - just not in this segment of the food business in which Domino's competes.
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Jonathan, I'm with you on most issues you present but this one - whoa! 1. Profits were high due to international sales (+8%) not domestic (only +1.4%). Not the healthy bounce you talk about or one would expect after going through a process to satisfy more customers. The other 2 of the big 3 (Papa John's & Pizza Hut are kicking their asses and have been for a time now). 2. So after admitting to not listening to their customers for 50 years - but doing so now, changing your core product (commodity) then rolling it out at a bigger discount than any other competitor's commodity product after claiming to now using better, higher quality ingredients - is somehow brilliant or full of purpose? 3. Waiting almost a month before tying existing marketing efforts into the "new core" product promotion is smart? Acknowledging reality is all good and sunshine until you realize that no one cares about it unless you give it to them for as close to free as possible. Purpose would have been to roll out such a quality product that you began the discussion of getting out from under the crack cocaine effect of deep discounts. And as for buying, most have said it's the same but better - not really an overwhelming endorsement of "now we're listening" paradigms. They got a small bounce in sales and profits that simply ending the degree to which they were utilizing deep discounts to keep up, would have done and would have left them in a better position long-term. And where is the long-term vision? Will it be another 50 years before they listen again? Will they be here in 50 years? Sorry, but this is a total fail on all fronts IMO.
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If all Sernovitz, or anyone else for that matter, can do is recommend that operators destroy their brands by giving away their margins and value, then he needs to be dumped from this blog because he doesn't know anything about restaurant marketing or social media.
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Dec 5, 2009