Matt Rolfe. How to Win In Hospitality. Episode 411 with The Real Brad Lea (TRBL)
Dropping Bombs
00:00
The Challenge for the Average Guest Is The're Not Going to Be Verbal With Their Complaint to You
"i don't want to be the guy that was the dick," says Steve O. "I just, you know, because i don't trust people with my food." The average guest is not going to be verbal with their complaint about a restaurant in vegas or Las Vegas. In your case, you hat a silent complaint that, noesticats never going to want for money, so it's not about them. But what we care about, dava, sustainable business, is that middle, and that's whot we need to focus on.
Play episode from 56:45
Transcript
