More than communication, we need connection! As we move forward through the current retail landscape the currency of connection with our guests and also our staff becomes more valuable. A focus on connection and conversational communication is what will separate the sustainable businesses from the unsustainable. Today we will be diving into the need for reaching the hearts and minds of our customers and staff and some practical tips that will help pull out out of the theoretical, utilitarian, numbers focused reality we are used to, and into the relational reality of what people experience in our stores and what drive resiliency and long-term healthy growth.

We will learn about:

Communication vs. Connection
Numbers and false positives
Developing guest experience intuition
Being curious about the whole story
Self auditing and Gemba Kaizen
Training your team to connect
You staff as your customer

Related Episodes:

009 : How to Approach Data and Metrics w/ Simon Ouderkirk

Building an Accessible Coffee Menu w/ Joe Marrocco

201 : Igniting your Curiosity w/ Cody Gough

The Broken Chair

030 : Casey Underkofler : Matching Your Service to Your Quality

035 : The Consumer Revolution w/ Kevin Sinnott

The BEST in commercial coffee equipment

www.prima-coffee.com/keys

Want the best plant based beverage for your coffee drinks?

227 : Connecting with Hearts and Minds