Horns, Baskets…And surviving When that new F&B director, Chef or GM arrives we’re probably justified in being concerned. Understandably our first impulse is to look to the folks we worked with to support us in retaining the business. And while that’s reasonable, we need to realize that they’re likely undergoing some of the same anxieties […]
A new face and…a new challenge A new F&B director arrives in your cherished resort account and you’re understandably concerned. He doesn’t know you and scuttlebutt says he was using your competitor in his last position. So, will he give you a fair shot at keeping the business or will he just give you the […]
PM means more…than maintenance We tend to view that regular service call as a repetitive chore that’s more like washing the car than a preventive maintenance task like giving it a tune up. And just like that car bath we can fall into the habit of seeing those monthly service calls as necessary evils while […]
Do it now…Or it gets worse Whether it’s our best customer or one that’s at the margin, the idea that we can (or should) give that account’s service needs the short shift is just plain short sighted. In the end not doing what we know needs to be done will very likely come back to […]
Easy cheesy…Maybe too easy? Well that sale was easy! Or was it too easy? Look, we’re not exactly new kids on the block and we’re experienced enough to know (or at least suspect) that when a sale comes too easily it may not be the result of our irrestible offering or golden tounged sales presentation. […]
It’s not a sale…until you’re paid For most things there’s a time to call it quits. Take that prospect you’ve called on at least a dozen times. You can continue banging your head against that wall, but in all likelihood, you’d be better off shelving them for a while and directing your prospecting energies elsewhere. […]
The early bird…Gets the money We seldom have the luxury of digging into how we ended up with a nasty collections issue. All we know is that a customer who’d always paid a bit late, but eventually did, suddenly didn’t. And, then it got ugly and out of hand. If we wound the clock back, […]
You’re right…they’re wrong? Ever wonder who came up with the notion that the customer was always right? Maybe it was an unhappy or “difficult” customer who saw it as being in their interest. Or maybe it was some desk jockey who’d never actually dealt with an unreasonable customer. Either way, like some other mantras, while […]
Hot’s lower and…cold’s higher Temperature is pretty important to what we do. Oddly however it’s the last letter in the principles of cleaning’s acronym WATCH (Water, Action, Time, Chemicals, Heat). It‘s almost as though heat was an afterthought. Perhaps that’s why we tend to overlook it’s role in accurately setting the detergent concentration when we’re […]
Just do it…One way Even though we can titrate with our eyes (almost) closed, it takes discipline to get a solid, consistent result. It isn’t all that technical, but like a lot of things, the key is having a repeatable technique. As an example holding the reagent bottle as vertically as possible will deliver a […]