Over the years, I have seen that for most hospitality brands, especially restaurant chains, the guest experience drops the most at peak times. In fact, for some brands, nearly half the customer dissatisfaction comes during peak times. WHY IS THIS THE CASE? Imagine your brand is designed to serve 100 customers at peak time. That means if 100 customers come in, each is likely to experience the brand at the 100% level. What happens if 110 guests come in? Then the 110 guests must share the experience and each get 10/11th of the experience; or 91% experience level. The worrisome part is, for the brand to operate at 91%, nearly half the guests may get below 91% experience level. Is that acceptable for guests? Will the diluted experience make them want to come back? If 120 guests come in then the level drops to 83%. If 130 guests come in, then the...
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