Bob Phibbs

NRF: Hospitality Dwarfs Service

January 19, 2012

FROM RETAILWIRE:
Danny Meyer, CEO and founder of Union Square Hospitality Group, believes providing good service is only a starting point to delivering on customers' expectations. Instead, hospitality is where retailers should be looking to tap the "most powerful differentiator" for their business. How does the concept of hospitality expressed in the article relate to the retail space?      [more...]

Love the quote about taking a picture and not capturing the feeling. So important. I think it is important to realize that those high HQ employees are rewarded by tips so they not only "can" do it, they are rewarded "for" doing it.

That's why I think the only hope for struggling retailers is to connect their service/or lack thereof to pay. I choose commission as you all know, but you have to reward the individual for connecting to another individual -- not the whole crew.

The wall so many initiatives hit is the analytical personality saying, "Yeah and how do we do this with $8 employees?" Zactly.