March 2011 Blog Posts (54)


Non-Operator
How Review Sites Make You Provide Better Service

People are using review sites, such as Yelp or Foursquare, to help them decide where to go for dinner, drinks, entertainment and so much more. These review sites are a great way for the…

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Added by Barry Chandler on March 31, 2011 at 6:17pm — 3 Comments


Non-Operator
5 Ways Social Media Can Improve Customer Service

As Facebook and Twitter begin to play a bigger part in the customer experience, it’s important to understand how these mediums can affect your business. Gone are the days when customer comments or complaints were limited to product or service reviews on their website. With social media’s reach extending even further…

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Added by Barry Chandler on March 31, 2011 at 6:11pm — No Comments


Non-Operator
5 Reasons you need to attend the Irish Pubs Global Conference

I’ll be speaking at the Irish Pubs Global Conference in Philadelphia April 18-20th on “How to create a profitable social media strategy for your bar” and if you own, manage or work in an Irish Bar/Pub, then this is a “must attend” Check out the video below to see my 5 reasons why you need to attend. You can get your advance tickets here if you plan…

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Added by Barry Chandler on March 31, 2011 at 6:08pm — No Comments

Safety, security and Richard Simmons?!

What a riot!  Other than Southwest Airlines, the safety briefing on an airline is a reasons to tune out before you takeoff (you shouldn't - but hey... after about a hundred of these it's hard to pay attention sometimes).

Air New Zealand came up with this video that combines humor and safety to remind passengers.  Whats the lesson learned? 1) try not to take yourself too seriously and 2) be creative in your engagement to connect to your audience. 

The video has earned more than…

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Added by Steven Groves on March 31, 2011 at 3:04pm — No Comments


Non-Operator
A Report From The Front Lines

 

Greetings from the just-concluded Restaurant Leadership Conference, where your humble servant was a panelist.  More about the panel later, but first some overall impressions.

 

Ron Paul of Technomic reported broad-based signs of strengthening performance for…

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Added by Rod Guinn on March 31, 2011 at 3:30am — 2 Comments

You can post if you want to, you can leave your friends behind ... Yeah, you know the rest of the song.

What should I post and do I need to join every social media website?

Today I read two very good blog post by Jill Clark title, “Social Media Sins - East Side Marios” and one by Michael L. Atkinson… Continue

Added by Robert Vasquez on March 30, 2011 at 9:00pm — No Comments


Operator
Of Superman and Authentic Customer Service on Twitter

The staple of the superhero mythology is, there’s the superhero and there is the alter ego. Batman in reality is Bruce Wayne, Green Lantern is Hal Jordan, Spider-Man is really Peter Parker. When that character wakes up every morning, he’s Peter Parker. He has to put on a costume to become Spider-Man.

And it is in…

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Added by Ty Sullivan on March 29, 2011 at 7:00pm — 3 Comments

Social Media Tools Are Killing Their Own Value



I officially have conceded to the app developers and the contra-browsers mavens that are developing so many different ways to do the same thing, that I have lost not only count, but interest. Do we really need…

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Added by Michael L. Atkinson on March 29, 2011 at 3:00pm — 12 Comments


Non-Operator
Do You Treat Your Car Better Than Your Managers?

A new car is all crazy-fresh-n’good when it rolls off the lot, but more than anything you hope (darn well expect) that it will go for miles and miles without trouble. Granted, it is going to need some more gas, an oil change and, at some point, new tires. And if you get in an accident, you might need to straighten the frame, or give it a coat of paint. Would you say that your odds are better at having your car last longer/go farther if you stay current with all the maintenance and service…

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Added by Chase Leblanc on March 29, 2011 at 9:30am — 2 Comments

America's Next Great Restaurant: Where Is Social, Technology?

During the first four weeks of America's Next Great Restaurant, we've seen some of the…

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Added by Josh Hersh on March 29, 2011 at 3:00am — 1 Comment

DAWG Talk: Industry Wisdom: Responses

Recently, I had a simple request and you did not disappoint.  I asked you to share your industry wisdom.  Whether you led a giant organization or washed dishes in a single location.  Whether you managed a team or took direction.  Or, whether you ever discovered something as a guest, I asked you to…

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Added by David Rose on March 28, 2011 at 7:07am — No Comments


Non-Operator
The Brand Killer

 

What do marriage and customer service have in common?  Let’s start with the obvious.  They are both about relationship.  They both require interaction.  They are about human emotion and feelings.  I’m sure you can add to the list. 

 

Just for fun, let's begin by examining the 3 phases of marriage. The following account is based on hearsay not…

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Added by Bill Campion on March 28, 2011 at 5:49am — 6 Comments

Why bother with a professional online presence?

Regardless of how anyone feels about having a website or being involved in social media; customers are becoming more and more active online. Love it or hate it, you need to have a solid up to date online presence. AIS recently released a study reporting that 89% of consumers research a website…

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Added by Matthew Werner on March 26, 2011 at 12:30pm — No Comments


Non-Operator
Opposite Ends of The Customer Service Spectrum

 

Starbucks and Meijer is probably enough said but as usual I can’t help myself.  I visited both today and I want to share my observations.  

 

My Starbucks experience was rather typical.  It was 8:00am and the place was buzzin.  Baristas with smiles on their faces crankin out java at record speed.  I had a meeting with a former colleague and we…

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Added by Bill Campion on March 25, 2011 at 4:30am — 4 Comments

Commonly Extraordinary

So I just recently returned from a 4 day trip to New York City and one of my addictions of travel is of course eating out. Who doesn’t love the restaurant Mecca that is referred to as Manhattan. I was all over the place grabbing ethnic delicacies from all corners of the globe. I even endured the long lines for a burger at Shake Shack and an equally long line at the Meatball Shop. Some high end spots and the Thompson hotel in SoHo also made my list but I was very surprised by a new hip…

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Added by Van Anderson on March 24, 2011 at 5:41pm — No Comments

An Open Letter to Deals Junkies

According to a CNNMoney.com article, consumers have had just about enough of the deals emails – even if the deals are great. That's why I've put together an open letter to deals junkies for restaurants to use in their marketing. Enjoy!

 

Dear Deal Junkies,

The rest of the world is concerned with your health. Here’s why:

  • Your friends don’t want to eat with you because you only want…
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Added by Amanda Brandon on March 24, 2011 at 11:15am — No Comments


Non-Operator
Special Update: FDA Guidelines on Menu Labeling DELAYED

I'm not sure how many of you out there are affected by menu labeling laws, or follow the news about them.  If you ever read my blog you know that keeping the industry up to date with the latest information in menu labeling is very important to me (sarcastic tone: wow, what a fascinating passion).  

 

For the past year we have been waiting on the FDA to release the final version of…

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Added by Alyson Mar, RD on March 24, 2011 at 8:00am — No Comments


Non-Operator
The Cost of Nutrition Analysis: Local Spotlight

Hi all, a busy week at the office, so I took some blog material from the FoodCALC consumer blog Dining by Numbers, I hope you like it:

 

As someone who works in the restaurant industry, I know that a big complaint among restaurant operators when I ask them about providing calorie information to their customers is simple: cost.  You see, the traditional method that…

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Added by Alyson Mar, RD on March 24, 2011 at 7:54am — No Comments


Non-Operator
Private Equity Firms and Restaurants: Motivations and Results to date

 

Recently, the press has been full of reports of private equity (PE) firms receiving outsized returns on prior restaurant investments. Examples include the reported Sun Capital 13 times return on its 2003 Bruegger’s investment, Olympus’ Partners reported 8 times return on its  K-Mac predominately Taco Bell franchisee group, Falfurrias selling Bojangles (unit counts up 30% since 2007). CKE Restaurant’s is now working a dividend via new debt for its owners, as did Dunkin Brands…

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Added by John A. Gordon on March 23, 2011 at 7:16am — No Comments

Free recipe food cost tool

I don't think I have to tell you how important it is to know your cost when preparing a recipe. Here is a tool my team and I developed to help figure out those costs. We want to make this the best FREE recipe costing tool with your help. Try our tool and post your suggestions. We want to hear from you!…

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Added by Robert Vasquez on March 22, 2011 at 7:00am — No Comments

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DEPARTMENTS

Social Wine Club for Craft Wineries

Smartbrief

Restaurants may feel the pinch of pricier coffee later this year

Prices for arabica coffee futures hit a 26-month high amid a drought in Brazil, which produces a third of the world's coffee  -More

McDonald's rules out all-day breakfast in push to simplify

McDonald's breakfast menu accounts for 25% of the chain's U.S.  -More

Easy ways to use 5 uncommon spring greens

As light, crisp greens arrive at farmers markets and grocery stores, chefs are finding creative ways to add them to spring me -More

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National News

National Restaurant Association Offers Training DVDs on Harassment Prevention, Social Media Use, and Customer Service

The National Restaurant Association has released three new DVDs that offer best practices in dealing with harassment and discrimination, customer service training, and the first of its kind video guide on the use of social media.

Yum! Brands Reports First-Quarter EPS Growth of 24% Excluding Special Items

China Division System Sales Increased 17% with Operating Profit Growth of 80%; Yum! Reaffirms Full-Year Guidance of at Lea

Souplantation & Sweet Tomatoes Certified As Nation's Largest 'Green' Restaurant Chain

National Group Salutes Country's Only Large Restaurant Group to be 'Certified Green Restaurants®'

National Restaurant Association and EatStreet Release Online Ordering Guide

The National Restaurant Association and EatStreet have released a free educational guide focusing on online ordering and emerging restaurant technology trends.

Boyd's Coffee Launches Single-Cup Coffees For Retail And Foodservice

The coffees come in a variety of roast levels and include organic and Rainforest Alliance Certified™ options: French No. 6®, Red Wagon® Organic Coffee, Good Morning™, Hi-Rev® (delivers more caffeine), and Lost Lake™ Decaf Organic Coffee.

CROWD FUNDING

If you are looking for capital to start or grow your restaurant, create the next 501c3, develop and launch the next app for the restaurant industry,or want to help your peers in some meaningful way, we want to know about it.

TED TALKS VIDEO

TED: Hamish Jolly: A shark-deterrent wetsuit (and it's not what you think) - Hamish Jolly (2013)

Hamish Jolly, an ocean swimmer in Australia, wanted a wetsuit that would deter a curious shark from mistaking him for a potential source of nourishment. (Which, statistically, is rare, but certainly a fate worth avoiding.) Working with a team of scientists, he and his friends came up with a fresh approach — not a shark cage, not a suit of chain-mail, but a sleek suit that taps our growing understanding of shark vision.

TED: Michel Laberge: How synchronized hammer strikes could generate nuclear fusion - Michel Laberge (2014)

Our energy future depends on nuclear fusion, says Michel Laberge. The plasma physicist runs a small company with a big idea for a new type of nuclear reactor that could produce clean, cheap energy. His secret recipe? High speeds, scorching temperatures and crushing pressure. In this hopeful talk, he explains how nuclear fusion might be just around the corner.

TED: Sarah Lewis: Embrace the near win - Sarah Lewis (2014)

At her first museum job, art historian Sarah Lewis noticed something important about an artist she was studying: Not every artwork was a total masterpiece. She asks us to consider the role of the almost-failure, the near win, in our own lives. In our pursuit of success and mastery, is it actually our near wins that push us forward?

TED: Matthew Carter: My life in typefaces - Matthew Carter (2014)

Pick up a book, magazine or screen, and more than likely you'll come across some typography designed by Matthew Carter. In this charming talk, the man behind typefaces such as Verdana, Georgia and Bell Centennial (designed just for phone books -- remember them?), takes us on a spin through a career focused on the very last pixel of each letter of a font.

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