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Today’s Hospitality101 Show

Jeffrey Summers — Wed, 25 Aug 2010 04:06:15 +0000

www.BlogTalkRadio.com/Hospitality101

Today’s show dealt with several industry topics that include: social media, service, hospitality, marketing, and had brand mentions of: KFC, Hilton, Red Tomato and others. Check it out in the archives for free here.

We just passed 5,363 listeners. After just a year that’s a major accomplishment to us and we thank you all for listening and participating each week. See you next Tuesday!

To email me: Jeffrey at RestaurantWorx.com
For a free consultation, call me at 877-535-2324.

Listen to "Hospitality101", our weekly show on BlogTalkRadio every Tuesday from 2-4pm C.S.T.

Today’s Hospitality101 Show RestaurantWorx™

New Bootcamp Dates Announced

Jeffrey Summers — Wed, 25 Aug 2010 03:54:21 +0000

www.RestaurantSocialMedia.com

We just finalized the dates for the Dallas/Fort Worth and Northborough, Massachusetts Bootcamps. People are already registering due to the fact that we are only accepting 25 attendees for each. We simply like the interaction we achieve with smaller groups and the level of discussion is extremely interactive.

To learn more about the Bootcamps visit the event site at RestaurantSocialMedia.com

To register for the Dallas/Fort Worth Bootcamp, go here.

To register for the Northborough, Massachusetts (Boston) Bootcamp, go here.

Six Common Social Media Mistakes Made By Restaurants and Hotels

Jeffrey Summers — Tue, 29 Jun 2010 22:07:32 +0000

Just having completed the Restaurant & Hospitality Social Media Marketing Bootcamp in Chicago last week, I wanted to take a minute and talk about some of the most common mistakes we see being made by operators at all levels.

No goals. Without setting goals, your efforts become aimless and unfocused. Unless your social media strategy fits seamlessly with your overall marketing strategy, your message becomes fragmented and confusing to guests and results in killing your businesses momentum.
No measurement. You can’t pay the bills with fans and followers. You have to tie results to actual cash in the till. Doing anything in social media (or any of your marketing efforts in general) further than two degrees of separation from an actual sale is worthless and a waste of resources. The closer you engage a guest at their point of experience with your brand, the more impact your efforts will have on real loyalty and facilitating great word-of-mouth.
No social culture. The biggest factor that prevents a business from having any social media success (or any success in our business period) is that the actual business does not have a culture that encourages real engagement with its guests. FOH staff that can’t have real conversations with guests about their experiences, at the minimum, is not going to be able to fake it virtually. Real social media success begins in the dining room or lobby and without making a tangible difference in the moments your guests share with you, will only allow social media to amplify your mediocre levels of execution.This also includes using the wrong people to manage your social media efforts. You don’t want to give up this tremendous responsibility, facilitating relationships with your guests, to someone who isn’t engaging or who does not know your business. Outsourcing any part of the guest experience is always a definite “No” in our books. If you can’t find someone in your business who is the most “people friendly” then you have more problems than getting started in social media. And I don’t care if they know a tweet from a post, you can teach the technical stuff, but you can’t teach empathy or sincerity. This leads us to the next point.
Nothing to say. I get this question so much it scares me. “What do we talk about?” First you don’t talk about yourself. Stop pushing specials, coupons and discounts to your social media community. That’s not creating a relationship with your guests. That’s treating each one of them as nothing more than a transaction. That makes you a commodity and provides absolutely no basis of understanding who your guest is or why they visit you.Second, what you do talk about are those things that matter to your guests. What’s going on in their lives and how can you make an impact in those situations. Do they have kids? What events are their kids involved in at the moment? How can you make an impact in them? What are they celebrating in their life? What problems or difficulties can you help them overcome, within the context of your business? Do they work at a business that you need to establish and build a relationship with? How many names of core guests do you know? Can your staff recognize those guests on sight? What events do you have coming up? Pictures and video to share with your community? The list is endless.Third, understand that the conversation you have offline are no different than then ones you have online. Keep the focus on your guests and what’s important to them. Don’t be a social narcissist.
Our hospitality philosophy is centered around the simple understanding that every time a guest walks through your door, it’s a day in their life. First date, last date, engagement, divorce, birthday, anniversary, new job, old job, every success or failure is celebrated and if you can add to their level of enjoyment by making a significant difference in their day’s event, you can make an emotional connection that plants the seeds of real loyalty. Don’t add to it, and you are actually taking away from their celebration and won’t be remembered for anything positive.
Trying to be everywhere. The only platforms you need to engage in, are those where your guests are. Which means you have to have a conversation, at some level, to get a good understanding of where your guests socialize online (and offline!) . Where do they talk with their friends and family? That’s where you need to be, no place else. This might be one of the “Big 3″ (Twitter, LinkedIn or Facebook) but it could also mean someplace more local like your local newspaper’s website, in their culture sections (reviews, community news, etc…). Most likely you will reach more of your guests through these local community sources than the “Big 3″.Most times, the place where you should be, is in your own dining room, simply talking to guests. If 90% of your time isn’t spent talking to guests, or staff who do, then you’re not doing your job. How else will you find out what they’re celebrating today? Why they came? What they love about you? What they hate? Who and how they socialize? How much influence they have within their social circle? (This goes for both staff and guests!) Which leads me to the final point.
Forgetting staff. The most important people in your social media efforts are those front-line employees who greet, shake hands, talk to, laugh with, engage with, celebrate with, encourage, and serve every single guest, at every single table, every single day. They know your guests better and they know your business better. They make or break every guest experience. Your guests know them better than they know you. Plus there’s simply more of them. Ignoring the impact that your staff has and can make is insane. Which is why the first people you need to dedicate yourself to are them. Don’t hold them back from being a part of your social media efforts. In fact, insist on it. It should be a criteria for employment. If you have a decent Facebook or Twitter presence as your main social media focus, then so should your staff. There’s nothing more powerful than a server commenting to a guest on your social media outpost with: “Hey George! Glad to see you visiting our Facebook Fan Page. I wanted to thank you for allowing me the pleasure of taking care of you and Helen when you were in celebrating your 40th anniversary last night. I’ll email you some of the pictures and video we took so you can share it with your family and friends.”

There are more, and we’ll talk about them in other posts. I’d love to know what you think or if you have other questions.

Memorial Day 2010

Jeffrey Summers — Sun, 30 May 2010 00:10:42 +0000

For many of us, the Memorial Day Weekend means picnics, quick trips out of the city and time relaxing. Please stay safe no matter what you and your family are doing for the holiday.

However, we must also take the time to remember the reason for this first warm weather holiday of the year … the ultimate sacrifice that has been made by brave men and women in the cause of protecting that safety and security. We may debate among ourselves the politics that brought on the critical conflicts throughout history but we must never dishonor the supreme sacrifice far too many have made that allow us to continue that debate so freely.

These heroes are dead. They died for liberty – they died for us. They are at rest. They sleep in the land they made free, under the flag they rendered stainless, under the solemn pines, the sad hemlocks, the tearful willows, and the embracing vines. They sleep beneath the shadows of the clouds, careless alike of sunshine or of storm, each in the windowless Place of Rest. Earth may run red with other wars – they are at peace. In the midst of battle, in the roar of conflict, they found the serenity of death. I have one sentiment for soldiers living and dead: cheers for the living; tears for the dead

-Robert G. Ingersoll

No related posts.

The Social Media Marketing Bootcamp: Chicago

Jeffrey Summers — Sun, 25 Apr 2010 22:57:21 +0000

We’ve finalized the plans for taking the Bootcamp to Chicago. Check out the details on the event website at RestaurantSocialMedia.com

Several people are already signed up and it looks like it may be a sell-out. Early bird registration is available as well as VIP pricing for any state or National Restaurant Association members. See the FAQ page for a complete list of VIP pricing plans for several different organizations and sponsors.

SBA Warns of Phony Loan Schemes

Jeffrey Summers — Mon, 05 Apr 2010 22:27:20 +0000

The U.S. Small Business Administration (SBA) is warning small
businesses to use caution if they are contacted by firms offering to help them
apply for funds available through SBA programs.

SBA and SBA’s Office of the Inspector General (SBA OIG) have received
several complaints from small businesses about abusive marketing practices,
scams, and exorbitant fees charged by firms offering to help them obtain a
loan, grant, or other federal funds, from SBA.

Some of these complaints include:

• Firms charging small businesses high fees to provide assistance applying to
SBA funding programs. Some firms allegedly guaranteed that the small
business would obtain SBA funding if they paid the fee. SBA does not endorse
or give preference to specific private companies or their clients.

• Firms charging small businesses for services never requested after the small
business gave bank account and routing information to a caller claiming to be
a firm offering assistance. SBA recommends that small businesses never
provide social security numbers, bank account information, or credit card
numbers to anyone; and, never over the telephone.

• Firms alleging that a small business would be issued a “forfeiture letter” that
would make the small business ineligible for any SBA funding for three years if
the small business refused to use the firm’s services.

When electing to use a third party to apply for SBA funding programs, small
businesses should also bear in mind:

• Small businesses can get free assistance in person or by calling one of SBA’s
68 District Offices and from information on SBA’s Web site (www.sba.gov).
They can also get assistance from Small Business Development Centers,
Women’s Business Centers, Veterans Business Outreach Centers and SCORE
Chapters, either free or for a reasonable fee. Location and contact information
for the centers can be found on SBA’s Web site.

• Small businesses should ask for references and confer with trusted
colleagues and institutions, such as the Better Business Bureau, when
selecting service providers.

• Small businesses should clearly establish and document: 1) What they are
being charged; 2) When they will be charged; 3) What they must do; and 4)
What services they will receive.

SBA’s Office of the Inspector General will investigate and respond to all
complaints. SBA encourages anyone with knowledge of a misrepresentation
regarding SBA Business Loan Programs, or any other SBA program, to contact
SBA OIG by calling the OIG Hotline toll-free at (800) 767-0385, or submitting
an online report at the SBA OIG Web page (www.sba.gov/ig), and click the link
for “Report Fraud Waste or Abuse.”

Anyone who has a question regarding an SBA loan or any SBA program, may
contact their local SBA District Office, the SBA Answer Desk at 1-800-U-ASK-
SBA (1-800-827-5722) or e-mail answerdesk@sba.gov.

No related posts.

Tax Credits For Small Business Health Care Plans

Jeffrey Summers — Thu, 01 Apr 2010 20:40:49 +0000

Many small businesses and tax-exempt organizations that provide health insurance coverage to their employees now qualify for a special tax credit, according to the Internal Revenue Service.

Included in the health care reform legislation, the Patient Protection and Affordable Care Act, approved by Congress and signed by President Obama on March 23, the credit is designed to encourage small employers to offer health insurance coverage for the first time or maintain coverage they already have. In general, the credit is available to small employers that pay at least half the cost of single coverage for their employees.

“This credit provides a real boost to eligible small businesses by helping them afford health coverage for their employees,” said IRS Commissioner Doug Shulman. “We urge small businesses and tax-exempt employers to look closely at this important tax break – which is already effective – to see if they qualify.”

The maximum credit is 35 percent of premiums paid in 2010 by eligible small business employers and 25 percent of premiums paid by eligible employers that are tax-exempt organizations. In 2014, this maximum credit increases to 50 percent of premiums paid by eligible small business employers and 35 percent of premiums paid by eligible employers that are tax-exempt organizations.

The credit is specifically targeted to help small businesses and tax-exempt organizations that primarily employ low and moderate income workers. It is generally available to employers that have fewer than 25 full-time equivalent (FTE) employees paying wages averaging less than $50,000 per employee per year. Because the eligibility formula is based in part on the number of FTEs, not the number of employees, many businesses will qualify even if they employ more than 25 individual workers.

The maximum credit goes to smaller employers – those with 10 or fewer FTEs – paying annual average wages of $25,000 or less.

Eligible small businesses can claim the credit as part of the general business credit starting with the 2010 income tax return they file in 2011. For tax-exempt employers, the IRS will provide further information on how to claim the credit.

The IRS will use postcards to reach out to millions of small businesses that may qualify for the credit. The postcards will encourage small business owners to take advantage of the credit if they qualify.

More information about the credit, including tax tips, guides and answers to frequently asked questions, is now available on the IRS Web site, IRS.gov.

April 1st – Last Day For Early Bird Registration

Jeffrey Summers — Thu, 01 Apr 2010 03:05:52 +0000

It’s the hottest ticket in town! And tomorrow, April 1st, is the last day to get the early-bird ticket price for the Restaurant & Hospitality Social Media Marketing Bootcamp in St. Louis, April 26-27 . After tomorrow all ticket prices remain full unless you have a VIP code from any state restaurant association (Missouri and Illinois are sponsors) or a memberhip in the National Restaurant Association. Also, Mashable fans can find a VIP code also on the Mashable Social Media Event Calendar. Check out the event website at RestaurantSocialMedia.com for details and registration. Or to just get signed up now and grab the early-bird ticket price go to the event registration page here. See you in St. Louis!

The Social Media Marketing Bootcamp: Chicago

Technomic Details Slowdown in Chain Restaurant Growth Rates

Jeffrey Summers — Wed, 31 Mar 2010 21:42:53 +0000

Chicago, March 25, 2010, Business Wire – The 500 largest U.S. restaurant chains registered a decline in sales, posting 0.8 percent annual sales decline in 2009. According to data released today by Technomic Inc., in its annual reporting on the top U.S. restaurant chains, the leading foodservice consultancy found that U.S. systemwide sales for the Top 500 declined to an estimated $230.0 billion in 2009, down almost $2 billion over 2008.

“As the U.S. economy remained in a recession, restaurant operators continued to face a host of challenges, including cost pressures followed by declines in consumer dining demand. The data in this report clearly supports what we’ve been hearing in our consumer research surveys over the past year. Sales among the Top 500 restaurant chains contracted 0.8 percent in 2009, versus 3.4 percent growth in 2008,” said Ron Paul, President of Technomic. “Many chains scaled back their U.S. unit expansion efforts and shuttered underperforming stores, growing units by just 0.3 percent compared with 1.8 percent a year ago.”

Growth came from the limited-service Mexican, Bakery Café and Donut categories with Chipotle, Panera Bread and Dunkin’ Donuts posting 2009 sales growth of 13.9 percent and an estimated 7.1 and 3.7 percent, respectively. McDonald’s, the largest U.S. restaurant chain, grew 2.9 percent with sales estimated at $30.9 billion. Subway continued to dominate the growing Other Sandwich segment with 4.2 percent sales growth and total sales of $10 billion, which is considerably better than the 0.8 percent growth posted by the Other Sandwich chains collectively. Subway continues as the second-largest restaurant chain in the U.S., followed by Burger King, Wendy’s Old Fashioned Hamburgers and Starbucks.

Limited-service chains within the Technomic Top 500 accounted for 85 percent of all U.S. “fast food” restaurant sales. As a whole, this group grew at a rate of 0.1 percent. Asian, which grew at 5.9 percent, was another limited-service subsegment with sales growth well above their segment average. Within this group, Panda Express, a California-based chain, grew 8.8 percent with sales of $1.2 billion.

Growth continued to be driven by fast-casual chains. The Mexican category was led once again by Chipotle Mexican Grill and Qdoba Mexican Grill, posting U.S. systemwide sales growth of 13.9 and an estimated 6.5 percent, respectively. Standouts in the hamburger segment included Five Guys Burgers and Fries and The Counter with estimated sales growth of 50.2 and 67.3 percent, respectively.

Full-service chains within the Technomic Top 500 accounted for roughly 40% percent of all U.S. restaurant sales within this segment. As a whole, this group decreased sales 2.9 percent. Asian, which grew at 2.9 percent, was the only full-service subsegment with positive sales growth. Within this group, several mid-sized brands, including RA Sushi Bar Restaurant, Stir Crazy Asian Grill and MuHot Mongolian Grill, drove its growth with double-digit sales increases.

Within Top 500 full-service restaurants, the real story was in the Steak category, which experienced a decline in sales of 6.4 percent, a deeper decrease than the 0.7 percent decline seen in the prior year. This group continued to be affected by declining customer traffic and check averages, slowing unit expansion and closures. Seafood and Mexican categories also posted below-average results with sales declines of 4.2 and 4.0 percent, respectively.

The Ten Fastest-Growing Chains with Sales Over $200 Million

Ranked by Percentage Increase in Sales in 2009 vs. 2008

Rank	Chain	2009 U.S. Sales ($MM)	% Sales Change	% Unit Change
1	Five Guys Burgers and Fries	$453 *	50%	52%
2	Tim Hortons	446	23	8
3	Buffalo Wild Wings Grill & Bar	1,496	22	16
4	Jimmy John’s Gourmet Sandwich Shop	602 *	21	18
5	Wingstop	307	20	9
6	Noodles & Company	230	15	13
7	BJ’s Restaurant & Brewhouse	430	14	12
8	Chipotle Mexican Grill	1,517	14	14
9	Firehouse Subs	206	10	5
10	Potbelly Sandwich Works	246 *	10	4
	Total	$5,933	19%	16%

*Technomic estimate

In total, the top 10 fastest-growing chains’ sales accounted for $5.9 billion, a 19 percent increase over 2008. Unit counts grew 16 percent.

While the Top 500 chains posted a decline in sales in the aggregate, individual results varied dramatically with sales ranging from Yogurtland’s 157.7 percent growth to Bennigan’s Grill & Tavern’s 71.8 percent estimated sales decline. Only 40 percent of the Top 500 restaurant chains posted at least nominal sales increases; 283 of these chains suffered sales declines in 2009 compared to only 213 in 2008. Both winners and losers appeared in each segment and menu category. These widely-mixed results demonstrate the overall competitiveness of the industry and the need for suppliers and operators to carefully identify and focus on the winners.

International performance by the Top 500 restaurant chains significantly outperformed their domestic counterpart growth in 2009. International sales (up 3.3 percent) outpaced U.S. sales (down 0.8 percent); international unit growth was also up 5.2 percent versus 0.3 percent for U.S. units.

The Technomic Top 500 Chain Restaurant Report provides Technomic’s exclusive 5-year sales forecast by menu category, update on franchise and international activity, 5-, 10- and 20-year trend analyses, outlook for the future, market share by menu category, and much more.

To purchase or learn more about this and other industry reports from Technomic, please visit www.technomic.com or contact one of the individuals listed below.

Jeffrey & Gary Talk About The Bootcamp on H101

Jeffrey Summers — Wed, 10 Mar 2010 18:20:37 +0000

Click here to listen H101_SMMBC2010