Innovative Consulting Solutions
Driving an extraordinary Guest experience is about the ability to hire and coach the right team, who believes “People will forget what you said, people will forget what you did, BUT people will never forget how you made them feel” - Maya Angelou
Business performance is about inviting those leaders at the unit level to take ownership for the results and present the relevant data in a monthly business review, inspiring all stakeholders to realize incremental improvement on the P&L through driving Guest and team member experiences. This process is a cross-departmental accountability exercise and requires enthusiastic leadership and a consistent review of relevant metrics.
Organizational design is most effective in a decentralized company, where business unit operators are given agency over their decision-making. The responsibility of an influential leader is to develop a complementary team, allow them to make mistakes, and help them to realize an owner's mindset.
