Busy managers are doers. They jump behind the bar, fix tickets, close tills—because “it’s faster if I just do it.” But the problem is, you never grow past firefighting. Productive managers: - Train staff so tasks don’t bottleneck with them. - Empower supervisors with responsibilities. - Build accountability systems so the manager can focus on coaching instead of doing. Case Example:A floor manager insisted on doing all guest complaints herself. Staff waited for her every time. Eventually, she trained two supervisors to handle first-level complaints using a simple script: “Listen. Apologize. Offer. Escalate only if necessary.” Complaints dropped by 40% because staff could solve issues instantly. Reflection Exercise: - Write down one task you refuse to delegate. - Why haven’t you delegated it? - What training or trust system would allow you to hand it off this week?

I’ll never forget the moment I first understood the difference between a transaction and a value exchange. A transaction is simple: a guest gives us money, we give them food and service. But what if we could elevate that moment so much that the guest actually thanks us for the opportunity to pay? That’s the heart of what I call the Thankful Customer Economy. 🍊 The Orange & Apple Analogy Imagine this: one person has a delicious orange, another has a crisp apple. They trade, and both walk away happy, even thanking each other. Why? Because both felt like they gained more than they gave. That’s the magic we want to create in hospitality. 🍽️ From Transaction to Value Exchange Our guests give us their hard-earned money (their orange). In return, we give them our food, service, and atmosphere (our apple). The goal is to make our “apple” so exceptional that they leave thinking they got the better end of the deal. 🔑 The Three Pillars of Creating the Bargain 1. The Product → Exceed expectations with great food, presented with pride. 2. The Service → Add the personal touch: anticipate needs, connect genuinely, handle challenges gracefully, and notice the little things. 3. The Atmosphere → Deliver the unseen experience: clean spaces, great energy, and a welcoming environment guests can’t get at home. 🙏 The Result: A Thankful Customer When we get this right, guests don’t just leave full — they leave grateful. That “thank you” at the end isn’t just polite. It’s real. It’s loyalty. It’s the foundation of repeat business and word-of-mouth growth. In the Thankful Customer Economy, we’re not just servers or managers. We’re artisans of the value exchange. 💬 Question: What’s one small detail you’ve seen — or done — in a pub or restaurant that turned a simple transaction into a genuine thank you?

Operations isn’t just logistics — it’s the engine that powers everything: efficiency, cost savings, customer experience, and profitability. Here’s the breakdown: - Process Efficiency → streamline workflows, cut waste. - Resource Management → maximize people, tools, and materials. - Quality Control → consistent standards = loyal customers. - Supply Chain → right product, right time, best value. - Customer Experience → smooth internal systems = happy repeat guests. Why it matters: - Lower Costs: Smarter processes = less waste and admin. - Higher Revenue: Faster service + better quality = repeat business and referrals. - Risk Control: Spot problems early, protect the brand. And the real power? Data.KPIs like cycle times, defect rates, and on-time delivery show us where to improve. Example: upgrading our inventory system cut stockouts by 15% in one quarter — boosting both sales and loyalty. But operations doesn’t succeed alone. It thrives when leaders: - Align strategy with operations. - Break down silos across departments. - Invest in tech & improvements. - Champion continuous improvement. 👉 Takeaway: Operations isn’t about “keeping the lights on.” It’s our competitive advantage. 💬 Question for you: Where in your business could tightening operations have the biggest impact right now?