Restaurant News Resource - Snow and Associates News

Most customer service improvement initiatives fail to produce sustained results. While such a statement may seem harsh, I think that most would agree with the statement based on their own experiences. - More

Archaeologists live for artifacts. As they unearth these fragments of the past-a shred of fabric, a silver pot, a crumbling wall, an ancient writing-they slowly begin, piece by piece, to build their understanding of a culture long gone. - More

Retaining excellent employees is a strong concern for all organizations in today's workplace. According to a massive study conducted by the Gallup organization, an employee's direct boss has the greatest impact on retention. - More

George Miliotes was the General Manager of the California Grill restaurant from 1995-2001. The California Grill is an upscale restaurant located on the top floor of the Contemporary Resort at Walt Disney World. George is a big believer in training and education. Disney World, of course, is known for training its cast members in the nuances of... - More

We all know that customer service initiatives come and go, usually beginning with a lot of fanfare and ending with a quiet departure. With each occurrence of this pattern, an organization's employees become more and more skeptical about subsequent service initiatives. - More

I don't like to shop. Clothes shopping, grocery shopping, car shopping; it doesn't matter – I don't like it. I want to get in, get what I want (fast), and get out. That's my strategy when I have to shop. Two recent shopping experiences, however, were pleasant surprises. - More

The term 'customer service' evokes different images in people's minds. One image could be that of friendly, smiling, helpful employees who go out of their way to serve you. Or it could be the opposite – indifferent, unfriendly employees who can't wait for you to leave or hang up the phone. - More