From The Playbook

The first operator is building. He has something working and he wants to make sure the next move is the right one. New location. Key hire. Menu overhaul. Service model change. The decision is in front of him, not behind...

Not a revenue number. A discipline. At every level of the operation — simultaneously. The operator who didn't grow never defined what success actually required. Never built the product the Guest actually needed. Never developed the cast that could deliver...

The missed call isn't your problem. The overwhelmed human is your problem. There's a category of AI tool being sold to restaurant operators right now that promises to solve missed calls. Answer the phone 24/7. Never miss a reservation request....

Tech has to support the Guest Experience, not supplant it. Fourteen waves of receipts.Since 1982, my position on technology in our business has been the same.Tech has to support the Guest Experience, not supplant it.That year was the first time...

It never ceases to amaze me how many people post content about how to do things they've never actually done.I'm not talking about researchers, academics, or analysts. They have a lane and they know it. I'm talking about platform CEOs...

Five levers, five closing gaps, and the model that doesn't depend on either.Most operators don't know they're running an arbitrage.They think they're running a restaurant.But if you strip the floor away and look at what's actually generating the money, what...