Here's a discussion that took place this past weekend at Aspen Food & Wine with chef Sean Brock (Husk, Charleston, Nashville), chef Tom Colicchio (Colicchio & Sons, Craft, Top Chef), Mitzi Gaskins (JW Marriott Hotels & Resorts), chef Stephanie Izard (Girl and the Goat, Chicago). The topic: How do chefs and operators create a culture of hospitality and loyalty?
Colicchio says his "servers are empowered to go out there and create regulars... the number one reason someone comes back to a restaurant is recognition." Brock talks about expanding his company into another city. How is he going to translate his success at Husk into another city? He says: "...it's your job as the leader to create a very specific culture so that your Koolaide tastes so good that people just keep coming back... and then you create this culture where everybody's happy." Go watch:
Video: The Evolution of Customer Loyalty
· The Evolution of Customer Loyalty [YouTube, AMEX]