Thursday, October 11, 2007

The Story You Want To Tell:

Every restaurateur wants to tell a story. The story is crafted by the design of the space, the character of the furnishings, the quality of food, the warmth of the service and the overall feel of the experience. Restaurateurs believe they can guide their guest smoothly done this path. They further believe that the story they tell will be comprehended in the manner in which it was fashioned. Nothing could be further from the truth.

One never knows where a guest will enter the story and how the story will be perceived. Touchpoints are important here because the story must be authentic at all touchpoints. The telephone or online reservation, the hostess, the server, the space, the food and drinks, the valet, the physical plant, the coat check must all convey the same story.

When touchpoints are not synchronized, then the guests might not hear The Story You Want To Tell!