This week 17-year-old Mia Griffiths has provided us all with an important gift. She bravely called out appalling racist customer behaviour. All the evidence suggests that Griffiths’ employer supported her immediately and comprehensively. For the rest of us, it is a timely reminder of employer responsibility and the steps that we must take before such [...]
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So far James O'Connell has created 33 blog entries.
Back in June I asked, do you want to improve your profit? And I argued for the practice of Open Book Management (OBM). Here’s another reason for committing to OBM ... It’s August, and right now I’m sitting in the Michigan sun, watching the crowds enjoy their #488 Erin’s Evil Twins or #422 Eddie’s Big [...]
Loving the spirited ‘café quality’ discussion prompted by Penny Flanagan and Sam Mannering this last week on stuff.co.nz. Flanagan calls for New Zealand café’s to generally ‘do so much better’ critiquing diverse elements of her experience from wobbly tables to the, ‘order at the counter and take a number on a stick’ service model. These [...]
Southern pride is a thing … Speights may have inflated the “good on ya mate” character and humour of Central, but the understated warmth and humour captured by the Speights campaign still connects. Right here, in the Public Bar at the Ranfurly Hotel I can’t help but smile. There’s a large sign in black print [...]
She may love your Ensalada de Salmon but is she telling others? You know business in the 21st Century is relationally driven – it’s all about who wants to be in a relationship with your business and who is prepared to shout it out. You know having LOTS of customers who actively promote your business [...]
Let’s not hide behind the perceived glamour, hospitality is a margin challenged industry; debt, rent, cost of goods, wage increases, and talent shortages – it’s a daily battle. The sheer number of cafés and restaurants exhausts the pool of people available for an industry that is physically and socially demanding. And, you need a team [...]
Toyota New Zealand - a case study in excellence All over New Zealand, restaurants, bars and cafés are haemorrhaging money through their cost of goods. The haemorrhage is happening for only a few reasons: It’s not a sexy area of focus (unless you believe actual results are sexy) Turn-over may be great - especially in [...]
Ok, so your turn-over is not bad, maybe even good, but you’re still not making good money? A successful hospitality business is more than a shop that sells food and beverage. The decision to open a hospitality business is very exciting; especially when you’re creative and talented. You come up with a great idea, you [...]
Open Book Management (OBM) is about sharing business information with employees. It’s about creating a connection through a sense of ownership and responsibility from everyone on your team. For 20 years now, I’ve been highlighting the importance of OBM. For most of my clients it’s a challenging idea, because: They never experienced OBM in their [...]
‘Equity’ refers to the value of your business and acts as a key value metric for your business. As the Industry faces employee shortages, it’s important to measure and improve your ‘employee equity.’ Two strong indicators of excellent ‘employee equity’ are low turnover and high productivity. The best hospitality businesses have low employee turnover rates [...]