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Presented by Scott “Q” Marcus

on behalf of Hospitality 101

Keep Your Business Strong During Difficult Times

Keep On Smiling!

Making Change

If I Always Do What I’ve Always Done…

I’ll Always Be Where I’ve Always Been.

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Management’s Prayer

So far today, God, my employees have been just great!

They haven’t grumbled, lost tempers,

gotten grumpy, nasty, selfish, over-indulgent,

or told any customers to mind their own business and

“figure it out for yourself!”

I really am glad about that!

But, in a few minutes, God, we’re going

to open the store,

from then on I'm probably going to

need a lot more help.

The Numbers4

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Example #1

The Coffee Shop5

1 Cup $1.82

Days per Week 3Income per week $5.46Income per year $284Five Year $1,420Happy Index $7,098Unhappy Index ($18,455)

Is a Small Customer Worth the Hassle?

Example #2

The Video Store6

1 Rental $2.99

Rental per Week 2Income per week $5.98Income per year $311Five Year $1,555Happy Index $7,774Unhappy Index ($20,212)

Is a Small Customer Worth the Hassle?

Example #3

Family Restaurant7

1 Meal $34.92

Meals per week 1Income per week $34.92Income per year $1,816Five Year $9,079Happy Index $45,396Unhappy Index ($118,030)

Is a Small Customer Worth the Hassle?

death 1%

move 3%

Why They Leave

8“Lessons from the Field” by Howard Feiertag and John Hogan

friend 5%

competitor9%

product14%

Attitude68%

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Attitude Contagion

I bet living in a nudist colony takes all the fun out of Halloween. -Age 13

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Albert Mehrabian [Nonverbal Communication (Chicago: Aldine-Atherton, 1972)]

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93%Non Verbal

55%

Use of Voice38%

Verbal7%

Attitude Talks

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Attitude Talks

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Attitude Talks

Attitude Talks

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Attitude Talks

Attitude Talks

Attitude Talks

Attitude Talks

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Attitude Talks

Attitude Talks

Questions

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Open

Closed

Inquiry

Confirmation

L A S T

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Conflict!

L istenA pologize (acknowledge)

S olveT hank

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Why Wait?

286 M StreetCrescent City, CA 95531 

707-464-8347 x 266(ask for Mary)

www.Hospitality101.biz