What happens when a tip amount on the credit card line doesn't correspond to the total?Bad math by the customer!BUT... does the rule "always go by the total apply"?? NO!! Every situation must be looked at independently - by a manager. There is

Servers Paying for Credit Card Fees? NO WAY!

Feb 14th, 2022 20m 52s

Recently we came across a restaurant that just implemented a new policy that servers would have to pay for the restaurant's credit card fees that they incurred.We disagree with that policy wholeheartedly.That is a cost of doing business. That i

That Wine Was HOW Much?

Feb 14th, 2022 28m

You ask your server for a good glass of wine. They recommend one. They don't tell you how much it is; you don't ask.Turns out it's $50 a glass. You've had three glasses.Whose fault was it?Support the show (https://www.paypal.me/hospitalitydefen

You Call That a Fish Sandwich?

Feb 2nd, 2021 36m 31s

With special guest Meredith Soleau, President of 424 DegreesDuring Covid-19, it's important that restaurants and other small businesses are operating at peak performance; however, we all have a bad day. Meredith and Jay discuss how customers ne

Are Your Servers Tour Guides or Just Order-Takers?

Jan 19th, 2021 32m 12s

Be honest - are your servers doing the best they can? Are they guiding your guests through their culinary experience or just taking orders and turning tables?The difference between the two can make or break you.Support the show (https://www.pay

Customer Service and the Car Business

Jan 5th, 2021 45m 16s

With special guest Jim Ziegler (The Alpha Dawg)The car business has changed. It's more customer-focused than ever before. Do you have certain feelings about car salespeople or the car buying experience? He may just change your mind.Hear from ve

Bonus

Good Riddance 2020 - Hello 2021!

Dec 30th, 2020 3m 29s

Short episode to finish up the year.Remember, you can make or break someone's day. Why not make it?Here's to staying positive and making 2021 a better year!Support the show (https://www.paypal.me/hospitalitydefender)

The One-Star Chef and Yelp

Dec 22nd, 2020 50m 24s

The most (in)famous chef on the Internet, Chef Davide Cerretini, joins me as he explains how he declared war on Yelp!In 2014, Yelp kept contacting Davide to advertise with them. He refused. Then he saw his positive reviews disappear and his bad

The Answer Is Yes. Now What's The Question?

1 Dec 15th, 2020 54m 37s

We Don't Determine What Good Service Is - The Customer DoesWith special guest: W. Scott CassIs customer service top-of-mind with you and your staff? Do you do whatever it takes to fix a problem? Is your mindset always customer-focused or stuck

Inspect What You Expect

Dec 8th, 2020 41m 26s

When you're running a business it's important to have processes in place! From training programs to steps of service to keeping an eye on your employees and making sure they're upholding your standards, it all begins with strong processes. Here

Introduction - Bra Fittings and You Knows

Dec 1st, 2020 35m 37s

Welcome to our first episode! We were just getting our footing here and this was recorded just prior to the Covid-19 pandemic. This is an all-over-the-place introduction to what we hope this podcast will be about. We'll touch on many different

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