Moving Service From Extra Ordinary to Extraordinary
It is rare to find a speaker who truly is an operator or franchisee involved in the daily running of the business…as well as one who truly leads the pack on innovation and key business drivers…and has lived to speak about it! TJ Schier uses his franchised restaurants as a ‘social lab’ to test theories and practices to determine which are truly effective and uses those strategies and tactics as the basis for his seminars – freely sharing data and results to drive key points home with owners and managers alike.
- Coca Cola
- Baskin Robbins
TJ Schier is the President and Founder of SMART Restaurant Group, Incentivize Solutions, and p.o.d.Training. Incentivize Solutions provides custom training materials and guest service programs to help hospitality companies become more effective. TJ has developed operational training materials from ‘flash cards to flash animation’ for for Coca Cola, Kraft, Evian, as well as dozens of leading restaurant and hotel chains, including Pal’s Sudden Service, the first restaurant chain ever to win the Malcolm Baldrige National Quality Award.
In 2007, TJ founded SMART Restaurant Group - now operating over a dozen Which Wich Superior Sandwiches with a track record of high sales, employee retention and guest service scores. He utilizes cutting-edge hiring, guest survey and training methods in his company in his quest to build ‘SMART’ restaurants and prove out the theories he speaks about to his clients and their managers, franchisees and operators. SMART Restaurant Group won the 2010 QSR Magazine Applied Technology Award for its innovative blended iPod and e-learning training solution and was the Which Wich 2010 Franchisee of the Year.
He has written four books and over 100 articles on guest service and motivating today’s generation and is a past contributing editor for QSR Magazine. In addition, he is a past president of the Council of Hotel & Restaurant Trainers (CHART) and former long-time member of the NRA Ed Foundation HR Advisory Council.
He has a BBA and MBA from the University of Texas, speaks dozens of times per year at manager and franchise conferences and resides in Dallas/Ft Worth with his family.
Travels From: Dallas/Ft. Worth, TX
Fee Range: $9,000
Managers and/or franchisees will learn what it takes to put the ‘service’ (and sales) back into this valuable part of the business. Benchmark against the best and learn not only what the successful chains are doing in the area of technology to enhance speed and accuracy, but more importantly over 20 operational enhancements you can begin using right away. The session is customized to your company’s needs and focus so you can implement the ideas immediately to build sales and profits!
Learn how to implement an effective strategy to reward, recognize and incentivize your staff to improve performance. This session presents tools and templates to implement contests and reward programs to help enhance service, sales, lower food cost and ultimately improve retention of good (and great) employees. The practical, tactical strategies to build employee loyalty and reinforce your business objectives include.
- Creating a recognition-based culture to increase retention.
- The most effective rewards, contests and incentives to reinforce your business goals.
- Implementation strategies to focus on keeping the employees getting better, not the ones getting by.
Don’t wait until they leave, ‘send flowers to the living!’
Guests today want ‘serve-us’, not ‘service’. The payoff? Highly satisfied guests who become an unstoppable marketing force. You will leave with numerous strategies to drive sales and guest loyalty by:
- Creating Hospitality at every guest ‘sizzle’ point
- Hidden systems to ensure consistency across the brand
- The success formula
- Situational Selling Skills
- Motivating the team to deliver every shift, every guest.
- Your guests will be leaving saying, ‘Now That’s Service!’
This session is ideal for any type of restaurant as well as retail, supermarket and personal service companies.
SMART Restaurant Group operates over a dozen high-performing franchised locations. Based on data and findings from those restaurants and a decade of consulting, learn the keys to running a S.M.A.R.T. restaurant. This session focuses on the key business drivers to ‘Make the Guest (and Team Members) Say WOW!’ Geared to restaurant owners, franchisees and managers, the session is full of dozens of tactics to build sales, improve service and profitability and build your team.
Sample Client List
- Baskin Robbins
- Auntie Anne’s
- Coca Cola
- McAlister’s Deli
- Wing Zone
- The Palm Restaurants
- Bar & Nightclub Show
- Pizza Expo
- Texas Land & Cattle
- Raising Cane’s
- Lone Star Steakhouse
- NACUFS – National Association of College & University Food Services
- Sodexo Campus Services