227 : Connecting with Hearts and Minds

More than communication, we need connection! As we move forward through the current retail landscape the currency of connection with our guests and also our staff becomes more valuable. A focus on connection and conversational communication is what will separate the sustainable businesses from the unsustainable. Today we will be diving into the need for reaching the hearts and minds of our customers and staff and some practical tips that will help pull out out of the theoretical, utilitarian, numbers focused reality we are used to, and into the relational reality of what people experience in our stores and what drive resiliency and long-term healthy growth. We will learn about: Communication vs. Connection Numbers and false positives Developing guest experience intuition Being curious about the whole story Self auditing and Gemba Kaizen Training your team to connect You staff as your customer   Related Episodes: 009 : How to Approach Data and Metrics w/ Simon Ouderkirk Building an Accessible Coffee Menu w/ Joe Marrocco 201 : Igniting your Curiosity w/ Cody Gough The Broken Chair 030 : Casey Underkofler : Matching Your Service to Your Quality  035 : The Consumer Revolution w/ Kevin Sinnott   The BEST in commercial coffee equipment www.prima-coffee.com/keys   Want the best plant based beverage for your coffee drinks?  www.pacificfoods.com/food-service