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Monday, March 27 • 2:00pm - 2:45pm
You’re Only as Good as Your Worst Server: Why New Hires Need a Steps of Service Program

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Do your staff really understand the difference between service and guest experience? There is no reason to spend so much time and effort on the guest experience without ensuring that your newest team members, often the first touch to new and existing customers, understand it's critical importance. In this session, hear from an experienced owner/operator on how they successfully implemented a Steps of Service program for new hires to:
  • Ensure that guests have a great experience
  • Gain new guests and keep your loyal customers coming back
  • Make sure you're not shooting yourself in the foot (and the wallet) by teaching your team what guest experience is, why it's important, and how to deliver it! 

avatar for Larry White

Larry White

Owner, LoLo's Chicken & Waffles
Larry White is nationally known as the Owner of Lo Lo’s Chicken & Waffles. He’s also the owner of popular eateries: Brunch & Sip and Monroe's Hot Chicken located in Phoenix. White is the grandson of Elizabeth White, owner of Mrs. White's Golden Rule Cafe, a local institution that's... Read More →

Monday March 27, 2023 2:00pm - 2:45pm PDT