Close the Gap Between Perception and Reality

Close the Gap Between Perception and Reality

Hospitality
November 01, 2024•1 min read

Mark Perrault was really on to something when he said: If the customer feels like it was poor service, then it was poor service. We are in the customer perception business.

In a recent survey conducted by a client, bartenders and servers participated in a self-assessment, evaluating their performance on two pivotal fronts:

Service, representing the tangible actions performed for a guest, and Hospitality, encapsulating the emotional and experiential aspects of interaction—both rated on a scale of 0-10.

The combined team score was a solid 8.0/10 for service, and a nearly perfect score in hospitality, 9.5/10.

We ran the same survey for guests on site before they left the property.

Here’s what we found when we compared results:

Service:

Staff Self-Assessment: 8.0/10

Guest Rating: 9/10

Hospitality:

Staff Self-Assessment: 9.5/10

Guest Rating: 6/10

These staff feel they are delivering 10/10 hospitality, yet their guests report only receiving  6/10 hospitality.

Closing the gap between perception and reality changes the trajectory of any business.

Sean Finter is a Canadian-born entrepreneur, consultant, and speaker renowned for his significant contributions to the hospitality industry. He began his career at the age of 12, working as a dishwasher in a truck stop, where he developed a deep appreciation for the intricacies of the restaurant business. In 1999, Finter founded Barmetrix, a consulting firm specializing in assisting bars and restaurants in enhancing profitability and operational efficiency. Under his leadership, Barmetrix expanded its reach, establishing offices in Australia, the United Kingdom, Canada, and the United States, and has collaborated with over 1,000 on-premise accounts. Finter is also the creator of "Napkinomics," a methodology derived from a 20-year study aimed at understanding why some restaurants succeed while others fail. This approach provides tools, guidance, and strategies to help hospitality businesses thrive. As a sought-after speaker, Finter shares his expertise at various industry events, such as the Lisbon Bar Show, where he discusses topics like brand building in the digital age and effective competition strategies for bars and restaurants. Throughout his career, Finter has been dedicated to elevating the standards of the hospitality industry by offering insights into decision-making, growth, marketing, and creating unique guest experiences. His commitment to excellence continues to inspire and guide bar and restaurant owners worldwide.

Sean Finter

Sean Finter is a Canadian-born entrepreneur, consultant, and speaker renowned for his significant contributions to the hospitality industry. He began his career at the age of 12, working as a dishwasher in a truck stop, where he developed a deep appreciation for the intricacies of the restaurant business. In 1999, Finter founded Barmetrix, a consulting firm specializing in assisting bars and restaurants in enhancing profitability and operational efficiency. Under his leadership, Barmetrix expanded its reach, establishing offices in Australia, the United Kingdom, Canada, and the United States, and has collaborated with over 1,000 on-premise accounts. Finter is also the creator of "Napkinomics," a methodology derived from a 20-year study aimed at understanding why some restaurants succeed while others fail. This approach provides tools, guidance, and strategies to help hospitality businesses thrive. As a sought-after speaker, Finter shares his expertise at various industry events, such as the Lisbon Bar Show, where he discusses topics like brand building in the digital age and effective competition strategies for bars and restaurants. Throughout his career, Finter has been dedicated to elevating the standards of the hospitality industry by offering insights into decision-making, growth, marketing, and creating unique guest experiences. His commitment to excellence continues to inspire and guide bar and restaurant owners worldwide.

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