Random Acts of Kindness

Random Acts of Kindness

Hospitality
October 01, 2024•2 min read

Imagine this: My team drops this crazy idea on me—a Random Acts of Kindness Program for the restaurant.

Now, my knee-jerk reaction? I hit them with a barrage of questions. How are we going to manage the budget? Is it fair? And seriously, how do we measure the impact of all this kindness?

But my team, persistent as they are, wasn't ready to throw in the towel. They asked for a small budget for a limited time and promised to prove the program's worth to me.

So, against my initial skepticism, I thought, "Alright, let's give it a shot." Tossed them a budget—20 bucks a day or a hundred a week—for a three-month trial.

Here's the twist: Each person using it had to document their acts in the Random Acts of Kindness Journal. What did you buy and why? What inspired the purchase? How did the guest react (score out of 10 and a quick blurb)? And what did you learn from the experience?

And you know what? I had to eat my words. The program worked out amazingly, blowing guests away and energizing our team.

This journal? It became one of our best training tools. Everyone read it and celebrated with their team members.

The team collaborated to find opportunities to make people's day—flowers for an anniversary, a little pick-me-up for someone going through a tough time, or a treat for well-behaved kids from the bakery across the street.

But it wasn't about blowing the budget for the sake of it. Our challenge wasn't frivolous overspending; it was getting the team to actually use the budget they were saving for the "perfect moment" rather than a great one.

The program had a profound impact I didn't fully anticipate. It turned my entire crew into individuals constantly scanning the room for chances to make someone's day and each other's.

What we discovered was that most opportunities to impact a guest are most often low cost or no cost. Those that required a small budget were special and rare. And now they had the budget to make those moments happen.

In the end, the program was worth its weight in gold. Our goal was to deliver "Remarkable Hospitality"—an experience worth remembering and telling friends about. Those moments when you surprise them, put a smile on their face, and, if you're lucky, maybe even turn their day around.

Turns out, being a little kinder didn't just make their day—it made ours too.

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.

Back to Blog