Keep Smiling: Keep Your Business Strong During Difficult Times

Keep On Smiling! Keep Your Business Strong During Difﬁcult Times Presented by Scott “Q” Marcus on behalf of Hospitality 101 1

Making Change 2

If I Always Do What I’ve Always Done… I’ll Always Be Where I’ve Always Been. Making Change 2

3 Management’s Prayer

So far today, God, my employees have been just great! They haven’t grumbled, lost tempers, gotten grumpy, nasty, sel sh, over-indulgent, or told any customers to mind their own business and “ gure it out for yourself!” I really am glad about that! 3 Management’s Prayer

But, in a few minutes, God, we’re going to open the store, from then on I'm probably going to need a lot more help. 3 Management’s Prayer

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1 5 13 The Numbers 4

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Is a Small Customer Worth the Hassle? Example #1 The Coﬀee Shop 5

1 Cup $1.82 Days per Week 3 Income per week $5.46 Income per year $284 Five Year $1,420 Happy Index $7,098 Unhappy Index ($18,455) Is a Small Customer Worth the Hassle? Example #1 The Coﬀee Shop 5

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Is a Small Customer Worth the Hassle? Example #2 The Video Store 6

1 Rental $2.99 Rental per Week 2 Income per week $5.98 Income per year $311 Five Year $1,555 Happy Index $7,774 Unhappy Index ($20,212) Is a Small Customer Worth the Hassle? Example #2 The Video Store 6

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Is a Small Customer Worth the Hassle? Example #3 Family Restaurant 7

1 Meal $34.92 Meals per week 1 Income per week $34.92 Income per year $1,816 Five Year $9,079 Happy Index $45,396 Unhappy Index ($118,030) Is a Small Customer Worth the Hassle? Example #3 Family Restaurant 7

Why They Leave “Lessons from the Field” by Howard Feiertag and John Hogan 8

Why They Leave death 1% “Lessons from the Field” by Howard Feiertag and John Hogan 8

Why They Leave death 1% move 3% “Lessons from the Field” by Howard Feiertag and John Hogan 8

Why They Leave death 1% move 3% friend 5% “Lessons from the Field” by Howard Feiertag and John Hogan 8

Why They Leave death 1% move 3% friend 5% competitor 9% “Lessons from the Field” by Howard Feiertag and John Hogan 8

Why They Leave death 1% move 3% friend 5% competitor 9% product 14% “Lessons from the Field” by Howard Feiertag and John Hogan 8

Why They Leave death 1% Attitude move 3% 68% friend 5% competitor 9% product 14% “Lessons from the Field” by Howard Feiertag and John Hogan 8

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Attitude Contagion 9

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I bet living in a nudist colony takes all the fun out of Halloween. -Age 13 10

11 Attitude Talks Verbal 7% Use of Voice 38% Non Verbal 93% 55% Albert Mehrabian [Nonverbal Communication (Chicago: Aldine-Atherton, 1972)]

12 Attitude Talks

13 Attitude Talks

Attitude Talks

15 Attitude Talks

Attitude Talks

19 Attitude Talks

Attitude Talks

Questions 21

Questions Open Inquiry 21

Questions Open Inquiry Closed Conﬁrmation 21

Conflict! L A S T 22

Conflict! L isten A S T 22

Conflict! L isten A pologize (acknowledge) S T 22

Conflict! L isten A pologize (acknowledge) S olve T 22

Conflict! L isten A pologize (acknowledge) S olve T hank 22

Why Wait? 286 M Street Crescent City, CA 95531 707-464-8347 x 266 (ask for Mary) www.Hospitality101.biz 23

Keep Smiling: Keep Your Business Strong During Difficult Times

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