When a franchise candidate explores either a new franchise opportunity or the purchase of an existing resale, they must carefully consider several factors that impact both the short-term and long-term success of their venture. Both paths can lead to rewarding outcomes, but they come with unique challenges and opportunities.
A new franchise offers the chance to start fresh, with the full support and training of the franchisor from the beginning. The candidate can often shape their business from the ground up, deciding on location, staffing, and initial marketing strategies. With a resale, the candidate inherits an already operational business, which includes its advantages and potential pitfalls. The decision-making process for both requires thorough due diligence.
In a new franchise opportunity, one of the first considerations is the brand’s reputation and proven business model. Franchisors typically provide comprehensive training to guide new franchisees through every step of launching and operating their business. This includes site selection, marketing, daily operations, and ongoing support. For many candidates, this level of guidance can be appealing, especially if they are new to entrepreneurship or unfamiliar with the specific industry. However, they must be prepared for the time and effort involved in getting the business off the ground. The franchisee will also need to follow the franchise system rigorously, as deviations are generally not allowed.
In contrast, when buying a franchise resale, the candidate is purchasing an established business with an existing customer base, employees, and operational procedures already in place. This can provide a faster route to profitability, as the groundwork has been laid. However, the candidate must thoroughly evaluate the reasons for the sale. Is the franchisee selling due to declining profits or issues with the location? Or are they simply retiring or moving on to another venture? Financial records must be carefully reviewed to ensure the business is stable and that there aren’t any underlying problems.
One of the key differences between a new franchise and a resale is the level of initial training and support the franchisee can expect. In a new franchise, training is extensive, usually covering everything from product knowledge to technology systems, marketing, and customer service standards. The franchisor wants to ensure that the new business upholds the brand’s reputation and operates successfully from day one. Candidates exploring a resale may still receive training, but it might be more limited since the business is already operational. In this case, the training may focus more on transitioning ownership and maintaining existing operations, rather than setting up the business from scratch.
Support from the franchisor may also differ between a new franchise and a resale. New franchisees often receive more hands-on support in the early stages as they establish the business. This can include help with marketing campaigns, grand opening events, and operational issues that arise. For a resale, the existing franchisee may have already built relationships with local suppliers and customers, which could lessen the immediate need for the franchisor’s direct involvement. However, ongoing support from the franchisor should still be available to ensure the business continues to align with the franchise system and grows under new ownership.
The financial investment for both options can vary as well. A new franchise typically requires the candidate to pay startup costs and a Franchise Fee. For a resale, the purchase price is based on the current value of the business, including its assets and goodwill. While the initial investment may be higher for a resale, the existing cash flow can make it easier to secure financing and reduce the financial risk associated with starting from scratch.
Ultimately, a franchise candidate must weigh the pros and cons of both options. A new franchise offers the opportunity to build something from the ground up, with the franchisor’s support and the potential to grow the business in a new market. A resale allows the candidate to step into an existing operation with an established customer base, though it requires careful assessment of the business’s health and future potential.
The candidate’s decision should be based on their personal goals, financial resources, and comfort level with either building a business from scratch or taking over an existing operation. Both paths can lead to success, but thorough due diligence is crucial to making the right choice for their entrepreneurial journey.
Make today a great day. Make it happen. Make it count!
About the Author
With over 40 years of extensive experience in small business, restaurant, and franchise development, management, and marketing, Paul Segreto is a recognized authority in the entrepreneurial world. As an executive, consultant, coach, and entrepreneur, Paul has dedicated his career to empowering both current and aspiring business owners. His mission is to pave the way to success by connecting entrepreneurs with the right people, brands, and opportunities.
If you’re a current or aspiring entrepreneur that needs assistance, guidance, or just someone to talk to, please send an email to Paul Segreto at paul@acceler8success.com.
An entrepreneur’s life is often filled with constant communication, decision-making, and fast-paced activity. But what if, for just one day every so often, an entrepreneur embraced silence? The idea of taking a day to remain quiet, cutting off the usual noise, raises questions about its value. Is silence truly golden, offering benefits similar to a food fast that refreshes the mind and brings inner peace?
Silence can serve as a reset for the mind, much like a food fast can cleanse the body. By stepping away from the relentless chatter and input, one creates space for clarity, introspection, and renewed focus. The constant input of information, requests, and conversations often leads to mental exhaustion. Silence, by contrast, opens the door to a kind of peace that’s hard to achieve in a world filled with distractions.
During this day of silence, what should one do? It doesn’t mean sitting idle. Instead, this day can be used for deep reflection, goal-setting, or creative work that doesn’t require communication. Activities like journaling, reading, or walking can help an entrepreneur reconnect with their inner thoughts and ideas, far removed from external influences. These quiet moments might offer insights that are hard to reach when constantly engaged with others.
Interestingly, it’s possible to still work in silence. Not all tasks require verbal or written communication. This quiet day could be used for organizing, planning, or working through complex problems. It can be a time for innovation without interruption, using silence to tap into deeper levels of concentration.
Taking a day of silence may not be easy, but for an entrepreneur, it can be the mental reset that fuels greater productivity and peace. Just as a food fast refreshes the body, silence may indeed be golden for the mind.
Make today a great day. Make it happen. Make it count!
About the Author
With over 40 years of extensive experience in small business, restaurant, and franchise development, management, and marketing, Paul Segreto is a recognized authority in the entrepreneurial world. As an executive, consultant, coach, and entrepreneur, Paul has dedicated his career to empowering both current and aspiring business owners. His mission is to pave the way to success by connecting entrepreneurs with the right people, brands, and opportunities.
If you’re a current or aspiring entrepreneur that needs assistance, guidance, or just someone to talk to, please send an email to Paul Segreto at paul@acceler8success.com.
The cornerstone of any successful restaurant is not its menu, decor, or even its prime location, but rather the people who walk through the door. Loving your customers more than you love your restaurant means embracing the belief that without their support, there would be no business. This perspective shifts focus from serving food to serving people, placing customers at the heart of every decision and interaction. Making customers feel like they are the sole reason for your existence starts by acknowledging their individuality, recognizing their preferences, and understanding their needs. It is the little things—remembering a guest’s favorite dish, customizing an order based on dietary needs, greeting them by name—that make customers feel valued. Such experiences transform casual visits into meaningful exchanges.
Every interaction with a customer is an opportunity to demonstrate that they are appreciated. You must go beyond transactional service and foster a relationship built on care and respect. This starts with every member of the staff being trained to deliver an experience, not just a meal. Staff should be attentive but not intrusive, ready to engage with customers genuinely. Smiling, eye contact, listening attentively to feedback, and providing prompt responses convey the message that the customer’s presence is valued beyond the revenue they bring in. Empowering staff to make decisions that benefit the customer without unnecessary managerial approval shows a commitment to a customer-first culture, where service is not just a set of rules but an attitude.
By prioritizing customers’ satisfaction above your love for the restaurant itself, you create an atmosphere of warmth and openness, making guests feel like an extension of your family. Authentic hospitality makes people want to come back, not just for the food, but for the experience of being in a place where they feel seen and heard. Consistency in this experience builds trust, which is the foundation of customer loyalty. Loyalty, in turn, creates a community that extends beyond your physical location, as satisfied customers become brand advocates. They begin to spread the word voluntarily, recommending the restaurant to friends and family, not just for the taste of the dishes but because of how it feels to be there.
These loyal customers are the ones who will rush to your defense when your brand comes under fire. They will stand by you and refute any disparaging remarks because they feel personally invested in your success. This sense of investment stems from their experience of being consistently treated with kindness and respect. When a community of loyal fans feels connected to your business, they do not see themselves as outsiders looking in; they see themselves as an integral part of your journey. This is why they will speak up for you, share their positive experiences on social media, and even write online reviews to drown out the negative voices.
Loving your customers also means caring enough to involve them in the growth of the restaurant. Soliciting their feedback and making tangible changes based on their input shows that their opinions are highly valued. Customers will notice when their suggestions lead to improvements or additions to the menu, or when an issue they raised is promptly addressed. This active involvement fosters a deeper bond, creating a sense of ownership among customers that fuels even more loyalty. When people feel they have contributed to something, their connection to it grows stronger. They begin to see themselves not merely as patrons but as partners in your restaurant’s success.
When customers love your restaurant because you love them more than the business itself, they begin to recommend others to join in. This not only means more customers but can also translate into talent acquisition. Customers who see and appreciate the positive environment you have created will recommend people to work for you, knowing that the business genuinely cares about individuals, whether they are sitting at a table or standing behind the counter. This cycle of recommendation helps create a workforce that is passionate, engaged, and dedicated to maintaining the same standard of customer-first service that drew them to work there in the first place.
Fostering this kind of relationship is also what brings customers back for life’s special moments. When someone chooses your restaurant for a birthday, anniversary, or even a casual celebration, it is an honor. It means they trust you with a memory. To build a loyal fanbase that wants to share these moments at your establishment, you must consistently deliver the care that turns an ordinary meal into an extraordinary experience. A simple gesture such as a complimentary dessert for an anniversary, a personalized message on a plate, or offering a favorite drink without being asked can elevate a visit into an unforgettable experience. Customers feel cherished when their personal milestones are recognized.
Frequent visits happen when people feel like they belong. Creating a “home away from home” requires consistent, heartfelt service, attention to detail, and an emotional connection. The customers who visit your restaurant often do so because they feel comfortable and valued. They have made an emotional connection with the experience you provide. Over time, they will come to celebrate not just special occasions, but also to unwind after a long day or to share a moment with friends. They see your establishment as more than a business—it becomes part of their routine, part of their lives.
In the end, loving your customers more than you love your restaurant is about making each person who walks through your door feel like they are at the center of your universe. This is not something that can be faked; it must come from a genuine place of gratitude for their support. When customers are treated this way, they will be your biggest fans, your best marketers, your strongest defenders, and your most vocal supporters. This community of loyal fans will be with you through the highs and lows, recommending you to others, providing invaluable feedback, and celebrating their most important moments with you. Loving your customers is the true key to creating not just a successful restaurant, but a beloved institution.
Make today a great day. Make it happen. Make it count!
About the Author
With over 40 years of extensive experience in small business, restaurant, and franchise development, management, and marketing, Paul Segreto is a recognized authority in the entrepreneurial world. As an executive, consultant, coach, and entrepreneur, Paul has dedicated his career to empowering both current and aspiring business owners. His mission is to pave the way to success by connecting entrepreneurs with the right people, brands, and opportunities.
If you’re a current or aspiring entrepreneur that needs assistance, guidance, or just someone to talk to, please send an email to Paul Segreto at paul@acceler8success.com.
Sunday can be a powerful day for entrepreneurs to strike a balance between preparing for the week ahead and maintaining a sense of work-life harmony. By using part of the day strategically, an entrepreneur can set a tone of focus and productivity for the upcoming week without sacrificing relaxation or personal time. One way to approach this is by allocating just a few hours for essential preparation. This might include reviewing the past week, identifying key tasks for the next, and setting specific, achievable goals. Taking time to reflect on wins and challenges from the previous week can help develop a deeper understanding of what worked well and where adjustments might be needed. Establishing a clear vision for the coming week can reduce stress and allow for more deliberate action when Monday arrives.
Some entrepreneurs may find it helpful to create a concise to-do list, or perhaps finalize their calendar, which gives clarity and direction as the new week begins. This type of planning can also involve prioritizing tasks based on impact, allowing the entrepreneur to focus on what’s most important rather than being overwhelmed by less critical duties. Spending this time on Sunday ensures that Monday starts smoothly and with confidence rather than scrambling to get organized.
It is equally important to take advantage of the remainder of Sunday for relaxation and personal activities that recharge and energize. A well-balanced entrepreneur knows the value of setting aside time to disconnect from work, whether it’s through family activities, hobbies, or simply enjoying a good book or movie. Time spent on self-care contributes directly to long-term productivity and creativity. It creates an environment in which stress is mitigated and where there is more mental space for innovation and problem-solving.
An entrepreneur can also use Sunday to exercise, meditate, or engage in outdoor activities. Physical activity has been shown to improve focus, reduce anxiety, and promote a positive mood. By spending time on physical well-being, it becomes easier to approach the week ahead with a positive mindset. Moreover, this time spent disconnected from work allows for a clearer perspective on business challenges and can often lead to moments of unexpected insight or inspiration.
While a degree of preparation is useful, entrepreneurs should avoid spending too much time on work-related tasks on Sundays. Instead of trying to solve every pending issue, the goal should be to lay the groundwork for a productive week, then step away. This boundary helps in maintaining a distinct line between work and personal life. Engaging in social activities with family or friends, trying new experiences, or dedicating time to personal projects unrelated to business can cultivate a deeper sense of fulfillment that ultimately benefits both personal and professional realms.
Maintaining a proper balance on Sunday serves to alleviate burnout and ensure sustained enthusiasm throughout the workweek. It’s a day that allows for both reflection and relaxation—a strategic combination that enhances an entrepreneur’s ability to manage the demands of running a business while preserving personal well-being. In essence, a Sunday well-spent involves a calculated balance of productivity and leisure, one that leaves an entrepreneur both ready for the challenges of the new week and deeply connected to the things that matter beyond business.
Make today a great day. Make it happen. Make it count!
About the Author
With over 40 years of extensive experience in small business, restaurant, and franchise development, management, and marketing, Paul Segreto is a recognized authority in the entrepreneurial world. As an executive, consultant, coach, and entrepreneur, Paul has dedicated his career to empowering both current and aspiring business owners. His mission is to pave the way to success by connecting entrepreneurs with the right people, brands, and opportunities.
If you’re a current or aspiring entrepreneur that needs assistance, guidance, or just someone to talk to, please send an email to Paul Segreto at paul@acceler8success.com.
In the third episode of Acceler8Success Cafe: The Podcast, we discussed parallels between sports coaching and entrepreneurship. With football season underway, baseball playoffs starting this week, and basketball and hockey on the horizon, we explore what sets top teams apart: exceptional coaches and managers. Just as talented athletes need strong leadership to reach their full potential, entrepreneurs can learn from successful coaches about building cohesion, managing personalities, and leading teams to victory.
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Football is in full swing, baseball playoffs are here, and basketball and hockey are just around the corner, waiting for their turn. And soccer? Well, soccer always seems to be in action and quite frankly, I still don’t quite understand all the different leagues, but it is a great game to watch nonetheless. Anyway, these sports may be vastly different, each with its own superstar players, but the common factor that often separates the top-performing teams from those that underperform is the head coach or manager. This week on Acceler8Success Cafe: The Podcast, we’ll dive into what entrepreneurs can learn from these exceptional sports leaders and how they can apply those lessons within their own organizations.
Let’s think about this, a sports team loaded with superstar players can be one of the most exhilarating spectacles in the world. The raw talent, skill, and athletic abilities on display often seem enough to guarantee victory. Yet, time and again, we’ve seen teams exploding with talent fall short of expectations. So, what makes the difference between a group of talented individuals and a championship team? It often comes down to the manager or coach—a role that requires strategic oversight, team cohesion, and leadership. It’s interesting that many of the most successful coaches in sports history were not celebrated players themselves. Instead, they carved out their legacy in guiding others to success. For entrepreneurs, there are important lessons in how these managers and coaches build successful teams, inspire individuals, and execute winning strategies.
The Value of Leadership and Vision
One of the primary reasons a coach or manager can make a huge difference in the performance of a sports team is leadership. A team of superstars might have individual talent, but without leadership and direction, they can struggle to perform as a cohesive unit. The role of the coach is to articulate a clear vision for the team, set goals, and align each player’s efforts toward that shared objective. This requires establishing a culture that all players buy into—a culture that defines how they train, communicate, and play.
Take the example of Phil Jackson, who coached both the Chicago Bulls and the Los Angeles Lakers, teams packed with superstars like Michael Jordan, Kobe Bryant, and Shaquille O’Neal. Jackson’s success was not just due to his tactical skills; it was also due to his unique leadership approach that emphasized mindfulness, communication, and fostering unity within a group of individuals used to being the best. Jackson focused on getting his players to understand their roles within the team, even if it meant sacrificing personal accolades for the greater good.
Entrepreneurs can learn from this by recognizing the importance of establishing a clear vision and culture within their business. Even if they don’t have the most talented individuals in every department, a strong leader who communicates well and aligns the team’s efforts can drive success. The coach’s vision provides a roadmap for achieving success, and the same applies to entrepreneurs when leading teams through uncertain environments or new ventures. Vision, more than talent, gives direction and purpose.
Managing Egos and Personalities
As we have seen on TV and have read in the news, superstar players are often associated with larger-than-life egos and high expectations. One of the most crucial skills of a successful coach is their ability to manage these personalities, keeping players motivated and ensuring their individual desires do not conflict with the team’s overall success. This is where communication, empathy, and understanding come into play. A coach who understands their players’ individual goals and finds ways to align those with the team’s goals creates a positive environment that motivates players to bring out their best for the common good.
Sir Alex Ferguson, the iconic manager of Manchester United, is an excellent example of a leader who mastered the art of managing different personalities. Over his long career, Ferguson dealt with a wide array of players—some with massive egos and others who were quiet workhorses. His approach was not one-size-fits-all; he knew how to handle the likes of Eric Cantona, who needed freedom and encouragement, versus players who required strict discipline. This flexibility allowed him to create an environment where every player felt valued and motivated.
Entrepreneurs managing talented teams can learn a lot from this aspect of coaching. In business, talented employees can also have strong opinions or even conflicting views. It’s crucial for business leaders to manage different personalities effectively, ensuring that everyone works toward the company’s vision while feeling valued and heard. Great business leaders learn to adapt their management style to different team members, understand what drives each person, and make everyone feel like they are contributing to something bigger than themselves.
Strategy and Adaptability
Throughout sports history, it is well known that many of the best sports coaches were never elite players. Their genius lies not in replicating athletic feats but in crafting and executing winning strategies. They see the game differently—often breaking it down into patterns and understanding the nuances of the competition. Their ability to devise a plan that maximizes the strengths of their players and exploits the weaknesses of the opponent is what truly sets them apart.
Consider Bill Belichick, former head coach of the New England Patriots, widely regarded as one of the greatest football coaches of all time. His success is built on a deep understanding of the game, adaptability, and meticulous preparation. Belichick is known for his “situational football” approach—anticipating every possible scenario that could arise during a game and preparing his team accordingly. His ability to adapt his game plan based on the strengths and weaknesses of the opposition has been a hallmark of his coaching style.
Just the same, in entrepreneurship, strategic thinking is paramount. A great business leader understands market dynamics, knows how to differentiate their products or services, and makes adjustments as needed. Just as a coach makes changes during a game depending on how the opposing team plays, an entrepreneur must be adaptable, ready to pivot, and able to adjust the strategy in real time based on market feedback and emerging challenges.
Focusing on the Fundamentals
A coach often emphasizes the importance of mastering the fundamentals, regardless of how talented the players are. Consistency in executing the basics—whether it’s in defense, teamwork, or fitness—can often be the deciding factor between victory and defeat. A team full of superstars may be tempted to rely solely on their natural abilities, but without a strong foundation of basic skills and habits, they are unlikely to reach their full potential.
John Wooden, the legendary UCLA basketball coach, is famous for his emphasis on fundamentals. Wooden would spend time teaching his players even the simplest tasks, like how to put on their socks and tie their shoes properly, to prevent blisters and improve performance. Imagine that. His focus on perfecting the basics contributed to his unprecedented success, including ten NCAA championships in a twelve-year period.
For entrepreneurs, the lesson here is clear: do not ignore the fundamentals of business. No matter how visionary or creative your idea might be, you must consistently execute the basics—maintaining quality control, effective financial management, strong customer service, and efficient processes. Focusing on these fundamentals creates a stable platform that supports growth and innovation. Businesses often fail because they overlook the basics while chasing rapid growth but ensuring that the foundation is strong can prevent costly mistakes and setbacks.
Building Trust and Empowerment
Successful coaches recognize that they cannot control every moment of a game. They empower their players to make decisions on the field, trusting them to carry out the game plan even under pressure. This empowerment builds confidence in the players and allows them to react quickly and effectively when the situation changes. Coaches who micromanage their players are often faced with teams that are afraid to take initiative, leading to hesitation and mistakes.
An example of building trust and empowerment can be seen in the approach of Steve Kerr, head coach of the Golden State Warriors. Kerr empowers his players, especially leaders like Stephen Curry and Draymond Green, to make decisions on the court. He understands the importance of fostering an environment where players feel trusted and valued. This approach has helped the Warriors become one of the most successful NBA teams in recent history.
Entrepreneurs, especially those who lead growing companies, must also learn to delegate and trust their team members. Micromanaging stifles creativity and slows down decision-making, which can lead to missed opportunities. Building trust means giving employees the autonomy to make decisions and take responsibility for their outcomes, leading to a more engaged and resilient team. This also fosters innovation, as team members are more likely to experiment, take calculated risks, and come up with creative solutions when they know they are trusted to do so.
Emotional Intelligence
The ability to read the emotions of players, understand their mindset, and motivate them accordingly is a crucial aspect of a coach’s job. Coaches often need to balance being tough and demanding with being supportive and encouraging. The emotional ups and downs of a long season require a steady, emotionally intelligent leader who knows how to get the best out of their players at any given moment.
Emotional intelligence or EQ is a key component of leadership, and many of the best coaches excel in this area. They know when a player needs encouragement and when they need a challenge. For instance, Gregg Popovich of the San Antonio Spurs is known for his fiery demeanor, but he also has a deep bond with his players, understanding their individual motivations and creating a culture of mutual respect and accountability.
In the business world, emotional intelligence is equally important. Entrepreneurs must be in tune with the emotional well-being of their teams. There will be times when the pressure is high and times when morale is low. Knowing when to push for better performance, when to celebrate achievements, and when to provide support makes a significant difference in maintaining a motivated and high-performing team. Emotionally intelligent leaders create environments where employees feel understood, respected, and motivated to give their best.
Continuous Learning and Improvement
Regardless of what they may or may not have done on the field, the best coaches are lifelong students of the game. They are always learning, whether it’s new tactics, strategies, or motivational techniques. Even those with limited experience as players have learned to harness their curiosity and passion to understand the game deeply, often studying it from a broader perspective than those who played at the highest level. They draw insights from history, adapt the innovations of others, and are not afraid to try new approaches.
An example of this mindset is Jurgen Klopp, manager of Liverpool FC. Klopp continuously seeks to improve, whether by studying the latest tactical innovations or by learning from other sports and industries. His willingness to adapt and learn has made him one of the top soccer, or as it is more commonly called worldwide, football, he is one of the top managers globally, and it’s a mindset that all entrepreneurs should embrace.
Entrepreneurs must also adopt this growth mindset. The business landscape changes rapidly, and being able to adapt and learn is critical. Whether it’s new technology, market trends, or changes in consumer behavior, successful entrepreneurs stay informed and are always willing to evolve. Continuous learning is the key to staying ahead of the competition. It involves not only staying current with industry trends but also being willing to reassess and adjust one’s approach in response to new challenges and opportunities.
The Power of Team Chemistry
It’s often said that a group of talented individuals does not necessarily make a great team. Coaches know the importance of team chemistry—the understanding, respect, and relationships between players—that can elevate performance. Great coaches foster a culture of collaboration, where players understand their roles, support each other, and work cohesively. Even if individual players are extraordinarily talented, without the right chemistry, they will not function well as a unit.
Take the example of the 2004 USA Olympic Basketball team, which, despite being full of NBA superstars, ended up with a disappointing bronze medal finish. In contrast, the 1992 “Dream Team” was not only immensely talented but also demonstrated excellent chemistry, thanks in part to strong leadership from the coaching staff that focused on team unity. And like the 2014 San Antonio Spurs, who defeated the Miami Heat in the NBA Finals, they succeeded not just because of their talent, but because of their unselfish play, understanding of each other’s strengths, and strong chemistry fostered by Gregg Popovich.
Entrepreneurs need to understand that hiring the most talented individuals alone is not enough to ensure success. A company’s success is often built on how well employees collaborate and how strong the company culture is. Business leaders must foster an environment where team members feel valued, understand their roles, and are willing to go the extra mile for one another. This level of collaboration can often be the deciding factor in a company’s success. Strong team chemistry is cultivated through deliberate actions—such as team-building exercises, open communication, and ensuring that everyone’s contribution is acknowledged.
Creating Accountability and Setting Clear Expectations
Another critical role of a coach is creating accountability and setting clear expectations. Superstar athletes need to be held accountable for their performance and their actions, just like anyone else on the team. Great coaches know that to get the best out of their players, they must create an environment of mutual accountability. This means setting clear standards for what is expected on and off the field, ensuring everyone understands their responsibilities, and holding players accountable when they fall short.
Accountability was a hallmark of Bill Walsh’s success as the head coach of the San Francisco 49ers from 1979 to 1989. Walsh developed a “Standard of Performance” that was applied to everyone in the organization, from players to administrative staff. By setting clear expectations and demanding accountability, Walsh turned a struggling franchise into a dominant force, winning three Super Bowl championships.
Entrepreneurs can apply similar principles in their businesses. Accountability is crucial for maintaining high performance and ensuring that goals are met. Setting clear expectations, defining roles, and holding people accountable for their actions leads to a culture where everyone strives to perform at their best. This kind of environment helps build trust, as team members know what to expect from one another and are committed to the same standards of excellence.
Motivation and Keeping the Team Inspired
As you might imagine, it’s no surprise that superstar players often need a different kind of motivation compared to other athletes. They may have already achieved considerable success and might not be as motivated by financial incentives or accolades. Great coaches understand this and find unique ways to motivate their players. Sometimes, it is about appealing to their competitive spirit, while other times, it may be about challenging them to become leaders and mentors to younger players.
For example, Phil Jackson often used unconventional methods to motivate his teams, such as incorporating elements of Zen Buddhism and encouraging players to read books that would expand their minds. He knew that traditional motivational speeches might not work for individuals who were already at the pinnacle of their careers, so he sought to find deeper and more meaningful ways to inspire them.
In the business world, entrepreneurs need to think creatively about how to keep their teams motivated. Financial incentives and bonuses can only go so far—intrinsic motivation, which comes from finding meaning and purpose in one’s work, is often more powerful. Business leaders can create a sense of purpose by connecting employees’ work to the company’s mission, offering opportunities for growth, and fostering a culture where every employee feels they are making a meaningful impact.
Dealing with Adversity
Without fail, every sports team faces adversity—injuries, losing streaks, or setbacks during crucial moments. A coach’s ability to navigate these difficult times is often what defines their success. Keeping the morale high, encouraging the team to stay focused on their long-term goals, and finding solutions under pressure are all part of effective coaching.
Take the case of Jurgen Klopp and Liverpool FC. After narrowly missing out on winning the English Premier League in the 2018-2019 season, Klopp rallied his team to come back stronger the following year. They ultimately won the league with a record-breaking number of points. Klopp’s resilience, positivity, and ability to motivate his players through tough times were critical to their success.
Entrepreneurs, too, must deal with adversity. Whether it’s a market downturn, a failed product launch, or operational challenges, resilience is a key characteristic of successful business leaders. Maintaining a positive attitude, learning from mistakes, and instilling a “never give up” mentality in the team can help navigate difficult periods and come out stronger on the other side. The ability to stay composed under pressure, find solutions, and keep the team moving forward is essential in business.
The Importance of Data-Driven Decisions
Many modern coaches rely heavily on data and analytics to make informed decisions about tactics, player performance, and game strategies. Analytics have become an integral part of coaching, providing insights that can help maximize player output and exploit the weaknesses of opponents. Coaches like Billy Beane, made famous by the book and movie “Moneyball,” revolutionized the way data is used in baseball by focusing on undervalued metrics to create a competitive advantage.
In basketball, coaches and managers like Brad Stevens, himself the former coach and now current general manager of the Boston Celtics, these leaders have also utilized data to improve decision-making, such as optimizing lineups, identifying mismatches, and making informed in-game adjustments. Using advanced metrics, Stevens and his staff could identify the best combinations of players to achieve specific outcomes, giving them an edge over competitors.
Entrepreneurs should take a similar approach by leveraging data to drive business decisions. Data analytics can provide valuable insights into customer behavior, market trends, operational efficiency, and employee performance. Data-driven decisions reduce uncertainty and help leaders make informed choices that improve overall performance. Whether it’s improving marketing campaigns, optimizing product offerings, or making supply chain decisions, having a data-centric approach can make all the difference.
Building a Legacy Through Mentorship
And now, let’s talk about legacy. Great coaches often build their legacy by mentoring others. Many successful coaches have a “coaching tree” of former assistants or players who go on to become successful head coaches in their own right. This concept of mentorship not only helps to extend their influence but also contributes to the growth of the sport as a whole. Examples include Bill Walsh, whose assistants went on to become successful head coaches in the NFL, and Gregg Popovich, whose former assistants have gone on to coach their own teams in the NBA.
Mentorship is a powerful tool in entrepreneurship as well. Successful business leaders understand the value of sharing their knowledge and experience with the next generation of leaders. Mentorship can help nurture talent, build strong relationships, and create a culture of learning and growth within an organization. Moreover, by empowering others and helping them grow, leaders ensure that their legacy extends beyond their own efforts and continues to benefit the company in the future.
Understanding Roles and Maximizing Strengths
A key component of a coach’s job is to assign roles that maximize each player’s strengths for the benefit of the team. Not every player needs to be a star scorer—some are best at defending, some at creating opportunities for others, and some at providing energy off the bench. Great coaches recognize the unique strengths of each player and assign roles that optimize team performance.
Gregg Popovich’s San Antonio Spurs excelled at this approach. Popovich emphasized team play, and every player on the roster had a clearly defined role. Whether it was Tim Duncan as the anchor of both the offense and defense or role players who provided key contributions at specific times, each individual understood their role and how it contributed to the team’s success.
In business, the same principle applies. Entrepreneurs must understand the strengths and weaknesses of their employees and assign roles accordingly. Rather than trying to mold everyone into a “jack of all trades,” successful leaders recognize the unique talents of each person and create roles that allow individuals to excel. This leads to increased job satisfaction, higher productivity, and better overall team performance.
The Long-Term Approach vs. Short-Term Success
While short-term victories are important, the most successful coaches are those who build teams capable of sustained success over the long term. They prioritize player development, team culture, and long-term strategies over quick wins. This is why managers like Brad Stevens, Alex Ferguson, and Phil Jackson have had lasting success. They understood the importance of building a foundation that could withstand challenges and continue to perform well over time.
Entrepreneurs can learn from this by taking a long-term approach to building their businesses. It’s easy to get caught up in chasing quarterly targets or quick growth, but the most successful companies are those built with the future in mind. This means investing in employee development, creating a culture of innovation, and building a strong foundation of core values and processes that ensure the business can adapt and thrive over time.
Conclusion
Let’s do a quick recap. A coach’s role goes far beyond calling plays or conducting training sessions. They are leaders, visionaries, motivators, strategists, and, perhaps most importantly, orchestrators of human potential. In many cases, their success as a coach or manager has little to do with their personal achievements as a player. Instead, it comes from their ability to lead, strategize, communicate, adapt, and empower.
Entrepreneurs have much to learn from these coaches. Building a successful business requires more than just having the best product or the most talented team. It requires leadership that inspires, a clear vision that aligns efforts, strategic adaptability that positions the company for long-term success, and the ability to manage different personalities while fostering a culture of collaboration and accountability. Just as a great coach can take a group of talented athletes and turn them into champions, a great entrepreneur can turn a group of skilled individuals into a high-performing, cohesive team that consistently achieves its goals and reaches new heights. It’s about nurturing talent, building trust, and creating an environment where everyone is motivated to contribute their best toward the collective success of the organization.
As we wrap up this episode of Acceler8Success Cafe: The Podcast, it’s clear that the lessons from great sports coaches are incredibly relevant to entrepreneurship. Whether it’s creating a clear vision, building trust within a team, managing egos, or adapting strategies, these skills are the cornerstone of any successful endeavor. Just as coaches shape teams into champions, entrepreneurs have the power to cultivate a winning culture within their businesses. Take these lessons to heart, implement them in your organization, and watch as your team transforms into a powerhouse of collaboration, resilience, and success. Thanks for joining me today—until next time, keep striving, keep leading, and keep accelerating your success.
About the Podcast Host & Author
With over 40 years of extensive experience in small business, restaurant, and franchise development, management, and marketing, Paul Segreto is a recognized authority in the entrepreneurial world. As an executive, consultant, coach, and entrepreneur, Paul has dedicated his career to empowering both current and aspiring business owners. His mission is to pave the way to success by connecting entrepreneurs with the right people, brands, and opportunities.
If you’re a current or aspiring entrepreneur that needs assistance, guidance, or just someone to talk to, please send an email to Paul Segreto at paul@acceler8success.com.
The restaurant industry today faces significant challenges, particularly within the Fast Casual and QSR segments. At the core of these struggles lies the performance issues at the front line. Many are quick to point out poor service, mistakes in orders, and an overall inconsistent customer experience. This naturally leads to the question: what is causing these problems? Is it due to poor training, inadequate recruiting efforts, insufficient pay, or perhaps a combination of all three? It’s perplexing to consider that million-dollar operations are relying on minimum wage employees to represent the brand at the front lines. This is where the disconnect becomes apparent. Expectations for quality, efficiency, and customer engagement clash with the limited compensation that fails to attract individuals with the skillset to meet these demands.
Pay has always been a significant issue. With wages in the restaurant industry largely hovering around minimum wage or slightly above*, it’s unrealistic to expect a higher quality of work. These jobs are not just about taking orders and serving food. Employees at the front line need to possess people skills, manage stressful situations, ensure food safety, and keep up with a fast-paced environment—all under high pressure. When the compensation does not align with these expectations, high turnover and low motivation become inevitable. The economics of the industry often prevent owners from being able to afford more skilled workers or provide benefits that could attract higher-caliber employees.
Training and recruiting are also points of concern. Many establishments opt for a quick onboarding process with minimal training to get new hires working as soon as possible. This leads to a cycle of poorly trained employees who cannot deliver the level of service that customers expect. Recruiting efforts tend to focus on filling immediate gaps rather than seeking individuals who might have the potential for long-term growth within the company. This approach might solve short-term staffing issues, but it doesn’t address the root of the problems—lack of engagement, inconsistency, and the absence of a motivated workforce.
Given these challenges, one must ask: what is the solution? The answer might not lie solely in improving pay or refining training programs but in rethinking the career path for these front-line employees. The idea that these positions are stepping stones rather than dead-ends could be transformative. However, this is not feasible in a single-unit operation where opportunities for growth are limited. To create a viable career path, the further development of multi-unit operations becomes essential. By offering a structured progression from front-line employee to manager and eventually general manager over multiple locations, companies can create a roadmap that fosters loyalty and motivation. Employees need to see a future where they can grow their skills and advance within the company, not just remain stagnant in a low-paying position.
Some brands have already begun exploring pathways toward business ownership, providing a vision that extends beyond simply managing a restaurant. The prospect of becoming a franchise owner or a partner in a growing business can be an enticing incentive for individuals to invest themselves fully in their roles. This approach requires significant investment in training, mentorship, and a supportive infrastructure, but the potential benefits are considerable. It offers a real opportunity for those who may not have traditional educational qualifications but are capable of learning the business and succeeding within it.
The industry needs to consider the following possibilities. Investing in career development, even at the front-line level, could change the perception of these roles. Developing leadership from within, rather than constantly relying on external hires, might yield managers who are deeply familiar with the brand and committed to its success. It’s important to acknowledge the disconnect between the value of these front-line roles and the compensation offered. Revisiting pay structures and providing incentives based on performance or tenure could go a long way in retaining talent. Furthermore, the creation of partnerships and ownership opportunities represents a significant shift in the traditional restaurant model, one that could help to address both recruitment and performance issues by making employees feel truly invested in the business.
There are many points to ponder, and no single solution will solve the challenges faced by the Fast Casual and QSR segments. It requires a holistic approach that recognizes the value of the front line and finds ways to enhance not only their compensation but also their career prospects. Without this, million-dollar businesses will continue to be run by underpaid, undertrained, and unmotivated employees, a reality that is unsustainable for long-term success. The focus must shift from merely filling positions to creating opportunities that inspire dedication and growth, ultimately transforming the workforce from transient employees into long-term stakeholders.
I don’t claim to have all the answers, and even the brightest minds in the restaurant industry may not either. What is clear, though, is that we need more dialogue to develop an effective, sustainable plan to tackle these front-line challenges. While the industry regularly dives into discussions on real estate strategies, technological advancements, and marketing initiatives—all critical to success—the conversation often overlooks the human resources aspect, which is the true backbone of any restaurant operation.
We must place as much emphasis on the human element as we do on profit margins and operational efficiencies. Front-line employees are not just resources to manage; they represent the heart of the guest experience. To progress, industry leaders, franchise owners, and independent operators must work together to find real solutions to these issues. Only by prioritizing discussions about people, training, and career development can we build a capable and motivated front-line workforce ready to contribute to the long-term success of the industry.
Saying that restaurants can’t afford higher labor costs is an insufficient response to the industry’s challenges. It may seem like a convenient explanation, but it doesn’t help us move forward. If we want restaurants—particularly those in the fast casual and QSR segments—to thrive, we must take a proactive approach to finding solutions. This requires us to rethink labor economics, explore models that balance operational costs with fair compensation, and discover innovative approaches to foster sustainable work environments.
Turning a blind eye to the problem or accepting the status quo only guarantees that the issues—high turnover, inconsistent service quality, and widespread employee dissatisfaction—will persist. To address these challenges effectively, we need collective action from stakeholders, including operators, franchisees, policymakers, and industry experts. Whether that involves boosting operational efficiency to enable better pay, implementing shared ownership models, leveraging technology to drive productivity, or redefining career paths for employees, the key lies in moving beyond the traditional restaurant model. We must innovate, adapt, and commit to meaningful change if we hope to truly solve the front-line labor crisis that has been a longstanding challenge in the restaurant industry.
*California’s minimum-wage law, which went into effect in April 2024, currently requires that fast-food restaurants with 60 or more locations nationwide increase their workers’ pay to $20 an hour, which is $4 higher than the state’s minimum wage.
About the Author
With over 40 years of extensive experience in small business, restaurant, and franchise development, management, and marketing, Paul Segreto is a recognized authority in the entrepreneurial world. As an executive, consultant, coach, and entrepreneur, Paul has dedicated his career to empowering both current and aspiring business owners. His mission is to pave the way to success by connecting entrepreneurs with the right people, brands, and opportunities.
If you’re a current or aspiring entrepreneur that needs assistance, guidance, or just someone to talk to, please send an email to Paul Segreto at paul@acceler8success.com.
Hispanic Heritage Month is celebrated each year from September 15 to October 15. It began as a week-long celebration in 1968 under President Johnson and was expanded to a month by President Reagan 20 years later in 1988. The month-long celebration provides more time to properly recognize the significant contributions Hispanic/Latino Americans have made in the United States.
Hispanic Heritage Month does not cover one single month but instead begins in the middle of September and ends in the middle of October. The timeframe of this month is significant because many Central American countries celebrate their independence days within these dates, beginning on September 15 with Costa Rica, El Salvador, Guatemala, Honduras, and Nicaragua. By aligning with these independence dates, Hispanic Heritage Month honors the resilience and determination of the Hispanic community. Key Independence Days celebrated within Hispanic Heritage Month include:
September 15 – Costa Rica, El Salvador, Guatemala, Honduras, and Nicaragua
In celebration of National Hispanic Heritage Month, I’ve reached back into our archives to bring back six articles that were published during last year’s festivities. These pieces highlight the rich culture, inspiring stories, and entrepreneurial spirit of the Hispanic community, and I’m excited to share them with you once again.
An Acceler8Succees Initiative to Keep the American Dream Alive
Aligned with all aspects of Acceler8Success is a select team of highly experienced multi-lingual franchise & business development professionals whose primary focus is specific to Spanish, Portuguese & French speaking clientele as well as assisting with other non-English speaking clientele.
Under the leadership of Erik Premont, president of Acceler8Success Group, these professionals work directly with entrepreneurs and investment groups conducting business within international markets in exploring development opportunities and acquisitions within the United States.
They also provide assistance & guidance in introducing international brands to American franchising, either as a proven franchise brand prepared for growth or as a business model prime for launch as an emerging franchise brand.
For more information about Acceler8Success America, please reach out to Erik Premont on LinkedIn or by email to erik@acceler8success.com.
Make today a great day. Make it happen. Make it count!
About the Author
With over 40 years of extensive experience in small business, restaurant, and franchise development, management, and marketing, Paul Segreto is a recognized authority in the entrepreneurial world. As an executive, consultant, coach, and entrepreneur, Paul has dedicated his career to empowering both current and aspiring business owners. His mission is to pave the way to success by connecting entrepreneurs with the right people, brands, and opportunities.
If you’re a current or aspiring entrepreneur that needs assistance, guidance, or just someone to talk to, please send an email to Paul Segreto at paul@acceler8success.com.
Enough about what’s wrong with the restaurant industry. We’ve heard all the stories: closures, bankruptcies, leadership shakeups, and the countless challenges faced by operators. Enough also, for the moment, about the critical improvements needed and the changes that must be made. Let’s shift our focus to something different — let’s look at what the model restaurant would look like today. If we were to vote on a Restaurant of the Year, what would that establishment have had to achieve to earn such recognition?
What is the best definition of excellence? Excellence means greatness — the very best. Achieving excellence is never easy to do. Excellence is a quality that people really appreciate, because it’s so hard to find. Excellence is the quality of excelling, of being truly the best at something. Getting an A+ shows excellence.
Imagine a restaurant that could be considered a benchmark of excellence, one we would want to emulate regardless of market conditions or trends. This is about envisioning the “perfect” restaurant, beyond just top-line sales and bottom-line profitability. It’s about creating an enduring, holistic model of excellence that embodies success in all the most important facets of the industry.
To start, a model restaurant would have established a clear and authentic concept. It’s more than just having a compelling theme or a distinct menu — it’s about creating a unified vision that connects the cuisine, the ambiance, and the overall experience. Every detail, from the decor to the service style, would align with this vision. This authenticity resonates with customers, creating a memorable and impactful experience that keeps them coming back. The perfect restaurant, therefore, would be an immersive journey for guests, one where they feel the passion and purpose behind every dish, every interaction, and every element of the setting.
Operational efficiency is another cornerstone of a model restaurant. Streamlined processes, minimized waste, and an optimized supply chain would all contribute to an efficient operation that isn’t solely focused on cutting costs but instead on creating value. This efficiency doesn’t happen by accident — it’s supported by technology, well-trained staff, and effective management that keeps everything running smoothly, regardless of the challenges that arise. Efficient operations not only reduce costs but also enhance the guest experience, ensuring timely service, consistently high-quality dishes, and a stress-free environment for both customers and employees.
Customer experience, too, would be central to the restaurant’s success. In an age where diners are looking for more than just a meal, an establishment that excels would create a genuine sense of hospitality. This means attentive, personalized service, but it also means understanding the guest journey from the moment they consider making a reservation to their interaction after leaving. A model restaurant would focus on delivering an experience that leaves a lasting impression, whether it’s through warm greetings, unique touches that delight customers, or going above and beyond to accommodate special requests. The perfect restaurant knows how to deliver consistently and how to adapt to meet evolving customer expectations. It recognizes that loyalty is built on the little things as much as the big ones — making each guest feel seen, heard, and valued.
Employee satisfaction is an often-overlooked but critical aspect. The model restaurant would treat its staff with the same care and respect as its guests. Fair wages, opportunities for advancement, and a positive work culture all contribute to attracting and retaining talent. A happy, engaged team is essential to providing the level of service that makes a restaurant stand out. The “perfect” restaurant would not only retain its staff but inspire them, offering training, growth, and a sense of ownership that reflects in their interactions with customers. Empowered employees who feel invested in the restaurant’s success translate that energy into their work, creating an environment where the service is genuine, the teamwork seamless, and the atmosphere welcoming.
Community engagement is another vital element. The model restaurant wouldn’t just exist in its community — it would be part of it. Whether through partnerships with local suppliers, participation in community events, or initiatives that give back, such a restaurant would embed itself in the local culture, establishing a loyal customer base that appreciates its presence and contributions. Supporting local farms, using seasonal ingredients, or hosting charity events are just a few ways the perfect restaurant would demonstrate its commitment to the community. By doing so, it becomes more than just a business; it becomes a cherished part of the neighborhood, with deep-rooted connections that withstand the ups and downs of the industry.
As well, adaptability is key. The ideal restaurant would have the agility to adjust when circumstances demand, whether that’s pivoting to takeout during a downturn, redesigning seating for comfort, or incorporating innovative dining trends. It’s not simply about keeping up with the industry but about leading change — taking risks, experimenting, and embracing the new. The ability to pivot, be it embracing technology like contactless payment systems or adapting menus to cater to evolving tastes and dietary preferences, demonstrates resilience and forward-thinking. The “perfect” restaurant would not fear change but would welcome it, finding ways to stay relevant and maintain its connection to guests, no matter what.
The model restaurant of the year, therefore, would be one that embodies these ideals in a balanced and sustainable manner. It would be a place that creates more than just profit — it would create impact. It would offer outstanding hospitality, elevate its employees, and contribute positively to its community, all while staying true to its concept and vision. Profitability, while crucial, would be the natural result of excellence across all these dimensions, rather than the sole focus. This restaurant would set the standard for others, showcasing that even in a challenging environment, success is about much more than financial performance alone.
“Excellence is never an accident. It is always the result of high intention, sincere effort, and intelligent execution; it represents the wise choice of many alternatives – choice, not chance, determines your destiny.” Aristotle
Instead of dwelling on the struggles of the restaurant industry, let’s focus on these benchmarks of excellence. It’s time to look at what we need to emulate, what the best looks like, regardless of the times or economy. Sales figures and profitability are important, but the perfect restaurant is about much more. It’s about creating an enduring and beloved establishment that defines what a great restaurant should be — a place where every guest feels at home, every employee feels valued, and every community feels the positive impact of its presence.
Make today a great day. Make it happen. Make it count!
About the Author
With over 40 years of extensive experience in small business, restaurant, and franchise development, management, and marketing, Paul Segreto is a recognized authority in the entrepreneurial world. As an executive, consultant, coach, and entrepreneur, Paul has dedicated his career to empowering both current and aspiring business owners. His mission is to pave the way to success by connecting entrepreneurs with the right people, brands, and opportunities.
If you’re a current or aspiring entrepreneur that needs assistance, guidance, or just someone to talk to, please send an email to Paul Segreto at paul@acceler8success.com.
Creating positively memorable experiences in a restaurant, especially with the omnipresence of review sites and foodie groups, is not only possible but essential in today’s competitive landscape. While the challenge may seem somewhat impossible, some establishments consistently garner excellent reviews. How do they do it? It involves meticulous attention to every aspect of the dining experience, from the quality of the food to the warmth of the service. Here’s a detailed exploration of how restaurants can achieve and sustain a consistently outstanding environment, whether it’s a full-service establishment, a fast-casual concept, or a QSR.
To begin with, high-quality food is at the heart of any successful restaurant experience. It’s not just about the ingredients, but how they come together in crave-able dishes that guests look forward to again and again. High-quality ingredients must be selected with care, emphasizing freshness and seasonality. The preparation, presentation, and attention to detail are crucial elements that elevate a dish from “good” to “great.” Whether the restaurant serves gourmet entrees or simple burgers, the dishes must appeal to the senses—taste, texture, aroma, and even the visual appeal on the plate, or even in the take-out container. The most successful restaurants ensure that each menu item is executed to perfection consistently, which requires a well-trained culinary team that knows how to achieve the same level of excellence every time.
Beyond quality, creating dishes that people crave is what brings them back repeatedly. Signature dishes should evoke emotional connections—comfort, nostalgia, or adventure—and offer a unique twist that can’t be found elsewhere. Constant innovation, seasonal specials, and staying in touch with culinary trends are great ways to ensure that guests are always excited to see what’s next on the menu. Crave-able dishes are also about listening to the customer and understanding what resonates with them.
Exceptional service is the second pillar of an unforgettable dining experience. In an age where customers have plenty of options, personalized service can make a huge difference. From the moment a guest enters the restaurant until they leave, each interaction with the staff should be genuine and accommodating. Greeting guests warmly, providing helpful recommendations, and quickly addressing any concerns can create a positive impression that lasts well beyond the meal. Great service also means anticipating needs—refilling drinks before they are empty, offering refills, or checking on a meal without being intrusive. Consistent training on empathy, communication, and the nuances of customer service ensures staff can adapt to a variety of situations and exceed expectations.
Unparalleled communication with customers is another crucial component in building a reputation for excellence. It starts with clear and enticing menus, available both in-house and online, which make it easy for guests to understand what is being offered, including detailed descriptions and allergen information. Communication should extend to social media platforms and review sites where restaurants can engage with customers, respond to their feedback, and create a sense of community. Online interactions are a key extension of the dining experience, and by being proactive and responsive, restaurants can convert one-time visitors into loyal patrons. Addressing negative reviews with empathy and offering constructive solutions shows a level of care that encourages trust and future visits.
A restaurant that excels understands the importance of measuring progress, using guest feedback to continuously improve. Implementing systems that collect customer feedback—whether through table-side comments, social media, or anonymous surveys—is essential. The data gathered should be used to identify trends, address specific issues, and set goals. When diners take the time to give feedback, acknowledging and acting upon it makes them feel heard, and it shows that the restaurant values their opinions.
The staff, as the front line of the experience, must be consistently motivated and informed. Regular meetings, open communication about restaurant performance, and celebrations of milestones help to keep the team aligned with the overarching goals of the establishment. Staff should be made to feel like they are part of the success of the restaurant, which means celebrating wins—like a glowing review or a particularly busy service where everything ran smoothly. Empowering staff to solve problems on the spot, giving them the freedom to make decisions that enhance the guest experience, and recognizing their efforts publicly contribute to a motivated and customer-focused team.
Training is an ongoing process and should be treated as such, with constant reinforcement of standards, refreshers on menu items, and role-playing different scenarios that might arise during service. Equipping staff with the tools and knowledge they need allows them to provide the best possible service to guests. Listening to staff is paramount.
Rewarding employees for their hard work not only ensures they stay motivated but also contributes to creating an environment where guests enjoy themselves. Recognition can take many forms—financial incentives, such as bonuses for great service or excellent sales, or non-monetary rewards like an “Employee of the Month” acknowledgment or a team outing. When employees know their contributions are valued, they are more likely to go above and beyond to create memorable experiences for guests.
Whether it’s a full-service restaurant, a fast-casual concept, or a QSR, the principles remain consistent—quality food, exceptional service, clear communication, and motivated staff working towards a common goal. Full-service restaurants might lean more heavily on personalization and interaction, while fast-casual and QSR settings may focus on speed and accuracy. However, in each model, guests expect value for their money and a positive, memorable experience.
Fast-casual and QSR environments can learn from full-service concepts by ensuring that, despite the need for speed, service remains friendly, efficient, and attentive. This can be achieved by properly training cashiers and servers to make brief but meaningful interactions with customers, ensuring the dining space is clean and inviting, and making sure any issues are resolved quickly.
Creating a positively memorable experience in a restaurant setting is a continuous endeavor that involves focus on high-quality food, crave-able dishes, exceptional service, and effective communication. It requires commitment from all team members, from management to front-line staff. Measuring progress, keeping the team informed, and ensuring they are motivated are crucial elements that make the difference between a good restaurant and a great one. The right approach will help create a restaurant where guests can rely on an excellent experience every time, ultimately leading to consistent positive reviews and a loyal customer base.
Make today a great day. Make it happen. Make it count!
About the Author
With over 40 years of extensive experience in small business, restaurant, and franchise development, management, and marketing, Paul Segreto is a recognized authority in the entrepreneurial world. As an executive, consultant, coach, and entrepreneur, Paul has dedicated his career to empowering both current and aspiring business owners. His mission is to pave the way to success by connecting entrepreneurs with the right people, brands, and opportunities.
If you’re a current or aspiring entrepreneur that needs assistance, guidance, or just someone to talk to, please send an email to Paul Segreto at paul@acceler8success.com.
This year the restaurant industry has witnessed a number of bankruptcies, many changes in the c-suite, as well as a handful of significant acquisitions. Most of these occurrences have been within established restaurant brands, affecting both corporate-owned and franchised businesses. Financial distress has led to an uptick in large franchisee bankruptcies, highlighting the fragility of even the most well-known chains. Independent restaurants are not exempt, as many are dealing with turmoil, trying to navigate an uncertain market amidst rising costs, changing consumer preferences, and labor shortages. These factors together pose a significant question: what does all this mean for the future of the restaurant industry?
The future of the restaurant industry seems poised on a knife’s edge. Challenges abound, and there is an increasing need to focus on core elements that can be controlled or improved to stabilize the industry. It has never been more crucial to return to the basics of what makes a restaurant successful. Food quality must be addressed as a top priority. The quality of ingredients, the consistency of preparation, and the freshness of offerings are essential in ensuring that customers have a reason to return. When diners know they can count on a high level of food quality, their loyalty to a particular restaurant or brand increases. Alongside food quality, the menu must also be an area of innovation. Creativity and adaptability are key to keeping the menu engaging, not just in terms of adding new items but in balancing it to reduce waste and cost while still appealing to a wide array of customers.
Perceived and real value is another area that requires attention. Customers today are more price-sensitive than ever, but value does not simply equate to price. It encompasses the quality of the meal, the experience offered, and the satisfaction received for the money spent. Restaurants must find ways to enhance value without compromising their margins, whether by offering high-quality meals at a reasonable price, creating combo offers, or simply providing an experience that leaves customers feeling that their money was well spent. Efficient sourcing plays into this balance as well, reducing costs while maintaining quality. Building reliable relationships with suppliers, minimizing waste through effective inventory management, and sourcing local or seasonal ingredients can help improve the restaurant’s profitability while supporting the value proposition for customers.
The customer experience, beyond just food and pricing, is a pivotal aspect in determining a restaurant’s future. The experience includes every aspect of a customer’s interaction with the restaurant—from the moment they make a reservation to the point they receive their bill. Attentive service, pleasant ambiance, cleanliness, and even small details like quick order times or a warm greeting can make a significant difference. Staff training must be focused on ensuring consistency and professionalism in customer interactions, as these elements contribute to the overall perception of the restaurant. In times of uncertainty, a positive customer experience can be the deciding factor that brings guests back time and again.
Technology holds a critical role in enhancing both operations and the customer experience. Digital ordering platforms, loyalty programs, integrated reservation systems, and mobile payments are examples of technologies that can improve customer convenience, speed up service, and ultimately lead to greater satisfaction. On the operational side, technology that provides insights into inventory levels, sales trends, and labor optimization can help restaurant owners make informed decisions that impact profitability. The effective use of technology will be instrumental in allowing restaurants to do more with less, making operations smoother and improving the bottom line even when faced with a challenging external environment.
The question also arises as to whether part of the problem might be an oversaturation of restaurants. There are simply too many establishments competing for the same consumer base, which has led to diluted market share and reduced profitability across the board. Allowing closed restaurants to fade away may be necessary for a healthier, more sustainable market. When new investors step in to revive failed concepts without understanding or addressing the root causes, they may simply prolong an inevitable downturn. A smaller number of restaurants could lead to a more stable industry by reducing competition and easing some of the pressures on labor. A smaller workforce demand may help restaurants address the current staffing challenges more effectively, leading to higher retention and a more experienced staff.
For a restaurant owner, the current climate demands an action plan that is practical and focused on survival. The first priority must be enhancing customer experience, with particular attention to food quality, service consistency, and value. Investing in training, sourcing quality ingredients, and ensuring that each customer feels valued can create a loyal customer base that sustains the restaurant through tough times. The second key action should be the strategic implementation of technology. The right technology can streamline ordering, improve customer engagement, and make backend operations more efficient. Owners must focus on tech that directly improves the customer journey and enhances operational efficiency.
Finally, operational costs must be optimized. With slim margins, every expense matters. Reducing waste through efficient inventory management, limiting menu complexity to avoid overstock and waste, negotiating better deals with suppliers, and managing labor costs through efficient scheduling are all essential actions. Managing labor effectively is particularly important, as it impacts not only costs but also service quality. By retaining top talent, providing incentives, and creating a positive work environment, restaurant owners can build a team that delivers quality service consistently.
The current state of the restaurant industry is full of challenges, but the solution lies in a focused approach. By enhancing customer experience, adopting beneficial technology, and optimizing operational costs, restaurant owners can improve their chances of surviving in this competitive and difficult landscape. Whether success means thriving or simply staying open and breaking even, it requires dedication to the basics, attention to every detail that affects customer satisfaction, and an unwavering focus on efficiency. The future of the restaurant industry will depend on those willing to adapt, innovate, and consistently deliver on what customers value most.
Make today a great day. Make it happen. Make it count!
About the Author
With over 40 years of extensive experience in small business, restaurant, and franchise development, management, and marketing, Paul Segreto is a recognized authority in the entrepreneurial world. As an executive, consultant, coach, and entrepreneur, Paul has dedicated his career to empowering both current and aspiring business owners. His mission is to pave the way to success by connecting entrepreneurs with the right people, brands, and opportunities.
If you’re a current or aspiring entrepreneur that needs assistance, guidance, or just someone to talk to, please send an email to Paul Segreto at paul@acceler8success.com.
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