#18 Behind the kitchen door — the business of restaurants
Retail Gets Real · with Anthony Lupo and Brian Schram · September 4, 2017 · 28 min
Summary
This episode goes behind the scenes of the restaurant industry, highlighting how Scarlet Oak and Southern Hospitality restaurants achieve success by prioritizing exceptional hospitality alongside great food. The co-owners, Anthony Lupo and Brian Schram, share their strategies for cultivating loyal customers and motivated employees across multiple locations. Ecommerce operators can learn invaluable lessons about the foundational importance of customer experience and employee engagement, directly translating these principles to building strong, enduring brands and customer relationships in the online retail space.
Key takeaways
Implement a 'hospitality-first' approach in your business by focusing on outstanding customer service to build loyalty and repeat business, akin to how restaurants prioritize guest experience.
Develop strategies for fostering a positive and productive work environment, as motivated employees directly contribute to a superior customer experience.
Leverage social media not just for marketing, but for reputation management and deep customer engagement—understanding that direct interaction builds community.
Recognize the immense effort required in daily operations and long-term strategic planning; success in any business, including ecommerce, demands meticulous attention to both granular execution and overarching vision.
Balance high-quality product offerings with exceptional customer experiences to create a holistic brand appeal that keeps customers returning.
Running a restaurant and delighting customers enough for them to return is no piece of cake, but Anthony Lupo and Brian Schram of Scarlet Oak and Southern Hospitality restaurants exceed expectations when it comes to creating loyal communities and happy employees. “We wanted to really focus on the hospitality side,” Lupo says about their simple concept of pairing great food with great service. On this episode, Lupo and Schram share how much hard work goes into running multiple restaurants, how social media affects the business and what they do to keep employees motivated and customers coming back for more.
Implement a 'hospitality-first' approach in your business by focusing on outstanding customer service to build loyalty and repeat business, akin to how restaurants prioritize guest experience.
What does this episode say about customer retention?
Develop strategies for fostering a positive and productive work environment, as motivated employees directly contribute to a superior customer experience.
What does this episode say about founder & leadership?
Leverage social media not just for marketing, but for reputation management and deep customer engagement—understanding that direct interaction builds community.
What does this episode say about brand & content?
Recognize the immense effort required in daily operations and long-term strategic planning; success in any business, including ecommerce, demands meticulous attention to both granular execution and overarching vision.
What does this episode say about brand & content?
Balance high-quality product offerings with exceptional customer experiences to create a holistic brand appeal that keeps customers returning.
