Is leadership an art or a science? Sam Fauser, the guru of team training and development who’s left a mark on Domino’s and NASCAR, joins us to explore this intriguing terrain. Together, we pull back the curtain on the evolution of leadership, challenging long-standing myths about ‘lazy’ generations and discussing the importance of recognizing diverse perspectives and drives among young employees.
Here are some highlights:
What is the most important aspect of the guest experience nowadays?
“I think your food is the cost of admission to the game. But I think the guest experience can become the differentiator. And in today’s world, if you’re good at it, you’re better than most. If you’re great at it, you’ve separated yourself from the pack exponentially.
And you know, the old adage is the customer is always right. And when I’m teaching customer service, I’ll get up in front of the class and I’ll say, hey, you’ve heard, the customer is always right. And then I’ll pause and I’ll say, yeah, that’s just not true. The customer is not always right. In fact, sometimes they are completely wrong. But that doesn’t change that.“
Who in the restaurant industry deserves an ovation?
“I think Domino’s is knocking it out of the park…I’ve never had a bad experience at an In-N-Out…and Chick-fil-A does a great job.”