Drive repeat visits, referrals, and high revenue without depending on discounts

• Retention: happy guests come back and consistently delivering great experiences will make your restaurant the obvious choice for their next time out.

• Referrals: guests who feel valued and delighted easily share their experiences with friends. Word of mouth can be your most sustainable marketing strategy.

• Revenue growth: repeat visits and referrals increase your revenue without extra spend on promotions and discounts. This makes every interaction an opportunity to create more value.

• Team alignment: when your staff knows exactly what experience to deliver, from the host to the chef, every touchpoint will reinforce your brand and built trust with guests.

Operational Big Idea (OBI) is a strategic guide equips your team to:

• Understand the emotional and functional experience your customers expect.

• Deliver consistent experiences across touchpoints, shifts, and locations.

• Turn everyday customer touchpoints into memorable moments that inspire loyalty and referrals.

With the OBI, your team doesn't have to rely on their mood, personality, or luckto create great experiences. Every interaction is guided by a clear operating principle that builds trust and delight, inspiring customers to choose your restaurant over and over again.

When implemented well, the OBI transforms how your restaurant operates. You get:

1. Increased customer retention 

2. More repeat visits and higher spends per guest

3. Stronger word-of-mouth and referrals 

4. A team that's confident, aligned ,and empowered 

5. A restaurant experience that guests remember and love