Victor Gielisse, DBA, CMC, CHE

1
VictorGielisse, DBA, CMC, CHE
CIA Consulting,The Culinary Institute of America
2
The Cause Effect of the NaturalCulling
Factor
3
It is not the strongest of the species that
survive, nor the most intelligent, but the one
who is most responsive to change."
Charles Darwin
4
Surviving in Recession

• Anyone can hold the helm when the sea is calm.
• Publilius Syrus

5
8 Bedrock Trends That StandTest of Time!

• Taste and Flavor
• Convenience and Speed
• Value and Comfort
• Service and Hospitality

6
WAS
IS
Dine-in
Drive-through

Seminars
Webinars
Bank Tellers
ATM, DD, Online
Full Service Gas
Pay at the Pump
Phone Calls
Email, Texting
Check-out Clerk
Self-checkouts
Socializing
Cell, Ipods, IM
7
Create Service Culture

• Focus on Customer demand for Value
• Food and Beverage Product Differentiation
• Driving CustomerTraffic
• Real and Accurate Pricing
• Focus on Portion Sizes

8
Create Service Culture

• Customer Satisfaction is KEY!
• What they get versus what they thought theyd get
• Customer Satisfaction, reality over expectation

9
Trends That Stand Test of Time!

They always say time changes things, but you
actually have to change them yourself.
Andy Warhol
10
Trends That Stand Test of Time!

• Tough Times dont last! Tough People Do!