{"id":1135,"date":"2016-03-08T06:00:38","date_gmt":"2016-03-07T20:00:38","guid":{"rendered":"https:\/\/customercentriccoach.com\/?p=1135"},"modified":"2017-06-04T12:29:52","modified_gmt":"2017-06-04T02:29:52","slug":"ken-burgin","status":"publish","type":"post","link":"https:\/\/customercentriccoach.com\/ken-burgin\/","title":{"rendered":"56. Profitable Hospitality With Ken Burgin"},"content":{"rendered":"<p>[spp-transcript]<\/p>\n<hr \/>\n<p><!--more--><\/p>\n<h2>Ken Burgin<\/h2>\n<h3>Profitable Hospitality<\/h3>\n<p><span style=\"font-weight: 400\">Ken Burgin is a former restaurant and cafe owner in Sydney who now works with food service operators worldwide to make their businesses more popular and profitable. He is the founder of the the leading industry website ProfitableHospitality.com, a resource for the latest information on food &amp; beverage marketing, management and cost-control. Ken likes finding out the &#8216;why&#8217; of business success, and the &#8216;why not&#8217; of business problems. <\/span><span style=\"font-weight: 400\">With more than 25 years experience in all areas of hospitality, Ken is the expert in how to optimise your hospitality business.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400\">During my conversation with Ken he shares:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">What makes for a customer-centric food business<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">What (other than the great food) staff can do to provide a great experience<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">How role-playing can help in increasing sales figures<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">How efficiency for us can mean a fantastic experience for our customers<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">How business owners should be spending their time to become more profitable<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Why we should be sending monthly emails to our customers<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">What we need to be outsourcing to get on with important growth tasks<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">How we should be spending our marketing dollars<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">What we should and shouldn\u2019t be doing in our marketing communications <\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">How can we ensure we are not forgotten in a crowded market<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">The top 6 facts we need to know every week about our business<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">What we can build into our service to increase sales<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">An example of a business that has built in subtle cues to streamline service<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">How private facebook pages can be used for powerful staff communication<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">How SMS can be used in customer and staff interactions<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">How to manage reviews about our business<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">How to handle negative reviews online; and<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Opportunities to connect with our customers &amp; get testimonials via social media platforms<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><b>Ken\u2019s Example Of A Customer-Centric Business<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400\"><a href=\"http:\/\/thegunshopcafe.com\" target=\"_blank\"><span style=\"font-weight: 400\">The Gunshop Cafe<\/span><\/a><span style=\"font-weight: 400\"> in West End, Brisbane<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><b>Selected Links For This Episode<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400\"><a href=\"http:\/\/www.profitablehospitality.com\" target=\"_blank\"><span style=\"font-weight: 400\">ProfitableHospitality.com<\/span><\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><i><span style=\"font-weight: 400\">On developing solid customer-relationships \u201cThinking about those conversations we can have with customers. That\u2019s trainable stuff and that\u2019s something that we can get our staff to do\u201d <\/span><\/i><b><i>Ken Burgin<\/i><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><i><span style=\"font-weight: 400\">\u201cOut of efficiency we actually create good customer experiences as well&#8230;if you have a good system to help your customer, what a difference it can make\u201d <\/span><\/i><b><i>Ken Burgin<\/i><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><i><span style=\"font-weight: 400\">\u201cIf you can be building your facebook following, you can then target your followers who like you and even those who are within 5kms that aren\u2019t yet fans of yours\u201d <\/span><\/i><b><i>Ken Burgin<\/i><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><i><span style=\"font-weight: 400\">On building relationships with customers: \u201cI wish more people would talk about what\u2019s happening in your community. Tell us about it.\u201d <\/span><\/i><b><i>Ken Burgin<\/i><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><i><span style=\"font-weight: 400\">\u201cWhen we get a good review, we\u2019ve got to go in and thank those people\u201d <\/span><\/i><b><i>Ken Burgin<\/i><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><i><span style=\"font-weight: 400\">\u201cYour staff know what could be more efficient or some way you could cut costs. Are you listening? Are you making an opening for them to tell you?\u201d <\/span><\/i><b><i>Ken Burgin<\/i><\/b><\/p>\n<div class=\"button\" style=\"background-color: grey\">[spp-transcript]<\/div>\n<p>&nbsp;<\/p>\n<hr \/>\n<h5>Would you like this episode on your blog or website?<\/h5>\n<p><span style=\"font-weight: 400\">Our podcast player will look like this on your site:<\/span><\/p>\n<p><audio src=\"https:\/\/archive.org\/download\/TheCustomerCentricShowPodcast\/056_Ken-Burgin_customer-centric-show-podcast.mp3\" controls=\"controls\"><br \/>\n<\/audio><\/p>\n<p><span style=\"font-weight: 400\">Get our podcast player onto your site by simply copying and pasting the following code:<\/span><\/p>\n<pre style=\"border: 1px solid grey;padding: 10px\">&lt;audio src=\"https:\/\/archive.org\/download\/TheCustomerCentricShowPodcast\/056_Ken-Burgin_customer-centric-show-podcast.mp3\" controls&gt;&lt;\/audio&gt;<\/pre>\n","protected":false},"excerpt":{"rendered":"<p>[spp-transcript]<\/p>\n","protected":false},"author":3,"featured_media":1136,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[22],"tags":[],"_links":{"self":[{"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/posts\/1135"}],"collection":[{"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/comments?post=1135"}],"version-history":[{"count":2,"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/posts\/1135\/revisions"}],"predecessor-version":[{"id":1542,"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/posts\/1135\/revisions\/1542"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/media\/1136"}],"wp:attachment":[{"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/media?parent=1135"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/categories?post=1135"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customercentriccoach.com\/wp-json\/wp\/v2\/tags?post=1135"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}