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John Hart is the CEO at Restaurant and Catering Australia. The association assists small businesses with the hospitality industry by influencing the policy decisions and regulations that impact the operating environment. They proactively lobby the government on issues like policy reform and provide information for business owners on superannuation, education and training, food safety, workplace relations and liquor licensing. John Hart has led Restaurant and Catering Australia in the role of CEO for 17 years and is a passionate industry advocate. Here he shares practical ideas to survive and thrive in a competitive market.<\/span><\/p>\n <\/p>\n During my conversation with John he shares:<\/span><\/p>\n <\/p>\n John\u2019s Example Of A Customer-Centric Business<\/b><\/p>\n <\/p>\n Selected Links For This Episode<\/b><\/p>\n <\/p>\n \u201cHaving a relationship with your staff that empowers them to serve customers and make adjustments that they need to make through their daily work…Having the latitude to give away a free bread roll or a serve of vegetables if that\u2019s what it takes. It’s about empowering them but also taking that information from them and using it in your business. Having a relationship with your staff and time to talk about what customers are saying\u201d <\/span><\/i>John Hart<\/i><\/b><\/p>\n <\/p>\n \u201cI think we can get a bit carried away with quantitative evidence. It\u2019s really about about staying in touch with your customers. In our business that means getting around to the tables, making sure you\u2019re talking to the people in the business everyday and they\u2019ll soon tell you what they like and what they don\u2019t. Maybe validating that with some very easy survey instruments .. it\u2019s about talking to your customers, speaking their language and listening what they say\u201d <\/span><\/i>John Hart<\/i><\/b><\/p>\n <\/p>\n \u201cLoading up into facebook and having a community with facebook or instagram is not a \u2018nice to have\u2019. It\u2019s an absolutely necessity.\u201d <\/span><\/i>John Hart<\/i><\/b><\/p>\n <\/p>\n \u201cUnless you\u2019re engaged and treat social media as part of core business, then you\u2019re going to lose. The businesses that are making good strides in this new world of attracting that very fickle customer are doing a great job in the area of social media and making users their own and attracting new customers in the process\u201d <\/span><\/i>John Hart<\/i><\/b><\/p>\n <\/p>\n \u201cIt\u2019s about using the review sites and making sure you\u2019re managing that process. Ensuring that if there\u2019s been a bad review, it\u2019s followed up and if it\u2019s a good review, it\u2019s acknowledged\u201d <\/span><\/i>John Hart<\/i><\/b><\/p>\n Our podcast player will look like this on your site:<\/span><\/p>\n\n
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