"How do you deliver a world-class experience every single day?" with Alan Birnbaum, Michelin Star GM

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Today’s question:"How do you deliver a world-class experience every single day?"

Andrew Elliot Stern is  a Leadership Coach & Performance Coach for high performing individuals. He currently is focusing on tech startup founders. Andrew focuses on empowering individuals and organizations to come alive by creating and fulfilling their vision for the future.

In this podcast episode, Andrew welcomes Alan Birnbaum, an expert in directing and operating Michelin star restaurants, to discuss how to deliver a world-class experience consistently in the hospitality industry. Alan emphasizes the importance of understanding that customers come to restaurants seeking something special, even if their day has not gone perfectly. He highlights the power of erasing a customer's bad day by providing an exceptional dining experience.

Alan shares that the goal is to create a memorable experience that leaves customers having such a memorable experience that “it’s a chapter in their biography, and he does that, every single night. He looks for a specific smile from customers that indicates they had a truly exceptional experience. The podcast delves into the significance of the pre-shift meeting, where staff members are briefed on reservations, preferences, and specials. Alan stresses the importance of instilling confidence in the staff to deliver exceptional service without making customers feel like they are being sold to.