Sean Feeney

We were extremely acclaimed.

But operationally, I did not know if we were the most efficient operation.

So I sent out a survey to 500 people, most of them closest friends.

And it was a 15-question survey.

where it really was structured around the entire dining experience.

From the moment you entered our space until you left.

When you check in, at what point are you upset about not being sat on time?

Is it five minutes after your reservation, 10 minutes after your reservation, 15, 20?

85% of the people said, after 15 minutes, I'm upset.

We had the control then to see on our technology of Resi, our floor management system, when we would tell people to go back to our cafe to get ready for their dining experience, we could see the timer starts.

If it was getting to that 15-minute moment and we were still not ready to seat them, we were going up to talk to them.

We did not want people coming up to the host stand asking us what time.

Once they sat down,

When do you want your first drink?

Two minutes after we sit down, our drink order should be in.

We want to drink in five minutes.

When do you want your order to be put in?

90% of the people said 15 minutes after we sit down, our order's in.

Great.

So to me, the perfect turn was the hello, the experience, and the goodbye.