In the current issue of Fortune Magazine, there's an article called "Wolfgang Puck's Dining Revolution." The article revealed something about Puck's approach to the restaurant business that I didn't expect to be reading. But clearly, that "something" has been a driving force behind the success of his restaurant and food business.
When people think of wolfgang puck, they think of food. And when they think of a successful food business, they think of great-tasting food. But here's what Puck says in the article - referring to when he began his world-famous restaurant in Beverly Hills, Spago - that caught me by surprise:
"I put in an open kitchen so I could greet the customers, see when they finished their first course, and prep the next course. I wanted to give the guests something of a show, not just their food on a plate, and it became popular with Hollywood people."
So, here's this world-famous chef telling us how his primary focus, when planning a business, was not about the food, but the customers, and their experience in his restaurant.
The Point is This:
Yes, your tangible product has to be good. But if you want to be truly successful in your market, you need to plan the business around delivering a great customer experience.
How much is customer experience a part of your business plan? And what are some of the specific things you've done in the business, to back this up? What are you not doing now, that you could be doing, to improve the customer's experience in your business?
Wolfgang Puck with his staff at Spago in Beverly Hills (Fortune)