Mission
Testimonials
Sales & Service Training
TIPS Certification
Employee Policy & Manual Design
Operations Cost Control Analysis
Menu Design & Marketing Strategy
Decor & Brand Design
Testimonials
Sales & Service Training
TIPS Certification
Employee Policy & Manual Design
Operations Cost Control Analysis
Menu Design & Marketing Strategy
Decor & Brand Design
The Service Dynamics Mission
To implement dynamic and profitable strategies, techniques, and solutions to improve customer service, salesmanship, product knowledge, client loyalty, customer satisfaction, cost efficient operations, and marketplace recognition for restaurants, hotels, healthcare and ANY retail business or industry where service excellence and guest / patient satisfaction are priorities.
These solutions, based on decades of operations experience and management consultation, will be implemented to energize your workplace, increase profitability, and provide clear direction for strategic management decisions and operational planning.
James will provide an unparalleled synergy of real-world practicality and business strategy best-practice.
These solutions, based on decades of operations experience and management consultation, will be implemented to energize your workplace, increase profitability, and provide clear direction for strategic management decisions and operational planning.
James will provide an unparalleled synergy of real-world practicality and business strategy best-practice.
Testimonials
“Jimmy brings so much to the table for us. We have utilized all of his consulting services — and his invaluable legal counsel — for years. I would not hesitate to recommend him for your business. Whether hotel, restaurant or any other type of business that cares about quality of service, his training programs set the tone and focus for our staff each and every season.”
G. Petry PRIDWIN HOTEL
“It was exhilarating! Not only did it help the staff, but it really helped me. It reminded me of what I should be looking for in the dining room.
I had never seen the staff so exhilarated! I waitressed for years and still found things to learn and reinforce as I manage my staff . . .”
L. Pirrone GEORGE MARTIN RESTAURANTS
“We've used all of James' services over the last two years. His Sales & Service Training is great for raising the standards of our veteran staff as well as establishing expectation for newcomers. His daily training program and employee manuals are implemented in each location . . . his wine training and wine list design had a huge impact on sales . . ."
J. Greco VINCENT's
"The awakening to customer service and higher sales was tremendous. My servers had a great new approach with their tables.
It's an integral tool for training staff and management. I would highly recommend this training for any operator who wants to excel ..."
R. Cutler MIM's RESTAURANT
“James performs a valuable service to the industry.”
J. Piciullo WATERZOOI / CROXLEY ALE HOUSE / NOVITA
“James' seminar proved very beneficial to our business. His lighthearted approach on turning negative customer,
staff and restaurant situations into positive money-making techniques really caught and held our servers interest.
Employees always seem more responsive when these ideas come from an "outsider."
G. Steiner PANCHO's RESTAURANTS
“This is the best training meeting I've had here. I found it very educational and professional. It covered everything I know from my years of experience, but it also gave me ideas and knowledge for a better future in what he reminded us is a profession to take pride in.”
J.C. Bonet GARDEN CITY HOTEL
“We had James redo all of our menus. He designed a complete wine, beer and spirits program around my concept.
He trained our wait staff to understand food and beverage pairing and how to make suggestions to guests.
He then set up a training program so we could keep the momentum going . . . outstanding!”
A. Carcattera PAPA JOE's & BELLA VERDE
Click Here for More Testimonials About the Quality & Results of Service Dynamics™
G. Petry PRIDWIN HOTEL
“It was exhilarating! Not only did it help the staff, but it really helped me. It reminded me of what I should be looking for in the dining room.
I had never seen the staff so exhilarated! I waitressed for years and still found things to learn and reinforce as I manage my staff . . .”
L. Pirrone GEORGE MARTIN RESTAURANTS
“We've used all of James' services over the last two years. His Sales & Service Training is great for raising the standards of our veteran staff as well as establishing expectation for newcomers. His daily training program and employee manuals are implemented in each location . . . his wine training and wine list design had a huge impact on sales . . ."
J. Greco VINCENT's
"The awakening to customer service and higher sales was tremendous. My servers had a great new approach with their tables.
It's an integral tool for training staff and management. I would highly recommend this training for any operator who wants to excel ..."
R. Cutler MIM's RESTAURANT
“James performs a valuable service to the industry.”
J. Piciullo WATERZOOI / CROXLEY ALE HOUSE / NOVITA
“James' seminar proved very beneficial to our business. His lighthearted approach on turning negative customer,
staff and restaurant situations into positive money-making techniques really caught and held our servers interest.
Employees always seem more responsive when these ideas come from an "outsider."
G. Steiner PANCHO's RESTAURANTS
“This is the best training meeting I've had here. I found it very educational and professional. It covered everything I know from my years of experience, but it also gave me ideas and knowledge for a better future in what he reminded us is a profession to take pride in.”
J.C. Bonet GARDEN CITY HOTEL
“We had James redo all of our menus. He designed a complete wine, beer and spirits program around my concept.
He trained our wait staff to understand food and beverage pairing and how to make suggestions to guests.
He then set up a training program so we could keep the momentum going . . . outstanding!”
A. Carcattera PAPA JOE's & BELLA VERDE
Click Here for More Testimonials About the Quality & Results of Service Dynamics™
Sales & Service Training
The Service Dynamics™ Sales and Service Workshop is James' signature program! Over 150 satisfied clients with countless inspired hospitality staff, retail business staff, and management trained, all resulting in outstanding guest-focused professionals driven to increase sales, improve service, and leave a lasting positive impact on their guests and clients.
Based on the book, "Service Dynamics - Profitable Hospitality for the New Millennium," this comprehensive 1/2-day sales and service workshop is the spark needed for you and your team to serve up profitable hospitality in any business sector (including healthcare, retail, and more). You'll quickly see just how wise an investment it will be for organizational morale, improved P&L, and improved guest satisfaction.
The Service Dynamics™ Sales and Service Workshop is an interactive training program customized for your team. Ideal for staff and management, that are in direct contact with your customers / guests / patients, to ensure memorable service and maximum profit.
After experiencing the Service Dynamics™ Sales and Service Workshop your team will:
~ Establish an improved standard and level of customer care to deliver prompt and sales-focused service for your guests;
~ Examine the most effective ways to ensure that your guests leave having had a memorable experience interacting with your organization;
~ Develop new dialogue and a tool box of sales terminology to promote your products as effectively as possible;
~ Be better equipped to have your entire staff consistently offer an unparalleled level of guest-focused service;
~ See sales averages soar;
~ Cultivate an atmosphere ensuring that your guests return again and again by consistently delivering service excellence and exceeding guest expectation.
TIPS® Certification Training
~ Train your staff to serve alcohol responsibly, and to lower your risk of alcohol related liability;
~ Check with your insurance company to see if you are eligible to receive a reduced rate on your liability premium by having a TIPS® certified staff.
√ A Workshop can be combined so that multiple operations within an organization can attend together so that it is more economical for each.
√ Each session is approximately 4 hours.
√ Most relevant to restaurant bartenders, servers, hosts, management … and anyone who touches alcohol.
The program helps staff have a better understanding of their responsibilities under the law. Having the staff certified is helpful if any legal matters do arise to demonstrate that the establishment makes ‘reasonable efforts’ to reduce alcohol related incidents and to serve alcohol responsibly.
As a practicing Attorney (for small to medium-sized business) and educator (25 year Professor of Management), James is uniquely qualified to deliver an enlightening, legally relevant, and intriguing workshop session to raise the level of professionalism of your staff. You will surely be satisfied with the quality of the workshop, engagement of staff, and the increased awareness to serve responsibly.
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Based on the book, "Service Dynamics - Profitable Hospitality for the New Millennium," this comprehensive 1/2-day sales and service workshop is the spark needed for you and your team to serve up profitable hospitality in any business sector (including healthcare, retail, and more). You'll quickly see just how wise an investment it will be for organizational morale, improved P&L, and improved guest satisfaction.
The Service Dynamics™ Sales and Service Workshop is an interactive training program customized for your team. Ideal for staff and management, that are in direct contact with your customers / guests / patients, to ensure memorable service and maximum profit.
After experiencing the Service Dynamics™ Sales and Service Workshop your team will:
~ Establish an improved standard and level of customer care to deliver prompt and sales-focused service for your guests;
~ Examine the most effective ways to ensure that your guests leave having had a memorable experience interacting with your organization;
~ Develop new dialogue and a tool box of sales terminology to promote your products as effectively as possible;
~ Be better equipped to have your entire staff consistently offer an unparalleled level of guest-focused service;
~ See sales averages soar;
~ Cultivate an atmosphere ensuring that your guests return again and again by consistently delivering service excellence and exceeding guest expectation.
TIPS® Certification Training
~ Train your staff to serve alcohol responsibly, and to lower your risk of alcohol related liability;
~ Check with your insurance company to see if you are eligible to receive a reduced rate on your liability premium by having a TIPS® certified staff.
√ A Workshop can be combined so that multiple operations within an organization can attend together so that it is more economical for each.
√ Each session is approximately 4 hours.
√ Most relevant to restaurant bartenders, servers, hosts, management … and anyone who touches alcohol.
The program helps staff have a better understanding of their responsibilities under the law. Having the staff certified is helpful if any legal matters do arise to demonstrate that the establishment makes ‘reasonable efforts’ to reduce alcohol related incidents and to serve alcohol responsibly.
As a practicing Attorney (for small to medium-sized business) and educator (25 year Professor of Management), James is uniquely qualified to deliver an enlightening, legally relevant, and intriguing workshop session to raise the level of professionalism of your staff. You will surely be satisfied with the quality of the workshop, engagement of staff, and the increased awareness to serve responsibly.
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Employee Policy & Manual Design
A 360º degree orientation and procedural standardization program is structured and developed to assist management in cultivating a team that is knowledgeable, confident, and fully prepared to provide outstanding service. A custom employee manual, with standard operating procedures, is designed to help ensure consistent performance, accountability, and enforceable policies and expectations.
Effective orientation, training and standardized procedures have been proven to reduce turnover, increase morale, improve attendance, increase sales, and ensure memorable service … all helping to guarantee that your guests return again and again.
A manual will be custom designed for your operation, with management and employee input, covering the following:
Effective orientation, training and standardized procedures have been proven to reduce turnover, increase morale, improve attendance, increase sales, and ensure memorable service … all helping to guarantee that your guests return again and again.
A manual will be custom designed for your operation, with management and employee input, covering the following:
|
~ Step-by-step opening procedures are established;
~ Step-by-step ongoing shift procedures are outlined; ~ Step-by-step closing procedures are drafted and implemented; ~ Sales and service dialogue is created for service staff and introduced in training workshops that establish the foundation for the new standards. |
~ Governmental policies: EEOC, Diversity, Sexual harassment, FMLA;
~ Attendance standards; ~ Appearance, uniform, hygiene, grooming standards; ~ Additional policies, including smoking, meals, cell phone usage, tipping, payroll, drug testing, vacation, discounts, benefits, and much more. |
Operations Cost Control Analysis
Reduce Cost and Maximize Revenue Opportunities
~ James will assess profitability, with a focus on cost reduction (food, beverage, retail products, and labor), operational efficiencies, and ideas on how to generate additional revenue streams and unrealized opportunities.
√ Improved facility layout and design to improve traffic flow
√ Inventory review and menu item sales analysis
√ Hourly and salaried labor review
√ Fixed expense analysis
√ Point of sale and payment processing efficiencies
√ Menu design enhancements to promote targeted sales
√ Website and social media improvements to drive sales and customer loyalty
√ Feasibility of additional revenue streams
Whether your business has high volume and not realizing its profit potential; or low volume, and seeking to bolster traffic, a comprehensive Cost Control Analysis of your operation will provide the road map to strengthen customer flow and profitability.
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~ James will assess profitability, with a focus on cost reduction (food, beverage, retail products, and labor), operational efficiencies, and ideas on how to generate additional revenue streams and unrealized opportunities.
√ Improved facility layout and design to improve traffic flow
√ Inventory review and menu item sales analysis
√ Hourly and salaried labor review
√ Fixed expense analysis
√ Point of sale and payment processing efficiencies
√ Menu design enhancements to promote targeted sales
√ Website and social media improvements to drive sales and customer loyalty
√ Feasibility of additional revenue streams
Whether your business has high volume and not realizing its profit potential; or low volume, and seeking to bolster traffic, a comprehensive Cost Control Analysis of your operation will provide the road map to strengthen customer flow and profitability.
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Menu Design & Marketing Strategy
Marketing strategies to capture new clientele!
~ Through proven strategies, your business will generate new business and increased return patronage.
~ A formal plan is customized to coordinate a singular message that is disseminated through your website, social media, in-store messaging, displays, public relations, staff training, networking, neighborhood relations, and more.
Your menus are re-designed for enhanced appearance, guest navigation, beverage pairing, and maximum profit!
~ Through proven marketing strategies, your current menus are evaluated, including artistic design, content layout and font selection, to lead your guests to your most profitable products;
~ Your menu is re-designed and re-engineered for enhanced appearance and maximum profit through site line execution and sales psychology;
~ Item selection is evaluated for variety, adherence to concept, item description, pricing, cost control, cross-utilization, production, efficiency and balanced presentation;
~ Product placement and the utilization of focal points are factored into your design;
~ The location of each menu item is analyzed and re-situated to ensure increased visibility resulting in higher sales.
Increased sales with a newly designed wine list and wine program is guaranteed!
~ Your current wine list is evaluated, including artistic design, content layout, and font selection;
~ Item selection is evaluated for variety, a balanced offering of grape varietals, and appropriate pairing with your cuisine;
~ Your wine list is re-designed and engineered for enhanced appearance and maximum sales revenue;
~ Your wines are paired with your cuisine to guide guests when ordering, as well as help servers understand wine and food pairing, inevitably leading to higher sales!
Re-design your beer and spirits lists to provide variety and creative libation options to ensure guest satisfaction!
~ A customized beverage list will be designed and engineered to maximize profit;
~ Your beverage menu will have a complimentary artistic design, content layout, and font selection to align with your primary menu and facility design;
~ Unique drink specialties will be designed to match your concept, along with a diverse selection of beer styles;
~ Drinks and beers are paired with your cuisine and various courses to guide guests when ordering, as well as help servers promote your beverage products, inevitably leading to higher sales!
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~ Through proven strategies, your business will generate new business and increased return patronage.
~ A formal plan is customized to coordinate a singular message that is disseminated through your website, social media, in-store messaging, displays, public relations, staff training, networking, neighborhood relations, and more.
Your menus are re-designed for enhanced appearance, guest navigation, beverage pairing, and maximum profit!
~ Through proven marketing strategies, your current menus are evaluated, including artistic design, content layout and font selection, to lead your guests to your most profitable products;
~ Your menu is re-designed and re-engineered for enhanced appearance and maximum profit through site line execution and sales psychology;
~ Item selection is evaluated for variety, adherence to concept, item description, pricing, cost control, cross-utilization, production, efficiency and balanced presentation;
~ Product placement and the utilization of focal points are factored into your design;
~ The location of each menu item is analyzed and re-situated to ensure increased visibility resulting in higher sales.
Increased sales with a newly designed wine list and wine program is guaranteed!
~ Your current wine list is evaluated, including artistic design, content layout, and font selection;
~ Item selection is evaluated for variety, a balanced offering of grape varietals, and appropriate pairing with your cuisine;
~ Your wine list is re-designed and engineered for enhanced appearance and maximum sales revenue;
~ Your wines are paired with your cuisine to guide guests when ordering, as well as help servers understand wine and food pairing, inevitably leading to higher sales!
Re-design your beer and spirits lists to provide variety and creative libation options to ensure guest satisfaction!
~ A customized beverage list will be designed and engineered to maximize profit;
~ Your beverage menu will have a complimentary artistic design, content layout, and font selection to align with your primary menu and facility design;
~ Unique drink specialties will be designed to match your concept, along with a diverse selection of beer styles;
~ Drinks and beers are paired with your cuisine and various courses to guide guests when ordering, as well as help servers promote your beverage products, inevitably leading to higher sales!
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Decor & Brand Design
Your concept can be refreshed with a re-design of your interior and exterior to re-define your brand.
~ New guests cultivated through Service Dynamics™ training, menu design, and marketing efforts will have a unique first impression, while 'regulars' will still feel 'at home' but in a exciting and refreshed atmosphere.
~ Practical low-cost aesthetic updates of the interior physical space and property exterior are critical to an operational update process.
~ Design ideas are presented and, upon approval, implemented to create a fresh and new look completely customized for your operation that captures your concept and maintains the heart and soul of what you have created.
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~ New guests cultivated through Service Dynamics™ training, menu design, and marketing efforts will have a unique first impression, while 'regulars' will still feel 'at home' but in a exciting and refreshed atmosphere.
~ Practical low-cost aesthetic updates of the interior physical space and property exterior are critical to an operational update process.
~ Design ideas are presented and, upon approval, implemented to create a fresh and new look completely customized for your operation that captures your concept and maintains the heart and soul of what you have created.
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