I’ve followed Bob Phibbs the Retail Doctor for quite a few years – he writes terrific articles about all aspects of retail: trends, sales improvement, customer service and employee training. He’s also a motivational speaker and consultant, working directly with retailers to improve their sales and reputation.

Many of the issues faced by retailers apply to hospitality – we have employees who need training and motivating, a highly competitive landscape and customers who are always ready to leave us for a better offer! In this interview, we started talking about the retail opportunities for restaurants and cafes, and quickly moved onto the topic he’s most passionate about – creating great sales through great service.

This was a brilliant conversation – I know managers, restaurant and cafe owners will get great insights into training, customer and employee personalities, and so many extra ways to make sales and build customer loyalty. Make sure all your people listen to this!