My whole team and I where in Vegas a couple weeks ago. We did some work for our friends at “Park Place” who just moved into that market from Dallas (Great car guys… not many like them with a true passion for our Industry left).
Our team also had a kick off meeting for our new, interactive, virtual, trackable Service Advisor Training. It’s on a multi million dollar platform and will be like nothing ever offered in our industry.
Can’t wait to show it off soon.
My favorite restaurant in Vegas is Mesa Grill. It’s owned by Bobby Flay the celebrity Chef.
The food is really spicy and when in town I always try to sneak in there and have the Chile Rellenos or the Coffee Chipotle Rubbed Steak… Writing this is making me hungry.
Most of my Vegas nights have started there…
There is no mistake to why Bobby runs such a great operation.
While sitting at the bar I noticed a cool quote taped to a refrigerator next to the bar. Every time someone would open the refrigerator door, I could see it.
I convinced the bartender to sneak around the corner and take a picture of it for me.
I know there are some “Urban Legend” Stories about me and Vegas. One I even had in the original version of “The Irreplaceable Service Manager”. I ended up cutting that and about 100 more pages out at the last minute, in an attempt to make it easier to read and more just pure content.
Now most of the Vegas stories about me are exaggerated and blown way out of proportion…
But, a couple are true and all started at the Mesa Grill (Please Might Be Good Luck?)
For example, while attending a meeting for a well-known German Car Company earlier this year at the Encore, my team and a bunch of friends such as Mr. X and a few other Secret Service Society Members, won big at craps.
I was rolling the dice and rolled the “Features” which is a bet available only at the Wynn & Encore. If you hit it, it pays 176/1 or something like that…
Everyone in our group was on that bet and between the 7 of us we won over $125,000 in a 45-minute period.
We had a huge crowd at the end watching to see if I could roll it… The way it works is you have to roll every number without rolling a 7. I had rolled everything but a 12.
Also in the crowd was Gary Dell”abante from the Howard Stern Show.
I didn’t know he was watching at the time, because I was trying to focus and trying really hard to ignore the crowd and roll a 12.
The dealer to my right even tried to rattle me and throw me off. Didn’t work…
I finally did roll a 12 – the crowd and our group- went nuts!! It was really fun. Later while we where attempting to cash out, not easy… Gary came up and shook my hand and was asking me questions about the bet.
The next week he talked about it on the Wrap Up Show. Mentioned that he saw a 27 year-old girl (Nina) win $80k at the craps table.
Not the real story… But hey Nina was mentioned on Howard Stern…
So what I want to emphasis with my Vegas story is that like Bobby Flay, we have to realize that the thing that sets our Service Departments apart is how we define and deliver hospitality and how we make our customer’s feel…
I have a favorite quote about this by Maya Angelou:
“People will forget what you say, people will forget what you do, but they will never forget how you made them feel”
So it’s not about fancy digital inspection sheets or having the nicest customer lounge, it’s how we, our advisors, connect with customers and the feelings and experience they have with us.
That’s where the customer retention and high Fixed Absorption lies.. That’s our long term success…
P.S. This months “Service Manager Liberation” Webcast is going to be on “Packaging Menu Services For Higher ELR And Volume”. That and whatever shenanigans Mario and Nina think up.
Preview of the last webcast here