NEW YORK At a time when business no longer operates as usual, Nation’s Restaurant News is presenting two powerful keynote speakers who will offer tips on how to be trailblazers and think outside of the box at its 50th annual Multi-Unit Foodservice Operators, or MUFSO, conference in Dallas Oct. 4-6.
William Taylor, co-founder of Fast Company magazine and author of the New York Times bestseller “Mavericks at Work,” and Frances Frei, a renowned Harvard Business School professor and consultant, will explain how to stand out in a crowded marketplace and capture decreased dollar share in a tough economic environment. Taylor will focus on how to take more risks and ensure adequate return on service investment, while Frei will discuss creating a culture of improvement and managing and training your customers’ behavior.
“When it comes to thriving in a hypercompetitive marketplace, playing it safe is no longer playing it smart,” said Taylor, who will open the conference Oct. 5. “In an economy marked by overcapacity, oversupply and utter sensory overload, the only way to stand out is to embrace a truly distinctive set of ideas. Hard times can be a great time to separate yourself from the pack and build advantages for years to come — if you can summon the leadership nerve to take risks.”
Frei, who specializes in the customer service aspect of business, will deliver the closing keynote speech Oct. 6, which will focus on how to sustain service excellence.
“Firms that try to achieve service excellence by relying on great performers or inspiring their employees to care more about customers rarely succeed,” she said. “In fact, these well-intentioned efforts often undermine a company’s ability to drive consistent, superior performance over time. Truly sustainable service excellence must be systematically designed.”
Tom Larranaga, publisher of Nation’s Restaurant News, said Taylor and Frei would offer operators the tools to improve business performance going forward.
“In today’s business climate, to win big you have to change the game,” he said. “Both Taylor and Frei’s keynote presentations will reveal eye-opening insights that challenge conventional thinking and identify the strategies and tools needed to develop a new game plan for success.”