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Addressing service, the invisible product

This video post is part of Sullivision on, a resource center for restaurants looking for service, leadership and sales-building techniques from industry expert and NRN columnist Jim Sullivan.

Every foodservice operator understands that service is an invisible product. But service quality—like food quality—must be consistent in order to acquire and maintain more customers.

Most operators have all kinds of controls and processes in place to insure consistency in their food and beverage, but the majority of these very same operators allow their service to vary from shift to shift, manager to manager and guest to guest.

This short video from the DVD 60 Second Lessons in Leadership explores the dollar cost and retention impact of inconsistent service, selling and menu merchandising. Show it to your managers, servers and kitchen crew to help them understand the impact of quality and consistency in every facet of operations, not just food and beverage.

Jim Sullivan is chief executive and founder of, which designs leadership, service and sales-building products, programs and services for the Top 200 restaurant and retail brands worldwide. Clients have included McDonald’s, American Express and Walt Disney Company. More information on Sullivision and its products and services can be found at

Follow Jim Sullivan on Twitter: @Sullivision

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