Client advice: Excellence Reflex

Restaurants aren’t known for their large profit margins. Shake Shack’s margin is 21%, which is 13-15% above the norm. So what did they do differently?

Instead of a punitive “wait to be told” management style that slows employees and kills margins, they rely on “excellence reflex.” Excel reflex is essentially be gracious and attentive.  Give the crying kid free ice cream, pick up napkins, in short pay attention.  @owner