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Culture That Counts: Why people-first service drives loyalty
Manage episode 504522589 series 2888084
Chris Fletcher에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Chris Fletcher 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
What is great service in 2025? In this episode of Tech on Toast, powered by Zonal, we unpack why hospitality is still (and always will be) a people business—and how that truth fuels loyalty.
Host Chris Fletcher is joined by:
Antony Pender — Founder, Yummy Collection (people-first pubs, bars & seafood concepts)
Darren Smith — Head of Operations, Flat Iron (consistent, craveable steakhouse experiences)
Gillian Nicholson — Sales Director, Zonal (tech that blends into brilliant service)
They dive into:
Defining modern service: “relaxed rigor,” natural interactions, and letting guests drive the experience
Training that sticks: stories, shadowing, and Gen Z–friendly, bite-size learning
Tech that empowers (not replaces): surfacing the right info at the right time, seamlessly
Culture and retention: flexibility, share schemes, meaningful recognition, and clear, kind feedback
Protecting brand magic: value over hard sell; community, authenticity, and doing one thing exceptionally well
Pull quotes
“Hospitality is the job of making people happy.”
“It’s kind to be clear; it’s unkind to be unclear.”
“We’re far more emotionally intelligent than AI—especially right now.”
Catch up on the series: Missed an episode? Dive into the rest of our Loyalty Series to get fully up to speed.
158 에피소드
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