Donald Burns argues businesses have one real audience: employees and customers unified by a shared identity. Build employee loyalty first so they become advocates, which then creates customer loyalty.
I think our goal in business is to have one audience doing two separate tasks that end up in the same place. So that one audience is who you attract with your identity. It should be a compelling story and that's employees and guests alike. Those are the two audience. So you have the ones that you pay and the ones that pay you. But at the end you're hoping for a singular outcome and that is in my opinion we call it loyal advocacy. I want those two functions to be performed by those two people which are honestly the same group that I'm, that I'm attracting. Right. Ones I pay and the ones that pay me. Loyal advocacy. If my employees are loyal advocates, I've created a great culture then they create the loyal advocacy amongst the staff. Right. The guest is. Sorry, amongst the guest. The guest is not my guest. The guest is my employee's guest. My employee is my guest. Right. It's kind of this top down functionality.
If your restaurant only works because you work 80 hours a week, it doesn't work.
