Marc Haine's Essential Hospitality Solutions started as a secret-shopper program mapping customer touchpoints in restaurants, then evolved into consulting that rebuilds business culture from the owner down. The approach dismantles failing operations and reshapes leadership practices to fix the root causes of poor customer experiences.
Essential Hospitality Solutions first started up as a secret shopper program that we would go in and we would analyze touchpoints within businesses to be able to analyze not only the touchpoints but the actual customer interactions to be able to gauge where the business might be falling down. But we took it a step further because after I gave in the secret shopper reports, I said, this is what we're seeing.
And they're like, we've tried everything.
Can you do it? Can you help us? And so, then they'd bring me on board under contract and we'd literally rip apart their culture. We'd rip apart every aspect of their business starting first and foremost with the owners and the general managers at the very top.
Wow! Yeah, that's a bitter pill to swallow sometimes when you think you need the help and you recognize you need the help. But I've got the egos get involved and people get so close to their businesses and it's so hard to let go and look at a fresh perspective. And This is a paradigm shift. It's okay, like, how do you make that leap, right?
