The Restaurant Doctor TM Books , Audio Tapes , Videos , Ordering Bill Marvin, The Restaurant Doctor TM is an advisor to service-oriented organizations around the world. A veteran of the foodservice industry, Bill has managed hotels, institutions and clubs and owned full service restaurants. He has had the keys in his hand, his name on the loans and the payrolls to meet. His professional curiousity and practical experience enables him to understand the human factors common to the growth and success of every type of service-oriented business.
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It is a summary of about 1000 pet peeves - little lapses in service that, while minor in themselves, add up to cause your guests to become disenchanted and take their business elsewhere. It is very long on specific tools with a minimum on philosophy and discussion. It is designed so that you can lay it on a copy machine, put your company's name on the top of a form and get to work. People stick around because they want to. People leave because they don't want to stay.