This industry faces some personnel problems that may sound familiar. The mature more responsible people of 10-15 years ago just are not around. I read this as lost people who are not enjoying their lives. I've been doing these off and on over the past 14 years in several industries. As people become more present their customers feel better cared for.
Employees report that they are enjoying better relationships at home as well.
Of course, three hours is not the end of the story. As you and I have often discussed, if you are not having a good time in your life, you are missing the point. Speaking of training these principles, I am pleased to report that Don Elkington of Elk Consulting in Memphis is now my chief staff trainer. I recently observed Don presenting a program to a group of servers from Chevy's, Houlihan's and Tony Roma's.