Guest experience drives perception, and perception shapes value. As you may have already learned, perception can be impacted on what may feel trivial to operators and their teams but is incredibly important from guest to guest.

On this episode of Bar Hacks: Refire, David Klemt, partner at KRG Hospitality, and co-host Bradley Knebel of Empowered Hospitality break down a real-world story of two restaurants offering the same menu and pricing, but with vastly different outcomes. One felt like a letdown because of disorganization and sloppy service; the other delivered a memorable experience simply by getting the fundamentals right.

The duo dig into why poor guest experience makes food and drinks taste worse; why discounting without strategy sends the wrong message; and why every detail—from lighting and music volume to greetings and check drop—matters. If your guests don’t feel good about the experience, they won’t feel good about the value. And if they don't see value, they won't see a point in returning for more visits.

Tune in to rethink what you're really selling.

Notes

Bar Hacks IG:⁠⁠⁠⁠@barhacks⁠⁠⁠⁠

David Klemt IG:⁠⁠⁠⁠@david.ex.machina⁠⁠⁠⁠

Bradley Knebel IG:⁠⁠⁠⁠@sommfabulousguy⁠⁠⁠⁠

KRG Hospitality IG:⁠⁠⁠⁠@KRG.Hospitality⁠⁠⁠⁠

KRG Hospitality website:⁠⁠⁠⁠KRGHospitality.com⁠⁠⁠⁠

Empowered Hospitality IG: ⁠⁠⁠⁠@empoweredhospitality⁠⁠⁠⁠

Empowered Hospitality website: ⁠⁠⁠⁠EmpoweredHospitality.com⁠