Show Notes: Survival Mode Episode 38

·        Hosts: Bert Robinson, Kevin Beers, Michael Grant Jr.

·        Show theme: Providing a step-by-step roadmap for business success.

·        Discussion on the importance of being an operational expert and understanding SOPs.

·        Emphasis on the need for owners to leverage expertise and verify SOPs to ensure smooth business operations.

·        Michael explains the significance of SOPs in displaying business functionality.

·        Kevin stresses the importance of testing SOPs through practical scenarios.

·        Examples include testing drink recipes in a restaurant and ensuring proper cooking procedures.

·        Bert highlights the necessity of testing technical equipment and processes.

·        Discussion on soft openings in restaurants and the value of customer feedback.

·        Emphasis on the importance of handling complaints effectively to retain customers.

·        Michael shares personal experiences and insights on turning complaints into opportunities.

·        Kevin discusses the importance of role-playing and scenario-based training for staff.

·        Bert emphasizes the need for documenting customer feedback and testimonials as valuable data.

·        Kevin stresses the significance of data collection for adjusting and improving business operations.