burnt

Unreasonable Hospitality at burnt I’ve always loved how the hospitality industry embodies an act of service to others. There is something so deep about serving others and seeing how it makes people feel. Everyone loves to feel special. Hospitality is this through and through. Nothing illustrates this concept more effectively than the insights I took away from Will Guidara's book, ‘Unreasonable Hospitality’. There is a lot that the tech industry, especially those building at the intersection of restaurants and tech, can learn from his book. Will’s approach to hospitality revolves around exceeding customer expectations at every corner, every single day, on repeat. In the world of hospitality, a lack of customer service leads to unhappy customers and ultimately, a decline in business. So why would we take any other approach while serving restaurants? In our line of work, exceptional customer service is everything. Restaurants rely on technology in so many facets of their operations and customer experiences. Poor service from our community can disrupt their business, and it’s not something we can afford to let fall through the cracks. Will Guidara’s insights and how they apply to (restaurant) Tech: 1. The 95%/5% Rule Manage 95% of your business meticulously, but spend the last 5% "foolishly" on enhancing the customer experience. For us, this means going all out. Doing extraordinary things for our customers and exceeding their wildest expectations. Hospitality is a world where acts of service, big or small, don't go unnoticed - rather where true recognition and appreciation lie. And that's where we set the bar. 2. Building a Cultural Bonfire A company's service is a direct reflection of its DNA. For burnt, cultivating a strong, positive company ethos will always be our linchpin in consistently delivering exceptional service. Never a “family” (I hate that), always a team. 3. Corporate-Smart and Restaurant-Smart It’s all about balancing business practices with on-the-ground operational knowledge. Being restaurant-smart is a non-negotiable for the burnt team, which means thoroughly understanding the unique challenges and needs of restaurants and building need-to-haves. This comes from having been in the industry, in the trenches and getting your hands dirty and then building backwards. 4. Hospitality as a Mindset Embracing hospitality as a way of life, not just a business practice. Putting the customer first is not an expectation, it’s who we are. This means relationship building, memorable experiences, embedding hospitality in every day operations and never ever taking your eye off the ball. At Burnt, we focus on the user journey and experience, embodying the principles of unreasonable hospitality in our product and company values.  If you’re a restaurant group and you’d like to learn more about how we can automate your back-office and save you $$$, feel free to reach out to me at [email protected] and I’d be happy to give you a demo.

This founder is pitching this world-class investor, Sahil Lavingia, to take a follow-up meeting & invest $100,000 in his business. Will he say yes? The Business: burnt automates restaurants’ back-of-house The Problem: Restaurants have terrible margins and antiquated back-of-house systems. The Solution: A platform that allows restaurants to automate their back office to improve bottom line, reduce wastage, and save time.

Big news: We’re excited to announce the official launch of NY Seed Round, a series of interviews with the city's founders, investors, and operators. The goal? Make NYC the best place in the world to build a startup. Up first, Rho’s Justin Wolz chats with burnt co-founder & CEO Joseph Jacob about selling SaaS to restaurant managers, co-founding a company with his partner, and more... Tune in tomorrow for Ep. 1 ❤️ 🗽