Book a 1:1 Expand your awareness

If you’re reading this, then you have noticed the sharp decline in awareness and pattern recognition skills. 

In the Hospitality industry this skill deficit is more prevalent and costly. 

The problem 

Your Barista/ FOH staff is making a customer's “extra hot latte” but has completely missed a flurry of new customers, has no idea the bean grinder is empty, and someone is looking for the toilet and customers are stressed.

I have worked alongside team members like this.They can make a drink, or serve one customer at a time but they lack any kind of awareness or patter recognition skills. It’s frustrating for staff, but a nightmare for customers. 

Tunnel vision is a costly vision. 

You're focused on the task at hand that's great- but you’re narrowing down your perception.

You're missing important cues. 

What’s being missed?

1. Customers entering and leaving 

2. Customers looking for the toilet

3. Tables needing cleaning 

4. Coffee grinder is empty

5. Glass wash is backed up 

6. A large queue has formed 

I could go on and on

The guest experience essentially becomes transactional, and very reactive. 

Expanded awareness: 

Expanded awareness is about noticing more but it's not about reacting to everything.

It is seeing everything, then making a deliberate decision about what deserves your attention.

What is being noticed?

1. Customers entering and exiting 

2. Customers looking for the toilets 

3. Cleanliness of the venue 

4. What needs stocking and when 

5. How the team is doing

6. Where everyone is at 

There is a constant flow of signals coming in, so you’re constantly running background scans whilst you're on task- maybe even multiple tasks.

With expanded awareness comes time, you’re noticing problems before they become a major issue. You shift from being reactive to being proactive. 

Instead of just focusing on making the coffee, you’re also able to engage with the customer/ guest. 

Outside of elite military training, and large organisations who prioritises building this skill? 

It’s simply expected but never trained. 

This is why my NZT Framework was created

I was frustrated with working in teams where basic pattern recognition and awareness was non-existent- Customers, and I would pay the price. 

Using my own skills and experience in this area, and taking inspiration from movies that demonstrate “exceptional” awareness I created a digital guide, and the basis for improving this general skill.

What is NZT?

NZT was a pill on the movie Limitless that expanded human awareness and cognitive ability. Its always been the way I would explain this ability to those I was training or to customers who would ask about my skill. 

Notice- Zone- Triage became the 3 step process. 

NOTICE
What is happening around me?

ZONE
Where is my attention needed? Customer? Colleague? Environment? Task?

TRIAGE
What matters most right now?

Explained another way 

DO → SCAN → ASSESS → PRIORITISE → ACT → SCAN AGAIN

My Process:

NZT Framework:

I have distilled the basics into a short, snapshot guide where I outline the benefits of improving awareness, the costs of not doing so and how to design venues for better awareness. 

Build your awareness 1:1 calls:

These calls focus on solving issues you may be encountering with awareness and pattern recognition. 

We can audit your venue-

Locate blind-spots and bottle necks 

Generate steps for you to improve your teams awareness skills. 

There is also scope to work on any other venue/ business related situation you may be encountering.

What to do now?

Download my NZT framework guide

Or 

Book a 1:1 with me and lets up skill your team or solve a venue issue

Or

Check out my other coaching/ Consultancy offers