You hang up your phone.
As you turn to your operations manager, Kelsey, she can tell you’ve got bad news.
“John called me about this quarter’s revenue numbers,” you tell her.
“Our numbers are still declining,” you continue.
Kelsey isn’t sure how to respond, but she’s been proactive since she started this month, so she starts asking the right questions.
One after another, the questions are rolling, and you’re able to answer them quickly.
Six questions in and answered, you stop her.
She stumped you.
“What guest feedback have you received over the last several months or years to determine whether the revenue decline relates to experience,” she asks you.
But you don’t have the right answer.