Amy’s Baking Co. Offers Business Lessons, Inspires New Hospitality Training Tool for Casinos & Hotels

The recent “Kitchen Nightmares” television episode that features Amy’s Baking Co. is like watching a train wreck in slow motion.  You want it to end, but it just keeps going.

That’s why today we announced a new hospitality training tool.

After watching the video of the Scottsdale, Ariz., kitchen disaster, I realized that this should be a “teachable moment” so that some good can come from it.  So we launched a hospitality training tool to use with the video.  With more than 20 years of helping businesses in the hospitality industry measure, manage and improve their service, this was a natural.

To request a copy of the training tool, click here.

We have taken the video and broken it down into brief sections.  Each section has “teachable moments” that a restaurant, casino or hotel can use to improve their service.  We’ve created a facilitator’s guide, as well as activities and exercises so a business can watch the video and help people learn from it.

There’s a proverb that says, “A wise man learns by the mistakes of others; a fool by his own.”  We want to make it easy for people to learn from the mistakes they made at Amy’s Baking Co.

Some of the mistakes include:
– How not to handle guest feedback.
– Leading by example.
– The customer is always right.
– Online reputation and reviews.

Amy at one point says, “The customer is not always right.”  That is arguable.  But what is not arguable is that they are the customer and they have the ability to share their experiences with the world via online reviews.

All businesses make mistakes, but it’s how you handle them that matters.  This Scottsdale kitchen nightmare has less to do with the kitchen and more to do with management and service disasters.  Amy said people online were out to get her.  In reality, they were probably just sharing real thoughts and feelings about the experience they had.

For businesses that want to learn from the mistakes of others, this training tool is a great start.  It’s easy to follow and designed to make service improvement a simple process.

To read other articles by Martin Baird, go to

Martin R. Baird
Robinson & Associates, Inc.

Lydia Baird

Tom Ellis

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