Amy’s Baking Co. Reveals Business Lessons, Robinson & Associates Announced Today As It Released A New Hospitality Training Tool

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The recent Amy’s Baking Co. “Kitchen Nightmares” TV episode is a learning opportunity, Robinson & Associates, Inc., announced today as it also released a new hospitality training tool.

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The Amy’s Baking Co. ‘Kitchen Nightmares’ episode is a teachable moment and our new hospitality training tool can help restaurants, casinos and hotels avoid those mistakes and improve their service.

“The recent ‘Kitchen Nightmares’ television episode that features Amy’s Baking Co. is like watching a train wreck in slow motion,” Martin R. Baird, chief executive officer of Robinson & Associates, Inc., said today as his company announced a new hospitality training tool. “You want it to end, but it just keeps going.”

After watching the video of the Scottsdale kitchen disaster, Baird said he had an epiphany and realized that this should be a “teachable moment” so that some good can be found in it. “So we launched a hospitality training tool to use with the video,” Baird said. “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.

Robinson & Associates has 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, Baird said. “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 is a proverb that says, ‘A wise man learns by the mistakes of others; a fool by his own,’” Baird added. “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,’” Baird noted. “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, Baird said, adding that it’s easy to follow and designed to make service improvement a simple process.

About Robinson & Associates

Martin R. Baird is a casino consultant and chief executive officer of Robinson & Associates, Inc., a guest service consulting firm to the global gaming industry. For 20 years, Robinson & Associates has been dedicated to helping casinos improve their guest service so they can compete and generate future growth and profitability. A Boise, Idaho-based firm, Robinson & Associates is the world leader in casino guest experience measurement, management and improvement. Recently, it announced Simply Share, real-time customer feedback platform that makes it fast and easy for casino customers to share their experience directly with casinos instead of posting comments online at social media sites.

For more information, visit the company’s Web site at or contact Lydia Baird, director of business development, at 208-991-2037 or lbaird(at)raresults(dot)com. Read about casino customer service improvement at Martin Baird’s blog at Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.


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