How to Fix a Guest Experience Problem Hiding Inside a Sold-Out Event

Client: Ruth’s Chris Steak House
Initiative: TasteMaker Dinners Event Videos and Photography
Services: Video production; remote interview production; food, product, and lifestyle photography and videography

The Situation: Ruth’s Chris Steak House hosts TasteMaker Dinners: exclusive, ticketed events built around a chef-created menu paired with a single featured winery or distillery. But neither the winemaker nor the chef behind that menu was ever in the room. Whoever was there, usually the general manager and a local winery rep, told that story instead. Everyone was well trained on both food and wine, but no amount of training replaces the people who actually created the dishes and the wine. That meant some cities got a compelling evening and others got a flatter one. That kind of inconsistency is something no brand built on the highest level of excellence can leave to chance.

The Work: Nomad Flamingo replaced that gamble with the two highest experts, delivered the same way, in every city: a video pairing the executive chef who created the dishes (filmed locally) with the vintner who made the wine (filmed remotely using a shipped video kit and internet-enabled interview). The video had to meet the same standard as everything else at Ruth’s Chris, or it would be the one weak link in a five-star night. From there, the work expanded beyond video into food, product, and lifestyle photography and videography. We also created an overnight shoot format, in restaurant, built to capture assets for multiple upcoming dinners at once.

The Shift: The video became close to a standard requirement across all locations hosting Ruth’s TasteMaker Dinners. The inconsistency it was built to fix stayed fixed, dinner after dinner, delivering the excellent in every touchpoint that Ruth’s Chris guests expect.