Restauranteur Danny Meyer is best known for running eleven of the best places to eat in Manhattan, including Union Square Cafe, Gramercy Tavern, The Modern and the Shake Shack; his latest is Setting the Table: The Transforming Power of Hospitality in Business. 37 Signals has a great post up, Danny Meyert: Hospitality Is King, with excerpts from the book, an interview and a speech he gave at NYU recently:
"The customer is not always right. While the customer is not always right, he/she must always feel heard." Meyer said his business strategy is built on both good service, defined as the technical delivery of a product, and "enlightened hospitality," which is how the delivery of that product makes its recipient feel. He argued that hospitality is the distinguishing factor for success in this new, service economy. In the information age, competitors know how to offer the same products and services, but the culture and experience companies create for their customers will help them stand out. "It’s all about how you make the customer feel. You must make customers feel that you’re on their side,” he said."