Brett Dwyer writes:
After reading the book Small Giants by Bo Burlingham, I knew I wanted to learn more about one of its subjects, Danny Meyer. I found his views on customer service/hospitality to be really in line with mine – but far more matured. I sought out Danny’s own book, Setting the Table, and I was certainly not let down.
This one will not only encourage you to improve your own business, but once Danny starts talking about all his research in Europe and America you’ll certainly want to enjoy some nice food & wine!
Danny started a restaurant in New York City that led to an entire hospitality chain. Based largely on high quality food and drink, but more importantly, a culture of putting employees first and treating each customer interaction as a chance to impress and make them feel valued.
It seems Danny is the perfect leader of a hospitality business. I was taken by a number of things, including how well he researched locations, chefs and cuisines for his new restaurants, his phrase for fixing mistakes – “writing the last chapter”, how he distinguishes between ‘service’ being a one-way conversation but ‘hospitality’ being something that shows a customer they are being listened to, and how much attention he has placed on ensuring he hires only those people that are a perfect fit.
A highly recommended read for anyone in any business.