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🍽️ Master the Art of Hospitality
Learn from Shake Shack founder Danny Meyer as he demonstrates the importance of hospitality in Setting the Table.
Happy Wednesday! Today, we're diving into the secret sauce of success from restaurateur extraordinaire Danny Meyer. His book Setting the Table serves up a feast of wisdom that goes far beyond the dining room.
📕 Meyer, the mind behind Shake Shack and numerous award-winning restaurants, shares his philosophy of "enlightened hospitality." This approach isn't just about perfect service; it's a blueprint for building meaningful relationships in business and life.
SMARTEST TAKEAWAY
Prioritize People to Elevate Your Business
➡️ Employee Satisfaction and Customer Experience: Genuine care for people — employees, customers, community — is the foundation of lasting success. According to a Gallup study, companies with highly engaged workforces outperform their peers by 147% in earnings per share.
➡️ Handling Problems with Grace: Whether we like it or not, mistakes are inevitable. But sometimes they’re an opportunity in disguise. A study by Harvard Business Review found that customers who had a problem resolved quickly and effectively were more likely to become loyal than those who never had a problem at all. With this in mind, frame mistakes as opportunities to correct wrongs and earn customers’ trust.
➡️ Create an Experience, Not a Transaction: Above all else, business excellence comes from creating positive, memorable experiences. According to a study by Oracle, 86% of customers are willing to pay more for a better customer experience.
GET SLIGHTLY SMARTER
The Power of “The 51% Rule”
Danny Meyer introduces a profound concept in Setting the Table called the 51% Rule. This principle suggests that in any interaction, technical skills (such as food quality in a restaurant) account for 49% of the success, while emotional skills make up the crucial 51%. Here’s how it works.
1. Technical Skills (49%): These are the fundamental competencies required for your job or interaction. For a restaurant, it's the quality of food, cleanliness, and efficiency. In any business, it's the core product or service you provide.
2. Emotional Skills (51%): This is how you make people feel during the interaction. It includes your attitude, body language, tone of voice, and ability to read and respond to others' emotions.
3. Practical Application: By consciously applying the 51% Rule in your interactions, you can significantly enhance your personal and professional relationships, leading to better outcomes in various aspects of life. This concept provides a concrete framework for understanding why "soft skills" are often the determining factor in success, and offers a practical approach to improving your interactions with others.
INSIGHTFUL EXAMPLE
Taking the Extra Step
Meyer shares a story about a couple celebrating their 25th anniversary at one of his restaurants. The staff overheard and quickly arranged a special dessert with "Happy 25th Anniversary" written in chocolate.
This small gesture deeply touched the couple, who became loyal patrons and brand ambassadors. It demonstrates how attentiveness and going the extra mile can transform a good experience into an unforgettable one, creating emotional bonds that extend far beyond a single meal.
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DID YOU KNOW?
The Roots of Hospitality
The concept of "hospitality" comes from the Latin word "hospes," meaning both "guest" and "host." This dual meaning reflects Meyer's philosophy that true hospitality is a two-way street, benefiting both the giver and receiver.
Union Square Cafe, Meyer’s first restaurant, opened in 1985 and was one of the first restaurants to adopt a no-smoking policy years before it became law. This decision, while risky at the time, exemplifies Meyer's commitment to creating a pleasant environment for both staff and guests — a core tenet of his hospitality philosophy.
A QUOTE TO REMEMBER
How You Make People Feel
"Business, like life, is all about how you make people feel. It's that simple, and it's that hard."
Danny Meyer, Setting the Table
LEVEL UP CHALLENGE
Hospitality Exercise
1. Choose a Restaurant: Select a local restaurant you have never tried before.
2. Dine: Eat at the restaurant and pay attention to the experience. How were you greeted? What was the atmosphere like? Did you enjoy interacting with staff?
3. Reflect: Did your dining experience demonstrate enlightened hospitality? How could this be applied in your own life or work?
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