Throughout his career, restaurateur Danny Meyer has exemplified the importance of hospitality in the success of a business, not just in the food and beverage industry but in all industries.
- It’s not just about the product or service, he says in his book Setting the Table: The Transformative Power Of Hospitality In Business. Hospitality is a mindset.
- Hiring and training are critical.
- Consistency is key.
- Embrace the power of feedback.
- Build meaningful relationships with customers.
- Treat your employees well.
why it’s important
Danny Meyer is a renowned American restaurateur, founder of the Union Square Hospitality Group, and author of the book Setting the Table: The Transforming Power Of Hospitality In Business.
Throughout his career, Meyer has exemplified the importance of hospitality in the success of a business, not just in the food and beverage industry but in all industries. Along the way, he has shared some of the key lessons that he has learned about building a successful business.
Lesson 1: It’s not just about the product or service.
Meyer emphasizes that while the quality of the product or service is crucial, it is not enough on its own. Businesses must also focus on the customer experience and the overall atmosphere they create. For Meyer, hospitality is not a task but a mindset, and it’s about making people feel good. As he writes in his book, “Hospitality exists when you believe the other person is on your side.”
Lesson 2: Hiring and training are critical.
Meyer looks for employees with the right attitude and personality, rather than just those with the right experience. Meyer wants his staff to be passionate about their work and to genuinely care about the customers they serve. He also emphasizes the importance of investing in employee training to ensure that all team members share the same vision and values.
Lesson 3: Consistency is key.
Customers expect the same level of service every time they visit a business. Meyer believes that consistency is achieved through standard operating procedures and thorough training. “The goal of hospitality is to create a consistent, predictable experience,” he says.
Lesson 4: Embrace the power of feedback.
Meyer encourages businesses to actively seek and embrace feedback from their customers. Feedback provides businesses with valuable insights into their strengths and weaknesses and helps them to improve their offerings.
Lesson 5: Build meaningful relationships with customers.
Meyer emphasizes the importance of getting to know customers and making them feel valued. By building strong relationships, businesses can create a loyal customer base that is more likely to return and recommend the business to others. “How you gather, manage, and use information will determine whether you win or lose,” Meyer writes.
Lesson 6: Treat your employees well.
Meyer understands that happy employees are more likely to provide excellent customer service and create a positive work environment. Meyer provides his employees with excellent benefits, including paid vacation time, health insurance, and retirement plans. He also fosters a culture of respect and teamwork, where all employees are treated equally.