The other night my wife and I met three other couples for dinner at a nice restaurant. The food was great, but the service ended on a sour note. Our server got lazy. His attitude toward the end of our experience reminded me that sometimes people don’t do what is requested – or even expected – simply because they don’t want to make the little extra effort to take care of their customers. Let me share what happened. Continue reading
Posts tagged "hospitality and service"
One of my favorite restaurants in St. Louis, where I live, is Tony’s. You may be familiar with Tony’s if you have been following my articles and videos for a while. They are an outstanding example of a great product – their food – and amazing service. So, good in fact that they are one of the businesses that don’t have to exceed expectations. They are so good at what they do, all they have to do is meet expectations to amaze their guests. Continue reading
Bend Over Backwards For Your Customers
How to adopt a hospitality mentality within your organization.
Shep Hyken sits down with his friend and restaurateur Kim Tucci. They discussed “the hospitality mentality,” how to hire good people and ways to reduce employee turnover.
The other night, I was out with some friends. We were at a well-known place, listening to music and relaxing. One of my friends said she wanted something chocolate, so she ordered a piece of chocolate cake. A few minutes later it arrived, and she took her first bite. You could tell by looking at her facial expression that she was not happy. She said it tasted very dry. Not what she expected. So, I tried a bite. She wasn’t kidding. It was worse than dry. It tasted like chocolate flavored sawdust. Continue reading
The words you say, the way you act, and your attitude toward your job and your customer are sometimes the difference between satisfactory and amazing. This became evident as I was having lunch with Tracy Nieporent, one of the partners at Myriad Restaurant Group. They are the successful owners of the famous Nobu restaurants, Tribeca Grill, and several others. Continue reading
Shep Hyken interviews Danny Meyer, CEO of the Union Square Hospitality Group. The award-winning restaurateur opened his first establishment, Union Square Cafe, in 1985 at the age of 27. Due to its emphasis on service and hospitality, Union Square Cafe soon became one of the premier dining locations in all of New York City and remains highly regarded today. Listen as Danny describes how to use those same principles – hospitality and service – to make any business a success. Continue reading