"Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect"

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Summary

A look at what it takes to run an amazing customer experience at Eleven Madison Park, a 3-Michelin Star restaurant / ranked greatest restaurant in the world. In addition to behind the scenes stories of running an elite restaurant, the book has great nuggets on creativity, grit, and customer service.

Notes and Quotes

That’s why I say there is no better way to show someone you care than by being willing to offer them a correction; it’s the purest expression of putting someone else’s needs above your own, which is what hospitality is all about. Praise is affirmation, but criticism is investment.

“The secret to happiness is always having something to look forward to.”

In fact, as a leader, I’d rather get attention for creating the conditions that enabled Kirk to put together an award-winning beer program.

Friends in management positions at other restaurants thought my strategy was misguided. “They’re gonna get poached,” they warned me every time someone on my staff got a complimentary write-up. They were right, in a way; the more attention people got, the more job offers they got, too. But I prefer to make decisions based on hope, rather than fear. The onus was on me to take such great care of my people they wouldn’t want to leave. In general, it worked—probably because it was clear we were gearing up for greatness, and the talented people we’d hired could smell that in the air.

When a server or one of the managers pulled off an amazing act of hospitality, I made sure the higher-ups at Union Square Hospitality Group knew all about it. Yes, it was a means to stay in touch, to let them know we had it on lock; I didn’t mind reporting that my team was killing it. But forwarding an email we’d gotten from a thrilled customer wasn’t about making myself look good; it was a way to arm Danny with information he could use the next time he stopped by.

In a global recession (or a global pandemic, for that matter), many business owners panic. And for good reason! All your well-laid plans have gone out the window; all your careful projections no longer apply. Uncertainty is scary. But though it’s easy to panic in the face of adversity, creativity is the better solution.

Start with what you want to achieve, instead of limiting yourself to what’s realistic or sustainable. Or, as I like to say, don’t ruin a story with the facts.