WEBVTT - For not to

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<v Speaker 1>Welcome to Before Breakfast, a production of iHeartRadio.

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<v Speaker 2>Good Morning, This is Laura. Welcome to the Before Breakfast podcast.

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<v Speaker 2>Today's tip is that if you are trying to focus

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<v Speaker 2>on hospitality, think about what you are doing for your

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<v Speaker 2>guests and be wary of anything they may feel you

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<v Speaker 2>are doing to them. Today's tip comes from Danny Meyer's

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<v Speaker 2>book Setting the Table, The Transforming Power of Hospitality in Business.

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<v Speaker 2>Danny Meyer is best known for founding the restaurant's Union

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<v Speaker 2>Square Cafe and Shakeshack. In Setting the Table, Meyer shares

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<v Speaker 2>insights from the restaurant business that are relevant for anyone

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<v Speaker 2>aiming to extend hospitality, whether to die your restaurant, guests

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<v Speaker 2>in your home, customers at your shop, patients in your

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<v Speaker 2>medical office, or wherever one person might reasonably be hosting another.

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<v Speaker 2>In the book, Danny Meyer defines hospitality as being on

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<v Speaker 2>the guest's side. You want to understand their perspective. Meyer

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<v Speaker 2>then goes on to explain hospitality is present when something

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<v Speaker 2>happens for you, it is absent when something happens to you.

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<v Speaker 2>This strikes me as a helpful screen for evaluating how

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<v Speaker 2>you interact with any sort of guests or customers. Are

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<v Speaker 2>you doing something for them or to them? You can

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<v Speaker 2>quickly see how many places are doing things to people

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<v Speaker 2>rather than for them. A great many medical offices do

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<v Speaker 2>not seem to be designed for the comfort of their

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<v Speaker 2>actual patients. Not the parking situation, not the hours appointments

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<v Speaker 2>are available, not the fact that you fill out the

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<v Speaker 2>same information three times, not the uncomfortable gown, not the

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<v Speaker 2>need to answer the same question multiple times because no

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<v Speaker 2>one bothered to look at your first answer. Similarly, while

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<v Speaker 2>I understand why restaurants began providing QR codes for accessing

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<v Speaker 2>menus during the pandemic, a great many diners probably feel

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<v Speaker 2>like this is being done to them, not for them.

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<v Speaker 2>Needing to be on your phone just to see the

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<v Speaker 2>drink options is not terribly relaxing when you are out

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<v Speaker 2>for a relaxing dinner. Who wants to see that email

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<v Speaker 2>from your boss when you meant to look at the appetizers.

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<v Speaker 2>Restaurants could cheerfully offer a physical menu for anyone who

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<v Speaker 2>wants one, while pointing out the QR code for those

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<v Speaker 2>who prefer the A hair salon that asks clients how

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<v Speaker 2>they would like reminders by email or text or phone

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<v Speaker 2>or not at all, and then honors their preferences. Is

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<v Speaker 2>doing something for the clients. One that sends out numerous

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<v Speaker 2>auto generated texts to everyone is probably doing this because

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<v Speaker 2>it is easiest for them. They're thinking about their desire

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<v Speaker 2>to avoid no shows, but not about people's communication preferences.

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<v Speaker 2>Whatever your field, it is likely that the question am

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<v Speaker 2>I doing this four or two my guests is a

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<v Speaker 2>good one for helping you provide the care and service

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<v Speaker 2>your clients or customers want. When you do things for

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<v Speaker 2>other people, they'll want to come back, and that's good

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<v Speaker 2>hospitality and good business. In the meantime, this is Laura.

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<v Speaker 2>Thanks for listening, and here's to making the most of

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<v Speaker 2>our time.

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<v Speaker 1>Hey, everybody, I'd love to hear from you. You can

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<v Speaker 1>send me your tips, your questions, or anything else. Just

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<v Speaker 1>connect with me on Twitter, Facebook and Instagram at Before

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<v Speaker 1>Breakfast Pod. That's b E the number four then Breakfast pod.

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<v Speaker 1>You can also shoot me an email at Before Breakfast

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<v Speaker 1>Podcasts at iHeartMedia dot com. That Before Breakfast is spelled

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<v Speaker 1>out with all the letters. Thanks so much, should I

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<v Speaker 1>look forward to staying in touch. Before Breakfast is a

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<v Speaker 1>production of iHeartRadio. For more podcasts from iHeartRadio, visit the

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<v Speaker 1>iHeartRadio app, Apple podcasts, or wherever you listen to your

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<v Speaker 1>favorite shows.

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<v Speaker 2>Yeah,