Speaker 1: Welcome to Before Breakfast, a production of iHeartRadio.
Speaker 2: Good Morning, This is Laura. Welcome to the Before Breakfast podcast.
Speaker 2: Today's tip is that if you are trying to focus
Speaker 2: on hospitality, think about what you are doing for your
Speaker 2: guests and be wary of anything they may feel you
Speaker 2: are doing to them. Today's tip comes from Danny Meyer's
Speaker 2: book Setting the Table, The Transforming Power of Hospitality in Business.
Speaker 2: Danny Meyer is best known for founding the restaurant's Union
Speaker 2: Square Cafe and Shakeshack. In Setting the Table, Meyer shares
Speaker 2: insights from the restaurant business that are relevant for anyone
Speaker 2: aiming to extend hospitality, whether to die your restaurant, guests
Speaker 2: in your home, customers at your shop, patients in your
Speaker 2: medical office, or wherever one person might reasonably be hosting another.
Speaker 2: In the book, Danny Meyer defines hospitality as being on
Speaker 2: the guest's side. You want to understand their perspective. Meyer
Speaker 2: then goes on to explain hospitality is present when something
Speaker 2: happens for you, it is absent when something happens to you.
Speaker 2: This strikes me as a helpful screen for evaluating how
Speaker 2: you interact with any sort of guests or customers. Are
Speaker 2: you doing something for them or to them? You can
Speaker 2: quickly see how many places are doing things to people
Speaker 2: rather than for them. A great many medical offices do
Speaker 2: not seem to be designed for the comfort of their
Speaker 2: actual patients. Not the parking situation, not the hours appointments
Speaker 2: are available, not the fact that you fill out the
Speaker 2: same information three times, not the uncomfortable gown, not the
Speaker 2: need to answer the same question multiple times because no
Speaker 2: one bothered to look at your first answer. Similarly, while
Speaker 2: I understand why restaurants began providing QR codes for accessing
Speaker 2: menus during the pandemic, a great many diners probably feel
Speaker 2: like this is being done to them, not for them.
Speaker 2: Needing to be on your phone just to see the
Speaker 2: drink options is not terribly relaxing when you are out
Speaker 2: for a relaxing dinner. Who wants to see that email
Speaker 2: from your boss when you meant to look at the appetizers.
Speaker 2: Restaurants could cheerfully offer a physical menu for anyone who
Speaker 2: wants one, while pointing out the QR code for those
Speaker 2: who prefer the A hair salon that asks clients how
Speaker 2: they would like reminders by email or text or phone
Speaker 2: or not at all, and then honors their preferences. Is
Speaker 2: doing something for the clients. One that sends out numerous
Speaker 2: auto generated texts to everyone is probably doing this because
Speaker 2: it is easiest for them. They're thinking about their desire
Speaker 2: to avoid no shows, but not about people's communication preferences.
Speaker 2: Whatever your field, it is likely that the question am
Speaker 2: I doing this four or two my guests is a
Speaker 2: good one for helping you provide the care and service
Speaker 2: your clients or customers want. When you do things for
Speaker 2: other people, they'll want to come back, and that's good
Speaker 2: hospitality and good business. In the meantime, this is Laura.
Speaker 2: Thanks for listening, and here's to making the most of
Speaker 2: our time.
Speaker 1: Hey, everybody, I'd love to hear from you. You can
Speaker 1: send me your tips, your questions, or anything else. Just
Speaker 1: connect with me on Twitter, Facebook and Instagram at Before
Speaker 1: Breakfast Pod. That's b E the number four then Breakfast pod.
Speaker 1: You can also shoot me an email at Before Breakfast
Speaker 1: Podcasts at iHeartMedia dot com. That Before Breakfast is spelled
Speaker 1: out with all the letters. Thanks so much, should I
Speaker 1: look forward to staying in touch. Before Breakfast is a
Speaker 1: production of iHeartRadio. For more podcasts from iHeartRadio, visit the
Speaker 1: iHeartRadio app, Apple podcasts, or wherever you listen to your
Speaker 1: favorite shows.
Speaker 2: Yeah,