1 00:00:03,480 --> 00:00:08,080 Speaker 1: Welcome to Before Breakfast, a production of iHeartRadio. 2 00:00:09,840 --> 00:00:16,160 Speaker 2: Good Morning, This is Laura. Welcome to the Before Breakfast podcast. 3 00:00:17,520 --> 00:00:21,120 Speaker 2: Today's tip is that if you are trying to focus 4 00:00:21,239 --> 00:00:25,880 Speaker 2: on hospitality, think about what you are doing for your 5 00:00:25,920 --> 00:00:29,920 Speaker 2: guests and be wary of anything they may feel you 6 00:00:29,960 --> 00:00:36,040 Speaker 2: are doing to them. Today's tip comes from Danny Meyer's 7 00:00:36,040 --> 00:00:41,599 Speaker 2: book Setting the Table, The Transforming Power of Hospitality in Business. 8 00:00:43,159 --> 00:00:46,560 Speaker 2: Danny Meyer is best known for founding the restaurant's Union 9 00:00:46,600 --> 00:00:51,960 Speaker 2: Square Cafe and Shakeshack. In Setting the Table, Meyer shares 10 00:00:52,040 --> 00:00:56,200 Speaker 2: insights from the restaurant business that are relevant for anyone 11 00:00:56,400 --> 00:01:02,400 Speaker 2: aiming to extend hospitality, whether to die your restaurant, guests 12 00:01:02,440 --> 00:01:06,680 Speaker 2: in your home, customers at your shop, patients in your 13 00:01:06,720 --> 00:01:12,319 Speaker 2: medical office, or wherever one person might reasonably be hosting another. 14 00:01:13,880 --> 00:01:18,440 Speaker 2: In the book, Danny Meyer defines hospitality as being on 15 00:01:18,560 --> 00:01:25,440 Speaker 2: the guest's side. You want to understand their perspective. Meyer 16 00:01:25,520 --> 00:01:29,679 Speaker 2: then goes on to explain hospitality is present when something 17 00:01:29,800 --> 00:01:35,520 Speaker 2: happens for you, it is absent when something happens to you. 18 00:01:37,280 --> 00:01:40,479 Speaker 2: This strikes me as a helpful screen for evaluating how 19 00:01:40,520 --> 00:01:44,800 Speaker 2: you interact with any sort of guests or customers. Are 20 00:01:44,840 --> 00:01:49,840 Speaker 2: you doing something for them or to them? You can 21 00:01:49,920 --> 00:01:53,520 Speaker 2: quickly see how many places are doing things to people 22 00:01:54,360 --> 00:01:59,640 Speaker 2: rather than for them. A great many medical offices do 23 00:01:59,760 --> 00:02:02,680 Speaker 2: not seem to be designed for the comfort of their 24 00:02:02,720 --> 00:02:08,200 Speaker 2: actual patients. Not the parking situation, not the hours appointments 25 00:02:08,240 --> 00:02:11,400 Speaker 2: are available, not the fact that you fill out the 26 00:02:11,440 --> 00:02:16,480 Speaker 2: same information three times, not the uncomfortable gown, not the 27 00:02:16,560 --> 00:02:20,240 Speaker 2: need to answer the same question multiple times because no 28 00:02:20,240 --> 00:02:25,160 Speaker 2: one bothered to look at your first answer. Similarly, while 29 00:02:25,200 --> 00:02:29,720 Speaker 2: I understand why restaurants began providing QR codes for accessing 30 00:02:29,800 --> 00:02:34,160 Speaker 2: menus during the pandemic, a great many diners probably feel 31 00:02:34,200 --> 00:02:38,400 Speaker 2: like this is being done to them, not for them. 32 00:02:39,000 --> 00:02:40,959 Speaker 2: Needing to be on your phone just to see the 33 00:02:41,040 --> 00:02:44,480 Speaker 2: drink options is not terribly relaxing when you are out 34 00:02:44,520 --> 00:02:48,160 Speaker 2: for a relaxing dinner. Who wants to see that email 35 00:02:48,200 --> 00:02:51,359 Speaker 2: from your boss when you meant to look at the appetizers. 36 00:02:52,880 --> 00:02:56,320 Speaker 2: Restaurants could cheerfully offer a physical menu for anyone who 37 00:02:56,360 --> 00:02:59,200 Speaker 2: wants one, while pointing out the QR code for those 38 00:02:59,240 --> 00:03:03,720 Speaker 2: who prefer this. A hair salon that asks clients how 39 00:03:03,720 --> 00:03:06,880 Speaker 2: they would like reminders by email or text or phone 40 00:03:06,960 --> 00:03:11,080 Speaker 2: or not at all, and then honors their preferences. Is 41 00:03:11,120 --> 00:03:15,440 Speaker 2: doing something for the clients. One that sends out numerous 42 00:03:15,480 --> 00:03:19,120 Speaker 2: auto generated texts to everyone is probably doing this because 43 00:03:19,160 --> 00:03:22,920 Speaker 2: it is easiest for them. They're thinking about their desire 44 00:03:22,960 --> 00:03:27,720 Speaker 2: to avoid no shows, but not about people's communication preferences. 45 00:03:29,360 --> 00:03:33,520 Speaker 2: Whatever your field, it is likely that the question am 46 00:03:33,600 --> 00:03:38,440 Speaker 2: I doing this four or two my guests is a 47 00:03:38,480 --> 00:03:41,960 Speaker 2: good one for helping you provide the care and service 48 00:03:42,040 --> 00:03:46,000 Speaker 2: your clients or customers want. When you do things for 49 00:03:46,320 --> 00:03:50,320 Speaker 2: other people, they'll want to come back, and that's good 50 00:03:50,360 --> 00:03:58,160 Speaker 2: hospitality and good business. In the meantime, this is Laura. 51 00:03:59,200 --> 00:04:03,760 Speaker 2: Thanks for listening, and here's to making the most of 52 00:04:03,800 --> 00:04:04,240 Speaker 2: our time. 53 00:04:10,480 --> 00:04:13,240 Speaker 1: Hey, everybody, I'd love to hear from you. You can 54 00:04:13,280 --> 00:04:16,760 Speaker 1: send me your tips, your questions, or anything else. Just 55 00:04:16,800 --> 00:04:20,679 Speaker 1: connect with me on Twitter, Facebook and Instagram at Before 56 00:04:20,839 --> 00:04:26,680 Speaker 1: Breakfast Pod. That's b E the number four then Breakfast pod. 57 00:04:27,560 --> 00:04:30,400 Speaker 1: You can also shoot me an email at Before Breakfast 58 00:04:30,480 --> 00:04:34,400 Speaker 1: Podcasts at iHeartMedia dot com. That Before Breakfast is spelled 59 00:04:34,400 --> 00:04:36,880 Speaker 1: out with all the letters. Thanks so much, should I 60 00:04:36,880 --> 00:04:44,960 Speaker 1: look forward to staying in touch. Before Breakfast is a 61 00:04:45,000 --> 00:04:49,719 Speaker 1: production of iHeartRadio. For more podcasts from iHeartRadio, visit the 62 00:04:49,760 --> 00:04:53,560 Speaker 1: iHeartRadio app, Apple podcasts, or wherever you listen to your 63 00:04:53,560 --> 00:05:01,560 Speaker 1: favorite shows.