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Welcome to Hillstone, America's Favorite Restaurant
visiting the stars of service experience: the Ritz-Carlton, Disney, General Electric, and Southwest Airlines.
Dan Heath • The Power of Moments: Why Certain Experiences Have Extraordinary Impact
“While our competitors are dropping standards, we will raise ours,” I said. “And we’ll hold firm on pricing.” The directive I gave to all our GMs was summed up in one phrase: “Control without compromise.”
Isadore Sharp • Four Seasons
My job was getting employees at every level to focus on one priority: pleasing customers. And it was also getting managers to focus on the obvious corollary: pleasing employees.
Isadore Sharp • Four Seasons
restaurant manages to treat fairly new customers like family by having every employee—from food runners to bartenders to servers to partners—record your preferences in Baro’s reservation software. So instead of hearing the blasé opening question “Have you dined with us before?” you can begin the evening by being asked, “Mr. Johnson, will you be hav
... See moreJoey Coleman • Never Lose a Customer Again
highlights from Danny Meyer’s autobiography via David Senra:
1. I had an uncontainable drive to win.
2. The inception of Shake Shack actually began with a humble hot dog cart. Small as the project was, I took this cart quite seriously. I was asking myself, "Who ever wrote that rule that you can't push the envelopes of excellence and hospitality for
... See moreJust because a few regulars love an employee doesn’t mean they should be allowed to erode the foundation of everything you’re trying to build.