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On hospitality in a tough time
In tough times, it becomes even more apparent who's sticking to their values... and extra-important to be among those people.
If you have a few minutes to get inspired, I'd point you to videos of two such leaders: Bridget Duffy, chief experience officer of the Cleveland Clinic; and Danny Meyer, famed New York restaurateur and author.
See the connection? One improves hospitals, one advocates hospitality. Both have the same basic, simple, powerful message: have empathy. Take care of the other. Be hospitable.
That message came through loud and clear when I read Danny Meyer's spring newsletter this week. I'm happy to share part of it below.
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Hospitality = Hope, which is, of course, the antidote to fear.
Recessions thrive on fear, glumness, and "dismality." In contrast, the goods we sell and the value we offer are often felt by our guests as hope. Our idea of an effective "stimulus package" is simply to send people back into the world feeling better when they leave us than when they first arrived. Serving dependably delicious food and drink are key ways to accomplish that, but so too are the hug that comes with eye contact, a smile, and the knowledge that someone is happy to see you. ...
The seasons don't read the business section.
Those pea shoots, spinach leaves, strawberries, and rhubarb stalks have no idea what's going on in the economic world around them. They taste just as good when the stock market is down as when it's up. They grow in response to the revolution of the earth, not the evolution of the news cycle. It's an act of faith in the power of seasons to pull us forward, up and out of our economic doldrums to enjoy the delicious bounty of the earth. And the farmer who grew them will feel better too if you do!
Life is short. No recession warrants wasting precious time.
We only get one crack at 2009 - in fact only one crack at the day on which you are reading this. No pundit has yet said we should stop living. ... While the rest of the world is retrenching, it's an especially good time to play offense.
Unless you believe that this recession - unlike all that preceded it - will be interminable; then now is the time to look for those opportunities that a recession uniquely presents. Become a regular at your favorite restaurant. Renew your lease - on your terms. See a play and buy really good orchestra seats - perhaps at a discount. Renegotiate your monthly parking fee. Give yourself the gift of a day at a museum you've been wanting to visit. Drink a special bottle of wine from your own cellar. What were you waiting for, anyway?
- Danny Meyer
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Used with permission from the Union Square Cafe newsletter, spring 2009.
Danny Meyer is founder of the Union Square Hospitality Group and author of Setting the Table: The Transforming Power of Hospitality in Business, which I highly recommend.
so inspiring and a reminder to all of us in hospitality industry esp "Stimulus Package"... a smile is such a simple thing that makes someone feels special, recognised and welcome....if only we knew its worth, we w'd be smiling 24/7. thank you
"They grow in response to the revolution of the earth, not the evolution of the news cycle."
Inspirational and well chosen words for these times Mark.
How easily we forget the fundamentals of hospitality, good experience and value when short-termism cries out with its noisy voice.
There's never been a better time for companies to wake up to thinking about themselves from the outside in.
Mark,
Great post - I'm also a huge fan of Danny's; USHG has been a client of ours for many years. One wonderful thing about Danny is that he actually does what he encourages others to do - my experience of him is that he lives and breathes the kind of hospitality he espouses.
Thanks for posting this!
Warmly,
Erika
Loved this post- and even more so because I just read it while enjoying a lunch at Tabla's bread bar. The food and service are spectacular, from the chile-cumin-lime popcorn to the brooklyn chocolate brown ale semifreddo. Beautiful food fills me with hope and happiness. Thank you Danny! (And Mark for spreading the word!)