Danny Meyer’s 2006 book, “Setting the Table” has been considered a must-read for anyone in the hospitality industry since it was published. But has the coronavirus pandemic highlighted some issues with a “customer is always right” mindset?
On this episode of the Happy Mouth podcast, chef Nyesha Arrington and restaurateur Philip Camino reflect on Meyer’s book and how times might have changed.
Listen to Philip and Nyesha discuss ‘Setting the Table’:
- Danny Meyer wrote “Setting the Table” in 2006
- “Setting the Table” is considered an industry-standard read
- The book covers “enlightened hospitality,” which covers emotional intelligence, relationships, and an emphasis on customer satisfaction
- Food & Wine writer John deBary penned an article where he questioned if it’s time to rethink that approach
- The “customer is always right” approach has led to customer entitlement
- While the coronavirus pandemic saw even more hostile behavior from customers, it was common enough beforehand
- 80% of restaurant workers say they’ve seen or experienced hostile behavior from customers
- 67% of workers say their tips have diminished by at least 50% compared to pre-pandemic times
- With a worker shortage, it might be time to rethink the employee experience and how to handle difficult customers
Links:
Happy Mouth Podcast Instagram
Food & Wine - It is time to rethink Danny Meyer’s ‘Setting the Table’
Setting the Table: The Transforming Power of Hospitality in Business
Food & Wine - The customer is not always right
We have a lot more content coming your way! Be sure to check out our other shows:
Full Comp
The Happy Mouth Morning Show
Restaurant Marketing School
The Playbook
