Must Read for Anyone in the Service Business

books:


	• Setting the Table: The Transforming Power of Hospitality in Business Danny Meyer Harper Paperbacks, 2008 - 336 pages average customer review:based on 36 reviews view larger image
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highly recommended

A Really Enjoyable GOOD Business Book

This is one of the most enjoyable management / customer service books I have read in a long time. By any measure Danny Meyer is a hugely successful entrepreneur who has the magic touch when it comes to restaurant development.

Meyer's Union Square Hospitality Group has five eateries in Zagat's top 20 most popular New York restaurants. His two signature restaurants Gramercy Tavern and Union Square Café have share the top two spots since the 2000 survey.

In a very open, well written book, Meyer takes us through his management philosophy based on "enlightened hospitality" and placing employees first and then guests, community, suppliers and investors.

Some of the concepts I particularly liked include:
The five "As" for addressing mistakes and complaints - Awareness, Acknowledge, Apologize, Act, Additional generosity.
The line from legendary retailer Stanley Marcus "The road to success is paved with mistakes well handled." Meyer does not shy away from admitting his own mistakes which gives the book more credibility.
The 51/49 recruitment concept where he suggests the best employees skills breakdown 51% genuine hospitality DNA and 49% technical excellence.

While written by a world class restaurateur almost totally referencing restaurant anecdotes this is a book for everyone in business who wants to inculcate a customer service culture in their organization. Buy it and read it again and again.

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Must Read for Anyone in the Service Business

Danny Meyer redefines what it means to be in the service industry. He shows you how to suceed in business - hire the right people!!! Highly recommended.

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Restauranteurs and Managers get this book

As a young restaurant manager I found this book to be of monumental help. Solutions to comon issues are offered as well as paradigms to share with your staff on the difference between good service and good hospitality.

Great insight, wonderful book

I had to read this book and do a term paper on hospitality. I even called him to try and conduct an interview . (It didn't pan out, but I didn't really need it...this book is jam-packed with information.) It was so good, I am buying my own copy.

The only issue I have is so miniscule... there's a word that is used on
p. 215...it's South African (it's a Bantu word), and means to convey a sense of humanity. The spelling of the word is ubuntu. Editors should've caught that...

I know, I'm weirdly nitpicky...

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Sensible advice from one who has done it

I find these days I like my business advice to come from someone who does retail. No stuffy offices and board room tables - give me someone who makes it happen every day in front of the guest. Let them teach me what business is really like.

Danny Meyer's book is the cream of that "been at retail, know what its like" book. I had the opportunity to see him speak at MUFSO in LA in October, and his book reads like he appears in person - genuine, thoughtful, insightful, but with a sense of respect for all. No Jack Welch "I got this all figured out here" attitude in this guy - instead they are hints on how to think about things yourself, told from one who did it and is still amazed it all worked out ok.

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reviews: 1, 2, page 3, 4, 5, 6, 7, 8

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