Danny Meyer, the great restaurateur of Gramercy Tavern, Union Square Café, and Shake Shack fame, defines the difference between service and hospitality like this, “service is the technical delivery of a product, hospitality is how the delivery of that product makes its recipient feel.” This clearly identifies two dimensions. One, service, is more technical, it … Continue reading The difference between service and hospitality and how to leverage that for business success.

Each of us has an opportunity to make our workplaces—not to mention our homes and communities—better by being a more helpful contributor ourselves and inspiring it in others. In other words, we can create a better world and life for ourselves and those around us if we become more giving and service focused. But mention … Continue reading If you want your business to deliver better service, it starts with you. Here’s how to be more service oriented and help those around you to be as well.

What is one thing every business wants from customers? More sales, more revenue, and undying loyalty. This is how a business gets consistent income and a foundation on which to grow. This is the ideal situation. However, when customers don’t come back again and again, it is the opposite of ideal. Your growth strategy could … Continue reading No-repeat customers are a sign …a bad one. Here’s why.

Love. It’s in the air, but in business, it’s like Voldemort— “he-who-must-not-be-named” of Harry Potter fame— and treated like something never to be mentioned. Why is that? Why, given that business is essentially a human-to-human endeavor, is love something we quickly run from and dismiss in any business conversation. I remember once in a big … Continue reading Love is in the air …but is it customer love? It can be.