Customer Service

I’ve been holding on to this quote for a couple months now since it appeared on Metacool:

“Our chefs and managers cook and run restaurants as if the word of mouth spread by each and every guest today will determine how full — or empty — our restaurants will be tomorrow. We work hard to hire people whose emotional skills — even more than how they can cook or serve wine — make them predisposed to deriving pleasure from the act of delivering pleasure. Long after our guests have forgotten how much they did or didn’t like the turbot or the lamb shank, they’ll remember how we made them feel.”
Danny Meyer, WSJ, 3Oct3006

I’m not sure I can add more more to that. How does your library determine who it hires? Conversely, if someone is let go, is it because of a mistake, or lack of passion?

Before you do anything, fill your library with workers who can’t bear to think about doing anything else. Be one of those people.


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