Poor Customer Service - Follow Up

As a perfect follow up to today's post I read famed restaurant owner Danny Meyer is launching "Hospitality Quotient, which is an "education and consulting business that will teach companies across all industries, from banking to health care, how to improve their customer service (Crain's)."  You can read the full article here.  He is an astute businessman and certainly recognizes there is a huge potential for companies to improve their customer service.

Meyer also wrote the excellent book Setting the Table: The Transforming Power of Hospitality in Business, which is an autobiography focused on his restaurant business.  The title alone sums up his approach to business - 'hospitality' is notably front and center while the word 'restaurant' is absent.  According to the article, this new business is an extension of and a result of the success of the book.  At the center of his beliefs is the importance of providing outstanding hospitality to his guests and treating his staff very well.  After all, he believes you can not have one without the other.  Meyer wrote in his book that he often calls guests to thank them for his service.  He also launched a feedback program way before anyone else to make sure his customers were satisfied.  While I haven't been to any of his restaurants I have heard good things.  I can however, definitely recommend the book.