Danny Meyer’s Virtuous Cycle of Enlightened Hospitality



Danny Meyer is a successful restaurateur in New York City who spreads the gospel of “nice” to customer-facing employees.
A recent feature article in The New York Times describes the service philosophy he calls The Virtuous Cycle of Enlightened Hospitality. Meyer’s  common sense formula for keeping both his staff and his customers happy is based on his experience as the owner of 11 restaurants in NYC.

Meyer’s customer service wisdom applies not just to people in the hospitality business, but to anyone who works with customers.

Danny Meyer’s Dictionary of Enlightened Hospitality

Agent. Someone who is on the customers’ side and works to help get them what they want.
Gatekeeper. The opposite of agent, someone who makes no effort to help.
Skunking. Spraying negative energy into the workplace. Skunks spray because they are frightened. The best approach is to give the employee the benefit of the doubt and offer to help or support them.
Richest. Respect, integrity, courtesy, humility, empathy, self-awareness and trust — values that employees show in dealing with each other.
51 Percenters. Employees with the core emotional skills that make them capable of delivering hospitality: curious intelligence, a strong work ethic, self-awareness and integrity, empathy, a warm and friendly character.
49 Percent. The other 49% of a 51%er’s character is his or her technical abilities.
Jazz level. The level of excitement one has for the work that they do.
A.B.C.D. Always be connecting the dots. A cue to employees to constantly collect bits of information about guests in anticipating their wants and needs.
D.H.C.D. Direct, honest, constructive dialogue.

This week follow Danny Meyer’s advice and give some enlightened hospitality to your internal and external customers.