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When Hospitality Means Finding the No
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When Hospitality Means Finding the No

Danny Meyer
The Welcome Conference, 2019
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Editorial Rating

9

Qualities

  • Applicable
  • Concrete Examples
  • Engaging

Recommendation

Hospitality is all about saying yes, or is it? While a cheerful yes is often the easiest response for service providers who wish to maximize the customer experience, a well-intentioned no is often the best or only choice to maintain integrity. With impeccable comedic timing, Danny Meyer, a New York City restaurateur and the CEO of the Union Square Hospitality Group, delivers a litany of humorous anecdotes that illustrates why those in the service industry must add the word “no” to their vocabularies to keep their reputations intact and to elevate their service.

Take-Aways

  • In the hospitality industry, saying yes to a customer is a commitment to deliver.
  • Be aware that not all situations warrant a yes. To improve your service offerings, learn to say no when situations call for it.
  • Saying no more often will help you find your “true yes.”

About the Speaker

Restaurateur Danny Meyer is the founder and CEO of the Union Square Hospitality Group, which owns and runs several celebrated fine-dining establishments in New York City.

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