3 ms·
He said if you were going to fool the guest, you had to make up for that lost energy by doing something else (or presumably lower the price) The guest is payin
by hammock 2y ago
He said if you were going to fool the guest, you had to make up for that lost energy by doing something else (or presumably lower the price)
The guest is paying for an overall experience. There are plenty of experiences where a guest is happy to pay to be lied to, like a magic show or a strip club or the Olive Garden. As long as the totality of the experience is providing enough value.
Now if you specifically chose the restaurant because of their honesty (for whatever that means), then it’s a different story
- karaterobot 2y ago> He said if you were going to fool the guest, you had to make up for that lost energy by doing something else (or presumably lower the price) I think in the context of the quote, that "something else" was meant to be some extra long, hard, stupid work. He didn't mean doing something to make it up to the customers. He's worried about the mindset of his team: he wants them not to take shortcuts, but only because doing that will make them worse at their jobs in an indefinable way.