> 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 c

> 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.