A Quote by Danny Meyer
The most important thing you can do is make the distinction between customer service and guest hospitality. You need both things to thrive, but they are completely different.
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Once you know what you want and what is important for you to achieve, also define the values associated with it. What is important? That is something a lot of entrepreneurs pass by too quickly. For us, the things that were important were, No. 1, customer success. Nothing is more important to us than making sure every customer is successful in our service.
I think the most important thing that a company can do, not just in the customer space but the employee space, is to be completely open and completely honest. Don't pretend that you're doing something that you can not do. There's an old saying in Silicon Valley, "It's not a bug. It's a feature."
Your business should be defined, not in terms of the product or service you offer, but in terms of what customer need your product or service fulfills. While products come and go, basic needs and customer groups stay around, i.e., the need for communication, the need for transportation, etc. What market need do you supply?
Most customer service people are great. It's that one customer service person from hell that drives me crazy!
If for you the most important thing is to make a lot of money, then you don't want to take a certain type of risk. If, on another hand, the most important thing to you is to make people around you have a more fulfilled life, then there is a different set of things that are important to you. Unless you really know that about yourself, you will never be able to appropriately assess risk.
The most important single thing is to focus obsessively on the customer. Our goal is to be earth's most customer-centric company.
Business is all about the customer: what the customer wants and what they get. Generally, every customer wants a product or service that solves their problem, worth their money, and is delivered with amazing customer service.
Hospitality is always an act that benefits the host even more than the guest. The concept of hospitality arose in ancient times when the reciprocity was easier to see: in nomadic cultures, the food and shelter one gave to a stranger yesterday is the food and shelter one hopes to receive from a stranger tomorrow. By offering hospitality, one participates in the endless reweaving of a social fabric on which all can depend-thus the gift of sustenance for the guest becomes a gift of hope for the host.
Sometimes one makes a distinction between urgency and importance. And while disasters are urgent, the basically most important thing is education. And that's what gives it ultimately urgency too, because unless you do it now, this important thing gets again and again postponed.
The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works.
Look, I think that when we started Virgin Atlantic 30 years ago, we had one 747 competing with the airlines that had an average of 300 planes each. Every single one of those have gone bankrupt because they didn't have customer service. They had might, but they didn't have customer service, so customer service is everything in the end.
One of the important lessons of the Internet is, how easy it is to get things done completely shapes what gets created. For that reason, technologies like Amazon's cloud service are very important. Even if they aren't technically impressive, they make things easy to do.
I never make a distinction between private life and politics - that's a petit bourgeois thing. How can you make a stand against Nazi Germany, or in Rwanda, when you live life by making that distinction?
Kant ... was also quite aware that "the urgent need" of reason is both different from and "more than mere quest and desire for knowledge." Hence, the distinguishing of the two faculties, reason and intellect, coincides with a distinction between two altogether different mental activities, thinking and knowing.
How many chefs when I was a young boy shouted at me during service? All I ever said was "Yes, chef." The customer is the most important. If the chef overreacts, fine. At the end of service, you apologize.
I'm now doing three things: concerts, conducting, and teaching, and they each support each other. I learn to see things from different perspectives and listen with different ears. The most important thing that you need to do is really listen.
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