One of the things that really, really annoys me and my wife is when you go into a pink berry or any of the places that serve, soft serve and don't necessarily think about all those things. Sometimes you get a plastic spoon that is sort of rough on your mouth. And how that changes everything. That's the definition for a company not taking enough time to experience their own product. I think about that sometimes when I fly, when you fly coach, it's clear that the executives, the airline never fly coach either. They probably don't fly business either.
Will Guidara—an elite New York restauranteur and author—talks about his storied career as a leader in modern luxury dining, delivering service that transforms a meal into a magical experience.