2min chapter

A Bit of Optimism cover image

Molly's Game with Molly Bloom

A Bit of Optimism

CHAPTER

The Importance of Consistency in Customer Service

The former owner of 11 Madison Park talks about how he became the best restaurant in the world by making people seen, heard and understood. What I find so interesting is what you're running is a great customer service business. Right? Well, until it wasn't. It was a multi million dollar business because the tips you were getting were based not on the ambiance but on how you made people feel. And that extends to decisions you make when they're not in front of you too.

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