The Role of Consistency in Customer Service

I appreciate the call out to the mediocrity and it has been brutal. I think a lot of culture is sometimes a lack of process affects it one way or the other. There are things that you can and should do in your processes that can make a huge difference. The previous owner of 11 Madison Park at one point rated the number one restaurant in the world because of their experiences. They got rid of the host host's stand so they could greet somebody when they walk through the door.