HUNGRY. Rory Sutherland Talks Marketing With Britain’s Most Famous Landlord Oisin Rogers
Sep 22, 2025
Rory Sutherland, a behavioral scientist and advertising executive, teams up with Oisin Rogers, the innovative restaurateur behind The Devonshire. They dive into why scaling venues can ruin their charm and the concept of 'cost per entertainment hour' that shapes customer experience. The duo discusses the importance of reducing 'silent irritants' in hospitality and how to keep customers coming back, emphasizing human interactions. Learn why well-maintained restrooms can elevate perceived quality and why unexpected generosity builds loyalty in business.
AI Snips
Chapters
Books
Transcript
Episode notes
Scale Kills Magic
- The Devonshire was intentionally designed not to be scalable because scale kills magic and dilutes artistry.
- Oisin values a single, well-run place over rolling out many standardised sites.
Hire For Shared Thinking Not Just Skill
- Hire people who think like you and show belief, pride and relationship skills rather than just skills on paper.
- Look after your team first so they can look after guests effectively.
Cost Per Entertainment Hour
- Measure entertainment by cost-per-entertainment-hour to explain consumer spending choices.
- Cheap-per-hour experiences (TV, games) often beat pricier short experiences like cinema.
