Can Hospitality be Scaled Successfully?

The speaker's goal is to make people feel essential and like they belong to a business/nThey are interested in the challenge of scaling hospitality and creating a feeling of welcome/nRay Crock successfully scaled a system for producing consistent flavor in fast food, but hospitality is different/nThe way people feel in a business can vary greatly across locations and wasn't considered in fast food's system scaling

Play episode from 12:52

chevron_right

Transcript

chevron_right

Transcript

Episode notes

My guest today is Danny Meyer, the founder and CEO of Union Square Hospitality Group, which compromises some of the most acclaimed restaurants in New York like Gramercy Tavern and Union Square Café. He’s also the founder and chairman of Shake Shack, which began in New York City but is now a publicly traded company with hundreds of locations worldwide. Our conversation focuses on how great hospitality leads to a great business, regardless of what sector its in. We discuss why hospitality is the starting point for Danny’s business philosophy, why first impressions matter, Danny’s concept of ABCD - always be connecting dots, how to scale hospitality, and how to build a business with essentialism and soul. The other day, when my young son went ice skating and fell a lot he said to me “well you learn from your mistake so you try to make as many of them as you can.” You’ll hear Danny say something powerfully similar late in the conversation. It’s a lovely thought, then, that I found out my son, my firstborn, was a boy in one of Danny’s restaurants, in a reveal orchestrated by his incredible team. I really hope you enjoy our conversation.

This episode of Invest like the Best is brought to you by Tegus. Tegus has built the most extensive primary information platform available for investors. With Tegus, you can learn everything you’d want to know about a company in an on-demand digital platform. Investors share their expert calls, allowing others to instantly access more than 10,000 calls on Square, Snowflake, or almost any company of interest. All you have to do is log in. Visit https://www.tegus.co/patrick to learn more.

This episode of Invest Like The Best is also sponsored by Assure. Assure is changing the way investors manage private transactions.

With Assure, investors can eliminate nearly all the admin cost of private investment. On top of that, they handle all the backend, legal, taxes, accounting, and compliance. All of it, with a straightforward one-time fee. Learn more and try Assure for yourself at https://www.assure.co/patrick.

For more episodes go to InvestorFieldGuide.com/podcast.

Follow Patrick on Twitter at @patrick_oshag

Show Notes

(3:41) – (First question) – His experience as a tour guide in Italy

(8:17) – Why hospitality is the center of business focus

(8:19) – Setting the Table: The Transforming Power of Hospitality in Business

(11:50) – Early lessons at creating an environment of hospitality

(15:17) - His strategy ABCD and learning from a trout fisherman relate and relate to hospitality

(20:45) – Scaling hospitality

(24:56) – What kind of people make a hospitality business work

(29:34) – How to be an effective leader

(33:00) – Handling mistakes well in the role of hospitality