One of my favorite books that illustrates story after story like this is “Setting the Table” by Danny Meyer. He, and his employees, do this EVERY DAY for every encounter in his restaurants. That’s why he has like 11 uber successful restaurants in the US’ biggest city.

It’s so easy for a manager to walk by a table and ask about your experience (not just the meal), not just out of habit, but to genuinely care about your answer. One thing that will always stick with me, is that instructs his staff to ask, “What can we do to improve your service in the future?” instead of “Was everything okay?”

Instead of a yes or no answer, they get real answers that they can act on and adjust accordingly.

Thanks for sharing this!