Danny Meyer: Hospitality is an emotional transaction; service is technical
Danny Meyer · Shake Shack's Danny Meyer: When to ignore conventional wisdom | Masters of Scale · Mar 24, 2023 · at 24:12
Danny Meyer, founder of Union Square Hospitality Group and Shake Shack, explains the operational distinction between technical customer service and emotional hospitality.
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“Hospitality describes an emotional transaction, whereas service describes a technical transaction, and you need them both.”
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