Meyer: Staff are judged 51% on hospitality and prioritized over customers
Danny Meyer · Shake Shack's Danny Meyer: When to ignore conventional wisdom | Masters of Scale · Mar 24, 2023 · at 25:05
Shake Shack and USHG founder Danny Meyer explains his '51/49 formula' and his contrarian management rule of putting staff ahead of customers.
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“It's 49 parts performance and 51 parts hospitality, and that's what you are going to be judged on, that's how you're gonna get paid, that's how you're gonna get your bonus, and guess what, guys? In this business, the customer is going to come second. And by the way, the customer is not always right, because no one's always right.”
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