So ya f*cked up?

Danny Meyer’s ideas about hospitality have spread well beyond his restaurants and even his industry. Everyone is capable of hospitality, like making twenty-five cent improvements.

But it’s not easy. There will be mistakes. In his book, Meyer lays out the ‘Five A’s’

Awareness. We messed up.

Acknowledgment. This is not how you expect your supplier to act.

Apology. We are very sorry this occurred.

Action. To make amends we’ll send the next batch with thirty extra days to pay and help you unpack.

Additional generosity. Free shipping on your schedule for the rest of this quarter.

These are difficult. Budgets are tight, there’s no room. ‘We can’t do this.’

But you have to, it has to be painful.

Pain is information. It shows your customer and employees what’s important.

So ya f*cked up, what are ya gonna do about it?

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