The Art of Hospitality: Lessons from Danny Meyer’s Setting the Table

Danny Meyer, the renowned restaurateur behind Union Square Hospitality Group, is more than just a businessman—he’s a master of hospitality. His book, Setting the Table: The Transforming Power of Hospitality in Business, is a must-read for entrepreneurs, business leaders, and anyone looking to elevate their customer experience. While his insights are rooted in the restaurant industry, the principles he shares apply to any business that serves people.

Enlightened Hospitality: The Core of Success

One of the most compelling concepts Meyer introduces is “Enlightened Hospitality.” Unlike traditional business models that prioritize investors first, then customers, employees, community, and suppliers, Meyer flips the order. He places employees at the top, believing that a well-cared-for team will naturally extend that same level of hospitality to customers. When customers feel valued, they become loyal advocates, which ultimately benefits investors. This ripple effect is the foundation of long-term business success.

Mistakes Are Opportunities

Meyer also emphasizes the importance of turning mistakes into opportunities. He introduces the concept of “writing a great last chapter,” meaning even when something goes wrong, a business can salvage the situation with exceptional service. A well-handled mistake can leave a stronger impression than a flawless experience. Customers don’t expect perfection, but they do appreciate genuine effort and care in making things right.

The Importance of Hospitality Over Service

While service is about delivering a product efficiently, hospitality is about how you make people feel. Meyer argues that people may forget what they ate, but they will never forget how they were treated. Businesses that focus on emotional connections and making customers feel truly valued create a loyal following.

Takeaways for Any Business

For entrepreneurs and business leaders, Setting the Table is a blueprint for building a customer-centric company culture. Whether you’re in food service, retail, or consulting, prioritizing hospitality fosters trust, loyalty, and long-term success. Meyer’s philosophy teaches us that hospitality isn’t just about restaurants—it’s about people.

If you’re looking to transform the way you engage with customers and build a business that thrives on relationships, Setting the Table is an essential read. Its lessons on leadership, culture, and customer experience are timeless, proving that hospitality is the key to lasting success.