Top critical review
2 people found this helpful
Inspiring but with a caveat or two
on 28 July 2015
On the whole I really enjoyed reading this book, but a casual reference to animal cruelty that Danny Meyer participated in on page 33 really turned my stomach and I think about it every time I think about the book, which has ruined the overall experience of the book. Call it illogical, call it what you want, the effect is still the same for me. If that kind of thing doesn't bother you, then you are more likely to enjoy the book.
It talks about Danny Meyer's history in the restaurant business and the lessons he learnt. There are also a couple sections with in-depth information about the way he runs his business and the guidelines he follows. These are mainly in reference to training and working with staff and dealing with customers. There are also thoughts on suppliers and stakeholders.
He doesn't pretend to be perfect and talks about situations where customers have complained and how the situation has been turned around into a positive experience which is interesting and inspiring. Sometimes though customers can be impossible to please and the only solution is a parting of the ways, I find it hard to believe that Danny Meyer's restaurants have never experienced this and think it would have been useful to have ideas of how they deal with such a customer or how they deal with people who owe them money etc. rather than just focusing on situations where it is possible to turn things around and continue working with the customer/client.