I like your concept of authentic enthusiasm. This definitely helps explain the success of some sites. What's interesting about Craigslist is that Craig really has a lot of HQ - for instance, he appears to genuinely enjoy answering support emails.
kortina
· 2 months ago
My favorite place in Philly right now is a bar that opened called Village Whiskey. Although I love the fine selection of Islay single malts, this is as Meyer would say the baseline. This place became my favorite after one visit because I went with a friend, sat at the bar, and received exceptional service. We both ordered burgers with no buns and some appetizers. The appetizers came out on cutting boards with a side of ricotta and toast. In an instant, the bartender, Stephan, appeared with a pair of tongs and removed the toast because he realized we were forgoing bread and didn't want it in our way.
Such impeccable attention to detail, recognition of preferences, and the ability to tailor service to the particulars of our tastes blew me away. Clearly, this is the way to run a business, but how do you scale this kind of service? The pre-req seems to be exceptional hiring. Is it possible to train this sort of thing, or is all you can do hire good people? How do you scale this kind of service? Or is the point that it does not scale, and that is why it is and can be exceptional?
albert
· 2 months ago
Scaling is a real challenge for the restaurant business as the failure of a number of attempts to extend high end eateries has shown. The key clearly is exceptional hiring and that is hard!
kidmercury
· 2 months ago
interesting post albert. social media i think is how sites lacking the human touch can up their hospitality quotient. likewise, i think the best social media stars (i.e. blog stars, vlog stars, etc) will be folks with a high hospitality quotient.
All Comments
Such impeccable attention to detail, recognition of preferences, and the ability to tailor service to the particulars of our tastes blew me away. Clearly, this is the way to run a business, but how do you scale this kind of service? The pre-req seems to be exceptional hiring. Is it possible to train this sort of thing, or is all you can do hire good people? How do you scale this kind of service? Or is the point that it does not scale, and that is why it is and can be exceptional?