“How’s Everything Here?”

“How’s Everything Here?”

Our server’s perfunctory question, asked across her shoulder with her torso pointing where she was headed next, got the answer she was seeking: “Great, fine, all good.”

This ritual Ask-and-Answer does have a purpose: Were something missing or really, really wrong read more

What Business Are We In?

I first declared my answer to this question in 1978 and it has never changed. We are in the respect business. Everything we do, whether in the view of the guest or not, is an opportunity to convey respect, or fail to. I guarantee you, if you accept this premise, any time you are uncertain about how read more