Saturday, November 21, 2015

What if Your Organization Changed Customer Service to Enlightened Hospitality?

Dessert, Gramercy Tavern, October 2015
Danny Meyer, the prominent New York City restauranteur, first came to my attention when my daughter was at the Culinary Institute of America. She was so moved by Meyer and his philosophy, she sought to do her externship at Eleven Madison Park (EMP). Her experience at EMP had a huge impact on her. I saw first hand how Meyer's way of running restaurants attracted great staff and moved them to create great experiences for their guests. I wanted to understand Meyer's way of running his business as well as his leadership style reading Meyer's Setting the Table... 

Meyer shares stories from growing up to birthing his first restaurant (Union Square Cafe, New York City) to lessons learned in opening other restaurants now part of the Union Square Hospitality Group (USHG). He shares his adventures, mistakes and most of all, his vulnerability. Meyer touches the reader’s soul by sharing his soul. Meyer is different in a positively healthy, nurturing good way. If you are looking for a winning business philosophy, here it is!

For example, he treats solo guests as royalty rather than a problem as some other restaurants do. To him, the solo guest is paying his restaurant a compliment. He sees a positive attitude and attention to the solo guest as an investment in a long-term relationship. This is the key message of Setting the Table …create and nurture relationships, both internally and externally. Having won multiple awards and stars from Zagat, James Beard, The New York Times, Wine Spectator, and Michelin for his eleven restaurants as of this writing, his way of doing business has paid off.

Meyer has moved the bar from customer service to enlightened hospitality. He doesn’t call patrons of his restaurants customers, but guests. A whole different set of images and feelings come from being called a guest rather than a customer. Staff are referred to as hospitalitarians! This is not the typical “how to create and run a business” book. The reader comes across words like soul, goodwill, abundance, graciousness, elegance and art form. Setting the Table is on par with books, Be Our Guest: Perfecting the Art of Customer Service by The Disney Institute and Theodore Kinni and Fish: A Proven Way to Boost Morale and Improve Results by Lundin, Paul and Christensen (Pike Place Fish Market, Seattle, WA.) The only disagreement I have with Meyer, and I know he means well, is when he calls hospitality a team sport (page 16). In sport there are winners and losers. In hospitality, there are no losers.

Enlightened hospitality asks the question, “Whoever wrote the rule…?” Enlightened hospitality is context and context is everything, according to Meyer. Enlightened hospitality lives by one size fits one! Enlightened hospitality nurtures and touches all parts of USHG including its nonnegotiable core values, goal setting, management philosophy, hiring and training hospitalitarians, the way it treats hospitalitarians who affect guests who affect community who affect suppliers and finally investors. Look at our attitude toward the financial industry, who put investors first! Enlightened hospitality speaks to handling mistakes and failures!

Meyer has made an art of correcting mistakes with guests in what he terms, “always write a great last chapter.” He and USHG not only own a mistake, even an unintentional one, but respond as quickly as possible with grace and add a heaping dose of generosity! That great last chapter approach creates guests for life! For-profit and non-profit businesses would do well to learn and embrace this behavior!

Could Setting the Table change your organization?
Notice the picture of the salt shaker on the front cover

of the book? There is a story behind the salt shaker. You need to know your “center,” your core values and principles. It’s the job of staff and guests to move your salt shaker off center. Your job is not to get upset, but to move the salt shaker back to center. Center is what you stand for and what you won’t stand for. Do not let others decide where your center is. Perhaps if Kodak, Blockbuster and Blackberry had known, understood and lived their core values and purpose, they would be vibrant businesses today.

“The 51 Percent Solution” is about emotional intelligence and it's importance in finding it in the hiring of people for USHG. Meyer points out technical performance of the hospitalitarian is 49 percent and emotional performance is 51 percent. “The only way a company can grow, stay true to its soul and remain constantly successful is to attract, hire and keep great people.” page 139. Hire people who have the 51 percent. Those who possess the 51 percent are agents who make good things happen for others. People with the 51 percent are aware of “golden moments” that offer the opportunity to “WOW” the guest. Choose people with a great attitude and weak skills over people with a poor attitude and great skills. Attitude is the convergence of strong emotional intelligence, living the Golden Rule and gratitude. While skills can be taught and learned, not so with attitude. Let’s face it, people with the 51 percent make management’s job much easier and rewarding. It’s a game changer!

Bottom line
If service is the right thing to do, then hospitality is the compassionate thing to do. What would happen to morale, turnover, productivity and the bottom line, if your organization moved from offering good customer service to gracious hospitality?

Wednesday, September 2, 2015

We're Coming to Asheville. What Do You Recommend? (Updated 07/13/2023)



Some of the Catawba Falls
We get phone calls and emails from friends, friends of friends, clients, and blog readers who say, “We are coming to Asheville. What do you recommend?” We have so many choices and so little time! Click on Asheville for a link to a map of downtown Asheville

So let's begin ... by watching a short video about Asheville to get a flavor of this town and area!

Beer...don't like beer? Then why are you coming to Asheville?

Understand Asheville is Beer USA. We have more breweries per capita than any other place in the United States. The Asheville Brewers Alliance shows 43 breweries in its membership.

 

If you really want to understand the beer culture in Western North Carolina, check out Anne-Fitten Glenn who hosts the Imbibe Asheville Podcast and author of two books on WNC beers!

The oldest craft brewer in Asheville is Highland Brewing. Wonderful venue inside and out with live music. Great sand volleyball courts! I rate their Asheville IPA as the best in Asheville. 

Sierra Nevada in Mills River is an interesting brewery. Great taproom with great food.

Sierra Nevada, Mills River

New Belgium Brewing opened in May, 2016. No food, but usually a good food truck outside their taproom. Plenty of room to throw a Frisbee. Excellent selection of beer! At least four IPA's on tap and usually another two or three special IPA brews!

Asheville Pizza and Brewing - combines great beers with good pub food.

Other great craft brewers on my list:

The Wedge - excellent Silver Spike IPA.

Catawba Brewing - hike to Catawba Falls and then you'll understand why the beer is so good! 

Green Man - a great place to drink a tasty brew and catch a soccer game!

Hi-Wire - around the corner from Asheville Pizza and Brewing.

Hillman Brewing opened in 2017. It is more of a pub. It has the feel of the old TV show, Cheers. Great selection of craft beers as well as the Rise Above Deli is connected to Hillman. They have an excellent Reuben sandwich to go along with your beer selection. Recently tried the Blood Orange Creamsicle Sour - very tasty and refreshing!

Burial Beer is just around the corner from Green Man in the South Slope area of Asheville. According to UUTAPPD, Burial gets a 4.11/5 rating. My favorite is Surf Wax IPA (an American IPA) with a 6.8% ABV and IBU of 68.

Coffee...let's face it, the day isn't going to happen until there's coffee! Besides, coffee contributes to a longer life!

High Five Brewing - Counter Culture coffee (IMHO...the best!)  

Filo - Counter Culture coffee and sweets

Liberty House Coffee and Cafe - great coffee and healthy food! 

Pennycup Coffee - local coffee roster with four locations.

First, consider taking the Asheville Food Tour!

Stu Helm giving his tourees insight at Rhubarb as well as a tasting!

Stu Helm is Asheville's self-proclaimed foodie! He knows Asheville's food culture from farm to fork including the chefs, the servers and the farmers. He gives his patrons insights on the food as well as history. If you take what you eat seriously, consider including a Asheville Food Tour to your list of "to-do-and-see" while visiting Asheville.
           
Breakfast...got to start the day right!

Vortex Donuts - incredible donuts and incredible coffee from 1000 Faces Coffee -  (right next to Catawba Brewing on Bank Street - this could be a two-for-one-stop!)


Biscuit Head - wonderful comfort breakfast food that will knock your socks off!

Biscuit Head - Don't let the line stop you!

Sunny Point Cafe - they serve an attitude adjustment to get your day started right! Some of the best shrimp and grits I've ever tasted!

Lunch...mid-day refuel!

Naked ribs at 12 Bones (4 stars)
 
12 Bones - even if you don’t care for President Obama, his taste for good 'Que cannot be denied! He’s been to 12 Bones every time he comes to town! Republicans have been known to eat here! Even if you are a vegetarian, the sides will make you want to come back! Note: 12 Bones is only open from 11 AM - 4 PM, M-F in the RAD and 11 AM - 7 PM, Tue-Sat, Arden. There may be be a line no matter when you go. Be patient. It is worth it!
 
Egg salad with gibriche, lettuce and apple served on marble rye bread!

 
Mother is and outstanding bakery, wine shop, cafe. Truly worth a visit! My favorite is pictured above! My mother's egg salad was good, but not nearly this good!
 
Pisgah Inn - food is good. The view (if it’s not foggy) is incredible. Pisgah Inn is up on the Blue Ridge Parkway south of Asheville. 
 
Every town has someplace that grills a great burger. In Asheville, go to The Rankin Vault Cocktail Lounge!  The Rankin Vault had won The People’s Choice for Best Burger in 2015 and 2016 award, lost it in 2017, and then reclaimed it at the 2018 WNC Battle of the Burger!

Home Grown - the fried chicken … this ain’t KFC … this is good! 

White Duck Taco Shop - Gourmet tacos!

If you want "blue-collar" tacos head to Mamacitas Taqueria! They serve up fresh, made-from-scratch Mexican cuisine in a casual setting.


Before Dinner…another chance for attitude and altitude adjustment!

Battery Park Book Exchange

Battery Park Book Exchange - have a glass of wine, a craft beer or latte and browse the used books! Also a great spot to gather with friends and play Scrabble among the books on a rainy afternoon!

Sovereign Remedies - excellent craft cocktails in an interesting setting.


The Top of the Monk - Think of a speakeasy in the 21st century! Members-only, but it only costs $1 to join!

Crow and Quill
Behind this door at 106 Lexington is The Crow and Quill. This contemporary-speak-easy-feeling-adult-libation spot has over 350 whiskeys on its shelves behind its bar! And if you don't drink whiskey or crafted cocktails, they have over 350 other adult beverages! Consider trying a Dark and Stormy Daniels! Do not judge the book by it's cover!

Speaking of great views, the AC Hotel's Capella On 9 has a nearly 360 degree of view of Asheville. Worth a drink and a view!

Antidote
If you get tired of drinking beer in the South Slope area of downtown Asheville, wander into Antidote - the cure for the common cocktail! It is definitely uncommon and uncommonly good! 

The Lucky Catch from the Lobster Trap!
If you'd like to combine an appetizer and a cocktail, stop at The Lobster Trap and order The Lucky Catch Bloody Mary! This has got to be the best Bloody Mary presentation I have ever seen and it tastes equally good! If you stay for dinner, you can't go wrong with the Lobster Macaroni and Cheese or the Maine Lobster roll. Heck, order them both! When are you going to be in Maine?


 

 

Dinner...we are blessed with soooo many incredible restaurants! Here are just a few!


Blue Dream Curry House - an international taste sensation. My favorite is Cosmic Korma.

Smoky Park Supper Club -  Arrive by kayak, inner tube, on foot, or car. This is a unique venue on the French Broad River in the RAD and is built from steel shipping containers! The crafted food and drinks match the unique construction! (Note: Recently ate here and while the food is good, it was too noisy! We had a difficult time talking with others at our table. We'll eat outside next time!)


Nashville, TN is the birthplace of hot chicken. I've had Nashville's Hattie B's Hot Chicken. It's good, BUT Rocky's Hot Chicken Shack here in Asheville beats Hattie B's! Eight levels of heat for your chicken from plain (no heat) to XX-Hot Mount St. Hell No!

Try drinking wine from a Spanish porron at Curate!

If you'd like to visit Spain and are short on time and money, Curate is the next best thing! In fact, Spaniards might want to come to Asheville to see what they are missing! Lots of tapas to choose from and all are wonderful and easy to share with others you are dining with. If you are alone or with just another person, I recommend sitting at the dining bar and watch the interaction of the chefs preparing all things good!

Limones blend Mexican with California cuisine with a French influence and you have Limones!
 
Plant - OK, I'm a carnivore, but this place could get me to become a vegan! EXCELLENT!


Nine Mile - wonderful Caribbean fare. There are two locations. We are partial to the Haywood Rd location. 

There over 70 Food Trucks in Asheville! Here are a couple of favorites...

Melt Your Heart - gourmet grilled cheese sandwiches! 

Bear's Smokehouse BBQ - Delicious BBQ on wheels! 

Bun Intended -  Thai street food (also located in the S&W Market Food Hall.)

Deli Llammma -  Taste the love, y'all!

Gypsy Queen - Lebanese culinary by Chef Suzy who has been cooking since she was a child in her native Lebanon. Try the Chicken Shawarma!

Dessert...save room!

French Broad Chocolate Lounge
French Broad Chocolate Lounge - A MUST DO!  It’s been known to change people’s lives! Note: October 25, 2015 - 10 Best: Chocolate As a Pure Art Form - French Broad Chocolate Lounge...#1! Still the best in 2022!


Sunshine Sammies

 

 

 

 

 

How about a truly delicious homemade ice cream sandwich like none you've ever had? Go to Sunshine Sammies! It began as an ice cream cart in 2013 and has morphed into a storefront at 99 Lexington Ave. OMG good!

Beyond Food...so much to experience!

Watch a great sunset with a beverage in hand from the Sunset Terrace at the Grove Park Inn.

Coming in hot! Don't worry about stopping...automatic braking!

Navitat - do the Blue Ridge Experience - there is one zip-line over 3500 feet long and nearly 500 feet above the forest floor with an incredible view!

Craggy Gardens - hike with a view.

Catawba Falls - easy hike beside a beautiful stream and numerous waterfalls.

Coming through Nantahala Falls, class III/IV rapid

NOC - white water rafting! Rafting on the
Nantahala River begins in the late morning as the water from Fontana Reservoir is released. I've been down the Nantahala River several times. It never gets old! Dine on good food at the River's End afterward.

LaZoom - laugh and tour Asheville at the same time! Augusta Wind is my favorite tour guide! She makes me laugh tears! Try the Band and Beer tour! Visit two local craft brewers and listen to great live music as you travel from brewery to brewery.

Sister Harry Mary from LaZoom - one of the cast of characters 
you may meet on your adventure!

The River Arts District (RAD) has 22 buildings with over 200 artists including glass blowers, jewelry designers, painters, sculptors, and potters.

We've got the regular big-screen movie theaters, but we also have Grail Moviehouse. The viewing spaces are more like your home living room on steroids! Wonderful way to watch first-run artsy movies! 

The Fine Arts Theater, a former porn theater back in the day, is also a good venue for independent movies.

If live theater is of interest, check out our favorite, NC Stage. An intimate127-seat, off-broadway style professional equity theatre, producing 4-7 plays per season in Asheville.  NC Stage works with members of Actors’ Equity Association, the Union of Professional Actors and Stage Managers in the United States, under a Small Professional Theatre Tier 4 Contract. 

I'm a bad influence...taking a good friend to get a tat!

Speaking of art, Asheville has over 30 tattoo parlors and over 100 tattoo artists in the area. For the artistic pain, I recommend Danny Reed at Hot Stuff Tattoo! Danny has been named "Best of WNC" several times!



Olive? Obi Wan?
The WNC Nature Center is a hidden gem! A great place to go to see the native WNC animals, birds, reptiles and farm animals. A favorite is to watch Olive and Obi-Wan, American River Otters play! The Red Pandas are the newest addition in 2019!

TOPS for Shoes - every kind of shoe for everyone!


Hot Springs Spa is the perfect place to escape to in the late fall, winter, or early spring for a soak in natural mineral water. Talk about heaven on earth! About an hour drive, northwest from Asheville in the Western North Carolina mountains.
The Cascade tub is the ultimate in mineral bath experiences!
The Screen Door - eclectic, unusual, whimsical, fun to explore … especially on a rainy Saturday or Sunday afternoon.

Mast General Store - remember penny candy? Mast has this and so much more! Think of it as a local LL Bean!

Asheville is full of music venues including: The Orange Peel, Grey Eagle, and Salvage Station. Many of the breweries have music as well.



Drum Circle in Pritchard Park, downtown AVL

The Drum Circle - occurs Friday evenings beginning around 5 PM until 10 PM - weather permitting. Bring your drum, dance, or just watch! 

Haywood Street Congregation - the one Christian fellowship where I believe Jesus Christ would show up on Wednesdays at 12:30 PM. Haywood has an incredible Welcome Table on Wednesday and Sundays where sometimes local restaurants serve over 300 people at three seatings.

There are over 50 festivals going on in Western North Carolina every year.

Railroad Earth on center stage

The LEAF Festival occurs twice a year - once in May and then again in October near Black Mountian, NC. This is a three-day event with all kinds of music, crafts, food, and craft beer. If you like to camp, pitch a tent!

When you've done all this and if you still have money ... visit the largest private 250-room home in America, the Biltmore.

Where to stay...

Asheville has the normal hotel chains...Hampton Inn, Courtyard, Sheraton, Holiday Inn...the upscale Indigo Inn and Grand Bohemian Hotel...but if you want different, consider...

Albemarle Inn - bed and breakfast. We stayed at the Albemarle Inn in 2008. It's close to the Grove Park Inn. Excellent!

Sourwood Inn - bed and breakfast.  Wonderful hospitality! The setting is north of Asheville, just off the Blue Ridge Parkway.

Diane and Dan Rogers are resident innkeepers of Pinecrest Bed and Breakfast in the Montford area of Asheville. They've got a "Certificate of Excellence Hall of Fame" from TripAdvisor for the past five years in a row!

Have you ever stayed in a yurt? This is glamping! Check out Campfire Lodgings just north of Asheville with a beautiful view of the French Broad River valley. We stayed 2 nights in May 2015. Luxury in the woods ... seriously good! Click on glamping for more possibilities!  

Inside the yurt at Campfire Lodgings...fireplace, AC, bathroom...

We hear good things about Sweet Pea Hostel right in downtown Asheville. Friends have stayed there and gave it big thumbs up! It's on our radar to try! 

 
So to sum it up, take a look at these 17 postcards of Asheville! Got questions? Post a comment and I'll get back to you.