1: Imagine dining at an expensive restaurant.  

“Everything is delivered perfectly, cleared perfectly, decanted perfectly,” writes Danny Meyer in Setting the Table: The Transforming Power of Hospitality in Business.

Yet, something is missing.  

“It’s not fun. It’s not sincere. There’s no soul. It’s a perfectly executed but imperfect experience,” he writes.

“It’s remarkable to me how many businesses shine brightly when it comes to acing the tasks but emanate … continue reading