Vinny O Brien and others argue culture matters more than strategy in hospitality. They talk about treating guests like family and friends, not customers, and one speaker recalls their grandmother's restaurant approach to making diners feel at home.
But talking to you and, you know, enjoying food here together with you was where I think so many brands could benefit from someone like you. It's the culture. You, you are culture, if that sounds right. Like, I can— and culture beats strategy a million times.
A million times, because that is what we're all selling and that is what we're all buying. And at the root of it, that's who we are. It's a cultural, it's a culture. It's a collection of beliefs. It's what attracts you to—
So the way you talk, it's the way you see people. It's— Yeah. I don't think you've ever said customer. You said guests, you said friends, you've said community. You've never once said the word customer. I honestly can't. In all the conversations we've had, I don't think you've ever said the word.
No, I don't. I don't use the word customer because my grandmother was very, very intentional about never saying a customer. She said always, she said, they're our guests. And once you sat down in the restaurant, she would say, oh, after your first meal, now you're family.
Where is the consumer now? Reagan took to the field for the V Spot news .. #ecomm #ecommerce
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