“As the quality of things go up, and competition increases, it's so easy to sell people on perfect. But perfect rarely leads to great word of mouth, merely because expectations are so hard to meet.
I think it's more helpful to focus on texture, on interpersonal interaction, on interesting. Interesting is attainable, and interesting is remarkable. Interesting is fresh every day and interesting leads to word of mouth.”
Restaurants are training grounds for things not going according to plan. Perfection is not attainable in an environment that is inherently ambiguous. That’s ok! Focus on fulfilling a customer need in such a way as to be remarkable, even interesting!
