"Our chefs and managers cook and run restaurants as if the word of mouth spread by each and every guest today will determine how full — or empty — our restaurants will be tomorrow.  We work hard to hire people whose emotional skills — even more than how they can cook or serve wine — make them predisposed to deriving pleasure from the act of delivering pleasure.  Long after our guests have forgotten how much they did or didn’t like the turbot or the lamb shank, they’ll remember how we made them feel."
– Danny Meyer, WSJ, 3Oct3006