I recently enjoyed Danny Meyer's remarks at the National Governors Association on CSPAN. Mr. Meyer is the chief executive officer of Union Square Hospitality Group (Union Square Hospitality Group). He delivered remarks during the opening session of the 2015 National Governors Association Winter Meeting. He struck a positive tone with me in my City Manager work in the City of Lebanon, which is striving to be a sustainable City that is devoted to engaging its residents and stakeholders in conversation so that all might pull together and move forward.
Meyer offers the concept of hospitality as a formula for public, private, and non-profit sector successes. He contends all of the successes referenced in his remarks could be achieved by gaining favor of your employees, suppliers, and customers (in that order). The formulation of his approach is based on success being 49% performance and 51% hospitality.
His concept of hospitality supports my dream that City residents and stakeholders believe and accept the proposition that the City cares about them and is always in their corner. I want the City to be their favorite organization with whom to work. I want the City to make them feel good.
Meyers acknowledges a successful organization must have good service but that good service is really part of the organization's technical performance not a component of hospitality. He lays out the truism that no one raves about good service as long as it works, but, when the service does not work, an outcry of dissatisfaction will quickly result.
The 51% hospitality factor under Meyer's concept when applied to the City means the City must pay equal and a little bit more time and attention to hospitality than to service. The City needs to nurture and strengthen its employees', residents', and stakeholders' beliefs in the City always being on their side, the City being dedicated to making them feel good, the City being their agent at all times, and the City not being a gatekeeper when it comes to accessing City services. Being a gatekeeper is an anathema to the City being committed to hospitality.
An enlightened City hospitality would mean the City would engage with its employees, suppliers, residents, and stakeholders to create a sustainable City engine. The City engine would be intended to make people feel better and help people live better. The City's organizational culture would be committed to being nice, optimistic, empathetic, joyful in work, competent, and masterful.
The City needs to assess and consider adopting Meyer's virtuous cycle where the City loves to work and loves being a City with whom others love to work. Using the heart and not only the mind in the City, according to Meyer, will produce a sustainable City engine that would lead to a sustainable City community in fulfillment of the City's Master Plan (Master Plan). Meyer's remarks given in rather a business-like style are nevertheless inspirational for those who dream.