Top Highlights

• Business, like life, is all about how you make people feel. It’s that simple, and it’s that hard.
• Virtually nothing else is as important as how one is made to feel in any business transaction. Hospitality exists when you believe the other person is on your side. The converse is just as true. Hospitality is present when something happens for you. It is absent when something happens to you. Those two simple prepositions—for and to—express it all.
• I had begun to understand that business and life have a lot in common with a hug. The best way to get a good one was first to give one.
• (To this day, getting an assignable lease is the first piece of advice I give any new restaurateur.)
• The point was to keep the dialogue open while sending the message: I am your agent, not the gatekeeper!