Setting the Table: The Transforming Power of Hospitality in Business

by Danny Meyer

Pat Cetta’s simple lesson has helped me navigate through years of challenging moments as I’ve worked to encourage our team to build and sustain standards of excellence, especially while we’re growing. Pat pointed to the set table next to us. “First,” he said, “I want you to take everything off that table except for the saltshaker. Go ahead! Get rid of the plates, the silverware, the napkins, even the pepper mill. I just want you to leave the saltshaker by itself in the middle.” I did as he said, and he asked, “Where is the saltshaker now?” “Right where you told me, in the center of the table.” “Are you sure that’s where you want it?” I looked closely. The shaker was actually about a quarter of an inch off center. “Go ahead. Put it where you really want it,” he said. I moved it very slightly to what looked to be smack-dab in the center. As soon as I removed my hand, Pat pushed the saltshaker three inches off center. “Now put it back where you want it,” he said. I returned it to dead center. This time he moved the shaker another six inches off center, again asking, “Now where do you want it?” I slid it back. Then he explained his point. “Listen, luvah. Your staff and your guests are always moving your saltshaker off center. That’s their job. It is the job of life. It’s the law of entropy! Until you understand that, you’re going to get pissed off every time someone moves the saltshaker off center. It is not your job to get upset. You just need to understand: that’s what they ...

How to guide your employees back to your core principles.