DESPITE HIGH-TECH ENHANCEMENTS, RESTAURANTS will always remain a hands-on, high-touch, people-oriented business. Nothing will ever replace shaking people’s hands, smiling, and looking them in the eye as a genuine means of welcoming them. And that is why hospitality—unlike widgets—is not something you can stamp out on an assembly line. But its powerful impact can be taught, and teaching it with hundreds of colleagues is the best way I’ve found to extend my reach.
