Danny Meyer warns that while saying 'yes' to customers is important, excessive customization can harm both the customer experience and the business itself.
He critiques Starbucks for drowning customers in options, stating, 'Too many permutations of lattes can gum up the works for the average person who just wants a tall coffee.'
Meyer emphasizes the balance needed in hospitality: 'Good restaurants figure out how to find a 'yes,'' suggesting that simplicity can enhance the customer experience.
Reflecting on Shake Shack, he mentions, 'I had to restrain myself to keep the menu simple,' pointing out the importance of clarity in choice for customer satisfaction.
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