I had dinner at my favorite restaurant in New York on Saturday, and was sat at my favorite seat in the house: the Chef’s Table. I hadn’t been to Joseph Leonard in several months, and while the scene had gone considerably downhill since we moved away from our old apartment across the street, it still felt like home. But only once we sat down, all the way in the back squeezed against a part bar/part order-up area, facing the impossibly small kitchen. We (my girlfriend and I) both eased a sigh of comfort as we sat down because of what was going on in front of us: we were given access to the back-end, to the guts.
That’s where the connection is for me, in the guts of a product or service. The simple act of opening that up is so incredibly trust-building, it’s hard to not fall in love with whatever the end product may be. It’s not necessarily the prettiest composition, but that’s the point. It’s authentic, it’s chefs yelling at cooks yelling at waiters yelling at busboys. It’s the process of making things so delicious you look on in awe at the efficiency and craft of these crazed cooks. It’s not only compelling, it’s comforting. Here is a business so confident in its product, they WANT you to see how it’s made. Every business should strive to achieve this level of connection with its customers. Because it’s impossible not to fall in love with a product that way.