. >> i'd like to think i have a little in common with danny meyer. meyer is the operator of a number of wildly successful restaurants such as gramercy tavern and shake shack. in his book, "setting the table," he writes that he focuses not on traditional customer service, but rather on hospitality. i love the distinction. he says customer service is a one-way proposition; hospitality is always two-way. i learn what your needs are, and then i go about trying to match my service with your needs. when i was asked by my colleagues to coach others, i wondered how to go about it? i have worked from a home office since 1980. if people came there, would that seem professional? as it turns out, the fact that my wife and i host clients in our home is now one of the biggest reasons people come. hosting is somewhat of a lost art. in your businesses, do your customers feel hosted? do the people who work for you? maybe its time to re-focus your attention from customer service and put more emphasis on hospitality. i'm lou heckler. >> tom: that's it for the broadcast