“Business, like life, is all about how you make people feel. It’s that simple, and it’s that hard.” — Danny Meyer
Skill will only get you so far. How you treat people is just as important.
Hospitality Quotient consists of six soft skills that cannot be taught. High HQ individuals are the key to replicating a value system across any group of people. They are also the key to your personal growth.
People with a high HQ are who you want in your tribe.
HQ is the brainchild of Danny Meyer (Union Square Café and Shake Shack founder) and Susan Salgado. They both developed it as a way to expand the number of Danny's restaurants without losing his successful value system in the process.
The six soft skills collectively represent people who enjoy making other people feel better:
Kind Optimism — A friendly, hopeful, positive outlook on life. This person brings sunshine when entering a room.
Intellectual Curiosity — Lifelong learners who are curious and open-minded. This person is a true philosopher, a lover of wisdom.
Work Ethic — A humble desire to do even the smallest task well. This person never hesitates to take up the broom.
Empathy — An ability to see things through another’s eyes. This person brings an open heart every day.
Self Awareness — An attentive third eye. This person domesticates emotions and declaws cognitive biases.
Integrity — A foundation built on honor and trust. This person does the right thing regardless of self-interest.
How do you measure HQ?
As with all soft skills, measuring them precisely is difficult. Danny didn’t develop a formal scoring system. He did teach people how to interview for them and celebrate them. You can do the same by observing people at work and how they interact with others.
Don’t settle for just anyone in your tribe of fellow travelers. Surround yourself with high HQ individuals and ride the positive wave.
🤔 Food for Thought:
What is your HQ?
How do the people around you measure up?
What can you do to surround yourself with high HQ people?
⚙️ One Small Step:
Go to your favorite restaurant. The food is no doubt great, but what is it about the experience that keeps you coming back? Pick one aspect of this value system to apply in your own life.