Notes

Chapter Three

1. For more on Danny Meyer’s approach to hospitality (the term he prefers to “service”), we recommend his Setting The Table: The Transforming Power of Hospitality in Business, HarperCollins, New York, 2006.

2. Elizabeth Loftus, Memory, Ardsley House, New York, 1980, pp 24–25.

3. Phoebe Damrosch, Service Included: Four-Star Secrets of an Eavesdropping Waiter, William Morrow, New York, 2007.

4. New York Times, September 24, 2007: “Walmart.com to Customers: Stop Calling.”

Chapter Five

1. Gary Heil, Tom Parker, Deborah C. Stephens, One Size Fits One, Wiley, New York, 1999, p 43.

2. Harvard Business Review, March 2006.

3. Seth’s Blog entry, December 11, 2007, www.sethgodin.com

Chapter Six

1. Bill Bryson, A Walk In The Woods, Broadway Books, 1999.

2. Edmund Lawler: Lessons in Service from Charlie Trotter, Ten Speed Press, Berkeley, CA, 2001.

3. A caution: Such changes should be made carefully, intelligently, and flexibly. The routines of the professional kitchen—like other artisanal environments—have developed over centuries. Thousands of subtle details and “tradeskills” are embedded in the traditional kitchen’s routines, and in those who have apprenticed in them. When applying a modern manufacturing-based approach to such an environment, the unique advantages of the artisanal traditions must be preserved along with the advantages of the new ways you bring in. This kind of integration requires a soft touch.

Chapter Seven

1. Martin E. P. Seligman, PhD, Learned Optimism: How to Change Your Mind and Your Life, Free Press, NY, 1998, p 257.

Chapter Nine

1. Carl Sewell and Paul B. Brown, Customers for Life: How to Turn That One-Time Buyer into a Lifetime Customer, Broadway Business, Revised ed., 2002, p 13.

Chapter Ten

1. http://www.wired.com/techbiz/it/magazine/16-03/ff_free

2. Keyboard, December 1, 2008.

3. Mark Penn and E. Kinney Zalesne, Just 1%: The Power of Microtrends, Change This, Milwaukee, WI, 2007, p 8. Viewable at www.changethis.com.

4. New York Times, “At Netflix, Victory for Voices Over Keystrokes,” August 16, 2007.

5. CD Baby confirmation letter as of April 2009.

6. Henry David Thoreau, Walden; or, Life in the Woods, Ticknor and Fields, Boston, 1854.

7. Seth Godin, Seth’s Blog, January 31, 2008. Longer and much-worth reading discussion in his book Permission Marketing, Simon & Schuster, New York, 1999.

8. Amazon.com CTO Werner Vogel’s blog entry, http://www.all thingsdistributed.com/2006/06/you_guard_it_with_your_life.html

9. http://www.joystiq.com/2008/05/06/wii-fit-sells-out-on-amazon-2-5-units-sold-every-minute/

Chapter Eleven

1. Elizabeth Loftus, Memory, pp 24–25.

2. The Odyssey, Homer, translated by Robert Fagles, introduction by Bernard Knox, Penguin Classics, New York, 1996.

3. Danny Meyer, Setting The Table, p 215.

4. Personal Courtesy of Jay Coldren, December 2007.