“Constant, gentle pressure” was Danny’s version of the Japanese phrase kaizen, the idea that everyone in the organization should always be improving, getting a little better all the time. “Athletic hospitality” meant always looking for a win, whether you were playing offense (making an already great experience even better) or defense (apologizing for and fixing an error). “Be the swan” reminded us that all the guest should see was a gracefully curved neck and meticulous white feathers sailing across the pond’s surface—not the webbed feet, churning furiously below, driving the glide.
Will Guidara in Unreasonable Hospitality