Do You Want a Side of Empathy?

There is a chain restaurant near me that must have a spy on local high school and college campuses. They manage to hire young people with the biggest smiles, the best attitudes and the most helpful approach ever when it comes to serving us our breakfast.

When you think about what makes a business truly successful, it’s not just about the product or service—it’s about the people and the culture. Danny Meyer’s approach to creating shared values and workplaces is a shining example of how focusing on the human side of business can lead to exceptional results in any business.

Meyer’s philosophy, often called “enlightened hospitality,” is about prioritizing people over profits. It’s a simple but powerful idea: when you treat your employees with respect, invest in their growth, and create a workplace where they feel valued, they’ll pass that positive energy onto your customers. This creates a virtuous cycle where happy employees lead to happy customers, which, in turn, leads to repeat business and sustained profitability.

But Meyer didn’t just stumble upon this approach. It’s been his modus operandi since he opened his first restaurant at the age of 27. His success with Union Square Hospitality Group (USHG), which includes renowned establishments like Union Square Cafe and Shake Shack, is a testament to the effectiveness of his people-first strategy.

One of the key elements of Meyer’s approach is hiring people who are naturally empathetic and investing in their development. He believes in the power of what workplace psychologist Adam Grant calls “givers”—those who are inclined to help others. By building a team of individuals who are not only skilled but also genuinely care about their colleagues and customers, Meyer creates a work environment that is both productive and positive.

This culture of care doesn’t stop at the employees. Meyer extends it to the customers, ensuring that every interaction feels personal and thoughtful. This is why so many of his restaurants have become institutions in their communities. When people dine at a Meyer establishment, they’re not just getting a meal—they’re getting an experience that makes them feel seen and valued.

What’s remarkable about Meyer’s success is that it wasn’t built on flashy marketing or rapid expansion. Instead, he focused on creating something meaningful and sustainable. By sticking close to his core values and cultivating a strong internal culture, Meyer has been able to grow his business without losing the essence of what made it special in the first place.

For any business owner or leader, there’s a lot to learn from Danny Meyer’s approach. It’s a reminder that at the heart of every successful business are the people who make it all happen. When you prioritize their well-being and create a culture of respect and care, you’re not just building a business—you’re building something that can stand the test of time.