Transcription
Will Gdaro's point was, I think, about the spoons he chose for the ice cream in the central courtyard of a museum. He found these Italian spoons. Everybody went crazy cuz they were plastic, but they were particularly lovely and they cost a fortune. Everyone saying, "Do we need to spend X cents per spoon?"
But as he pointed out, he said, "When everybody finished, they couldn't help going on about the spoons." That was the thing they noticed. This why it's called hospitality beyond reason.
There's a certain amount to it, which is service, which you can codify and reduce to an algorithm. And then there's the thing that you weren't expecting. And in McDonald's, by the way, that probably isn't anything to do with food. It's like handing the kids balloons, right? Or it's the toy in a happy meal or whatever it may.