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HATTIE: I expect a certain thing, and I as a
customer--my expectations are set. I mean, I come in here and you give me that
great food. But you give me so much more.
MARC: It's the whole--it's the total picture.
HATTIE: It's the package.
MARC: The business is a business of details where
if you as the guest notice the details, we didn't take care of them. That's
what makes a restaurant vs. a place to eat. If the salt shaker is greasy or not
full, you're going to notice it. If it's clean and full, you don't even see
it.I mean, that's one of--if I do everything right, everything right, ambience,
cleanliness, staff training, right people, advertising and everything, and my
coffee's burnt, and it's the last thing you have when you leave here, and your
burnt taste, I'm not a restaurant. It's all those details.
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