Dan Sachs is a professor at the University of Chicago’s Booth School of Business and the executive director of Deep Tech Ventures at the Polsky Center for Entrepreneurship and Innovation. He was formerly a professor of entrepreneurship, hospitality management, and service leadership at DePaul University, as well as the president of Meerkat Restaurant Advisory, an A-list advisory group. From 1999 to 2015, he owned the Bin 36 restaurant group, where he developed and operated several wine-focused restaurants and worked with famous restaurateurs including Danny Meyer, Drew Nieporent, and Paul Bartolotta. He has an AB from Harvard College and a master’s degree from the Parisian culinary school École de Cuisine La Varenne. He lives in Chicago, IL.Janet Scott is a writer and the owner of The Write Place, a corporate communication and academic support company. She worked for many years in journalism and marketing, and taught for twelve years at Wayne State University. She has a bachelor’s degree from Harvard College and a master’s degree from Eastern Michigan University. She lives near Detroit, MI.

“Dan Sachs embodies all the principles of hospitality in abundance, and his career is a testament to his passion and dedication for this hard work. His deep knowledge of the industry—and his thoughtful and thorough research—is a gift to anyone who finds fulfillment in hospitality.” —Danny Meyer, CEO of Union Square Hospitality Group and founder of Shake Shack“The Million Dollar Greeting is ‘the real deal’ for anyone trying to build a business that relies on excellent customer service to differentiate its product or service in this age of the internet. Dan Sachs and Janet Scott have distilled the secrets of creating a workforce that is inspired and committed. Particularly valuable is their focus on gaining the best from the millennial generation. And the book is so readable that once you pick it up you will not want to put it down—a remarkable achievement for a business book. I loved it.” —Robin Smith, chairman of Publishers Clearing House“The Million Dollar Greeting is going to help ripple some great thoughts and get people moving more in line with how the world is thinking today, or how more of the world should be thinking.” —Jon Dwoskin, host of the THINK Business with Jon Dwoskin podcast“Dan’s the man, and I loved his book—very team centric. We all know that it takes all of us to get the job done, and you’ve got to focus on the team. Buy his book!” —Chip Lutz, president of Unconventional Leadership and former lieutenant commander in the US Navy“BRAVO Dan Sachs on providing such incredible insights on the roadmaps that guide GREAT Leaders and their organizations. The stories and experiences shared are excellent learning lessons on core values that create terrific companies and cultures, especially as organizations embrace the millennial generation and refocus employee engagement and customer service excellence.” —Misty M. Johanson, dean of the Driehaus College of Business at DePaul University“In The Million Dollar Greeting, Dan Sachs taps into the wisdom of some of the most insightful entrepreneurs in the country. Follow their examples, and your customers will love you.” —Bo Burlingham, Inc. magazine columnist and author of Small Giants: Companies that Choose to Be Great Instead of Big and Finish Big: How Great Entrepreneurs Exit Their Companies On Top“The Million Dollar Greeting is a compelling study of companies that win through the common characteristics of exceptional leadership and corporate cultures authentically focused on serving customers and inspiring employees. Dan Sachs profiles a diverse group of businesses and discerns patterns and lessons that have applicability to all businesses.” —Michael Chae, senior managing director and chief financial officer at the Blackstone Group“Whether your business is in restaurants, hotels, healthcare, or another field, reading The Million Dollar Greeting will make you a more effective leader.” —Douglas Drachman, MD, FACC, director at Massachusetts General Hospital and assistant professor of medicine at Harvard Medical School

• Foreword by Alwyn ScottIntroduction: A Brief (But Necessary) History of Customer ServiceIt All Starts with Hospitality, Baby Section 1: The EvangelistsChapter 1: Zingerman’s: Laser-Focused on Customer ServiceChapter 2: Nick’s Pizza & Pub: Employees in ChargeChapter 3: BerylHealth: Everyone Deserves a “Thank You” Section 2: The TransformersChapter 4: Zappos: If You’re Not Changing, You’re DyingChapter 5: FreshBooks: It’s All about the Rock Stars—a.k.a. Customer ServiceChapter 6: Brooklyn Brewery: Education Section 3: The PragmatistsChapter 7: Lettuce Entertain You: Consistency for the Brand and the CustomerChapter 8: Union Square Hospitality: Start at Square One—HIRINGChapter 9: Hyatt: Top-Down EmpathyChapter 10: Lessons Learned. BibliographyAcknowledgments

Dan Sachs is a professor at the University of Chicago’s Booth School of Business and the executive director of Deep Tech Ventures at the Polsky Center for Entrepreneurship and Innovation. He was formerly a professor of entrepreneurship, hospitality management, and service leadership at DePaul University, as well as the president of Meerkat Restaurant Advisory, an A-list advisory group. From 1999 to 2015, he owned the Bin 36 restaurant group, where he developed and operated several wine-focused restaurants and worked with famous restaurateurs including Danny Meyer, Drew Nieporent, and Paul Bartolotta. He has an AB from Harvard College and a master’s degree from the Parisian culinary school École de Cuisine La Varenne. He lives in Chicago, IL.Janet Scott is a writer and the owner of The Write Place, a corporate communication and academic support company. She worked for many years in journalism and marketing, and taught for twelve years at Wayne State University. She has a bachelor’s degree from Harvard College and a master’s degree from Eastern Michigan University. She lives near Detroit, MI.

“Dan Sachs embodies all the principles of hospitality in abundance, and his career is a testament to his passion and dedication for this hard work. His deep knowledge of the industry—and his thoughtful and thorough research—is a gift to anyone who finds fulfillment in hospitality.” —Danny Meyer, CEO of Union Square Hospitality Group and founder of Shake Shack“The Million Dollar Greeting is ‘the real deal’ for anyone trying to build a business that relies on excellent customer service to differentiate its product or service in this age of the internet. Dan Sachs and Janet Scott have distilled the secrets of creating a workforce that is inspired and committed. Particularly valuable is their focus on gaining the best from the millennial generation. And the book is so readable that once you pick it up you will not want to put it down—a remarkable achievement for a business book. I loved it.” —Robin Smith, chairman of Publishers Clearing House“The Million Dollar Greeting is going to help ripple some great thoughts and get people moving more in line with how the world is thinking today, or how more of the world should be thinking.” —Jon Dwoskin, host of the THINK Business with Jon Dwoskin podcast“Dan’s the man, and I loved his book—very team centric. We all know that it takes all of us to get the job done, and you’ve got to focus on the team. Buy his book!” —Chip Lutz, president of Unconventional Leadership and former lieutenant commander in the US Navy“BRAVO Dan Sachs on providing such incredible insights on the roadmaps that guide GREAT Leaders and their organizations. The stories and experiences shared are excellent learning lessons on core values that create terrific companies and cultures, especially as organizations embrace the millennial generation and refocus employee engagement and customer service excellence.” —Misty M. Johanson, dean of the Driehaus College of Business at DePaul University“In The Million Dollar Greeting, Dan Sachs taps into the wisdom of some of the most insightful entrepreneurs in the country. Follow their examples, and your customers will love you.” —Bo Burlingham, Inc. magazine columnist and author of Small Giants: Companies that Choose to Be Great Instead of Big and Finish Big: How Great Entrepreneurs Exit Their Companies On Top“The Million Dollar Greeting is a compelling study of companies that win through the common characteristics of exceptional leadership and corporate cultures authentically focused on serving customers and inspiring employees. Dan Sachs profiles a diverse group of businesses and discerns patterns and lessons that have applicability to all businesses.” —Michael Chae, senior managing director and chief financial officer at the Blackstone Group“Whether your business is in restaurants, hotels, healthcare, or another field, reading The Million Dollar Greeting will make you a more effective leader.” —Douglas Drachman, MD, FACC, director at Massachusetts General Hospital and assistant professor of medicine at Harvard Medical School

• Foreword by Alwyn ScottIntroduction: A Brief (But Necessary) History of Customer ServiceIt All Starts with Hospitality, Baby Section 1: The EvangelistsChapter 1: Zingerman’s: Laser-Focused on Customer ServiceChapter 2: Nick’s Pizza & Pub: Employees in ChargeChapter 3: BerylHealth: Everyone Deserves a “Thank You” Section 2: The TransformersChapter 4: Zappos: If You’re Not Changing, You’re DyingChapter 5: FreshBooks: It’s All about the Rock Stars—a.k.a. Customer ServiceChapter 6: Brooklyn Brewery: Education Section 3: The PragmatistsChapter 7: Lettuce Entertain You: Consistency for the Brand and the CustomerChapter 8: Union Square Hospitality: Start at Square One—HIRINGChapter 9: Hyatt: Top-Down EmpathyChapter 10: Lessons Learned. BibliographyAcknowledgments

Dan Sachs is a professor at the University of Chicago’s Booth School of Business and the executive director of Deep Tech Ventures at the Polsky Center for Entrepreneurship and Innovation. He was formerly a professor of entrepreneurship, hospitality management, and service leadership at DePaul University, as well as the president of Meerkat Restaurant Advisory, an A-list advisory group. From 1999 to 2015, he owned the Bin 36 restaurant group, where he developed and operated several wine-focused restaurants and worked with famous restaurateurs including Danny Meyer, Drew Nieporent, and Paul Bartolotta. He has an AB from Harvard College and a master’s degree from the Parisian culinary school École de Cuisine La Varenne. He lives in Chicago, IL.Janet Scott is a writer and the owner of The Write Place, a corporate communication and academic support company. She worked for many years in journalism and marketing, and taught for twelve years at Wayne State University. She has a bachelor’s degree from Harvard College and a master’s degree from Eastern Michigan University. She lives near Detroit, MI.

“Dan Sachs embodies all the principles of hospitality in abundance, and his career is a testament to his passion and dedication for this hard work. His deep knowledge of the industry—and his thoughtful and thorough research—is a gift to anyone who finds fulfillment in hospitality.” —Danny Meyer, CEO of Union Square Hospitality Group and founder of Shake Shack“The Million Dollar Greeting is ‘the real deal’ for anyone trying to build a business that relies on excellent customer service to differentiate its product or service in this age of the internet. Dan Sachs and Janet Scott have distilled the secrets of creating a workforce that is inspired and committed. Particularly valuable is their focus on gaining the best from the millennial generation. And the book is so readable that once you pick it up you will not want to put it down—a remarkable achievement for a business book. I loved it.” —Robin Smith, chairman of Publishers Clearing House“The Million Dollar Greeting is going to help ripple some great thoughts and get people moving more in line with how the world is thinking today, or how more of the world should be thinking.” —Jon Dwoskin, host of the THINK Business with Jon Dwoskin podcast“Dan’s the man, and I loved his book—very team centric. We all know that it takes all of us to get the job done, and you’ve got to focus on the team. Buy his book!” —Chip Lutz, president of Unconventional Leadership and former lieutenant commander in the US Navy“BRAVO Dan Sachs on providing such incredible insights on the roadmaps that guide GREAT Leaders and their organizations. The stories and experiences shared are excellent learning lessons on core values that create terrific companies and cultures, especially as organizations embrace the millennial generation and refocus employee engagement and customer service excellence.” —Misty M. Johanson, dean of the Driehaus College of Business at DePaul University“In The Million Dollar Greeting, Dan Sachs taps into the wisdom of some of the most insightful entrepreneurs in the country. Follow their examples, and your customers will love you.” —Bo Burlingham, Inc. magazine columnist and author of Small Giants: Companies that Choose to Be Great Instead of Big and Finish Big: How Great Entrepreneurs Exit Their Companies On Top“The Million Dollar Greeting is a compelling study of companies that win through the common characteristics of exceptional leadership and corporate cultures authentically focused on serving customers and inspiring employees. Dan Sachs profiles a diverse group of businesses and discerns patterns and lessons that have applicability to all businesses.” —Michael Chae, senior managing director and chief financial officer at the Blackstone Group“Whether your business is in restaurants, hotels, healthcare, or another field, reading The Million Dollar Greeting will make you a more effective leader.” —Douglas Drachman, MD, FACC, director at Massachusetts General Hospital and assistant professor of medicine at Harvard Medical School

• Foreword by Alwyn ScottIntroduction: A Brief (But Necessary) History of Customer ServiceIt All Starts with Hospitality, Baby Section 1: The EvangelistsChapter 1: Zingerman’s: Laser-Focused on Customer ServiceChapter 2: Nick’s Pizza & Pub: Employees in ChargeChapter 3: BerylHealth: Everyone Deserves a “Thank You” Section 2: The TransformersChapter 4: Zappos: If You’re Not Changing, You’re DyingChapter 5: FreshBooks: It’s All about the Rock Stars—a.k.a. Customer ServiceChapter 6: Brooklyn Brewery: Education Section 3: The PragmatistsChapter 7: Lettuce Entertain You: Consistency for the Brand and the CustomerChapter 8: Union Square Hospitality: Start at Square One—HIRINGChapter 9: Hyatt: Top-Down EmpathyChapter 10: Lessons Learned. BibliographyAcknowledgments