Notice the special relationship Executive Chef Phillip Lopez has with his seafood supplier.
At 11:40 into the video Executive Chef Phillip Lopez says: ” You walk outside on Bourbon Street, and it’s just nonstop music, and drinking, and just revelry. And that has to carry through into the dining room. And so, that chaos is really what makes Galatoire’s so special. It’s the heartbeat and DNA of who we are.”
In other words it The Experience which is so important. I first read the book: The Experience Economy, Competing for Customer Time, Attention, and Money when the first edition came out in 1999 and the message in the book is more relevant today than ever that businesses must orchestrate memorable events for their customers, and that memory itself becomes the product: the “experience”. More advanced experience businesses can begin charging for the value of the “transformation” that an experience offers.