Steve Difillippo - Its All About the Guest: Exceeding Expectations in Business and in Life, the Davios Way

Praise for Its All About the Guest

Going to Davios is an amazing experience. The attitude of the staff is always upbeat and attentive; the food is consistently superb. Steve has created a great business and has been able to replicate it in location after location with great training, motivation, and execution. This is the best business book that I have read since Tom Peterss In Search of Excellence. I believe that we are all in a service industry and this book is a must readits quick, easy, and funny. There are also a few great recipes!

Herb Chambers, one of Americas largest automotive retailers

During my Yankee years Davios was my favorite place to go after the battles at Fenway. Win or lose! However, I must say the food seemed tastier after a victory. But on every occasion my party was always treated as if we were guests at Steves home. Steve DiFillippo only knows how to treat people with respect. Thats why Its All About the Guest is a must read, even if you are a Yankee fan.

Joe Torre, MLB executive

Steve is the consummate host. As restaurateurs both starting out in Boston in the late 80s, we share a passion for this industry as well as an enduring friendship. Through this book you will gain insight into what it takes to run a successful restaurant as Steve guides you through all aspects of the process, sharing stories from his own personal journey. Its all about bringing people around the table, and Steve always has room at his table to welcome you.

Todd English, chef/restaurateur

I have thoroughly enjoyed Steves cooking during my career in Boston and had even greater pleasure getting to know Steve. Exceeding expectations is what he does best. I am sure people will enjoy this book as much as their experience at one of Steves restaurants.

Tom Brady, NFL quarterback

Back in the early days of Aerosmith, Steve was just getting going with Davios. It was one of the first high-end restaurants in Boston that paid respect to a younger clientele. It wasnt just the great food. It was the voice of a new place welcoming a generation on its way up. Steves book is the journey of how he exceeded expectations to get to where he is today.

Tom Hamilton, musician, Aerosmith

This book may be all about the guest, but it is also all about the extraordinary attention to detail in every aspect of running a successful restaurant that Steve DiFillippo does so brilliantly in this very personal account of his journey of hard work from the bottom up to head of a restaurant empire that epitomizes his passionate love of food.

Mary Ann Esposito, host of PBS Ciao Italia and author of Ciao Italia Family Classics

Steve is an amazing restaurateur, and with Its All About the Guest he generously shares some of the secrets to his success. A fun read for anyone interested in the business, passionate about food, or just curious how lifes lessons present themselves in some unexpected places.

Ming Tsai, chef/restaurateur

Steve DiFillippo is a world-class restaurateur. What sets him apart is that he treats every guest as if they were the only one in the restaurant. Its not just the best produce, meats, and fish. With Steve, the service is always equally important and the overall experience is all the better for it.

Jack Connors Jr., chairman emeritus, Hill, Holliday, Connors, Cosmopulos Inc.

I have many fond memories of Davios on Newbury Street. It was a comfortable place to meet with friends, hang your hat, and knock a few back. Steve is not only a great restaurateur but an even better host. You will learn the business of hospitality from this book.

Peter Wolf, American rhythm and blues, soul, and rock and roll musician

From the incredible spring rolls (my favorite) to the outstanding service, there is much to be admired about Steves successful business strategy. Whether you are a restaurant owner or aspiring entrepreneur, get your hands on this book and find out how Steve turned a dream into an empire.

Tedy Bruschi, former NFL linebacker

During my time with the Red Sox, I always enjoyed dining at Davios Boston and getting to know Steve DiFillippo. Its All About the Guest is all about what makes Steve so successful in business and in life.

Kevin Youkilis, MLB player

Steve DiFillipo has the art of hospitality down to a science. Every nuance, every gesture of the experience of dining with Steve is pointed toward the same goalto make the guests experience extraordinary. Steves restaurants are great places to celebrate (my wife and I met at Davios and held our wedding reception there) and are, in themselves, cause for celebration!

Keith Lockhart, conductor, Boston Pops Orchestra

Exceeding Expectations

in Business and in Life,

The Davios Way

Steve DiFillippo

Foreword by Robert Kraft

Lyons Press

Guilford, Connecticut

An imprint of Globe Pequot Press

Copyright 2013 by Steve DiFillippo

ALL RIGHTS RESERVED. No part of this book may be reproduced or transmitted in any form by any means, electronic or mechanical, including photocopying and recording, or by any information storage and retrieval system, except as may be expressly permitted in writing from the publisher. Requests for permission should be addressed to Globe Pequot Press, Attn: Rights and Permissions Department, PO Box 480, Guilford, CT 06437.

Lyons Press is an imprint of Globe Pequot Press.

Some names have been changed to protect the privacy of those involved.

Project Editors: Tracee Williams and Lauren Brancato Text Design: Sheryl P. Kober Layout: Mary Ballachino

Library of Congress Cataloging-in-Publication Data
DiFillippo, Steve.
Its all about the guest : exceeding expectations in business and in life, the Davios way / Steve DiFillippo.
pages cm
Summary: Whens the last time you picked up a business book that was so engaging you couldnt put it down? Via entertaining stories from his 30-plus years as a top restaurateur, Steve DiFillippo illustrates essential nuggets of wisdomfind your passion, pay attention, leave your ego behind, keep your eye on the money, and moreadvice that is applicable in any business and in everyones life Provided by publisher.
E-ISBN 978-1-4930-0109-5
1. DiFillippo, Steve. 2. RestaurateursUnited StatesBiography. 3.BusinessmenUnited StatesBiography. 4. Hospitality industryManagement. I. Title.
TX910.5.D495A3 2013
647.95092dc23
[B]

2013019154

Mom and Dad. Im so happy you met.
Thanks for your DNA.

Steve

Contents

Foreword

Steve DiFillippo is passionate about fine dining. He loves every part of the dining experience, from the creation of his recipes to the selection of ingredients to the preparation of the meal and the social engagement with friends and family at the dinner table. He studies food like our coaches study film. He is constantly looking for ways to improve his guests experience, because Steve understands that in order to succeed in the restaurant industry, like so many other service industries, its all about the guest.

I first met Steve in the mid-80s, shortly after he bought his first restaurant. It was a small Italian place called Davios, located on Newbury Street in Boston. He didnt know me at the time, but I remember how happy he seemed. He was a young, energetic, and charismatic restaurateur. You could tell that he genuinely loved what he was doing.