I am not sure if Harvard Business School has visited them yet, but there are two brothers that have a restaurant on the side of a random ski slope in Zermatt. Restaurant Tufternalp has been there for years. They serve only minestrone soup and slabs of Swiss mountain cheese that the owner slices with a cheese knife that has specific measurements for slicing so as not to give too much or too little. In addition they serve small sausages of local mountain animals if you choose. The owner also has a rotary hand-cranked bread machine that slices bread into perfect slices. That’s it, that’s the deal. Nothing more. The business economics of this kitchen are remarkable. No waste, no excess that can’t be sold the next day, and no adventurism that could affect the profit and loss. Just simple.
But then there is the service. It’s basic- they don’t really care, they are just there and you are there. It’s simple fare. Take it or get back on your skis. There is no, “Hi, how’s everything? Can I help you?” Not even a moment of thanks. No smile or welcome. It’s almost his signature. You go there because there are no surprises. It’s cheese and sausage and soup. He will be gruff and miserable. I work with my brother. I don’t know you. Even though you visit here every year. Take it or leave it.
I think the guy, the miserable one, secretly drives a Ferrari and wears Armani suits and helicopters into the restaurant each morning just to go through his shtick. Maybe he is a comedian at night. I am not sure how it works on a spiritual level but he makes money, he has no extra costs and he sure doesn’t care if you like him or not. Catch him at the slopes at Tuftern. And say I sent you. He really doesn’t care!!