Will Guidara on The ROI of Unreasonable Hospitality | #627
Today’s guest is Will Guidara, author of the New York Times Bestseller Unreasonable Hospitality and former co-owner of Eleven Madison Park, which was named the Best Restaurant in the World. He is a Co-Producer on the Emmy Award-winning series The Bear. His new book, Unreasonable Hospitality: The Field Guide comes out this month. In today’s episode, Will discusses how unreasonable hospitality can turn routine service into memorable human connection. He explains why unreasonable hospitality is less about grand gestures and more about intentionality, creativity, and empowering teams to take ownership of memorable customer experiences. To close, Will shares how small acts of care can transform relationships, culture, and loyalty across financial services.
Key Points
- Hospitality is about being creative and intentional in pursuit of relationships, which not only feels good but also provides a significant competitive advantage.
- Taking simple, thoughtful actions, such as giving out peanuts at Five Guys or creating a system where employees can comp one customer's order a day, can transform customer experiences and workplace culture.
- Even in challenging situations, such as flight delays, small gestures like giving cockpit tours can significantly improve customer morale and turn negative experiences into positive ones.
Follow Will: Website; LinkedIn
Resources: Unreasonable Hospitality: The Field Guide Unreasonable Hospitality Pre-Meal Newsletter https://unclaimed.org/
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Transcript
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