Will Guidara, former co-owner of Eleven Madison Park, discusses the power of unreasonable hospitality in creating unforgettable customer experiences. He emphasizes the importance of recognizing touchpoints, game-changing practices in hospitality, and building the right team for success.
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insights INSIGHT
Unreasonable Hospitality
Unreasonable hospitality prioritizes relationships over efficiency.
It involves creative, intentional, and relentless pursuit of strong relationships with both employees and customers.
volunteer_activism ADVICE
Share Your Vision
Share your audacious goals with your team repeatedly to foster a shared vision.
This creates alignment and encourages collective effort towards success.
volunteer_activism ADVICE
Interrogate the Guest Experience
Identify every touchpoint in the customer journey, even seemingly insignificant ones.
Enhance these touchpoints to create a competitive advantage.
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Will Guidara is a restaurateur who has been immersed in the industry since the age of thirteen. He’s the former co-owner of Eleven Madison Park, which under his leadership received four stars from The New York Times, three Michelin stars, and in 2017 was named number one on the list of the world’s top 50 restaurants. Will is also the national bestselling author of the book, “Unreasonable Hospitality”, and he’s married to celebrity baker and founder of Milk Bar, Christina Tosi.
In this episode, Will guides us through his commitment to unreasonable hospitality and the importance of moving beyond efficiency to create magical experiences customers will never forget.
Key Points:
Recognizing each touchpoint of the customer’s journey
The 3 keys to game-changing practices in hospitality
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