The Next Big Idea The Remarkable Power of Giving People More Than They Expect (2023)
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Nov 28, 2024 
Will Guidara, former general manager and co-owner of Eleven Madison Park and author of "Unreasonable Hospitality," shares his journey of transforming a struggling brasserie into the world's best restaurant. He discusses the concept of 'unreasonable hospitality,' exemplified by a memorable wedding experience, and how it can elevate customer service across various industries. Guidara reflects on the emotional rollercoaster of restaurant management, the importance of personal connections, and how exceeding expectations can lead to extraordinary results in both hospitality and life.
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Unexpected Wedding Coffee
- Caleb Bissinger's wedding waiter, Elvis, surprised them with coffee at the courthouse.
- This exemplified "unreasonable hospitality."
Sleds for Spanish Family
- Noticing Spanish children hadn't seen snow, Will Guidara bought sleds.
- He then sent the family to Central Park with a chauffeur.
Birth of Unreasonable Hospitality
- Will Guidara coined "unreasonable hospitality" after ranking 50th on the World's 50 Best list.
- Disappointment can be motivating for growth and learning.
