This Week in Startups

Lessons in Unreasonable Hospitality with Will Guidara | E1966

30 snips
Jun 14, 2024
Guest
Will Guidara
In a captivating discussion, Will Guidara, author of *Unreasonable Hospitality* and co-founder of Thank You, shares insights on transforming hospitality into a competitive advantage for all businesses. He reflects on memorable customer experiences and emphasizes emotional connections as key to brand loyalty. Will highlights the impact of thoughtful gestures and shares how his story inspired elements in the show *The Bear*. Their chat also delves into the significance of empowering teams and utilizing AI to create unique customer interactions, showcasing the evolving nature of service.
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INSIGHT

Long-Term Competitive Advantage

  • True competitive advantage comes from hospitality and investing in relationships, not just products or branding.
  • These are easily replicated, but genuine connection is unique and lasting.
INSIGHT

Empowering Frontline Staff

  • Empowering frontline employees is crucial for unreasonable hospitality.
  • They possess the information to personalize the experience and create strong connections.
ANECDOTE

The Parking Meter Gesture

  • At Guidara's restaurants, a staff member helped refill parking meters for guests.
  • This small act, costing very little, demonstrated attentiveness and care, creating a positive guest experience.
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