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Consistently investing in relationships through hospitality is highlighted as the key long-term competitive advantage. The emphasis is on going beyond traditional business strategies to focus on making people happy. An example from the podcast discusses a personal experience at Gramercy Tavern, showcasing the impact of exceptional hospitality in building relationships and success.
Empowering teams to prioritize hospitality in all interactions is seen as essential for business success. By investing in employees' ability to create personalized, impactful moments, businesses can elevate customer experiences. Systemizing hospitality, as exemplified by a dental practice's longstanding tradition of displaying 'no cavity' photos or a company sending flowers after a pet's passing, demonstrates the power of caring gestures.
Redefining customer support as an investment in brand and experience is crucial, as illustrated by successful ventures like Chewy and Zappos. The narrative of fair use and ethical considerations in reinterpreting content emerges, showcasing how businesses can extend fairness by valuing creators' work while fostering collaborative and inclusive practices for mutual benefit.
The podcast highlights the importance of compelling gestures in building relationships and creating memorable experiences. It emphasizes how small acts of kindness and thoughtfulness, such as delivering a deep dish pizza or folding a guest's laundry, can have a profound impact. These gestures can not only make people feel seen and special but also cultivate a sense of belonging and connection. The podcast also discusses the value of hospitality and the satisfaction derived from perfecting small details repeatedly, emphasizing the lasting impression created by making others happy through genuine care and consideration.
The episode delves into the nuances of fine dining culture and the essence of creating meaningful connections in the hospitality industry. It explores the concept of addiction to excellence and precision in the pursuit of delivering exceptional service, citing examples from renowned establishments like Noma. The discussion extends to the significance of placing emphasis on how individuals are made to feel, highlighting the impact of emotional experiences over material aspects. Additionally, it examines the dynamics of restaurant reservations, tipping practices, and the importance of fostering genuine relationships with customers to enhance the overall dining experience.
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Todays show:
Will Guidara joins Jason to discuss the book Unreasonable Hospitality and how it relates to all businesses including startups (3:44), Will’s annual “The Welcome Conference” in NY (14:32), how the show The Bear lifted Will’s ‘NY street hotdog’ story and made it their own - which then led to his involvement with future seasons (36:19), and more!
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Timestamps:
(0:00) Will Guidara of Unreasonable Hospitality joins Jason.
(3:44) Important premises from the book Unreasonable Hospitality and how it relates to all businesses including startups.
(6:26) Will explains how it felt to see parts from his book appear on the hit show The Bear.
(8:13) Iconic examples of hospitality and how it can turn customers into advocates for your brand.
(10:04) Oracle - Take a free test drive of OCI at https://www.oracle.com/twist.
(11:08) Powerful examples of going above and beyond for your customer.
(14:32) Will’s annual “The Welcome Conference” in NY.
(20:57) DevSquad - Get an entire product team for the cost of one US developer plus 10% off at http://www.devsquad.com/twist
(22:13) Jason shares an anecdote of how he helps others.
(24:17) Will and Jason riff on interesting examples of unreasonable hospitality, including one that should exist for airplane passengers.
(30:44) LinkedIn Ads - Get a $100 LinkedIn ad credit at http://www.linkedin.com/thisweekinstartups
(32:12) A perspective shift that changes the value of call centers.
(36:03) How the show The Bear lifted Will’s ‘NY street hotdog’ story and made it their own - leading to his involvement for future seasons.
(40:21) Will feels that The Bear was able to craft and articulate his message spot on in one of their best episodes.
(42:22) How to gain from the addictive personality traits in the restaurant business.
(51:15) The “Chicken for Two” at the NoMad hotel.
(53:31) Breaking down the state of tipping culture and how its removal from Eleven Madison Park was highly successful.
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Subscribe to This Week in Startups on Apple: https://rb.gy/v19fcp
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Check out Unreasonable Hospitality: https://www.unreasonablehospitality.com/
Sign up for Will’s newsletter: https://www.unreasonablehospitality.com/newsletter
Check out “The Welcome Conference”: https://www.thewelcomeconference.com/
Check out Will’s hospitality agency “Thank You”: https://www.thankyou.nyc/
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Follow Will:
LinkedIn: https://www.linkedin.com/in/willguidara/
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Follow Jason:
LinkedIn: https://www.linkedin.com/in/jasoncalacanis
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Thank you to our partners:
(10:04) Oracle - Take a free test drive of OCI at https://www.oracle.com/twist.
(20:57) DevSquad - Get an entire product team for the cost of one US developer plus 10% off at http://www.devsquad.com/twist
(30:44) LinkedIn Ads - Get a $100 LinkedIn ad credit at http://www.linkedin.com/thisweekinstartups
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Great 2023 interviews: Steve Huffman, Brian Chesky, Aaron Levie, Sophia Amoruso, Reid Hoffman, Frank Slootman, Billy McFarland
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Check out Jason’s suite of newsletters: https://substack.com/@calacanis
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Follow TWiST:
Substack: https://twistartups.substack.com
Twitter: https://twitter.com/TWiStartups
YouTube: https://www.youtube.com/thisweekin
Instagram: https://www.instagram.com/thisweekinstartups
TikTok: https://www.tiktok.com/@thisweekinstartups
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Subscribe to the Founder University Podcast: https://www.founder.university/podcast
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