Former owner of 11 Madison Park and author of 'Unreasonable Hospitality', Will Gadera, discusses the importance of genuine care and top-notch service in any business. They explore the need to understand and serve others, turning mistakes into opportunities, and fostering relationships for a competitive edge.
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Quick takeaways
Prioritize exceptional customer service by handling mistakes well and turning them into positive, memorable experiences.
Build relationships and foster a sense of community through intentional connections and genuine care, even in virtual coaching environments.
Deep dives
The Power of Unreasonable Hospitality in Business
Will Gadera, author of Unreasonable Hospitality, shares insights on the impact of going above and beyond in customer service. He emphasizes the importance of handling mistakes well and turning challenging customer interactions into opportunities for creating positive, memorable experiences. Will explains the concept of the peak end rule, where customers remember experiences based on the most impactful moments. He encourages businesses to focus on elevating the peaks and ensuring a positive end to leave a lasting impression. Will also advocates for building relationships through intentional connection and genuine care, even in virtual coaching environments.
Infusing Unreasonable Hospitality into Marketing
Will Gadera advises marketers on infusing a sense of unreasonable hospitality into their strategies. He suggests starting by understanding and serving the needs of the end users or clients. Will emphasizes the importance of shifting perspectives, acknowledging the role played for all stakeholders involved, and finding ways to elevate every touchpoint in the customer journey. He shares examples of how mistakes can be turned into opportunities for incredible service, leaving customers with positive perceptions and lasting memories. Will encourages marketers to embrace small talk and schedule intentional time for connection and relationship-building.
Turning Mistakes into Memorable Experiences
Will Gadera discusses the power of handling mistakes well and turning them into positive, memorable experiences. He shares examples of how mistakes in the restaurant industry can lead to extraordinary customer service. Will explains the concept of the peak end rule, highlighting the importance of making amends and exceeding expectations during challenging customer interactions. He encourages businesses to embrace the opportunity to display their commitment to exceptional service and create lasting relationships with customers.
Building Community and Connection in Virtual Coaching
Will Gadera provides strategies for building community and connection with clients in a virtual coaching environment. He suggests allocating time for intentional conversations and relationship-building, even if it means indulging in small talk. Will emphasizes the importance of creating systems and structures for authentic conversations and check-ins. He recommends scheduling team calls focused on cultivating personal relationships, similar to team-building activities. Will highlights the need for creative and intentional pursuit of relationships to strengthen connections and foster a sense of community.
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Business owners often find it hard to balance profitability with genuine customer care. If you’re too focused on getting things done quickly and making money, personal connections and customer service can often take a backseat. In a marketplace where business is often driven by the bottom line, how can you stand out by prioritizing relationships and exceptional customer service?
In this episode, host Donald Miller welcomes Will Guidara back to the show. Will is the author of Unreasonable Hospitality and the former co-owner and manager of Eleven Madison Park, which became the #1 restaurant in the world. They discuss how to bring genuine care and top-notch service into any businesses, not just the hospitality industry. Their conversation goes beyond just business tips, exploring deeper ideas about the importance of caring for people in a world where respect for our fellow human beings seems to be slowly diminishing. Don and Will also answer and coach through listener submitted questions (submit your questions at BusinessMadeSimple.com/Podcast) around how you can incorporate unreasonable hospitality into your business.
Has your faith in humanity been slipping lately? Tune in to learn how to respond to business challenges with care and compassion.
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