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#156: Will Guidara Returns—Is Hospitality the Ultimate Competitive Advantage?
Jan 8, 2024
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.
34:15
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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.
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