Extraordinary hospitality is a powerful competitive advantage. In this episode, Will Guidara explains how he transformed his New York City restaurant into the best in the world by creating bespoke experiences for customers and shares how any business can succeed by being more intentional and creative to build meaningful relationships with those they serve.

YOU WILL LEARN:

·     The critical difference between hospitality and service.

·     The 95/5 rule.

·     The power of a team huddle.

MENTIONED IN THIS EPISODE:

Become a Certified Full-Service Professional

“Unreasonable Hospitality,” by Will Guidara

www.unreasonablehospitality.com

www.elevenmadisonpark.com

“The One Minute Manager,” by Ken Blanchard and Spencer Johnson

NOTEWORTHY QUOTES FROM THIS EPISODE:

“Service is effectively fulfilling the base level promise. Hospitality is how you make the people feel when you provide that service.” – Will Guidara

“Sometimes you just need to slow down to speed up; we shouldn't always try to multitask and be efficient.” – Will Guidara

“It's not the cost of the gesture that matters, it's how it makes people feel.” – Will Guidara

“It feels great to make other people feel good.” – Will Guidara

“The only advantage that exists in the long term comes from hospitality, from consistently and generously investing in relationships because they take time to build and, if you build them in the right way, they take a long time to erode.” – Will Guidara

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