807: Lead With Unreasonable Hospitality,...

Will Guidara: Unreasonable Hospitality: The Field Guide

Will Guidara is the former co-owner of Eleven Madison Park, which under his leadership received four stars from the New York Times, three Michelin stars, and in 2017 was named #1 on the list of the World’s 50 Best Restaurants. He is the author of the New York Times bestseller Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect and now his newest book, Unreasonable Hospitality: The Field Guide (Amazon, Bookshop).

Every leader is called to serve people. How we serve people matters. And the way people feel when we are serving matters a lot. In this conversation, Will Guidara shows us how to lead with unreasonable hospitality.

Key Points

• Sometimes magic is just being willing to invest more energy into an idea than anyone else would deem reasonable.
• Service is what you do for people. Hospitality is how you make them feel.
• First impressions matter. Leaders have a key role in setting the standard for this.
• Find a meaningful way to make magical the part of an experience that is normally neglected.
• Identify persistent pain points and address them generously instead of reductively.
• People remember both the peak and final moments of an experience. Stick the landing.

Resources Mentioned

• Unreasonable Hospitality: The Field Guide by Will Guidara (Amazon, Bookshop)*
• Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect by Will Guidara (Amazon, Bookshop)*

Related Episodes

• The Power of Leadership Through Hospitality, with Will Guidara (episode 688)
• How to Bring Out the Best in People, with Donna Hicks (episode 724)
• The Way to Notice People Better, with Zach Mercurio (episode 733)

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