The author of Unreasonable Hospitality, Will Guidara shared some inspiring and powerful insights at The Art of Leadership Live with Carey Nieuwhof.
Here are some of the gems he shared:
Human connection is now one of the greatest forms of luxury that exists.
We can create magical experiences in a world desperate for magic.
Graciousness and kindness communicates to people their nobility.
When I’m busy and low in margin, consider ways to say “yes” to being present and personally serve someone.
Danny Meyer has been a mentor to Will. A few things he taught Will:
- The more you trust people, the more trustworthy they become. The more responsibility you give people, the more responsible they become.
- The power of language to communicate. Established shorthand helps people feel like insiders. Create a language only your people understand.
Unreasonable hospitality is defined best by Maya Angelou who said:
“People will forget what you said and did, but they won’t forget how you made them feel.”
We need to decide people matter the most and be intentional and creative in caring for people.
More isn’t necessarily what’s more. More thoughtful is more!
The best way to love on people is to love on people they love.
You don’t need to create original ideas but more thoughtful ideas.
“Systemize graciousness”
Systems help you do something consistently, and it helps people to go above and beyond even though it’s now just part of their job.
People need to be seen! Help people feel seen!
Creating a culture of unreasonable hospitality starts with 2 things:
1. The interrogation of the guest journey is a process to get all in the organization to talk through all the touch points a customer experiences. After coming up with all the touch points then elevate all of these touch points.
People at the top have authority but don’t have enough information. People at the bottom have all the information and none of the authority. Invest in a few people enough to where they will always be honest with you about the good and the bad in the organization.
People talk about your business to some degree when you do things right. People talk even more when you don’t do things right. People talk the most when we mess up, actually apologize, and do all we can to make things right.
Transactional moments can also be connection points. Example, dropping off the check with a bottle of free cognac so that no one feels rushed and the sticker shock of the cost doesn’t feel as painful.
Make as many little things as awesome as you can.
The smallest enhancements and the most overlooked touch points show you care about things most people never notice.
Find one touch point and make it just a little bit more awesome.
2. Pattern recognition of recurring moments. This leads to the possibility of magic happening all the time. Example, Chewy’s response to people whose dog has died. “So sorry.” They cancel monthly shipments, refund the last shipment, and send a bouquet of flowers with condolences.
If you are leading anything, make sure you are a customer of that same thing. See things with open eyes.
For example, make the people who had to sit at the bad table a better experience (kitchen tour, bottle of champagne, etc.)
Be creative, intentional, and don’t take yourself so seriously!
What are the 10 most frustrating things about coming to church here? Come up with at least 3 very real improvements!
What can we do to elevate human connection?
Use AI to take care of the ordinary so you have more free time for people to spend time with people.
Luxury has always been associated with scarcity.
Human connection is scarce and more needed now than ever!
Inspire your team before the services begin! Restaurants have a “pre-meal.” Don’t waste it! Don’t focus on they what but the why. The what can be covered in an email. Be inspiring to your team! That’s a part of your job! This helps the individuals become a trusting team!
Stories make lessons stick!
